Allow %{ISSUE_DESCRIPTION} in thank_you.md
Release notes
It is useful for a service desk requester to see their original request in the automated thank you email replies. In this release, we add an %{ISSUE_DESCRIPTION}
placeholder so that service desk administrators can include the original request in the thank you email.
Problem to solve
As a ServiceDesk issue creator (via internal company email), I want to see my original issue description (the email body) in the email reply I receive from the GitLab Support Bot so I can see the details of my original request that is being discussed, so that I am not confused/wondering/frustrated and don't have to go and dig up the details again which may not be available anymore.
Intended users
Sally (ServiceDesk Issue Creator) -
- Alternative Job Titles: ServiceDesk Issue Author, ServiceDesk Issue Reporter, SD Issue Author, SD Issue Reporter
Job Summary
I am the end user of some software that is managed by a company that uses GitLab ServiceDesk. I can be any role at the company but am typically not in IT (such as finance, property, sales, etc).
Motivations
- When I am busy with my normal job and I take the time to create a new ServiceDesk issue then go back to what I was doing, later when a discussion email thread is started via the Gitlab Support Bot, I do not remember the details of the issue, and developers ask me questions which I do not have the answers to because I can not see my original request.
- When I have multiple ServiceDesk issues open, I cannot tell just from the subject what we are discussing.
- I do not have the time to check my sent mail to look for the original request that is tied to the current email discussion I am trying to participate in.
User experience goal
The Gitlab user should be able to add a %{ISSUE_DESCRIPTION}
to the .gitlab/service_desk_templates/thank_you.md
file so that the original issue description (SD email body) is also in the email chain.
Proposal
Allow %{ISSUE_DESCRIPTION}
in the thank_you.md
Further details
We have users submitting important details in their SD issue and when asked questions to discuss the issue, the end users are not able to see their original request in the SD email thread.
Permissions and Security
Documentation
Availability & Testing
What does success look like, and how can we measure that?
What is the type of buyer?
This feature should be included in at least Silver.