Client needs to see in their web interface the reason for closing a ticket.

Pepo · Post by **Pepo** » 16 Dec 2016, 18:04

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?.

Post by **jojo** » 16 Dec 2016, 18:13

reply via mail or note external

wheelshot · Post by **wheelshot** » 16 Dec 2016, 18:47

jojo wrote:reply via mail or note external

That!

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.

Pepo · Post by **Pepo** » 16 Dec 2016, 18:52

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.

RStraub · Post by **RStraub** » 19 Dec 2016, 09:30

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

Post by **crythias** » 02 Jan 2017, 16:42

Also Ticket -> Frontend::Agent::Ticket::ViewClose
Ticket::Frontend::AgentTicketClose###ArticleTypes
add [+}
note-external 1

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Client needs to see in their web interface the reason for closing a ticket.

Client needs to see in their web interface the reason for closing a ticket.

Re: Client needs to see in their web interface the reason for closing a ticket.

Re: Client needs to see in their web interface the reason for closing a ticket.

Re: Client needs to see in their web interface the reason for closing a ticket.

Re: Client needs to see in their web interface the reason for closing a ticket.

Re: Client needs to see in their web interface the reason for closing a ticket.