Hi everyone I've just installed OTRS here (here = SANBI, a small academic institute in South Africa) to help with our support tracking needs (we've got about 50 staff / students and half a dozen servers, managed by two sysadmins). One of our main requirements is email based access - i.e. someone emails to "support@sanbi" and they get a response with a ticket number, which they can use to follow up on the problem. As admins we can review the tickets on the web interface, respond from there, and if we "own" a ticket, be notified of any follow-up emails from the users. I'm trying to get this working with OTRS, but I'm not sure if I'm changing the right buttons. I got the queue we use configured so that it emails on status change, I have the sysadmin users set with similar config, but "follow up" emails are still not consistently being forwarded to those working on tickets. Can someone point me to where I need to configure / change in order to achieve the result I specified above? Thanks, Peter