Alan, I just installed 2.4.2 and set up three ebn; two to notify customer and agent for new ticket and a third to notify customer on ticket close.  First two I used event of TicketCreate and States of new and open.  The third I used event of TicketStateUpdate and all three closed States.  I don't have email working on this local instance but the History in the ticket indicates that all three notifications worked.  Does your History indicate that notifications are not being sent?

 

And I did not set up any of the Auto Responses referenced in the link below.  Or set anything special for the Queues.  Again, I haven't followed along closely on this thread, but going way back to the beginning, Preferences are set correctly, right?

 

>>> Alan McKay <alan.mckay@gmail.com> 8/11/2009 2:27 PM >>>
> A quick stop to the online manual
> returned... http://doc.otrs.org/2.4/en/html/x1191.html ... Looks like a
> simple read.

I'm digging back into this now finally - going to take a look at this.
However, I already know that I did not configure this.  Why did I
not?  Because my understanding was that with the new Event Based
Notification, it was not required.  Since I got the email working fine
for closing a ticket without having to configure this, I naturally
thought it possible to get the email going for a new ticket without
configuring this.  But maybe I am wrong.  And even if I am right, as
long as I can get it working by this means, then I am happy.

--
“Don't eat anything you've ever seen advertised on TV”
         - Michael Pollan, author of "In Defense of Food"
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