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Add RBAC Option to view calls, approvals and requests where a ticket was logged on behalf of "you"
Many implementations allow a user to log a ticket or request on behalf of another. We usually use the SR_OtherPerson field for this. Currently, there is no way to allow a user who has had a ticket logged on their behalf to see those tickets in the...
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Reviewed by Alemba Product Manager
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Ability to link calls from the view and search call screens
Add a button to the view/search call screens so you can easily link parent/child calls to it from there instead of having to open it then go linking and do it the long way.0 Reviewed by Alemba Product Manager
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Consistent approach to adding CIs within ASM
There is an inconsistency in how CIs are added to records. As examples: When linking CIs to a request or calls, you need to type the CI text into the "Linked CIs" field and then select an entry. But only one (i.e., not multiples). When linking CIs...0 Reviewed by Alemba Product Manager
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Knowledge Management Capability Enhancements
KM is ASM lacks the ability to show in search results which articles have received feedback, who the Author is, and what the feedback rating or hit count is. Being able to search and filter by these criteria is vital to effectively managing the KB...
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Reviewed by Alemba Product Manager
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Customize Configuration Item column search per CI type
Give the possibility to customise the columns to be displayed when searching for an CI based on the CI type; it is now possible to customise the columns for CMDB, but different CI types have different meanings and the columns should be customisabl...0 Reviewed by Alemba Product Manager
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Delay task date calculations (pre scheduled date task trigger)
When a delay task is set, being able to calculate a plus or minus time for the actual task to be triggered. For example if a traveler has a date of travel, to trigger the Analyst task to lift restrictions 3 days prior tot he date of travel.0 Reviewed by Alemba Product Manager
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Give customers the ability to view calls closed >4 weeks ago via portal
Currently customers can only view calls that were closed within the last 4 weeks. It would be good if they could search further back, if desired.1
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Add feedback indicator and/or rating to KB Article Administration Search Results
Currently it is not possible to filter for articles with feedback or to see articles with negative feedback. It is important to be able to easily see these articles.
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Reviewed by Alemba Product Manager
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Save as you Go/Type
Ability for updates/notes to be saved without needing to use the Save Button, either when adding notes or through the Conversation Widget.
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Reviewed by Alemba Product Manager
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Person Templates overwrite the mapped IPK/WF Groups
When applied through Integration the Person Imports will overwrite Analysts Group Membership to be blank if not mapped as part of the Template.
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Reviewed by Alemba Product Manager