Is it possible for customer to see an attachment?

Moderator: crythias

Locked
tomekliw
Znuny newbie
Posts: 32
Joined: 02 Dec 2010, 11:17
Znuny Version: 3
Location: Poland

Is it possible for customer to see an attachment?

Post by tomekliw »

Hi,

Is it possible for customer to see an attachment? When I close tickets sometimes I want to add some files for customer. I can add them in the form but customer cannot see it from customer panel and in notification email neither.

TEJOTEL
OTRS 3.1.10 on CentOS and MySql. Auth for customers and agents via both Active Directory and local database.
ferrosti
Znuny superhero
Posts: 723
Joined: 10 Oct 2007, 14:30
Znuny Version: 3.0
Location: Hamburg, Germany

Re: Is it possible for customer to see an attachment?

Post by ferrosti »

Do you close the ticket via 'ticket close' or as a reply to customer and set its state to closed there?
2nd should work fine.
openSuSE on ESX
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems
tomekliw
Znuny newbie
Posts: 32
Joined: 02 Dec 2010, 11:17
Znuny Version: 3
Location: Poland

Re: Is it possible for customer to see an attachment?

Post by tomekliw »

Thank you, but I need this funcionality in ticket close.
OTRS 3.1.10 on CentOS and MySql. Auth for customers and agents via both Active Directory and local database.
crythias
Moderator
Posts: 10170
Joined: 04 May 2010, 18:38
Znuny Version: 5.0.x
Location: SouthWest Florida, USA
Contact:

Re: Is it possible for customer to see an attachment?

Post by crythias »

Don't use Ticket Close for that purpose. Just use Reply and put the next state as closed, like Ferrosti said.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Locked