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Cloning knowledge
When cloning knowledge from a call, only a small set of fields are cloned. No custom fields are cloned even if they are the same custom field that has been added to the call and the knowledge base screen. It would be useful to have the ability to ...1 Reviewed by Alemba Product Manager
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Designer needs a feature to allow the user to see what request WF is attached to screens and tasks
In designer, it is not readily apparent when browsing tasks, to see what request screen set they are attached to. Client wants another column in the task browser in designer that shows the request screen set such that the list of tasks can be sort...0 Reviewed by Alemba Product Manager
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Auto-closure reason update to not overwite reason entered at resolution
In order to produce accurate reporting on Incident resolution, a client should be able to report on the reason inserted by the analyst when they resolve the call NOT the reason that is overwritten by the auto-closure rule set up. This was determin...0 Reviewed by Alemba Product Manager
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Call Status to be automatically changed when a call comes out of suspend
At the moment if a call is suspended and the Call Status had been changed, for example to 'With Customer', when it comes out of suspend the Call Status does not change (back to In Progress). This means that in the workload/call queues it will stil...0 Reviewed by Alemba Product Manager
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Having clickable categories on the open a ticket screen
would be useful to have clickable categories on the open a ticket screen, for example could have a top level one called 'collaboration', then click through to see 'email' 'calendar' etc. then click 'email' for example to see all relevant email ser...0 Awaiting Release Assignment
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Have the "chat" option available on "My Calls"
Currently you need to go into the chat menu to chat about existing calls. There is a speech bubble icon in the table of calls. There should be the same button available on the "My Calls" list from the front page of the portal so you don't have to ...0 Reviewed by Alemba Product Manager
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Rules Builder to support Text Area field.
Would be great to have the ability to build IPK Workflow rules based on a certain keyword in Problem Description0 Reviewed by Alemba Product Manager
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Show an item on the portal but stop anyone ordering i.e for **Out of Stock**
It would be great if an item (service action) that goes EOL or 'currently unavailable' could be updated and left on the portal but prohibited from ordering rather then having to remove it from the portal. Removing the item completely tends to forc...1 Reviewed by Alemba Product Manager
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Timestamp save indicator on Admin screens
Have a timestamp (similar to designer screen update) or similar as confirmation that save has committed across ALL Core Admin screens. This was raised by one of my clients with regards to wanting a save confirmation on the SysAdmin>IPK Manageme... -
Have separate manufacturer and model lists for different device types.
Our current drop downs for manufacturers and models are quite long, because they must be used for different device types, such as server and network. We would like to be able to manage this better.1 Reviewed by Alemba Product Manager