aleem bagwan wrote:
Hi All, I think what Francesco need is this; Anyways can you put some light on following scenario: When an Agent closes a ticket by clicking on close link, an email is sent to customer using the notification template. In this mail i want to include the note/comment that was specified by agent while closing the ticket. The thing is that, the email is being sent out but that last agent note is not being sent with other info. Is there any containers like
as such present in otrs that can cater to this situation. Any Alternative. Please respond.
OTRS does provide this, it's the ability to close when sending an reply. You have a note confused with an email. Notes are appendages to the ticket, a note will not be sent as an email but can be viewed when set to a note-external type by the customer through the customer portal (note-internal will never be shown to the customer). Emails are exactly that, a response sent to the customer via email. So if you need to send a response when closing a ticket you need to use the reply to send an email and set the next state to be closed. Steve -- Steven Carr Engineer - Khipu Networks Ltd. support@khipu-networks.com - www.khipu-networks.com Secure - Compliant - Infrastructure Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY Registered in England. Company Number 5218573 Specialist Reseller of the year - CRN Channel Awards 2007