The customer sees nobody note on his ticket.

scorpioncf · Post by **scorpioncf** » 21 Apr 2010, 11:07

The customer sees nobody note on his ticket.

OTRS 2.4.7

Best regards,
Cédric.

mario156 · Post by **mario156** » 21 Apr 2010, 11:41

Notes are only visible to the agents and not to the customers

Regards,
Mario

scorpioncf · Post by **scorpioncf** » 21 Apr 2010, 11:46

How to show the follow-up of the work of the agent to the customer?

The customer must be able to follow the evolution according to his good will.

mario156 · Post by **mario156** » 21 Apr 2010, 11:53

The normal way is via "Compose Answer".

Its also possible to set an external note. When you click on "Note" you need to select "external Note", the standart is "internal note".

scorpioncf · Post by **scorpioncf** » 21 Apr 2010, 12:02

For notes "In wait" and "Close", I have no option of note extern. In what module of Confsys may I make this modification?

mario156 · Post by **mario156** » 21 Apr 2010, 13:19

when u zoom into a ticket. you have the button "Note" on top of the ticket. If you click there u can select between internal and external note below the textbox. thats not an option in the sysconfig

scorpioncf · Post by **scorpioncf** » 21 Apr 2010, 13:23

Sorry, I badly explained.

I have no option Note extern for 'In WaitIT and to Close. I thus wanted to put it since Configsys.

mario156 · Post by **mario156** » 21 Apr 2010, 13:24

in the screen attached u see the option "note-type". there u can select between internal and external

note.jpg

mario156 · Post by **mario156** » 21 Apr 2010, 13:28

do u may confound the terms?

when u do a note u have no option to change the ticket state, because it´s just a note

scorpioncf · Post by **scorpioncf** » 21 Apr 2010, 13:29

And for In Wait and Close, I have no External Note in Note Type.

From which module of configsys it is necessary to parametrize it so that he appears there.

scorpioncf · Post by **scorpioncf** » 21 Apr 2010, 13:29

mario156 wrote:do u may confound the terms?

when u do a note u have no option to change the ticket state, because it´s just a note

ok

scorpioncf · Post by **scorpioncf** » 21 Apr 2010, 13:33

Thank you for your help, it helped well me.