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Hello, One of my colleague raised this interesting request few days ago. He asking for the reason box when use substatus of the request to be remove, because the substatus should be clear of what it means without need to add reason on it. Also he mentioned that if necessary to add information then he would use comment box instead of reason box for update. (Please see example below). I wonder if there is possible to add new ability to turn on or off for each individually of substatus if need to keep reason box. Thanks, Aaron cc: @samwoo
Afternoon all, Quick question if we have decided to chop and change our catalog items around (E.g. one Service is going to make all catalog items redundant and just use 1 catalog and a simple list) If I remove the old Catalog items will this break something in the background of the old calls logged against them? I can see a option to retire the items is this the way to go? As it will leave a lot of retired items. OR can I just remove them? Hayley.
When applying an email received directly into the mailbox to an existing ticket currently this will automatically attach all email attachments this is to include any email footer images/logos. These non-relevant images are not required on the ticket and appear as attachments in the timeline feed. We are unable to remove these as we would be able to if we raised a new request. The only way we can do this is by going into the ticket and selecting the remove function from the relevant attachment but then this feeds into the Time line. is there another way fo doing this that i am unaware of or is this going to be developed in the future?