Znuny Open Source Ticketsystem

Is there a way to set a default queue where all tickets submitted via email will go, if sender is in CustomerUser database?

There will be only one service. :) I work for a company that have several thousand registered users. We want to give VIP treatment to "best" 1% of users. That means to answer their tickets as fast as possible. OTRS is used only internally, we don't want to give them access to customer pane...

I have SLA that is applied to service, and Customer user which is related to that service. Everything works well when I try to select SLA and service via Web interface (Tickets -> New email ticket), but I want that to work for ticket that arrives via email ("fetched" form email server).

I'll try to be more specific. When new email ticket arrive, I want to set escalation properties if someone in customer user database have that email address. I already set service and SLA, and I configured Customer-Services Relation. OTRS detect that there is such username in customer user database,...

Hello, is it possible to set Service/SLA to new ticket that came via email (I have user with that email address in Customer User database)? The reason why I'm asking this is the implementation of system where users in Customer User database have bigger priority than users that are not in database. I...