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Allow the ability for analysts with the appropriate privileges to update closed calls without having to reopen them
We often have situations where a call has been closed with incorrect details but reopening the calls causes issues with reporting as the closed date changes. We currently use a webhook provided by Alemba to update certain fields but it would be mu...0 Reviewed by Alemba Product Manager
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Enable adding custom fields on the column heading on the Federated CMDB Pending Import
In the Federated CMDB Pending Import, we can only see the Hostname from the Resource Column heading. There are Column fields from the Pending Import that the client want to look at like their custom field as part of the report. Our client have a c...0 Reviewed by Alemba Product Manager
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Global Header/Footer - Template/Type Override
Each header/ footer is assigned a data field name which can be used to inject the footer design into messaging templates. Ability to Override the Global Header Footer on a per Message Template or Message Type basis. The ability to set review dates...0 Reviewed by Alemba Product Manager
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When searching the KB, would like the option for all words/any words
On the SSP, we would like the option for clients to search by all words or any words on the when searching the Knowledgebase. This was an option in one of the demos we saw, however, this is not an option to switch on.0 Reviewed by Alemba Product Manager
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Retain call order on Calls/Requests/Tasks Outstanding, workload and search screens
When filtering for example by call no (ie, new to old) the system will periodically refresh, when the analalyst manually refreshes or when logging out and back into the system it keeps defaulting back. It would be good if the search retained this ...0 Reviewed by Alemba Product Manager
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Ability to exclude sending out user surveys based on Call Priority and child calls
The ability to exclude sending out user surveys based on Call Priority and linked calls would be useful for users so that they do not receive multiple surveys linked to a parent call. Additionally, it would be helpful if we could exclude sending o...0 Reviewed by Alemba Product Manager
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Designer: Only prompt when no changes have been made recently
When saving a screen set, you immediately exit and a prompt appears asking you to save changes. There should be no save prompt right after you save the screen set as this is time consuming and annoying to deal with over and over (and over!).0 Reviewed by Alemba Product Manager
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Set a start and finish time for the chat feature so it can add/remove itself at specific times
We are manually switching chat on and off during the day so that agents are only logged into it within specific time frames. Can we set any time frames in which Chat can be used?0 Reviewed by Alemba Product Manager
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Automatic Notification when new KB item is published
When a new KB item is created, we would like an email notification to be sent to a particular group. There is an option for this to occur manually, but we would like automatic email. We would like our service desk team to be aware of any new knowl...0 Reviewed by Alemba Product Manager
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adding analysts to groups
Currently admins need to find the analyst account and add groups to each analyst account - can there be an option on the assignment group, where we can then choose the analysts and add them this way instead of having to go into each analyst record...1 Reviewed by Alemba Product Manager