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Include last email correspondence when sending email to customer from Core
Currently when we click the email link to send an update to the customer, the main body of the email contains the original call description. It would be very useful if when we click on email, that the main body of the correspondence contains the l...0 Reviewed by Alemba Product Manager
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Calculate new breach date at the point that the call is suspended
Customer would like to report on breach dates for calls. However if calls are currently suspended, they won't show their correct breach dates until they come out of suspension and recalculate.0 Reviewed by Alemba Product Manager
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Be able to use File:// and Mailto:// and other link options in Service action
In same occasions we need to open a file location to help a user. It would be nice if we could do this with the help of a published Service Action. If we try to use it we need to use it in the format HTTP:// our HTTPS:// it would be nice if we cou...0 Reviewed by Alemba Product Manager
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Global search to search service catalogue keywords
It would be good to have a keywords field on service actions which could be included in portal global searches. At the moment it searches title and description. These are both visible to customers so aren't good places to include synonyms etc. For...0 Reviewed by Alemba Product Manager
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Configure the auto call closure to close child calls
Currently we use auto call closure configured where when the parent call is resolved is sent to the auto call closure queue. When the rule is met, the auto call closure closes the parent call, leaving the child calls open in another queue. Would i... -
Microsoft Virtual Agent with ASM
Can you or do you have any plans to facilitate Microsoft Virtual Agent with ASM? -
Building a Parameter string for external procedure in Designer
It would be nice if we could build a parameter that is used in an external procedure in for example a section in designer and select it in the external procedure. Now we have to build the string by dragging in the needed fields in a E-mail templat... -
Centralize in Designer the creation/edit/delete of rules (Create Conditions) used in Conditional Branches
It would be nice if you could create/ edit/ delete rules (Create Conditions) directly from the designer screen just like you could do for task and request screen. this also makes reuse of rules easier. a great plus would be if you also could see/r... -
Quick Solutions - Grouped by Resolver Group
Ability for quick solutions to be grouped by IPK resolver group ie specific quick solutions per team0 Reviewed by Alemba Product Manager
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Format linked textarea fields
When i enter some HTML content into a text box, it does not come through formatted in linked fields. We use this to show fields from CMDB items on KB articles to reduce rework, but unfortunately it's only usable for plain unformatted text.0 Reviewed by Alemba Product Manager