Hi, Nils: El Viernes, 18 de Julio de 2008 10:35, Nils Breunese (Lemonbit) escribió: > Jesús M. Navarro wrote: > > On our current OTRS install the only option available when choosing > > the "close > > ticket" option is to add an "internal note". How should I change > > configuration so both internal and external notes are avilable on > > the "close > > ticket" option? > > I believe the standard procedure to close a ticket and let the > customer know is to just send a reply to the customer and set the > state to closed on that reply.
Yes, but there are circumnstances where an e-mail answer is not advisable and a public note is more up to the point. But then, when adding a note is not possible to change state (at least by default). Obviously I can add a public note and then close the ticket afterwards (which then asks forcibly to add a now unnecesary internal note) but that's cumbersome and error-prone. Cheers. _______________________________________________ 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/
