Hard problem – <OTRS_AGENT_Body> and <OTRS_CUSTOMER_BODY>

[hero188]

I set Notification (Event) as follows
Subject: (blah…)
Text (content of email): use tag <OTRS_CUSTOMER_BODY>
If a cutomer replies a ticket, it sends an email notification with content as customer wrote, but when an agent replies that ticket, it send empty email event notification. The reply of agent doesn’t display in the email.
I change the confiuration as follows:
Subject: (blah…)
Text (content of email): use tag <OTRS_CUSTOMER_BODY>
Now the email content is reverted. If a cutomer replies a ticket, it sends an empty email notification, when an agent replies that ticket, it send email event notification with content as agent wrote.
Please help me to set event notification to send an email as follows:
- If agent replies, it send an email (notification event) with reply of agent
- If customer replies, it send an email (notification event) with reply of customer

[jojo]

to who you wan't to send this emails?

If a customer replies the agent who locked can get a notification based on his personal settings
if the agent replies to the customer, the customer will receive an email directly

The 2 variables are doing what they should:
- one is sending the latest agent article
- the other is sending the latest article from customer