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Workflow task to be able to create an IPK Ticket
There are situations where within a workflow it would be nice to be able to create an IPK ticket. The IPK ticket would automatically be linked to the request. You could have the option to not continue the workflow until the linked IPK ticket has b...0 Reviewed by Alemba Product Manager
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There is no way to suspend a task.
There is no way to suspend a task. They know there is a delay task but they want to be able to suspend a task in ad-hoc situations. This would be useful in VSM and vFire2
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Rules Builder in Task to be able to reference fields from the parent request
We want to be able to build rules in the task details screen based on fields the customer has entered on the Request Submission screen Currently if are in a Task you can only create rules from Task fields. As a consequence I need to use a conditio...0 Reviewed by Alemba Product Manager
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Keep workflows running without stalling in edit mode
Background When IT staff log a request directly in the tool, I have noticed that it will often stall when submitted or saved and the request is kept open. Sometimes it will stall and sometimes it will progress depending seemingly on the type of ta...0 Reviewed by Alemba Product Manager
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Save button on workflow screen needs to save request too
I've seen multiple individuals go to the trouble of creating a request, building the workflow and flushing out each of the tasks - carefully clicking save at the top of the workflow screen throughout the process - only to lose everything they have...
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Reviewed by Alemba Product Manager
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Allow worflow to run a report
This is required so that business process automation can create outputs to other systems (e.g. csv files, etc) We should also have a report type of csv as well as excel.0 Awaiting Release Assignment
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When a customer adds a note to a request from the customer portal, we would like to know how to get the owing group gets notified.
When a customer adds a note to a request from the customer portal, we would like to know how to get the owing group gets notified. I tried a few scanarios. If there is an open request for a customer. The customer logs on to the Customer Portal, Se...0
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Show that a task / call has been delegated to someone else
If I am managing a request and a task in that request is currently with an analyst who has delegation set, I would like to be able to see who is currently responsible for this task. There is currently no way of knowing this. -
Feedback emails from knowledge articles
We're reviewing our service desk processes and realised that it would be really good to be able to create a workflow for the knowledge "entity". Primarily we would use this to create a workflow to email feedback and ratings against knowledge artic...0 Reviewed by Alemba Product Manager
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Closure Task Survey Options
Request to modify closure tasks to enable admin to choose whether or not it sends a survey. For example, we have numerous requests which link to other requests. Once the child request is triggered and the parent closes the user will receive a clos...0 Reviewed by Alemba Product Manager