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ASM Core to automatically Stop SLA Clock just on Call Status changes
Currently Core will automatically set Suspended Until and the Suspend Time and rely on the configured SLA to automatically Stop the Clock.
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Allow SLA's to be calculated from a custom date field
Beverly Cutajar - APS Bank - 86795 Scenario: In the Call Submission Portal screen we have a ‘Received On’ date field which is mandatory. This field was created to show when the Incident was actually received as people in the organization can for e...
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Reviewed by Alemba Product Manager
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SLA Stop Clock Reasons
Currently when you stop the clock on a call / request there is just a free text box to type a reason. the ability to select a particular option from a dropdown field would be ideal for this screen to ensure analysts are putting a reason and also w...0 Reviewed by Alemba Product Manager
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Allow Request SLA breach times to be determined by targte date or extepected days
SLA for each time period we want to have 1 day 2 days 5 days 10 days Etc The current model for Request SLAs is based on having individual SLAs for different types of Requests, which means you are unable to re-use workflow etc for the same request ...
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Reviewed by Alemba Product Manager
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Calculate new breach date at the point that the call is suspended
Customer would like to report on breach dates for calls. However if calls are currently suspended, they won't show their correct breach dates until they come out of suspension and recalculate.0 Reviewed by Alemba Product Manager
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Permission to turn off/on close FCB using the service panel link
Permission to turn off/on close FCB using the service panel link. Instead the only way to close the FCB SLA would be to add note and tick close FCB.1 Reviewed by Alemba Product Manager
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Send email notification when SLA clock has been stopped
When an analyst stopped the clock of the Call, an email notification to the User/Logging analyst would be a good additional feature to the IPK module.0 Reviewed by Alemba Product Manager
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Add SLM options for workflow tasks
The overall workflow has SLM options, but individual tasks do not. This would help with teams that do not pickup tasks on time for reporting and notification reasons. This would make things more consistent functionality as with calls.0 Reviewed by Alemba Product Manager