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Ability to add attachments to closed Incidents
You can add a note to a closed Incident, would be ideal if you can add a document when a ticket is closed so officers don't have to re-open it to add.1 Reviewed by Alemba Product Manager
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Capturing & Measuring Call-Backs by users for tickets already logged & still open
Enabling the Service Desk team to easily capture customer call-backs will allow accurate reporting on the number of customer call backs to the Service Desk. Officer should not have to take action on the call as this would increase call handle time...0 Reviewed by Alemba Product Manager
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Add asterisk indicating "Reason" is a required field
I suspect this is an oversight. when closing a ticket an analyst is required to add a "Reason", which they should, but the asterisk indicating a required field is missing to the right of "Reason".0 Reviewed by Alemba Product Manager
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Option to set a default subject line for each Message Templates
Currently, the subject lines of message templates have to be configured in Subject Line Designer, located within Administrator > Message Type and then picking the appropriate type of message (out of a very large list). While not always applicab...1 Reviewed by Alemba Product Manager
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Email Call Reopen button
The way the system is currently set up means that when a user replies to say thank you or to report that the Call has not been resolved, the call will show up in the Analyst's Calls Outstanding field. This means that we have to reclose the calls t... -
Quick Phrases for web chat
BOSS Chat - Automated 'quick-phrases' when starting and closing a chat session Rather than have Service Centre analysts typing out the same phrases over and over again, or copying from an external source (e.g. notepad) into the application, it'd b...1 Reviewed by Alemba Product Manager
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Dynamic rules for multi-list and QDs
Provide dynamic rules for multi-select lists and single select lists. should include ability to test: is any selected is this one selected is this one not selected how many are selected is there more than this selected etc This really restrict t...1 Reviewed by Alemba Product Manager
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Dynamic rules for collapsible sections
Allow the collapsible sections to be controlled by dynamic rules. This would allow a more wizard like approach to filling in a request form. Where initially Section 1 is expanded and Sections 2, 3 and 4 are collapsed. as you complete section 1 you... -
Allow messaging task Stakeholder recipients from custom fields
Providing the ability to email stakeholders based on custom field values extends the usability of a custom field to the realm of messaging. There are many things that cannot be accomplished with the built-in fields and a custom field must be used....0 Reviewed by Alemba Product Manager
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Subscribe to CI changes
A user should have the possibility to be able to subscribe to for example CI and Service changes. This information would be very valuable for Service Owners.1 Reviewed by Alemba Product Manager