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Ability to remove notes incorrectly added to a call.
Occasionally we have analysts adding notes to calls different to what was intended. This can cause confusion for analysts searching for resolutions to existing problems or investigating call histories. We would like the ability to remove these ent...0 Awaiting Release Assignment
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Allow an analyst to have simultaneous chat sessions
This would be useful as analysts would be able to assist numerous customers at the same time increasing productivity0 Reviewed by Alemba Product Manager
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Child calls inherit attributes of parent call
When a call is linked to a parent call we would like the child to inherit the Service, CI, Type and KA linked to the parent. In addition when a parent is updated we would like the child to be updated in the same way.0 Reviewed by Alemba Product Manager
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In Calls Outstanding add a column to display the total number of calls that are linked as children to that call
This will allow our analysts to see which calls have the most number of linked calls to assist them with prioritizing their workload0 Reviewed by Alemba Product Manager
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Auto 'stop the clock' on certain IPK Status Titles
Be able to stop the SLA clock automatically when a call is deferred/assigned to a particular status. E.G. Awaiting Resource0 Reviewed by Alemba Product Manager
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Calls: Allow suspension of parent to apply to linked children
It would be useful when dealing with a parent and child linked set of calls that the suspension of the parent should have an option to also suspend the child calls so that the linking means that you don't have to deal with all calls individually0 Reviewed by Alemba Product Manager
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Bulk Suspend Tickets
When a problem job is created and children are linked to it, then these jobs are forwarded to the team that is investigating the issue. We can bulk close these jobs and can close them by closing the parent but cannot highlight a few jobs from the ...1 Reviewed by Alemba Product Manager
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Ability to dynamically filter CI's based on the service type selected
It would be very useful to be able to filter CI's based on service to reduce the list of CI's that get presented.0 Reviewed by Alemba Product Manager
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The ability to convert an Incident to a request or request to incident
If a customers log a ticket in the incorrect format, it takes time to convert from one to the other and incorrectly logged tickets skew the accuracy of reports1 Reviewed by Alemba Product Manager
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When a note is added to a suspended call it should come out of suspension
Currently you have to view 'live' calls and 'suspended' calls separately. It would be more efficient If a note added to a suspended call forced it out of suspension and back to the 'live' queue0 Reviewed by Alemba Product Manager