Option to include ticket history and or existing attachments to ticket comment

Idea created by 6828508 on May 25, 2016
    Long term plan
    Score10
    • 6828508
    • craig.stockman@samanage.com

    (Originally posted on 10, March 2015)

    When I update a ticket with a comment, only that comment goes out to the requestor.  Usually this is what I want but not always.  Also if I want to include a previously posted attachment I have to download it and upload it again.

     

    A couple of examples of when this would be useful:

     

    1) If I've added a cc or I've changed the requestor I will often want to include the full history of the ticket, or make sure they have the attachments.  We do this a lot when we're getting approvals.

     

    2) I want to reply to the previous post inline.

     

    I see two additional features here:

     

    1) Under insert an existing solution you could have "Insert ticket history" which would insert editable text.

     

    2) Add an "Insert existing attachment" button when you go to select "Attach files"

     

     

    We use SSO for logins and external parties cannot log into Samanage, so the ability to send them ticket history is important.

    What problem will this feature solve?: