[otrs] Clarification required about Internal Note, External Note
and Note Report
alexander.scholler at augsburg.de
Tue Jul 11 16:01:46 CEST 2006
Prafulla Kumar H.S. schrieb:
> 1. While closing a call there is an option for selecting Internal Note,
> External Note and Report. I am not able understand exactly how to make
> use of this functionality. I request some to tell me about the
> difference between each one of them.
1a) all articles (notes, mails, phonecalls, ...) are of one article-type
like note-internal, note-external, note-report
All article-types that contain "int" can't be seen within the
1b) Note-report could for example be used to document things that should
be used for alter statistical looks on OTRS-data. Note that Note-report
can be viewed within the customer-webgui.
> 2. After closing a ticket, is it possible to send the contents recorded
> in "text area" of closing ticket menu to requester, agent and queue
2a) Just compose a mail to the customer with state closed instead of
closing the ticket though the close-note.
2b) The agents himself closes the ticket - why should he sent his
writting to himself?
2c) What do you mean with "queue owner"?
> Prafulla Kumar
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