On the topic of OTRS, I had previously been in the habit of forwarding the text of permission emails, letters and so forth to the permissions queue. Recently I've received several replies from people processing that queue ( which never seemed to happen before ) insisting that such permissions are invalid and it only counts if the OTRS person can email the person directly and confirm it. This isn't the way it used to work, and it's annoying if I've received the permission in a way other than email.
-Matt