Our staff (both requestors and technicians in the system) prefer to respond to requests through email. I have been unable to find a variable in the notification templates to allow us to include them. We would like to have the following abilities:
1. Include links to attachments added during a reply (from email, or web interface) to the outgoing notification.
2. Include links to attachments added during ticket opening to the notification.
3. In the reply template/reply notification, be able to add the original request description. In the notification rule for "Notify Requester and CC users when a technician replies to a request the only description variable displays the reply description. We would like to be able to reference both the original description and the reply description.
Thanks for your assistance!