[otrs] No new ticket notification

[Kayra Otaner]

Hello,

I'm trying to solve a new ticket notification issue for a while. Here
is my setup and  description of the problem:
- Config.pm has these lines :
$Self->{CustomerGroupSupport} = 1;
$Self->{CustomerGroupAlwaysGroups} = ['users', 'info', 'customersupport'];

When using agent Interface (/otrs/index.pl):
- Tickets created by agents in any queue sends new ticket
notifications to all agents who are in the same group with the queue
and opts in to receive emails.

When using customer Interface (/otrs/customer.pl):
- Tickets created by agents and customers sends new ticket
notifications if queue is owned by 'users', 'info' or
'customersupport' groups.
- Tickets created by agents and customers doesn't send new ticket
notification for any other queue.

When I disable 'CustomerGroupSupport' feauture in Config.pm by specifying:

$Self->{CustomerGroupSupport} = 0;

then all queues from all groups show up in the pulldown menu at the
customer interface and new ticket notifications are sent.

I tried this on fresh otrs installations of 2.0.4 and 2.1.2 (source
installations) without any customization and issue exists on both.
I've searched mailing list archives for last 11 months (starting from
January 2006) and noticed that several people reported same issue but
no solution posted to the list (as far as I can see)

Any help will be greatly appreciated.

Thanks

Kayra Otaner