I'm also not sure, but I think you are looking for the "normal response" (called: standard response). Sends a copy of the anser to one or more email addresses.
-=> Have a look at http://demo.otrs.org/ an click on "Compose Answer (email)" -=> empty answer
Martin Doesn't the compose answer function only email the person that you put in the To: field? What I need is for a copy of all tickets to be sent to an email that will be used to archive all jobs that have been completed. Right now we print the jobs out on a peice of paper, write on them what we did to fix them and then store them. I want to use otrs so we can edit and add notes to the tickets with the web based interface and have it send them to the email address that has a printer attached when the tickets are closed. This way I can just go by once a week and pick them up and throw them in a folder.
Travis