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Can I request an enhancement to the Email options held at a Service level, to enable the automatic inclusion of connections when opening the request 'Email Action'. Connections is a very useful facility, but is let down by the need to manually have to add the connection on to the email action each and every time you use it. This whole relies on the analyst remembering to add the connections, which with human error results in an inconsistent application. We would propose there is an options as below:- Impacted connections - option None, To, CC or BCC. Interested connections - option None, To, CC or BCC By having a setting a the Service level this can be controlled and set due to the particular needs of the the service, rather than a system wide setting. Having the options above give complete flexibility to fit different service desk needs. Cheers Martyn
When adding subscribers to a service the lookup is including archived accounts. In out particular case it is listed archived external organisation records. Can the lookup be modified to not include archived objects, have a filter or somehow indicate in colour/label that the object is archived. In our case where we have archived duplicate objects, there will be multiple matched with the exact same name. Cheers Martyn
We have a large volume of service and managing the on a service by service basis in order to try ensure each organisation has the correct services is very difficult to do using the current user interface which is service-centric. It would be really useful to be able to view all services which a organisation is subscribed too from the organisaiton screen and have the ability to add or remove them from this view, rather than having to access each service individually to check or alter the service subscription. Cheers Martyn