Hi Cesar,
there is an entry in the FAQ on otrs.org:
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ID=70
Steff
cesar sanchez schrieb:
Hi list.
I’m using OTRS as HELPDESK dispatcher in my company, but I’ve got a
problem with QUEUE Notifications. I need to customize a message, based
on the ticket created by the customer on its email, and to put the
internal note that the agent puts in, into the automatic ticket state
change notification, because some agents are closing tickets without
filling up an empty answer, just with the close link, and the customer
needs a little bit more information about its ticket resolution.
There is a list of Variables that can I use with automatic queues
notifications to customize it, like <OTRS_VARIABLE_XXXXX> to include in
that message??? Because I’ve tried a lot and nothing works. Or do I
need to modify something to access those internal notes and answers to
pass them in the notification to the customer?
Thanks…
CESAR AUGUSTO SANCHEZ
Network Engineer.
Hypertec Systèmes
Montreal
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