Hi,

 

I have the OTRS system ([ OTRS::ITSM 1.0.6 ], Powered by OTRS 2.2.6  )  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