Thanks guys. I just needed a confirmation of whether it is possible, so that i can proceed with some dev. Actually, it is a small change in Article.pm module that will bring in the <OTRS_AGENT_LAST_COMMENT> like container in operation.

Thanks again guys for replying quickly. Keep up the good work.



Francesco Simonini <francesco.simonini@gmail.com> wrote:
aleem, that's right, what you write is what I would like...and I can't
find anything like but for the note.
Well, if the correct way to do this is to send mail and change the
state of ticket to close for me it's ok.
Thanks, Francesco.


2008/2/27, Steven Carr :
> aleem bagwan wrote:
> > Hi All,
> > I think what Francesco need is this; Anyways can you put some light on
> > following scenario:
> > When an Agent closes a ticket by clicking on close link, an email is
> > sent to customer using the notification template. In this mail i want to
> > include the note/comment that was specified by agent while closing the
> > ticket.
> > The thing is that, the email is being sent out but that last agent note
> > is not being sent with other info.
> > Is there any containers like as such present in
> > otrs that can cater to this situation.
> > Any Alternative.
> > Please respond.
>
>
> OTRS does provide this, it's the ability to close when sending an reply.
> You have a note confused with an email. Notes are appendages to the
> ticket, a note will not be sent as an email but can be viewed when set
> to a note-external type by the customer through the customer portal
> (note-internal will never be shown to the customer). Emails are exactly
> that, a response sent to the customer via email.
>
> So if you need to send a response when closing a ticket you need to use
> the reply to send an email and set the next state to be closed.
>
> Steve
>
> --
> Steven Carr
> Engineer - Khipu Networks Ltd.
> support@khipu-networks.com - www.khipu-networks.com
> Secure - Compliant - Infrastructure
>
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>
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>
>
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