Hi all,

I’ve been asked if it’s possible to forward an entire ticket, including notes (perhaps only external) out of the OTRS system.

For example, if a helpdesk person have had some technical e-mail correspondence with a customer (10-15 e-mails back and forth, not necessarily in that order), then been doing some researching on his own (troubleshooting, googling), putting all his findings in notes on the ticket.

Then it turns out that a 3’rd party (not using OTRS) will have to investigate further.

How do I get all the valuable work that my helpdesk agent has put into the mail correspondence AND notes out of the OTRS system to the 3’rd party, besides copy-pasting a lot?

I can print the entire ticket to a pdf, but that’s also a bit convoluted.

At first, I was simply looking for a “forward” button on the last entry in the article list, but the forward function isn’t available on notes, and even if it was, it doesn’t look like notes are being forwarded at all.

Also, if any attachments we made in the process, I guess they would be needed as well.

Is there a way to enable this functionality or am I simply missing something?

Thanks a lot.

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/Sune T.