Thanks Steff, it's been very useful that information, but even with that, I don't find the way to put in a notification an internal note made by an agent, that don't answer a ticket with the empty answer link, doing it with the close link. My customer needs to receive all the information that it'll be possible, and if an agent close a ticket with the close link, it'll receive just the queue change state notification, with some information, and it doesn't include the internal note that the agent puts into the article. It's that possible? To pass an internal note to an automatic Queue notification template? Thanks. with

Hi list.

I'm using OTRS as HELPDESK dispatcher in my company, but I've got a problem with QUEUE Notifications. I need to customize a message, based on the ticket created by the customer on its email, and to put the internal note that the agent puts in, into the automatic ticket state change notification, because some agents are closing tickets without filling up an empty answer, just with the close link, and the customer needs a little bit more information about its ticket resolution.

There is a list of Variables that can I use with automatic queues notifications to customize it, like to include in that message??? Because I've tried a lot and nothing works. Or do I need to modify something to access those internal notes and answers to pass them in the notification to the customer?

Thanks...

CESAR AUGUSTO SANCHEZ

Network Engineer.

Hypertec Systèmes

Montreal