Problem to solve: When users try to forward an email using Service Desk, the issue created only includes the email directly from the user and not the forwarded documents or message in the email being forwarded. The forwarded content needs to be forwarded separately and directly to me, or pasted into the body of the email and the document attached directly.
Proposal: Allow for content and document attachments that are forwarded to become part of the issue being created.
What does success look like, and how can we measure that? This will help save time by not having to go back and request the information be resubmitted, or having the user take time copying the text or saving the document locally so it can be re-attached to the issue being created.