Alan,

I found that the customer user has to be defined in OTRS before any event based notifications with Customer as the recipient will fire - both for TicketStateUpdate as for TicketCreate events.

If you'd set CustomerNotifyJustToRealCustomer in SysConfig to "No", there will be nothing in the OTRS log indicating a message has (not) been sent.
If you'd set CustomerNotifyJustToRealCustomer to "Yes", you'd see a message like this in the System Log:
"Sent no customer notification because of missing customer email (CustomerUserID=)!

If the email address that sends in the messages is defined in OTRS, the event based notification will work just fine.

I guess this resembles your findings?
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl


On Wed, Aug 12, 2009 at 16:11, Alan McKay <alan.mckay@gmail.com> wrote:
On Wed, Aug 12, 2009 at 10:03 AM, LQ Marshall<qmarshall@inetspace.net> wrote:
> Have you enabled notifications on the user agent's profile preferences?
> - When in doubt print it out.

The user does not have a profile do they?
It's a random customer sending email to our support address.

I go into "users" and then "*" and there is no user showing up for my
email customer (me at this address)

I'm not talking about the agent.  I'm talking about the user/customer
sending email to the customer support email address.

--
“Don't eat anything you've ever seen advertised on TV”
        - Michael Pollan, author of "In Defense of Food"
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