Hi Lars,
thanks for your replay, now I understand...
I've enabled the "internal/external note" in
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'ArticleTypes'} = {
'note-external' => '1',
'note-internal' => '1',
'note-report' => '0'
};
I'm expecting it include the note (external I think was for customer)
in the e-mail notification.
Francesco.
2008/2/26, Lars Jørgensen
Hi Francesco.
I to all, I have a question: when I close a ticket I write a note. I would like that this note is included in the e-mail notification to customer. I can't find how it is possible.
That note is an internal note, it will not be sent to the customer.
You can get what you need by adding an email response to the ticket and select to close the ticket in the response. In that case the customer will get the email response and the ticket will be closed. If you have enabled Notification of State Change on the queue, the customer will also get a case closed notification.
In SysConf -> Ticket -> Frontend::Agent::Ticket::ViewCompose, you can select the default state of a ticket when composing an email response, Ticket::Frontend::AgentTicketCompose###StateDefault. The default is "open".
Just below, in Ticket::Frontend::AgentTicketCompose###StateType, you can select what possible states an agent can select on a ticket when composing an email response.
-- Lars _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system?