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ability to change open call button
on the emails that generate to users when they have logged a call there is a 'open call' button. Would it be possible to easily amend the label on this button, size and colour? This would allow us to make the button more discoverable to users, or ...2 Reviewed by Alemba Product Manager
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Ability to filter/limit closure reason when users close from portal
TNA (Jamie Brown) has requested if we can add the ability to limit/filter the reasons available and set a default for closure reason when selected from the call portal close screen. They have about 20 reason codes most of which are not relevant to...0 Reviewed by Alemba Product Manager
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Edit fields after closure
It would be useful to be able to define fields that are editable after closure such as priority, type, reason, etc. to fix them for reporting purposes without having to re-open the calls/requests.0 Reviewed by Alemba Product Manager
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Automatically change call partition when call is forwarded to an IPK group of a different partition
Automatically change call partition when call is forwarded to an IPK group of a different partition Ideally all IPK groups are registered for automatic conversion if possible so there are no circumstances whereby officers send tickets and the rece...0 Reviewed by Alemba Product Manager
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Ability to edit the bulk closure screen and other forms not editable
Currently when bulk closing tickets we are missing key information like our type tier structure and subject which supports our reporting metrics. Not being able to edit and add these fields means any bulk closed tickets are not adopting this infor...0 Reviewed by Alemba Product Manager
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Add the ability to add reminders to requests without having to take action.
Currently you have to take action on the request, add the reminder and then reassign to the original owner. This would allow Managers/Service Managers to keep track of important Requests without interrupting the Analyst who is actively working the...0 Reviewed by Alemba Product Manager
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ability to set browse limits for different people/assignment groups
to enable certain people to be able to browse more records than others - as others use the search faciilities differently example...Change team would want to see more items in the CMDB than a service desk analyst1 Assigned to a Release
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Save Window Configuration
Add a link under Menu->Admin to save the current window configuration? Not just the column configuration, but which Searches & Outstanding Views are displayed when logging in? Currently this configuration is only saved when an Analyst logs ...0 Reviewed by Alemba Product Manager
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Forward Schedule of Change on Self Service Portal
The new self service portal doesn't have the same level of functionality as the Silverlight portal in terms of the forward schedule of change. The previous FSC had an admin option for the change manager to define which changes appeared on the port...2 Awaiting Release Assignment
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Searching for a task under customers name
When doing a call search for task, you cannot currently enter the customers name to search under. It would be useful to have this functionality.0 Awaiting Release Assignment