Lost ticket info forwarding TT to external receipient

[Monitor01]

Hello

I am a neophyte with OTRS (we using version 3.3.1) and I have a question.
I have created and configured additional info to be added to the ticket through dynamic fields that are correctly visible in the Ticket Information box. In this way our customer service representative can add all the proper info to manage incident resolution requests, making sure no info useful to solve the issue is forgotten. However, there are cases when we need to escalate functionally the request to a external company, by forwarding the ticket to a external recipient by email. Unfortunately, when we forward the ticket all the additional info in the ticket information get lost.

Does anyone can give me a suggestion how to solve this?

Thank you very much

Best regards

EDM

[crythias]

Use a reply email-internal with appropriate fields listed in template.

[Monitor01]

Use a reply email-internal with appropriate fields listed in template.

Hi
Thanks for the answer. But how to automatically make sure that the info are added to the reply?
The ideal would be to have that added in the text box

Thanks again

[Monitor01]

Use a reply email-internal with appropriate fields listed in template.

Hi Crythias
I have solved the issue following your suggestions.
Thank you for your help!
EDM