Hi, Prafulla Kumar H.S. schrieb:

Hi,

1. While closing a call there is an option for selecting Internal Note, External Note and Report. I am not able understand exactly how to make use of this functionality. I request some to tell me about the difference between each one of them.

1a) all articles (notes, mails, phonecalls, ...) are of one article-type like note-internal, note-external, note-report All article-types that contain "int" can't be seen within the customer-webgui. 1b) Note-report could for example be used to document things that should be used for alter statistical looks on OTRS-data. Note that Note-report can be viewed within the customer-webgui.

2. After closing a ticket, is it possible to send the contents recorded in "text area" of closing ticket menu to requester, agent and queue owner.

2a) Just compose a mail to the customer with state closed instead of closing the ticket though the close-note. 2b) The agents himself closes the ticket - why should he sent his writting to himself? 2c) What do you mean with "queue owner"?

Regards, Prafulla Kumar

Bye, Alex