Hi @seanpmcclean,
It depends always on client's requirement.
For CSM in general, I think Action statuses is a nice touch and also Special Handling Notes.
For specific scenarios, the entitlements and support units Cases/Hours is also amazing, but not applicable always.
And my wish-list would be FSM, I never been to a CSM project that would have the FSM module implemented, so maybe one day....
What is about your view, Sean?
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