Is it possible to have the entirety of a forwarded email be a private note? We know how to put the ticket number in brackets [#INC-XXX] to have a forwarded email be associated with a ticket but in some cases we’d like the requester to not receive the information enclosed in the email such as purchasing information or background research. We understand we can use the email commands to make the body of the email listed as private but would like to have the requester not receive any notification about the email being added to the ticket. Is this possible?
+3Hi
Yes, it is possible to forward an email and have its entirety added as a private note without notifying the requester. When forwarding the email to be associated with a ticket, you can use email commands to mark the body of the email as private. The requester will not receive any notifications.
To add a private note to a ticket using email commands, you can include the following command syntax while sending your email:
@Simonsays "action":"note" @Simonsays
Include the note text as the body of your email after the command. The requester will not see the email command text or receive a notification about it. This will ensure that the note is added as a private note in the ticket.
I just tried using those commands and it resulted in a public note. I began by creating an email forward and in the first line inserted
@Simonsays "action":"note"
then scrolled down to the bottom of the forward and put in a closing @Simonsays and it resulted with the following message which contained no data:
Here is what the email itself looked like (with the body and identifying info redacted), I’ve highlighed where I added the tags you recommended:
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