Attachment in external note

[FrancescoDalan]

Hello,
I migrated my OTRS platform from 3.1 to 5.0.37.

With the older release, when I attached a file to an external note, the system sent an email to the customer with the attach. Now, with the newer release this not happen and the customer receive the email without the attach.

How can I do?
Thank you

[zzz]

Hello Francesco,

Why do you use the external note function for this purpose, shouldn't a normal reply work as well for you?

Best regards
Emin

[jojo]

OTRS never sent an email out of the box on an external note. So please use reply

[FrancescoDalan]

Hello jojo (and zzz),
maybe, in the past, have being use the notes incorrectly, the reply surelly is the best choice.

If so, what is the correct use case for the internal and external note (or rather what is the difference between internal and external note)?

Thank you

[zzz]

External notes are visible for the customer and internal notes are only visible for your agents.

In OTRS 6, there is only a single 'Note' action which adds a 'Is visible for customer' checkbox to the end of the dialog.
Same functionality just more user friendly.

The case could be an information you want to share with the customer (by adding it to the ticket) without notifying the customer.

Best regards
Emin

[root]

External notes are visible for the customer and internal notes are only visible for your agents.

And due to the fact that a note is not an e-mail, this usually means: "visible in the customer interface".

- Roy

[FrancescoDalan]

Thank you everybody