Hello, I am getting problems to send the new ticket notification. Next, a description of the configuration of my otrs: I created two groups: ?Pranical? and ?internal?, I created all the customers and associate them to the group they belong. I created two queues: ?Pranical? and ?internal? ( one queue for each group), both queue are subqueues of Raw. The ?Pranical??queue belongs to ?Pranical? group and the ?internal? queue belongs to ?internal? queue. I created all the system users and associate them to both groups. The queue ?Raw? belongs to the ?users? group The user has all the queues associated to them The problem is: when a customer that belongs to ?Pranical? group creates a ticket in the ?Pranical? queue the notification is not sent, when a customer that belongs to ?internal? group creates a ticket in the ?internal? queue the notification is not sent, but if any customer creates a ticket in the ?Raw? queue, the notification in sent. I need your help to solve this issue. I dont understand why this is happening Thanks for your help -- Ing. Daniel Valero Infrastructure & Edge Computing (I&EC) Pranical Technologies Cel.: +58.412.718.6767 Ofic.:+58.212.415.7051 +58.212.284.1725 +58.212.285.2159