email notification feature

Dear all,

I have two questions about email notification from ServiceDesk Plus On-demand.
I've just configured mail server settings.

[Q1] When a technician does "Reply", address fields is appeared with the requester's address as "To".
Then the reply is notified as email to the requester.
But when a requester does "Reply" from self-service portal, there is no address fields.
And the assigned technician can't receive any notification email about it.
How can the technician know that the request has been updated?

[Q2] New request can be created by either email or self-service portal.
But there is no email notification to any technicians.
How can a technician know that new request has been created?

Regards,
Daisuke MIYAZAKI