let customers see the state of a ticket in emails

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Riluin
Znuny newbie
Posts: 5
Joined: 14 Apr 2016, 16:11
Znuny Version: 3.3.9

let customers see the state of a ticket in emails

Post by Riluin »

Hello,

I would like to let my customers know the state of their tickets during email exchanges.
In the Admin Panel you can configure your own Templates, but when I use the tag <OTRS_TICKET_State>, the state seen is the current state.

For example, if I want my customers to know that I'm closing the ticket they can only see, with that tag, the current 'open' state. In this way I don't have to write again and again that the ticket is about to be closed.

Is there any possible way to the 'next current state' to be seen in a email?
Perhaps a tag I don't know?

Regards,
Riluin
Otrs 3.3.9
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