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Change the label on Open Call button in emails...email_include_mmaurl
We would like to be able to change the label on the Open Call button in emails...email_include_mmaurl...to Review Call because we think our users might think "Open Call" means open a new call.0 Reviewed by Alemba Product Manager
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Toggle self service e-mails on or off for Calls
This would bring it inline with call's logged on Core and allow the communication to be the same regardless of the source.0 Reviewed by Alemba Product Manager
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Ability to be able to configure in admin Message Subjects Read for Updates
The ability to be able to adjust the wording used to process email updates should be added to the system admin and taken off the server file (xml) so that customers can easily configure their email subjects without having to change the xml file. ...0 Reviewed by Alemba Product Manager
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instead of just reopening as the closing officer, can we forward to the officer always?
Please add the following option to Incoming Email settings for reopening of closed calls: Assign to closing officer0 Reviewed by Alemba Product Manager
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Active Directory Synchronisation logs to clearly identify which environment the log is generated from
Currently we have 4 environments - 3 testing and 1 production. All have the Active Directory synchronisation setup with the log to be emailed to me each time. Issue is, I end up with 4 emails that are the same and it's not clear which environment ...1 Reviewed by Alemba Product Manager
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Don't create new call if subject doesn't match criteria.
Instead of the all or nothing when an email comes in, have the ability to not create a new call if the subject does not match set criteria.0 Reviewed by Alemba Product Manager
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Send Auto Reply configuration options on Incoming Email
Add additional configuration options on Send Auto Reply within Incoming Email settings, specifically the ability to set what call states would generate an auto-reply. The best example I could think of is when you would want an incoming email to be...0 Reviewed by Alemba Product Manager
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Incoming mailbox CC'ed - do not create/update the ticket
If the service desk mailbox is CC'ed rather than in the 'To' recipient on the incoming email, we should have the ability to not create/update/reopen a call. I.e. Only action emails to ITService mailbox (incoming mailbox) that are directly addresse...0 Reviewed by Alemba Product Manager
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Additional Incoming Email Functions
[Reassign#2307690] Can we add this as an option so that the call can be automatically be transferred to a Specified group for when a call has been incorrectly assigned. I understand that it can't be set to send to any group, else it can be used to...0 Reviewed by Alemba Product Manager
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Send Email Dialogue from within a Call/Request closes when you hit Escape Key
Send Email Dialogue from within a Call/Request closes when you hit Escape Key This causes users to loose composed emails by mistake can the Escape Key not action anything for this window. This is a usability issue reported by Users during UAT Phase0 Reviewed by Alemba Product Manager