TL;DRs are in BOLD.
Background: My organization's internal customers are accustomed to (and largely prefer) working out of email rather than navigating to ticketing portals. We have both JSM & HappyFox, utilized for different purposes.
I'm wondering if the following HappyFox (HF) features have equivalents in JSM.
- Forward ticket: HF feature allows a ticket submitter to forward the ticket & all its previous thread to another user. In short, it behaves just like a forwarded email. I know that when you add a Request Participant in JSM, the email notif. does not by default include the entire thread and instead directs you to view the request in the Jira portal. Is there a way to include the entire context (comments, history) of a ticket in the body of the email notification that a Request Participant receives when they are added as a Req. Participant?
- Attachments as attachments: Part of the above-described "it behaves just like a forwarded email" is that any attachments on the HF ticket come through in the email notification as attachments rather than clickable links, as they typically appear in JSM. Can JSM email notifications be configured to attach attachments as attachments (:D) rather than clickable links?
- Reduce email notifications to participants (CCs) ad-hoc: HF feature allows a submitter or agent an easy way to eliminate someone from an email notification by simply removing them from the "CC" line in a HF reply/update. It does not remove the user from being associated with the ticket at all, but is a quick way to cut down on email notif's for folks who don't need them. Is there any way, aside from removing someone as a Request Participant and adding them back in later, to manually prevent certain email notifications from being sent to folks associated with tickets?
Thanks in advance for anyone who takes the time to read/brainstorm/shed some light!