Znuny Open Source Ticketsystem

Thanks for that help.
Reading your response I think I can see the obvious 'missing link'...I have not created a Notification (event) entry.
For our simple purposes, I can probably use the standard Priority field and up the level here to trigger an event (and then an email).
I will try that.

We have been getting to grips with OTRS recently as a possible enquiry handling system and fairly pleased with it's operation in our pilot test.
However, there is one facility we need that I am having trouble getting working.

When emails arrive they are being processed and parsed into appropriate ...