Would appreciate any insight that can be provided. Seemingly (no complaints anyway) everything was working fine up until I recently patched out OTRS-ITSM installation to 4, patch level 15. Whenever an agent made a follow-up note via the web, the email sent to the necessary parties contained the body of the note the agent had just added.
Started getting complaints however, after the patch 15 update, that now the email notifications were instead showing the original body of the email as opened by the customer (first entry in the ticket). Sure enough, check the settings for "Ticket Settings->Agent Notifications->Agent:AddNote" the email template was now showing:
No one ever updated the template to my knowledge. Regardless, I'm attempting to get back the Agent note, but thus far I'm unable to find the right template entry to allow this. I've tried "<OTRS_AGENT_BODY[999]>" and "<OTRS_AGENT_BODY>", but that portion of the notification emails is simply blank with those entries used.
Can anyone tell me what that value should be to simply show the AGENT NOTE that was last entered (and which triggered the notification in the first place?)
Thanks in advance.