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Subject
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Ticket type
Impact
Single User Affected
Multiple Users Affected
Company Wide
Urgency
Business is degraded but there is a reasonable workaround
More of an irritation than a stoppage
Major business processes are stopped
Summary
How to add the email
Note + attached .eml
recommended
Adds a timeline note and the original email file
Note only
Attachment only
How much of the message
Entire thread
Latest message only
Keep private
— internal only, hidden from the end user
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