Is there a way to modify the action description text that is posted in the activity log for an activity?
The reason I'm asking about this is because I have included a table of the activity log entries in the 'transfer' email notification, to help people easily see what actions have occurred before the ticket was transferred to them. But when someone replies to that email to update the ticket (or they forward that email with a new subject line to create a new ticket), the system is doing strange things with it, and I believe it's because the initial activity 'action description' text includes the % signs in it for the %DESCRIPTION, %ATTACHMENT, %DOCREP AND %FROM_EMAIL parts of the action description. Is there a way to modify the action description that is posted in the activity log to either remove the % signs, or maybe just change the action description text to instead be the same as the system description? (Create a new request/incident/problem/change/issue)