Users want to be able to add an admin to all cases (whether it be by certain product like iTwin or group) so the admin is able to track updates on those cases. Hatch has requested this enhancement to SN.

Add same Email Subject for all emails that were sent by the System As an administrator, manage 10-15 Service Ticket/Cases in one month. Which results in long threads of emails with ServiceNow, and support teams. In ServiceNow, I am receiving each ...

Images are broken up and fragmented into separate messages. It is difficult to communicate issues to Product Teams and share images/screenshots of issues. The images shall be part of the same note as the text.

With the current interface , it is not possible for the account admin to filter the cases by user's/contact country because there is a missing column: "User's Country". see image here attached

In Bentley Support Portal, emails sent from Support appear in Bentley Support Portal Case activity log. But the reply Emails do not appear in Case Activity Log in Bentley Support Portal nor consolidated with main email thread.

Communicating via email is significantly faster compared to logging in and typing responses in the ServiceNow portal. However, when a user responds to an email, the email response is not posted to the case portal. This means there is no clear docu...

E365 user' survey response against ServiceNow case CS0343096: " This was the first time I was asked to restore a file on our ProjectWise datasource.) The overall task to restore the two files was "easy." Once the request was submitted, it was reso...

With the current interface, it is too easy to accidentally select the documentation for the wrong product. If we could narrow down the choices by product, language and even latest versions, it would be easier to navigate the document options

At the moment, the option to modify a CS post is not available. However, this is a good point which I think would be beneficial for all our users.