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Add My Items (consolidated Calls/Requests) Search to My Portal Tables So you Can Add/Remove Columns
Add My Items (consolidated Calls/Requests) Search to My Portal Tables So you Can Add/Remove Columns. Currently its not there and you have to do this via SQL queries and customising.0 Reviewed by Alemba Product Manager
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Quick Solutions to trigger based on Service not Type
With the reduction in usage of multi type tiers for incident management and a service centric approach the use of quick solutions is limited. if allowing these to be triggered by a service customers would be able to make more use of this functiona...0 Reviewed by Alemba Product Manager
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Have a method to make fields required on resolved, not just save.
We have a field for the approver for security requests in service requests. If we make that field required, it needs to be filled out when the case is assigned. It may take the agent some time to find the appropriate approver and document. We only...0 Reviewed by Alemba Product Manager
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Allow labels on menu icons in Core
The new left hand Core main menu in 10.5 and later is an improvement, however the icons are very small and it is not obvious what each one does. It is possible to mouse over to see the label as a tooltip but this is an annoying extra action. Can i...0 Reviewed by Alemba Product Manager
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Allow Analysts to pick up multiple chats
Allow Analysts to pick up multiple chats. Currently Analysts can only action one at a time.0 Reviewed by Alemba Product Manager
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Allow bulk action/review on workload screen
We cannot bulk review or action from workload screen by selecting multiple items and choosing action or review. It works for call outstanding and search -
Exclude customer 'add an update' when a ticket is in a state of resolved/closed
If a ticket is resolved - pending closure confirmation and the user adds an update outside of our 'confirm close / re-open' options it breaks the process. Tickets are re-assigned back to the resolving analyst in a steate of 'open/resolved' and the...0 Reviewed by Alemba Product Manager
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User's photo is automatically updated when importing users from active directory
We have user's photo in a field in active directory. Every day we update the list of users and we would like to update the photo. Tt would be necessary to have an internal field to map to the field in active directory0 Reviewed by Alemba Product Manager
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Allow restriction of forward groups for Requests
We are looking to make a change to limit which groups our Service Desk can forward both Calls and Requests to in the system. We can set this up for calls, but there is currently no functionality to apply the same restrictions to requests.
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Reviewed by Alemba Product Manager
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Look for a way to send an email to the closing analyst if user survey feedback is submitted against their call
Currently if a customer clicks on a user survey link and submits any feedback it doesn't inform the analyst or anyone that feedback has been submitted. Its reliant on someone looking up on a dashboard the user feedback to see if there is any that ...