aman wrote on 5/21/09 10:27

Is there an option somewhere in OTRS that sends out an e-mail (i.e. from the the notification master) to customer that informs the customer that his/her ticket has been closed with the note we have wrote when the ticket was closed.

Yes OTRS will do this. I ?think? it is configured under QUEUE <--> RESPONSES under the admin/configuration section of OTRS.