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 <OTRS_AGENT_COMMENT> as such present in otrs that can cater to this situation.
Any Alternative.
Please respond.
Francesco Simonini <francesco.simonini@gmail.com> wrote: Hi Lars,
thanks for your replay, now I understand...
I've enabled the "internal/external note"
in
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'ArticleTypes'} = {
'note-external' => '1',
'note-internal' => '1',
'note-report' => '0'
};
I'm expecting it include the note (external I think was for customer)
in the e-mail notification.
Francesco.
2008/2/26, Lars Jørgensen :
> Hi Francesco.
>
>
> > I to all, I have a question: when I close a ticket I write a note. I
> > would like that this note is included in the e-mail notification to
> > customer. I can't find how it is possible.
>
>
> That note is an internal note, it will not be sent to the customer.
>
> You can get what you need by adding an email response to the ticket and select to close the ticket in the response. In that case the customer will get the email response and the ticket will be closed. If you have enabled Notification of State
Change on the queue, the customer will also get a case closed notification.
>
> In SysConf -> Ticket -> Frontend::Agent::Ticket::ViewCompose, you can select the default state of a ticket when composing an email response, Ticket::Frontend::AgentTicketCompose###StateDefault. The default is "open".
>
> Just below, in Ticket::Frontend::AgentTicketCompose###StateType, you can select what possible states an agent can select on a ticket when composing an email response.
>
>
>
> --
> Lars
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