I use otrs-2.1.2; there also we dont get an agent comment while closing the ticket, to the customer, even if the note type is note-external. Otrs, it seems, cannot do what you want. I had to do code change to bring this feature. --- On Tue, 1/4/08, Tony Canale wrote:

From: Tony Canale Subject: [otrs] Customer can't see my comments To: otrs@otrs.org Date: Tuesday, 1 April, 2008, 7:58 PM Dear OTRS, Customer can't see my comments:.... when an agent closes a ticket, with comments, the customer that created the ticket gets the email notification but the comments don't show in the body of the email. (they doesn't show in their customer queue either,... it only states that its been closed by the agents.

The only time that the comments show up is when I use "compose answer email", instead of close link.

why are the comments not showing up?

thanks for the help, we are using VER.2.2.5

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