Customer ticket Body

[sebdar]

Hi,

I wonder if someone can help me with this one.

I set up a notification for customer to receive an email every time when ticket is closed.
I need to attach original (first article) ticket body to it. I've noticed that if you use <OTRS_CUSTOMER_Body> it will only display the last customer reply. Is there a way to use first article?
Thank you
S

[crythias]

Don't do that. Reply to the first article with next state closed.

[sebdar]

How can I do that?
At the moment my custom Notification event is like this:

Recipient groups: Customer
Event: TicketStateUpdate
State: closed

Subject: Ticket #:<OTRS_TICKET_TicketNumber> is now closed
Text: Hello <OTRS_CUSTOMER_REALNAME>,

This ticket number:<OTRS_TICKET_TicketNumber> has been closed.

Subject: "<OTRS_CUSTOMER_Subject>"

details: <OTRS_CUSTOMER_Body>

[crythias]

How can I do that?

TicketZoom.
Select the first customer article
Create a Reply/Response
Set the next state to closed successfully.

[sebdar]

Thanks, but this not giving a notification to the customer that ticket state has changed to close

[crythias]

then create a response that includes the information and attach it to the queue.

[sebdar]

awesome, thank you!!!!