Email case and private notes prompt
The email case functionality within IssueTrak is ambiguous when prompting if private notes are to be included or not. Agents just tend to click OK, as it is the default button, and this is bad as it would send private notes to the end user.
Could the message box be changed so that the OK button, the default, DOESN'T send private notes and the user has to consciously press the other button if they want to send private notes?
Private notes being sent to the end user accidentally could be a very big issue. We have to train people heavily to click cancel.
Issue #96761 logged as a product request.