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