Leah: In the $OTRS/Kernel/Config/Files/Ticket.pm file, there's a config option for $Self->{'Ticket::Frontend::NoteTypes'} -- under it, note-internal has a '1' next to it. note-internal and note-report are defaulted to 0 (disabled). Copy that section into Config.pm, set the values to 1s, and restart Apache (if using mod_perl) and you should be set. Leah Cunningham wrote:

Hi,

I have asked about this before, but never got a response so I am trying again. I cannot find anywhere in the documentation or the system information on what settings to look at to enable the note-external. All of the tickets coming into the system have the option of adding an internal note, but the documentation mentions that there should be a note-external that customers can see with the customer interface.

I have the customer interface set up and it appears to be working okay. I am using LDAP for the backends for the Customer and auth. If anyone knows anything about this, I would really appreciate it.

Leah