customizing notification message - change owner

dedes · Post by **dedes** » 14 Nov 2011, 10:53

Hi,

We have some remote OTRS workers. They can't always connect to our OTRS (running intern). When assigning tickets to them they get a message: new ticket is assigned... with only an url to the OTRS webinterface. So they can't view/read the body of the original mail/ticket and they don't know what the message is about. Is there a possibility to add the full body/message to this notification? I've already used the OTRS_CUSTOMER_Body/_TICKET_Body but then it's showing only the note I've added when changing the owner of the ticket but not the original body of the ticket/mail the customer sends.