I know that you can view message history, but I was wondering if there is any way to have SysAid automatically add a note to the notes field that a message was sent to the end user when and Admin uses the "Send Message" feature?
Did you try adding the messages controls the end user view?
If you simply add this control the end user will see all the messages that he was sent , without the messages that may have been sent beteeen admins regarding the ticket,
I could see how you missed this.... I will ask David to add this clearly to the documentation :
You configure it from the incident list - choose view enduser , then add the messages control from visible to available
Now when you go to the enduser portal you will see the messages control in the view your history tickets and also when you click the row - you see the same fields with more data and in full screen
If you still thi adding to the notes is required as a feture rewuest - let me know