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Auto Closure Based upon Working Hrs
Currently the auto closure process only works on calendar days not working hours specified. Please consider an amendment to autoclosure that would account for agreed working hours.0 Reviewed by Alemba Product Manager
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Ability to update incident fields in Quick Solutions
When creating quick solutions it currently isn't possible to set values on some fields that appear on the incident form, for example service action. Due to the design of our implementation it would be beneficial that any fields that appear on the ...0 Reviewed by Alemba Product Manager
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Split Log/Update into seperate tabs for IPK workflow
A recent update to IPK workflow rules allows them to repeat when the rule is run. This means that the combination of log/update in a single tab makes it difficult to only send an email on logging without more complex rules and logic. The suggestio...1 Assigned to a Release
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Need option to always email when forwarding a task/call.
We need a checkbox for each IPK / workflow queue titled “always email upon forward/assign” or something to that effect. This is frequently requested by ASM users and highly desirable feature. They would like to be emailed each time so they do not ...0 Reviewed by Alemba Product Manager
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Call description copy icon
Add a copy icon next to the resize button in the top right of the description box that copies the content of the description box into the clipboard for all calls, this will save time, reduce errors, promote consistency, enable seamless content tra...0 Reviewed by Alemba Product Manager
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Include last email correspondence when sending email to customer from Core
Currently when we click the email link to send an update to the customer, the main body of the email contains the original call description. It would be very useful if when we click on email, that the main body of the correspondence contains the l...0 Reviewed by Alemba Product Manager
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Quick Solutions - Grouped by Resolver Group
Ability for quick solutions to be grouped by IPK resolver group ie specific quick solutions per team0 Reviewed by Alemba Product Manager
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Generate Deep Link URLs when clicking the Ref Number in the Tab or on Portal
To quickly allow a URL to be generate to deep link to a Call or any other Entity such as Service Action or CMDB Item in Core, Nano or Portal by clicking the Ref Number in the Tab or from Portal/Nano interfaces Often need to direct someone to see s...
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Reviewed by Alemba Product Manager
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Update "Forum" to "Swarming" to align to ITIL 4
Hopefully just a simple find and replace on the terminology to align to ITIL 4 concept of swarming - making visible calls based on expertise/other business rule. Same concept as forum but different name.0 Reviewed by Alemba Product Manager
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Service Action Filter on IPK Designer screen
Allow the ability to filter the SERVICE_ACTION_REF field on the IPK call details screen in designer. this can then allow us to select specific ones dependent on the IPK status being used (Incident, Major Incident, Service Request etc.)0 Reviewed by Alemba Product Manager