At Norfolk probably like many of you we use tasks on Service Requests for internal workings to fulfil the SR. Whilst our staff have been communicated to the importance of using the Service Request ‘S’ for any communications with the Affected User there are times when they forget and will take the Waiting Customer Input action (which triggers an email to the Affected User with the task ref). So ideally we would like the ability to only show the Waiting Customer Input Action on Service Requests and not tasks (not sure this is possible though). We could obviously stop the email but its a bit of a catch 22 as at least the Customer knows we are trying to get hold of them, even if the Task Reference has no meaning to them. Just looking for an innovative ideas or others ways of working that are out there
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