RE: [otrs] Note-external/note-report

Martin,

note-external are shown in the customer panel (note-internal not).

note-report are also shown in the customer panel and should be used if the agent (or an other process, e. g. monitoring) needs to write a report to the ticket (the this note-report can be used for summary reports).

Thanks for the clarification. :) This was driving us crazy :D Best wishes, Paul