Hi, I’m relatively new to the OTRS system.

Recently I have come up with a few problems I couldn’t solve, neither with the help of OTRS manuals, nor the OTRS FAQ.

1. Every time you close a ticket using the “Close” button it requires you to enter an internal note (e.g. the reason or the conclusion of the ticket closure)

The system then sends an auto-notification (namely “ticket state change”) to the client. Question: is there any way to include this internal note in the body of this auto-reply? So the client would also know why the ticket went to that state.

2. I’m making up template answers for different queues. Every time you open such an answer you can also change the next state of the ticket after this answer is sent. Is there a way to limit the list of possible states for each different template? Or at least specify the default next state for each template?

Thanks in advance.

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Ружицкий Валерий
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