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