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Automatically change call partition when call is forwarded to an IPK group of a different partition
Automatically change call partition when call is forwarded to an IPK group of a different partition Ideally all IPK groups are registered for automatic conversion if possible so there are no circumstances whereby officers send tickets and the rece...0 Reviewed by Alemba Product Manager
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Edit fields after closure
It would be useful to be able to define fields that are editable after closure such as priority, type, reason, etc. to fix them for reporting purposes without having to re-open the calls/requests.0 Reviewed by Alemba Product Manager
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ability to set browse limits for different people/assignment groups
to enable certain people to be able to browse more records than others - as others use the search faciilities differently example...Change team would want to see more items in the CMDB than a service desk analyst1 Assigned to a Release
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Searching for a task under customers name
When doing a call search for task, you cannot currently enter the customers name to search under. It would be useful to have this functionality.0 Awaiting Release Assignment
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Add paste as plain text button to Core/Nano Call/Request/Task screens
I have frequently seen where you paste lines from the same box or another box or a word doc and they get pasted in as a table offset from the original, something very odd goes on with the mark-up. Having a paste as plain text button in the UI migh...0 Reviewed by Alemba Product Manager
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Add history sort option to the smaller history tab on the call details screen
Currently the main history sorting functionality doesn't also control the smaller call history tab on the call details screen. Keysource feel it should be consistent and set the order for both or add functionality to sort them independently of eac...0 Reviewed by Alemba Product Manager
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Would like the ability to merge duplicate person records
Over time people can change email addresses, or have different addresses configured for various projects that they are working on. Currently the way ASM works, the person would be created as a new person if they email into the system and anonymous... -
Ability to add custom fields / other standard fields to the matching panel KB search/filters
If you log an IPK type call via Core it only searches in certain pre-defined system fields E.g. Type, Description. You are also limited to those fields to be able to filter your results. It would be useful to be able to add other standard and cust... -
Would like to have more colour options available for text and backgrounds
This is especially important for the read-only fields in core, as they are hard to read for people who may have vision impairments. -
Limit how long a call or request can be suspended for
It would be good to limit how long a call/request can be suspended for so analysts don't suspend for 6 months etc.0 Reviewed by Alemba Product Manager