On 05.02.2010, at 14:28, Martignier, Philippe wrote:
The problem was found because of notifications for follow-up not coming (when a customer gives a reply there was no notification because it is send to the owner of the ticket … and in this case it was the root system the owner …)
Search the SysConfig for OnlyToOwner or similar words ... there are a few settings where you can configure that all Agenst are informed by receiving a notification on Follow-Up.