[otrs] Sending notification to End user (customer) when ticket is moved to new queue

Hi. As mentioned in the subject we would like to let OTRS automaticly send a notification email to the customer when we move the ticket to another queue (for example 2.level support). We have studied the Notifications (System -> Notification Management) but although the text for example nb_NO::Customer::QueueUpdate is fine it doesn't send out any email when the ticket is moved. -- Regards, Roy Andre