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Attach objects to Closed calls
Alongside being able to add notes to 'closed' calls it would be good to be able to attach supporting documents without reopening the call0 Reviewed by Alemba Product Manager
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Create call from template in Core
Allow officers to log/create new calls from templates in Core. This would be extremely useful for our IT staff at the Service Desk and Operation Centers, where like calls are frequently created. Having the ability to create from template would sav...0 Reviewed by Alemba Product Manager
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Filter Officers and groups when forwarding a call.
Enhancement to have the ability to filter the officers and groups when forwarding a call, task or request based on the status selected. ie if the status is assigned to Support, only show Support groups and officers. 1. Need to add new Admin page...0 Reviewed by Alemba Product Manager
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Date/Time selection defering a Call
When you defer a Call you can select a Time in the past. Defering a call should only allow selection of a time in the future.0 Reviewed by Alemba Product Manager
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Ability to add attachments to closed Incidents
You can add a note to a closed Incident, would be ideal if you can add a document when a ticket is closed so officers don't have to re-open it to add.1 Reviewed by Alemba Product Manager
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Add asterisk indicating "Reason" is a required field
I suspect this is an oversight. when closing a ticket an analyst is required to add a "Reason", which they should, but the asterisk indicating a required field is missing to the right of "Reason".0 Reviewed by Alemba Product Manager
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Currently SSP users receive 2 emails after they have logged an incident
Message type - 1026 - Calls logged by SSP User as well as the Message Type 12000 which triggers the OTB RS IPK Workflow Notification - Auto Reply - Calls Logged are both activated when a SSP user logs an incident. As a result, we need to manually ...0 Reviewed by Alemba Product Manager
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Auto-closure reason update to not overwite reason entered at resolution
In order to produce accurate reporting on Incident resolution, a client should be able to report on the reason inserted by the analyst when they resolve the call NOT the reason that is overwritten by the auto-closure rule set up. This was determin... -
Call Status to be automatically changed when a call comes out of suspend
At the moment if a call is suspended and the Call Status had been changed, for example to 'With Customer', when it comes out of suspend the Call Status does not change (back to In Progress). This means that in the workload/call queues it will stil...0 Reviewed by Alemba Product Manager
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Rules Builder to support Text Area field.
Would be great to have the ability to build IPK Workflow rules based on a certain keyword in Problem Description0 Reviewed by Alemba Product Manager