We have configured Solman Helpdesk, in our scenario
1. e-mail get triggers every time there is change in message status (e.g. from New to Inprocess).
2. e-mail contain Service Order smartform as PDF attachement .
Our requirment is that if some one changes the status of message and written some reply content (I am processing this message. ),
then reply mentioned by person should be available in PDF attachment of smartform .
Do I require to modify Service Order smartform to include reply into this OR this can be achived by configuration / customization in SOLMAN system ?
Could you please guide me to achive this.
Thanks & Reagrds