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Notification for knowledge bases due for review
A notification to be sent to the editors approximately 1 week before the next review date0 Awaiting Release Assignment
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Rename the matching panel options.
Gemma Short - Cumbria - 91863 Would like to renamed the matching panel categories / CI etc but doesn't seem to be possible in the current product0
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More than one Chat queue in a single partition
A second chat queue option would be useful for departments that are still part of the main organisation, but want to offer a chat feature that is directed straight to their team. Something that can be centrally managed so only the queues are visib...1 Reviewed by Alemba Product Manager
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In Self Service 'Tickets awaiting response' we would like to hid if none
The customer would like a way of hiding "calls awaiting your action" if there isn't any calls awaiting action on the customer from the configured awaiting action statuses. Currently you can't set a show hide rule on a portal homage screen.0 Reviewed by Alemba Product Manager
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Update user by email option when visible in portal is checked
Low - 91768 - Jacqui Smith - Surpass We would like to be able to email customers to let them know that they have an update waiting, but this doesn't appear to be possible in the current product -
Webchat improvement suggestion
91706 - Robin Lawson - Hiscox Webchat improvement - Like any standard webchat analyst should be able to take two or more chats at once, a key feature - This is missing in ASM for some reason - When analyst take a chat they go to "available busy" a... -
Searching for CI by User ID
In incidents (and requests) you can search the CI field using the customers name what would be excellent would be the ability to search by login id as this would exclude customer with similar names.0
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Add Call State to the rule builder in Call Auto Close
Please add "Call State" to the rule builder in Call Auto Close (refer to #91056). Since Call State is an attribute of a call that is set by the system it is a much more accurate way to identify calls in an "Open/Resolved" or "Open/Unresolved" stat...0 Reviewed by Alemba Product Manager
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Remove "Start typing fields" and replace with "Start typing or press enter to select"
From an Analyst: I've had a few calls of users struggling to fill out the new starter form or leaver form due to not knowing that you need to press enter to display the results. I think it would be easier to have press enter displayed rather than ...0 Reviewed by Alemba Product Manager
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Change a Request Service Action / Screen set once submitted
We currently have our requests setup so the user picks the category (service action) they would like to raise a ticket against e.g. Account Changes / Devices and Equipment. Within these we have CMDB items which relate to the associated request typ...0 Reviewed by Alemba Product Manager