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In Calls Outstanding add a column to display the total number of calls that are linked as children to that call
This will allow our analysts to see which calls have the most number of linked calls to assist them with prioritizing their workload0 Reviewed by Alemba Product Manager
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Auto 'stop the clock' on certain IPK Status Titles
Be able to stop the SLA clock automatically when a call is deferred/assigned to a particular status. E.G. Awaiting Resource0 Reviewed by Alemba Product Manager
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Extend the CMDB Bulk Update tool
extend the CMDB Bulk Update tool the other CMDB Entities such as People, Locations, Organisations, Juristictions, Contracts etc. Customers who manage the CMDB predominantly through CSV files or Manually would benefit from extending the CMDB Bulk U...2 Awaiting Release Assignment
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Search features in Portal
The Search currently allowed in Portal is VERY limited with only the ability to search in a narrow scope (open, closed less than 1 week, closed less than 4 weeks), and offers no ability to search past that even if the number is known. Simply provi...3 Reviewed by Alemba Product Manager
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Task actions on Conversation Widget
Allow Task Actions to be added to the Request Conversation History so users looking at SSP can see Task Updates as well as Request Updates.0 Reviewed by Alemba Product Manager
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Availability of chat analyst should update periodically
If a user goes to the self-service portal with a desire to chat - and they see that there are no analysts available, it would be nice if the page refreshed automatically to check for analysts, rather than requiring a manual refresh. Or if this cou...0 Reviewed by Alemba Product Manager
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Conditional Branch - add ability to configure what happens if NO rules are met
This would simplify some of the conditional branches created - and would allow for odd scenarios when RULES are not met. Currently the request just stops and no tasks are active. It would be nice to (at a minimum) build in an email/task to the adm... -
Font size options in Designer
Font size on HTML fields go 8px, 10px, 12px, 14px, 18px. It would be good to have 16px, 14 is the same as normal text so no good if you want it to stand out but 18 is a bit to large.0 Reviewed by Alemba Product Manager
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ability to send approval email reminder that contains the approval.
ability to send approval email reminder that contains the approval. if the approver has deleted or misplaced the email the request for a non core user is stuck in limbo. A reminder can be sent but it doesn't include the approve reject. previous...0 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