Solution on close email notification

[nandozzi]

Hi all,
i want to add the solution of the ticket in the automatic email notification to the customer.
I want that when the customer receive the closing email, he can see the solution without open the releated ticket from the link provided.
Is it possible ?

[jojo]

you should write them an email response with the solution

[nandozzi]

Thanks for your reply, but i want that the automatic email based on an event notification, has the solution inside.
Now i need only to find a notification tag usefull for doing it.
So my question is: there is any tag that i can add to my event notification ???

[jojo]

As there is no solution article there is no such a tag. As the agent needs to write the solution he can write it in a mail

[nandozzi]

My purpose is to send the solution provided by the agent into the notification. I'll try to explain how it works now into my organization.
An agent receives a call and opens the phone ticket. Then he tries to resolve the problem and when has finished, writes the solution into the ticket.
Now the system send automatically the email (using an event notification) to the customer and INSIDE this email i need that the solution was included.
This is my question. How i can insert the solution without writing a single email each time that a problem was closed ?
Thanks in advance.

P.S. Sorry for my bad english as you can see from my nickname, english is not my primary language...

[jojo]

The agent will write an email response including the solution via OTRS. This will be saved as an article. (and also can be seen in Customer Frontend)

[nandozzi]

So if i have understood, you suggest to use the function "Compose Answer (email)" for closing the ticket?
In this case an email will be sent to the customer and the ticket was closed?

[crythias]

yes. (If the next state is closed)

[nandozzi]

Can be a solution. Thanks for your help.
I think we can close this topic as solved.

[Cornelle]

I think it is possible to do that in closing the email notification. But it is difficult to find info in online, but my friend says that there’s lot of info that we can get in google. However, why you not try to get search in google maybe you can find some info that you can use in your topic.