I found an additional issue: Email updates do not go to my email adress, only to the email under additional users - i only get the status mail:
This email is to notify you that the Status of Service Request - 3-0585862261 has been changed to Pending Customer.
Service Request# : 3-0585862261
Customer: Arrow ECS Internet Security AG reinhard
Subject: ted.elg massive daily growth without TE [isag#: 109617648399]
Severity: 3 - Medium
...which is not very helpfull...
CCSP - CCSE / CCTE / CTPS / CCME / CCSM Elite / SMB Specialist