reply by mail having several queues and sub queues fails

[dec0de]

I simply cannot figure out why some queues do give me the possibility to reply by mail, whilst others do not. The queue config looks like this:

queue ........................... Name ............................ Real name .......... E-mail address
Raw .......................... -> helpdesk@someplace.com .... Helpdesk ............ helpdesk@someplace.com
IT-department .............. -> helpdesk@someplace.com .... IT department ...... helpdesk@someplace.com
IT-department::Linux.......-> otrs@puma.someplace.com .. Linux helpdesk ...... helpdesk@someplace.com
IT-department::Windows...-> helpdesk@someplace.com .... Windows helpdesk .. helpdesk@someplace.com
Linux..........................-> otrs@puma.someplace.com .. Linux helpdesk ...... otrs@puma.someplace.com

Only the first and second will give me the possibility to reply by E-mail, the other ones only gives the option
of a reply by phone. However I do have E-mail filters moving E-mails into the sub queues of IT-department, thus in reality only Raw will give me a possibility to reply by mail.

No matter how I experiment with queues and system e-mails I cannot see any coherency in how to configure the system.

Is the reason it doesn't work due to a bug?
Where am I thinking wrong?

/T

[jojo]

You have to assign responses to Queues

[dec0de]

Ahhh, now i get it! I always thought there was something wrong with the E-mail reply settings.

Thank you for a quick reply, case closed.

cheers

/Theo