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Knowledge base linking with custom fields
Currently we are unable to deep link our KB articles to the type level of our 'type' structure as this is a custom field. To support users in finding relevant articles based on their selections it would be helpful to be able to link against custom...0 Reviewed by Alemba Product Manager
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How to make the integration synchronisation log readable.
In 10.6.9 the Integration log, it now displays messages for each result. This is great, but the resource number is not relatable. It would make more sense to display the login ID as it used to do for an error or for the ref ID where the integratio...0 Reviewed by Alemba Product Manager
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Navigational hyperlinks within knowledge articles
When we have long knowledge articles is would be very helpful to be able to navigate within the article using bookmarks with hyperlinks like you can do in a Word document. Hyperlinks at the top of the article that would take you do different place...0 Reviewed by Alemba Product Manager
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Link Category and Subcategorys
We would like to have a feature where the category's and subcategory's are linked. Our category's are Configuration Items and our subcategory's are a type tier. We would like to have the ability for the type tiers to be filtered depending on which...1 Reviewed by Alemba Product Manager
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Drag and Drop files to upload
With working on different servers, it would be useful to be able to be able to drag and drop files onto tickets to upload within Core. Currently we have to save them to a central location to search for to then select to upload, a drag and drop to ...1
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Enable SLA notifications against a task not the request
Given how the workflow module works requests do not get assigned to anyone and is purely task based. That said we are unable to assign the SLA notifications to the task current group/analyst and thus these are sent to the default group of the requ... -
Update Contract Date and Period behavior so that it is more intuitive
Currently, you must enter a period and then the dates of the contract are set. However, almost all contracts are for a listed start and end date and clients would like to be able to enter the dates and have the period calculated. It might be best ...
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Reviewed by Alemba Product Manager
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Chat automatic opening times
It would be great if you could set open/closed times on the chat function, with the manual option too. We have to manually go in and set analyst online and 9/10 they always forget to go offline, which leaves chat available outside of the hours we ...0 Reviewed by Alemba Product Manager
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ASM Core to automatically Stop SLA Clock just on Call Status changes
Currently Core will automatically set Suspended Until and the Suspend Time and rely on the configured SLA to automatically Stop the Clock.
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Allow Call or Request history to be added to Notifications
When emailing back and forth with a customer via a Call or Request you can only include a current update and any previous emails sent or updates made to the Call or Request are not visible in the email. Our users have asked for an Email style desi...0 Reviewed by Alemba Product Manager