Email responses to Cases aren't populated in ServiceNow
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...
Allow Knowledge Base Articles to be sorted by date created/modified.
The knowledge base articles are randomly sorted and sometimes causes new articles to be between old articles. Adding the ability to sort by date will make it much easier to see new articles.
Table display of cases in the browser should be wider
The presentation of the cases in the table is confusing and impractical. The table is displayed far too narrowly. If you want to view information that is not displayed on the right, you can only scroll sideways at the end of the table. So you have...
Ability to automatically add users to watch list on cases
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
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.
The Reply Emails not Showing in Portal and not Consolidated
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.
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