Maybe the ticket is not created in the same queue when you send a mail or when you create it with the web interface? If so, please check your auto-reply settings for both queues. These need to be set per queue. bests arthur On Fri, Apr 23, 2010 at 4:25 PM, Erik van Ast wrote:

Dear all,

We have set up OTRS 2.4.7 on Open Suse 11 and everything seems to work fine, except for one thing.

When a customer creates a new ticket by sending an email to our OTRS system, the customer gets a confirmation email with the Ticket# and the new ticket is created by the system (we as agents also get an email). When the customer however creates a new ticket by using the customer.pl website, the ticket is created, but the agent and the customer don’t receive a notification of the new ticket by email.

Does anyone have an idea?

Kind regards,

Erik

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

-- cheers, arthur