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Outlook Console, template selection based on support group

Adam_DzyackyAdam_Dzyacky Product Owner Contributor Monkey ✭✭✭✭✭
As an SCSM admin, you have to default the Outlook console's Work Item creation to a single template - it would be awesome if multiple templates could be defined so that based on the user initiating the Outlook task it picked up their Support Group and then used that to drive what template was actually picked.

I suggest this as users new to SCSM (or those even intimately familiar) leverage the Outlook console to get items into SCSM faster and more consistently. But as SCSM becomes deployed to more departments within an org the possibility of the person kicking the task off and forgetting to change this value to something (that would be in their queue scope) increases dramatically. What's more, the idea of queues/permissions is something more casual user's of SCSM have no concept of and thus create Work Items that either are accidently created in someone else's queue OR worse go completely unnoticed.
3 votes

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