How to get the customer informed when closing issue

[Michael Hohmann]

When closing an issue as solved and adding a comment with the solution notifies the customer via email. So far, so good. But I can't edit the notification message to add the solution (comment, which was entered when set the issue to solved),

Tried to use the $comment variable but this is not allowed in this notification.

So please tell me how I can provide the customer with the solution in a single step (mark as resolved -> enter solution -> notification email incl. entered solution (comment)

For the moment I've to add a comment and share it with my customer, then I've to close the issue and will be asked a second time for a comment. The customer gets two notifications. 1st with the shared comment and 2nd about the closed issue :-(

[Jack Brickey · Accepted solution]

I guess the question for me is what is your workflow. I use the Resolve transition and in so doing I select the resolution value, e.g. Done and I entere the solution into the comment field. The customer receives an email with my comment. 

So are you saying in your last paragraph if you simply click resolve and enter the comment there they do not receive this info?

[Michael Hohmann]

@Jack BrickeyMy workflow is similar. And I tried more than a dozend times without seeing any of my entered solutions.

Just a few minutes ago I tried it again and saw the solution below the individual and defined notification template without having a variable for it.

It would be nice to modify the place, where the solution is posted within the email, but that's not so very important.

So I think, my request is solved.

Thank you for help

regards

Michael