Additional Comments - Optional Send - Secure Messages

[Adam Day]

Firstly I'd like to say Hi - as this is my first post to the community....Hi

I'm a "Business Owner" within our org, so I don't have deep technical knowledge of ServiceNow.

We've had a requirement surface from the mail user base to have the option to choose whether to include an "Additional Comment" in any of the Email Notifications that are configured.
The use case could include (but not limit to) sending OTP, or config details of a system.  We would not want this information to be sent over email but would want it to be included in the customer visible ticket log.
This will allow them to login into the customer-facing portal, and retrieve the information.

There are a number of notifications configured in our instance that include "additional comments" as part of the email body, some will send the most recent comment, and others will send the most recent X number of comments.
In both cases, the "secure" message should be excluded from the email

Is this something that anyone has setup in their instance?

A previous ITSM tool we used allowed for this functionality, by providing a checkbox when a comment was added so that the user could decide to email or not.
In this previous tool I had configured 2 different notification types.  A default on where the template included the comments added, and a "secure" one that did not - and in place just had fixed text to direct the recipient to the portal to "collect" the information added by the user on our side.

Obviously, out IT dept is responsible for any development of this kind, but to be able to point them in a direction that is known to work would be useful when I write the user story to request the enhancement.