Would it possible to add an option to insert the solution url (portal view) into a incident comment rather than what we can do now in copying the solutions content into the comment.
Whilst this works, it does not incentivise the use of the helpdesk self service portal if they are an email to IT based user. By proving the link to the solution, they get exposed to the portal.
At the moment we are trying to give a real push to users to use the the portal primarily rather than sending in emails (via tough love, let me google that for you style). This means going to portal view, finding the solution, copy and pasting the url in the incident comment, with additional advice on how to search in future where appropriate.
It would be handy to not have to switch views to do this.