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.