When I add the text to a response in Response Management
function, the value is always displayed as "open" in the email received by
the customer. When I answer a Ticket as an agent, OTRS generates the
predefined e-mail for me and already includes the text "open" in the reply,
after which I can change the Next Ticket State to Closed Successful, this
will not be used in the reply however. How to solve this so the NEXT state
is being displayed instead of the current state?
I also have this with Notifications. When a ticket is moved from Queue 1 to
Queue 2, the Move notification reply confirm that the new Queue is 1 instead
of 2.
Regards, Maurice.
