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Service Request emails to go to current officer aswell as designated recipients.
When a customer update a Service Request by email the update notification (message 1003) is sent to the Forward to recipient (goup or user) . WFP would also like the email to go to the current officer. When a customer update a Service Request by e...0
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Enhancement to have the ability to filter the officers and groups when forwarding a call, task or request
IPK Workflow Rules not triggered when an External Officer completes a call in the external portal. When an external officer completes a call in the portal the only thing that changes is the Physical Status of the call to 'External Action Completed... -
Hide server, database, user id and password on connection messages
For security reasons, we would like the server, database, user id and password fields to not display on VSM SQL connection error messages. (See example attached). -
Workflow processing message
When assigning a incident internally we receive a message about allowing the workflow process to continue or not - Can this be removed for a particular partition only and allow users to manually select an officer or group? -
SLA timer inconsistency after escalation
The issue is once an escalation has occurred the sla window remaining timer changes from days to hours. AAFES would like consistency (so if hours <24 show days else show hours) The issue is once an escalation has occurred the sla window remaini... -
Timezone on suspended calls
When suspending a Call, the Call History refers to the System Time zone, rather than the Officer or Agreement's Time zone. E.g. if an Officer in GMT suspends a Call, the Call History still refers to UTC+10:00 Canberra, Melbourne, Sydney. This func... -
Can you audit browse control linked items?
Can you audit browse control linked items? We are looking into turning on the auditing function to track some historical data on some screens. There doesn't seem to be a way to enable auditing for the following: Config Item > Stakeholders Perso... -
Emails from certain groups.
Emails from certain groups. Our Service Desk Manager is currently a member of multiple IPK Groups (so that she can access/monitor work queues). She does not want to receive email notifications for calls. Is there any way that I can switch the emai... -
Request type composite length
Request type composite length I'm trying to change the max length of the Request Type composite value. I know you can do it for calls, on the Type Tiers admin screen, however I can't find where you do it for request types. Is this functionality av... -
Sequential order for Request numbers.
Sequential order for Request numbers. Service Request sequential numbers are out of sync with create date. This would be resolved by turning pre-create off but this is not possible.