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We are using a service desk to field access requests to particular databases for our product (this service desk is completely internal i.e., a consultant may require access to XYZ database to assist on a project).
Based on their needs, an expiry date is populated. 3 days before that date, an automated comment is added asking the consultant whether they need an extension to their access, or if it can be revoked. The consultant would then just reply and we would do whatever we need to do.
I was wondering if it were possible to add something like buttons or a select list to that automated comment, that allowed the requestor to choose either "extend" or "revoke", which I could then use to transition the issue status etc.