If my understanding is correct, you could probably accomplish this by adding a event based notification to send out e-mails to agents when a note is added to the ticket.<br><br>Recipient : Either Agent (owner) / Agent (All with write permissions) / Agent (Responsible) / Whichever group<br>
Event: ArticleCreate<br>Article type : Note-Internal<br><br>and something like this for the message:<br><br>Subject : &lt;OTRS_TICKET_Title&gt; - Note added<br><br>Text: <br><br>A note has been added to the ticket : <br><br>
Ticket Title : &lt;OTRS_TICKET_Title&gt;<br>Ticket Number : &lt;OTRS_TICKET_TicketNumber&gt;<br><br>&lt;OTRS_AGENT_BODY[999]&gt;<br><br>Does this help?<br><br>Regards,<br><br>David<br><br><br><div class="gmail_quote">On Mon, Jan 18, 2010 at 7:17 PM, Sagy Volkov <span dir="ltr">&lt;<a href="mailto:sagyvolkov@gmail.com">sagyvolkov@gmail.com</a>&gt;</span> wrote:<br>
<blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">Is it possible or did anyone wrote a work around to add notes/comments (those internal messages exchanged between agents not seeing by the customer) via email? (NOT via the UI).<div>
If not, maybe someone wrote a patch for it?</div>
<div><br></div><div>Thanks in advance,</div><div><br></div><font color="#888888"><div>-sv</div>
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