Hi Everyone, I have configured a event based notification like so to send an e-mail to the customer whenever I add a external note. I've configured it like so:
*Recipient: *Customer *Event:* ArticleCreate *Article Type:* Note-External *Subject:* <OTRS_TICKET_Title> - Note added *Body:* <OTRS_CUSTOMER_REALNAME>, A note has been added to your ticket : Ticket Title : <OTRS_TICKET_Title> Ticket Number : <OTRS_TICKET_TicketNumber> <OTRS_AGENT_BODY[999]> Reply to this e-mail to add your own note to the ticket history. Regards, IT Now, when I add a note-external to a ticket and view it. I can see the event based notification being instigated and the subject field is populated like so: [Ticket#2010040710000031] Routing Issue - Note added This is as expected. However, the body simply contains the note content. Ticket Title : <OTRS_TICKET_Title> Ticket Number : <OTRS_TICKET_TicketNumber> do not appear in this view. However, the actual e-mail the customer receives is correctly formatted with the relevant information. Does anyone have any reason why this is happening? Thanks, David
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