issue with otrs ticket notification

[srto]

Hi,

We have set up a "close ticket notification" so that the customer receives a notification when a ticket is closed. We have 2 issues with this notification:

1. The notification is not always sent to the customer who has originally raised the ticket but to some other agent that has intervened in the ticket (even though the customer field has the correct customer).

2. The notification sent to the customer should start with:

Dear <OTRS_CUSTOMER_DATA_UserFirstname> <OTRS_CUSTOMER_DATA_UserLastname>,

Some customers end up receiving a "Dear - -" as if the first name and last name are unknown even though the fields for name and surname are filled in for that customer.

Could you kindly help?

Thanks!