As a project team member, I would like to setup a new design in a lower environment and once validated, export and import the configuration into Production so that I can efficiently setup a complex process and ensure all fields are setup as per agreement.

As a user I want an option to get quick answers for few simple question where I can try and find the answers I'm looking for. This can be a form of a page displaying the frequently asked questions, knowledge base or help centre content

Hi Team, It would be great for users to be able to mark work items as urgent / top priority. Similar to the new info warning but needs to be a different icon & colour to differentiate between the two Thanks Craig B

Please allow notifications for Work item status changes (i.e. notify user via desktop and/or email when a ticket moves from 'To Do', 'In Progress', 'Waiting', 'Resolved', 'Closed'). Failed emails on work items that i'm following Changing service line and categories When a note is added to a work item Assignee on the work item changes Thanks Craig Bachelet

Not needed before, but now we have conditionality, certain criteria may make it obvious that the CASE should end (ie. COMPLETE and not go on to next step etc.). Having to check for End Points on every subsequent step has become the de facto work-around, and will lead to confusing, hard to maintain configuration.

Consider / Calculate the SLA of the work item based on User's timezone..

In Capgemini we have a business scenario, where tickets should get triaged based on the company tagged to the sender of email. Example when a employee from company A sends an email to X then ticket need to get triaged under Company A, and when employee from Company B sends out and email to X the ticket should get triaged under Company B. This was a functionality till version 8 and deprecate in version 2019

Now that we have ability to preset a tag for a contact, can we have ability to route emails based on contact tag.

As an end user whenever I raise a ticket/case/work item I want to see the below Ticket categories - should be visible throughout the Lifecycle not just at the start of the ticket. Work-item SLA should be added to the work item