Hi, The reason is simple. The current agent works with the web, and he sometimes attach notes to tickets to explain things. People that replace the agent usually go through the email to update themselves, but they do not see the note. Also, the note does not get archived (using the SendmailBcc). This is really important. Moshe Martin wrote: Hi Moshe, On Thu, Apr 10, 2003 at 03:43:56PM +0200, Moshe Leibovitch (SoftLink) wrote:
Is there a way of sending external notes no the email specified for the queue? Looking at the code, it seems that CreateArticle is used, and switching to SendArticle will do just that. Is that correct? (I am talking about Kernel/Modules/AgentNote.pm
That's would be possible (can be discussed on dev list). But, it sounds strange to me. Why do you want do do this?
Regards, Moshe
Martin