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Allow Survey to All Groups, All Organisations
Currently every time we add a queue or an organisation we need to manually update the survey settings and add that item. Given that we add to these regularly it would be helpful to have an option to just send without filtering on Group or Organisa...0 Reviewed by Alemba Product Manager
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Initial Receiving team
Can a reportable field be added that shows which IPK or Workflow group received the call/request intially before reassigning0 Reviewed by Alemba Product Manager
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Expand the text search options to search all fields on the Call/Request/Task
In v10 the searches only search the call/Request description. Calls or requests where it could be for someone other than the requester have custom fields for that persons name but the analysts will have no way of knowing what fields I have used on...
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Reviewed by Alemba Product Manager
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Move customer action buttons on the portal to the top
If a customer or analyst puts a large comment or image on a call or request this can push the Add Note, Search, Add Attachment and Close buttons off of the screen and you can't get to them. The option to have these at the top would fix this.0 Reviewed by Alemba Product Manager
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Have an SSP widget with with combined IPK tickets awaiting your action and task user approvals in one
Currently you need 2 widgets one for IPK tickets awaiting your action and one for user approvals assigned to that portal user. Would be good if you could have a combined one like we do requests/tasks.0 Reviewed by Alemba Product Manager
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Ability to add a number of related calls column
To know the number of calls related to another call. You have to open the call and go to linking. Could there be an easier way, such as having the ability to add a "number of related calls" column when searching for calls please.0 Reviewed by Alemba Product Manager
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Ability to have more than 1 synonym on a line
It would make creating them easier and not require them listed individually line on line. Instead having them comma separated to allow lists of them making it more efficient and quicker to manage. Raised by customer RDASH during upgrade project. -
Add Availability Metrics to Info Panel of Service And CI
In ITIL V4, it is required to have availability metrics visible on each CI and Service where availability is enabled. The following metrics are needed for Pink ITILv4 : Asset Availability Schedule Compliance Mean Time to Failure Mean Time Between ...
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Reviewed by Alemba Product Manager
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Update "Forum" to "Swarming" to align to ITIL 4
Hopefully just a simple find and replace on the terminology to align to ITIL 4 concept of swarming - making visible calls based on expertise/other business rule. Same concept as forum but different name. -
relabel "Call" and "Entity" to "Ticket"
The language of naming all tickets in the system as a call is confusing to many and outdated as it implies everything was a phone call, and there was a time when that was true. The language "entity" is equally outdated. For example, upon ticket su...0 Reviewed by Alemba Product Manager