I must be missing something. I have successfully set up OTRS to accept mail. All mail coming in to help@helpdesk.mydomain.net creates a new ticket and the ticket is routed to the RAW queue. I have the raw queue assigned to the "unassigned" group. The single member of the unassigned group is IT with an email address that is a distribution list (it@mydomain.net). This address will distribute any mail to myself and the other IT person. My thought was that if someone sends an email that generates a new ticket, we are notified via email. This isn't happening. I have IT set as the owner of the unassigned group and have the IT profile "New ticket notification" set to "Yes." The mail is getting to the server, OTRS is picking it up and creating a new ticket, the new ticket is being assigned to the raw queue but there does not appear to be an email being sent out as notification. Here is a copy of the system log: Wed Aug 23 11:20:04 2006 notice OTRS-PM3-10 Fetched 1 email(s) from help@helpdesk.mydomain.net. Wed Aug 23 11:20:03 2006 notice OTRS-PM3-10 New Ticket [2006082310000029/Testing] created (TicketID=6,Queue=Raw,Priority=3 normal,State=new) Wed Aug 23 11:19:37 2006 notice OTRS-CGI-10 User: jfusco authentication ok (REMOTE_ADDR: 10.1.1.1). Wed Aug 23 11:15:52 2006 notice OTRS-CGI-10 User: jfusco authentication ok (REMOTE_ADDR: 10.1.1.1). Wed Aug 23 11:01:33 2006 notice OTRS-CGI-10 User: jfusco authentication ok (REMOTE_ADDR: 10.1.1.1). Wed Aug 23 10:50:03 2006 notice OTRS-PM3-10 Fetched 1 email(s) from help@helpdesk.mydomain.net. Wed Aug 23 10:50:03 2006 notice OTRS-PM3-10 New Ticket [2006082310000011/Notification Te] created (TicketID=5,Queue=Raw,Priority=3 normal,State=new) As a side, I have given myself all rights to the unassigned group except owner. I have the raw queue in my favorites list. I cannot, however, see any of the new tickets in the raw queue when logged in as myself. I can only see them when logged in as IT. This is why you see my authentication three times. I was checking to see if there were any new tickets. There were but I couldn't see them. Any help is appreciated Joe Fusco Network Manager Ocean Dental Corporate Headquarters Stillwater, OK Email: joe.fusco@oceandental.net Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service. IMPORTANT - This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that we do not consent to any reading, dissemination, distribution or copying of this e-mail message. If you have received this communication in error, please notify the sender immediately by return e-mail, delete this e-mail, delete the transmitted information and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Violators may be prosecuted. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late, incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission.