Client needs to see in their web interface the reason for closing a ticket.
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Client needs to see in their web interface the reason for closing a ticket.
My clients can not see in their web interface the reason why a ticket was closed. How do I enable the customer interface to see the reason for the closing of the ticket?.
Re: Client needs to see in their web interface the reason for closing a ticket.
reply via mail or note external
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Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
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Re: Client needs to see in their web interface the reason for closing a ticket.
That!jojo wrote:reply via mail or note external
Also know that they can actually see their closed tickets, so anything that the agents added as external notes or email will be available also on the web UI.
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Re: Client needs to see in their web interface the reason for closing a ticket.
- Clients are inside a VPN and there is no e-mail communication between us.
- How do I enable an external note? When agents close a ticket, only the internal-note value is shown as type of note.
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Re: Client needs to see in their web interface the reason for closing a ticket.
The note-type field is no dropdown?
Are you using ACLs to forbid them?
Otherwise you could check if they are disabled, in the SysConfig under Ticket → Frontend::Agent::Ticket::ViewNote --> Ticket::Frontend::AgentTicketNote###ArticleTypes
Are you using ACLs to forbid them?
Otherwise you could check if they are disabled, in the SysConfig under Ticket → Frontend::Agent::Ticket::ViewNote --> Ticket::Frontend::AgentTicketNote###ArticleTypes
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Re: Client needs to see in their web interface the reason for closing a ticket.
Also Ticket -> Frontend::Agent::Ticket::ViewClose
Ticket::Frontend::AgentTicketClose###ArticleTypes
add [+}
note-external 1
Ticket::Frontend::AgentTicketClose###ArticleTypes
add [+}
note-external 1
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