Hi
1. they explain it here:
http://www.mail-archive.com/otrs@otrs.org/msg29640.html
2. internal note is readable only by agents, external notes are readable
by customer as well
3. Automatic close is only available using pending auto close states,
which are also explained in 1.
regards,
Leonardo Certuche
On Mon, Feb 8, 2010 at 2:15 PM, Nuno Ranito
Hello
I'm starting to use OTRS, and I'm configuring the system. I have a few questions, in which I hope you can help.
1) how I set the time between pending auto close and close?
2) what is the diference between internal and external note? The external note does not count as a response, correct?
3) how do I create a state, in which I ask a follow up to a client, and if that client does not answer in some time, triggers a automatic close? None of the default states does this, right?
Thank you for any help
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