Quite often we have the situation were we have internal discussions for specific tickets via OTRS (4.0), but not every employee is fully aware that also customers could see such internal emails on a ticket since the articles that are created with each email are set as "external" per default (no, we do not want to have every employee writing the messages directly via OTRS where they could mark them as "internal" right from the beginning).
How could we manually change the type of single articles to "internal" or somehow hide id from customers that have access to that ticket?
kind regards, and thanks in advance
