When I add the text <OTRS_TICKET_STATE> to a
response in Response Management function, the value is always displayed as
"open" in the email received by the customer. When I answer a Ticket as an
agent, OTRS generates the predefined e-mail for me and already includes the text
"open" in the reply, after which I can change the Next Ticket State to Closed
Successful, this will not be used in the reply however. How to solve this so the
NEXT state is being displayed instead of the current state?
I also have this
with Notifications. When a ticket is moved from Queue 1 to Queue 2, the Move
notification reply confirm that the new Queue is 1 instead of
2.
Regards,
Maurice.
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