24 Apr
2008
24 Apr
'08
10:32 a.m.
Hi, I have the OTRS system ([ OTRS::ITSM 1.0.6 http://otrs.gb-solution.com/otrs/index.pl? ], Powered by OTRS 2.2.6 http://otrs.org/ ) running. I am trying to get the notifications to work to our requirements. What I would like to see is * When an external note is added by the agent, a mail is sent to the customer * When this mail is sent to the customer, it should contain the note that was added by the agent instead of a mail which says that "A new note is added to the ticket" If I am not mistaken, mail on external note was working initially when the system was setup. But, I cannot find the option to enable it now. Thanks. Sherry