I just figured this one out the other day... Config Options: Ticket -> Frontend::Agent::Ticket::ViewClose In the Ticket::Frontend::AgentTicketClose###ArticleTypes: section for the Key "note-external" change the content value to "1" Hope that helps! From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of support@sjobeck.com Sent: Tuesday, October 13, 2009 12:51 PM To: otrs@otrs.org Subject: [otrs] how to show "note-external" in drop-down control on close ticket screen Hey all, Hope you are all healthy, wealthy, wise. I am going to feel really bad here posting this since I just know that this has been asked before, but here goes. How does a sysadmin allow the "note-external" option to be shown on the "close ticket" screen? Ours only allows the agent to leave a "note-internal" as they close a ticket. Great stuff, guys, Thanks so much! Keep up the great work. Keep this list cranking! Namaste, Jason Sjöbeck