OK, I have the site configured to send an email upon close - but I'm not getting the emails. I do get email when I open a ticket - no problem at all. I also had it set earlier to give emails when other things happen to the ticket, and that seemed to work well to although I eventually turned off those other emails as superfluous. I notice that the fetchmail cronjob is returning this : fetchmail: no mailservers have been specified. Which I don't understand because all of the rest of it seems to work. OTRS is on a different server from the mail server. support2@example.com (where example.com is my real domain of course) is set to go the mail server. And then inside of OTRS in "Postmaster Mail Account" I have that address entered for POP3 and the right username and password. And just as I typed that I thought of searching the docs, and found this page : http://doc.otrs.org/2.3/en/html/x1331.html#email-receiving-fetchmail OK, I had not yet copied ..fetchmailrc.dist So why was this working up til now? How was it working? I checked my /var/spool/mail/otrs and it had my emails in there So now I set up the .fetchmailrc, and test it by manually running fetchmail. It fetches the new mail OK from the test I'd sent, but now nothing works! My customer did not get notified of a ticket number! WTF? Here is what I set in .fetchmailrc poll 192.168.3.40 protocol POP3 user support2 pass YOUWISH is otrs here When I manually run fetchmail, I get the following errors even though it seems to work : fetchmail: Server CommonName mismatch: mail.example.com != 192.168.3.40 fetchmail: Server certificate verification error: self signed certificate fetchmail: Server certificate verification error: certificate has expired fetchmail: No mail for support2 at 192.168.3.40 Where again example.com is my real domain name. I know that there will be the mismatch given because OTRS is back in the DMZ with my mail server, and both use RFC1918 addresses. Our firewall does 1:1 NAT to give them "real" IP addresses in the outside world. And I know my certificate is barfed but I'm not asking it to do POP3S so why is it even checking the cert? I don't get it. In any case, with the .fetchmailrc in place, I send an email but no ticket gets created, and there is now email back of course with ticket number. And of course the next logical experiment is to remove the .fetchmailrc and see what happens, right? So I remove it, and send a new email - and it works! ??? I'm so very confused! -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"