aleem bagwan wrote:

Hi All, I think what Francesco need is this; Anyways can you put some light on following scenario: When an Agent closes a ticket by clicking on close link, an email is sent to customer using the notification template. In this mail i want to include the note/comment that was specified by agent while closing the ticket. The thing is that, the email is being sent out but that last agent note is not being sent with other info. Is there any containers like as such present in otrs that can cater to this situation. Any Alternative. Please respond.

OTRS does provide this, it's the ability to close when sending an reply. You have a note confused with an email. Notes are appendages to the ticket, a note will not be sent as an email but can be viewed when set to a note-external type by the customer through the customer portal (note-internal will never be shown to the customer). Emails are exactly that, a response sent to the customer via email. So if you need to send a response when closing a ticket you need to use the reply to send an email and set the next state to be closed. Steve -- Steven Carr Engineer - Khipu Networks Ltd. support@khipu-networks.com - www.khipu-networks.com Secure - Compliant - Infrastructure Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY Registered in England. Company Number 5218573 Specialist Reseller of the year - CRN Channel Awards 2007

Thanks guys. I just needed a confirmation of whether it is possible, so that i can proceed with some dev. Actually, it is a small change in Article.pm module that will bring in the like container in operation. Thanks again guys for replying quickly. Keep up the good work. Francesco Simonini wrote: aleem, that's right, what you write is what I would like...and I can't find anything like but for the note. Well, if the correct way to do this is to send mail and change the state of ticket to close for me it's ok. Thanks, Francesco. 2008/2/27, Steven Carr :

aleem bagwan wrote:

...

Hi All, I think what Francesco need is this; Anyways can you put some light on following scenario: When an Agent closes a ticket by clicking on close link, an email is sent to customer using the notification template. In this mail i want to include the note/comment that was specified by agent while closing the ticket. The thing is that, the email is being sent out but that last agent note is not being sent with other info. Is there any containers like as such present in otrs that can cater to this situation. Any Alternative. Please respond.

OTRS does provide this, it's the ability to close when sending an reply. You have a note confused with an email. Notes are appendages to the ticket, a note will not be sent as an email but can be viewed when set to a note-external type by the customer through the customer portal (note-internal will never be shown to the customer). Emails are exactly that, a response sent to the customer via email.

So if you need to send a response when closing a ticket you need to use the reply to send an email and set the next state to be closed.

Steve

-- Steven Carr Engineer - Khipu Networks Ltd. support@khipu-networks.com - www.khipu-networks.com Secure - Compliant - Infrastructure

Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY Registered in England. Company Number 5218573

Specialist Reseller of the year - CRN Channel Awards 2007

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/ --------------------------------- Get the freedom to save as many mails as you wish. Click here to know how.

I m afraid so. My client is pressing me to have a note that will include the last agent note as a part of closing a ticket. Anyways, i think what Steven suggested is also right.

...

So if you need to send a response when closing a ticket you need to use the reply to send an email and set the next state to be closed. In this situation two separate mails will be sent to the customer, one with agent comment(from std response template) and other with state info, that ur state is closed. And, that is fine with most situations.

Thanks. Francesco Simonini wrote: Sorry aleem but I don't understand, you do a mod to have a tag? Thanks, Francesco. 2008/2/27, aleem bagwan :

Thanks guys. I just needed a confirmation of whether it is possible, so that i can proceed with some dev. Actually, it is a small change in Article.pm module that will bring in the like container in operation.

Thanks again guys for replying quickly. Keep up the good work.

Francesco Simonini wrote: aleem, that's right, what you write is what I would like...and I can't find anything like but for the note. Well, if the correct way to do this is to send mail and change the state of ticket to close for me it's ok. Thanks, Francesco.

2008/2/27, Steven Carr :

...

aleem bagwan wrote:

...

Hi All, I think what Francesco need is this; Anyways can you put some light on following scenario: When an Agent closes a ticket by clicking on close link, an email is sent to customer using the notification template. In this mail i want to include the note/comment that was specified by agent while closing the ticket. The thing is that, the email is being sent out but that last agent note is not being sent with other info. Is there any containers like as such present in

...

...

otrs that can cater to this situation. Any Alternative. Please respond.

OTRS does provide this, it's the ability to close when sending an reply. You have a note confused with an email. Notes are appendages to the ticket, a note will not be sent as an email but can be viewed when set to a note-external type by the customer through the customer portal (note-internal will never be shown to the customer). Emails are exactly that, a response sent to the customer via email.

So if you need to send a response when closing a ticket you need to use the reply to send an email and set the next state to be closed.

Steve

-- Steven Carr Engineer - Khipu Networks Ltd. support@khipu-networks.com - www.khipu-networks.com Secure - Compliant - Infrastructure

Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY Registered in England. Company Number 5218573

Specialist Reseller of the year - CRN Channel Awards 2007

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

________________________________ Get the freedom to save as many mails as you wish. Click here to know how.

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/ --------------------------------- Forgot the famous last words? Access your message archive online. Click here.

Ok, thank you too. Francesco. 2008/2/26, LQ Marshall :

...

...

I to all, I have a question: when I close a ticket I write a note. I would like that this note is included in the e-mail notification to customer. I can't find how it is possible.

That note is an internal note, it will not be sent to the customer.

If I want to send a message on close, I send a email and set the next state to close.

LQ

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

That was what I tried to convey in my last post. Sorry if the meaning was lost in bad English - it's not my native language.

Hum <scratches head>, your English was fine. My reading well that, obviously, is in need of some work ;-( My French is also bad from years of neglect at least you are using at least one other language. At this rate I'll be non-lingual at some point. Sorry about that. LQ