We would like to add all notes attached to an incident and attachments (E.g. excel spreadsheet) as part of the resolution notification when an analyst resolves the incident.
This is ultimately a resolution that provides the customer with a full trail of notifications. (All e-mails to 3rd parties, users etc. placed in sequence of events in the resolution e-mail to the customer)
We can't use the self service portal to keep the e-mail trail as bulk of the customers do not want to use the self service. They prefer an e-mail with the trail of events (details).