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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The language of naming all tickets in the system as a call is confusing to many and outdated as it implies everything was a phone call, and there was a time when that was true. The language "entity" is equally outdated.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
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Send email notification when SLA clock has been stopped
When an analyst stopped the clock of the Call, an email notification to the User/Logging analyst would be a good additional feature to the IPK module.0 Reviewed by Alemba Product Manager
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Auto-Assign re-opened calls via email to Resolving Group
For incoming email servers that enable reopening of calls, it would very helpful to include the Resolving Group as an option when assigning reopened calls. Reopened calls could then be auto-assigned to the groups that closed them rather than group...0 Reviewed by Alemba Product Manager
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Open Core description field links in new browser tabs/windows
When an analyst clicks a link in the description field of a call in Core, it will open the URL as a page in the ASM call's tab without the ability for the Analyst to get back to the main call. Clicking Back to Main does not return the analyst to t... -
IPK Assignment WF with same options as IPK Notification WF
I'd like to be able to assign a call using some of the items available for notification workflow. For example, I'd like to assign a new call to the location stakeholder. I can send notification to location stakeholder so I don't need to update not...0 Reviewed by Alemba Product Manager
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Listing the software stakeholders in an email template
Having the stakeholders of a particular software listed in an email template is not available at the moment. If this was available, it would help the organization be more transparent with the users.0 Reviewed by Alemba Product Manager
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Expand timesheet actions recorded
Customer would like emails send to show as an action against the analysts timesheet actions. In addtion to this, they would also like a better breakdown of work that was completed, as if individual fields are changed, it just records the action an...
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Reviewed by Alemba Product Manager
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IPK Status on Clone Calls
Currently the IPK Status when cloning a Call defaults to the next in the IPK Status list, however we'd like the flexibility to clone a call to any IPK Status, including Calls (from Calls) which isn't currently an option.0 Reviewed by Alemba Product Manager
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Service Action Filter on IPK Designer screen
Allow the ability to filter the SERVICE_ACTION_REF field on the IPK call details screen in designer. this can then allow us to select specific ones dependent on the IPK status being used (Incident, Major Incident, Service Request etc.)0 Reviewed by Alemba Product Manager
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Manage Objects
Need to be able to list, upload, download, remove objects on calls, requests, and tasks.0 Reviewed by Alemba Product Manager