Customer external e-mail changed to internal note

[Chakr]

Hi everybody,

We want to change an e-mail sent by an Agent in reply to a ticket from customer external email to an internal note so that the customer cannot see it from the customer portal.

Or remove from the ticket, we tried the split function but the e-mail stays on the ticket and a new ticket is created.

How can we hide it from the customer portal?

Thanks a lot for your answers,
Chakr

[crythias]

it would take a database manipulation.

[Chakr]

Thx for your reply.

[crythias]

The following is not recommended to do. BACKUP your database. Document your changes. UPDATING OTRS directly is frowned upon, can lead to data issues, etc. That said, this change is reasonably safe, except the History will believe it was different from what the article says.

Specifically, you can find the articleID in the URL
OTRS SQL Box
select at.name, a.article_type_id, a.a_from, a.a_to, a.a_subject from article a left join article_type at on a.article_type_id = at.id where a.id=[articleid]

select * from article_type

database:

If you have phpmyadmin, you could probably directly change this entry.

[skullz]

Hi everybody,

We want to change an e-mail sent by an Agent in reply to a ticket from customer external email to an internal note so that the customer cannot see it from the customer portal.

Or remove from the ticket, we tried the split function but the e-mail stays on the ticket and a new ticket is created.

How can we hide it from the customer portal?

Thanks a lot for your answers,
Chakr

try to use email-internal instead of email external when reply..