Send reason of closure (last article body and title) in notification

[Laurens]

Hi

How can I add the reason of closure (= last article text and last article body) in a notification?

[jojo]

there is no good way for this, you can use the correct tag for the last agents article body but the communication flow in OTRS is designed in a different way. Just send the customer a reply with the solution and close the ticket in the same step, don't try to copy weird functionality of other tools.