Function to contanct agents/customers for clarification

[aph]

I would like to add a functionality to the ticket menu (see screenshot below), whereby I can ask for a clarification for example.

Unbenannt_6.PNG

Let's assume an agent working on a ticket created a note and it is not clear what is meant by the content of it. I would like to have a functionality whereby I can contact the agent who created this note through web interface for clarification and set the status of the ticket to 'waiting for reply'. Is such function already available or do I have to create it myself?

[crythias]

forward note-internal

[aph]

I don't see an option to forward an internal note

Unbenannt_56.PNG

[crythias]

copy paste or just add another note. The owner (if locked) or the "My Queues" (if unlocked) will get notification of the new note.

[aph]

When adding a note there are two options for note type: note-internal and note-external. I added email-internal to Ticket -> Frontend::Agent::Ticket::ViewNote under Ticket::Frontend::AgentTicketNote###ArticleTypes. I choose Email internal, the agent still receives a general message that a note has been added from OTRS notification master. How can I onfigure OTRS so that when email-internal is selected an email is sent from the queue.

[crythias]

Where can I configure that the agent is notified via Email?

The owner (if locked) or the "My Queues" (if unlocked) will get notification of the new note.

[aph]

Sorry for the copy/paste, but I had edited the earlier message, after you replied to the original.

When adding a note there are two options for note type: note-internal and note-external. I added email-internal to Ticket -> Frontend::Agent::Ticket::ViewNote under Ticket::Frontend::AgentTicketNote###ArticleTypes. I choose Email internal, the agent still receives a general message that a note has been added from OTRS notification master. How can I onfigure OTRS so that when email-internal is selected an email is sent from the queue.

[crythias]

How can I onfigure OTRS so that when email-internal is selected an email is sent from the queue.

Don't do that. If you want to send an email message, use forward or reply.

[aph]

I don't see an option to forward an internal note

Unbenannt_56.PNG

Still there is no option to forward an internal note. Can this option be configured in SysConfig?

[jojo]

no