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Show & allow changes to current assignment group and status on front page of Core
Similar to Nano behaviour, allow the ability to show& change the current assignment group & status of a ticket on the front screen of Core. This will reduce the amount of time spent managing tickets.0 Reviewed by Alemba Product Manager
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IPK Title Option to restart SLA clock
There is an option to stop the SLA clock given a specific title, can the option also be put in for the clock to be started again automatically based on specific status. This would help with automating the basic tasks of call workflow.0 Reviewed by Alemba Product Manager
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Updating multiple child calls
update on multiple child calls Please advise on a best way of sending comments (updates) to a multiple child calls. If Service Desk have a Major incident with 150 child calls, is VSM capable to populate an update to all child calls with a single c...0 Reviewed by Alemba Product Manager
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Is it possible to link an incident as a parent record to a request?
A query from a user, is it possible to link an incident as a parent record to a request? It doesn't look like you can as if you are in a request then you can only link an incident as a child record, and visa versa if you are in an incident record ...2 Reviewed by Alemba Product Manager
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Joint ownership of a call
Call Ownership - Add the ability to add Joint Ownership to a call where 2 or more Officers are working on same call. This will enable the Officers to also be communicated with in the event of call updates, SLA Events etc - similar to VSM Delegation.0
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Add option for bringing over closing notes when cloning a call
Currently when cloning a call the cloned call brings over the closing notes from the original call into it's history. There are times that we do not want this to happen, so an option to not bring over the closing notes would improve the functional...0 Reviewed by Alemba Product Manager
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IPK Workflow rules to have the ability to log new calls and link with data copied.
IPK Workflow rules to have the ability to log new calls and link with data copied. -
Be able to schedule a recoccuring Call
We currently have to create multiple reoccurring/scheduled Requests that have one Task in them to do re-occurring pieces of work (e.g. change backup-tapes (Daily), update out of hours call diverts (Weekly), etc, etc.). It would be so much easier i...1 Awaiting Release Assignment
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Add CI and Service to Bulk Close screen
On a normal call closure screen you are able to configure a closure service and CI against your calls. However, these are missing from the Bulk Closure screen. This affects reporting as the Closure CI and Service are pulled through as "Unspecified...0 Reviewed by Alemba Product Manager
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Add option to cascade actions/updates from parent to linked child calls
Feature is already in vFire Officer and the resolution already gets passed across. Would be of benefit. Action should allow user to choose whether the action gets added to children0 Reviewed by Alemba Product Manager