Hi Everyone, I have configured a event based notification like so to send an e-mail to the customer whenever I add a external note. I&#39;ve configured it like so:<br><br><b>Recipient: </b>Customer<br><b>Event:</b> ArticleCreate<br>
<b>Article Type:</b> Note-External<br><b>Subject:</b> &lt;OTRS_TICKET_Title&gt; - Note added<br><b>Body:</b> &lt;OTRS_CUSTOMER_REALNAME&gt;,<br><br>A note has been added to your ticket : <br><br>Ticket Title : &lt;OTRS_TICKET_Title&gt;<br>
Ticket Number : &lt;OTRS_TICKET_TicketNumber&gt;<br><br>&lt;OTRS_AGENT_BODY[999]&gt;<br><br>Reply to this e-mail to add your own note to the ticket history.<br><br>Regards,<br><br>IT<br><br>Now, when I add a note-external to a ticket and view it. I can see the event based notification being instigated and the subject field is populated like so:<br>
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                                 <div title="[Ticket#2010040710000031] Geo Records - Note added">[Ticket#2010040710000031] Routing Issue - Note added<br><br>This is as expected. However, the body simply contains the note content. Ticket Title : &lt;OTRS_TICKET_Title&gt; Ticket Number : &lt;OTRS_TICKET_TicketNumber&gt; do not appear in this view. However, the actual e-mail the customer receives is correctly formatted with the relevant information.<br>
<br>Does anyone have any reason why this is happening?<br><br>Thanks,<br><br>David<br></div>