Hi,
I've configured a notification to be sent to the customer when the state
of the ticket changes to pending auto close+. The ticket changes to this
state when an agent replies to a notification by e-mail.
The thing is: When an agent replies to a notification, and so changes the
ticket-state to auto-close+, the configured notification to the customer
is beeing sent fine, but it contains the complete content of the e-mail
sent by the agent. I didn't configure the notification to contain all
that, but only to contain one fixed line of text.
Why is the content of the message/article included in the notification and
how can this be prevented?
Thank you in advance!
Regards,
Misha
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