Hi, Nils: El Viernes, 18 de Julio de 2008 10:35, Nils Breunese (Lemonbit) escribió:
Jesús M. Navarro wrote:
On our current OTRS install the only option available when choosing the "close ticket" option is to add an "internal note". How should I change configuration so both internal and external notes are avilable on the "close ticket" option?
I believe the standard procedure to close a ticket and let the customer know is to just send a reply to the customer and set the state to closed on that reply.
Yes, but there are circumnstances where an e-mail answer is not advisable and a public note is more up to the point. But then, when adding a note is not possible to change state (at least by default). Obviously I can add a public note and then close the ticket afterwards (which then asks forcibly to add a now unnecesary internal note) but that's cumbersome and error-prone. Cheers.