Hello,

I'm having trouble setting up some simple tasks.

I have a fresh and clean install of OTRS 2.4.5.

I have configured
- 1 customer
- 1 queue
- 1 user

My postmaster filter delivers the email into the created queue.
A default queue notification is generated for the new ticket and is getting forwarded to user.

The problem starts from here.
I cannot create such a geenricagent (or few of them) that actually
a, notifies customer (via email) about every follow-ups/updates (not the user, which can be set in queue config)
b, sends out notification reminders to user when escalation update expires (or regular intervalls until follow-up received)

I see no errors reported in system log.

Up until now, I only tried reading admin guide and figuring out GUI possibilities. If I need to develop module or plugin, please direct me to the right direction.


Thanks,
  madi

PS: I'm happy to provide more info on my setup, just tell me what's more needed.