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Date Calculations on Screen Designer
I would like to set up a rule in the screen designer to show/hide fields and HTML sections based on a relative date. For example, if the user creation date < today - 14 days, I want to display a HTML section to inform the analyst this is a new ...1 Reviewed by Alemba Product Manager
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The ability to be able to change ticket details without becoming the owner of the ticket
when editing (taking action) on a ticket, you become the owner of the ticket. There are instances where it would be beneficial to be able to edit the ticket without becoming the ticket owner0 Reviewed by Alemba Product Manager
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Dynamic Field Rules To be Reuseable On Other Screens Within The Same Screen Set
For example, you create a Service Desk screen for a new Workflow Template and create rules to dynamically show hide aspects of the screen. Those rules should also be available for the Portal Request Submission screen of the same screen set. So tha...1 Reviewed by Alemba Product Manager
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Self Serve Portal pop out Menu clickable instead of hoverable
The pop out menu on portal is very hard to navigate when you have several levels. If your mouse moves outside the box you lose where you are up to. Please make the menu able to be clicked on at each level which will lock the menu at that level and...0 Reviewed by Alemba Product Manager
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Additional features on Email Object
We would like to be able to view the details of who emails have been sent to for auditing purposes via the HTM file that is attached to a call. it would be good to be able to see who sent the email; who's copied in on it, the subject of the email ...0 Reviewed by Alemba Product Manager
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When emailing a knowledge article, having an option for the customer to close their call if the KBA resolved it
Techs can just send kb articles without the need to chase up customer to see if it worked. The customer can close their own ticket. Quicker resolution times.0 Reviewed by Alemba Product Manager
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Stored Procedure Hook for Email Event Connector
Adds flexibility to the connector to handle complex rules for incoming email, e.g.: 1. White-list sender email address. E.g. the SPROC would check for specific white-listed email addresses, as well as email addresses of active Analysts & Custo...0 Reviewed by Alemba Product Manager
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Split Log/Update into seperate tabs for IPK workflow
A recent update to IPK workflow rules allows them to repeat when the rule is run. This means that the combination of log/update in a single tab makes it difficult to only send an email on logging without more complex rules and logic. The suggestio...1 Assigned to a Release
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Activity Log default to a Blank Entry
If you use the API heavily then trying to look at the Activity Log can be frustrating as it can take a long time to generate the results for the API log. Instead it would be better, and quicker to default the Activity Log to be a blank entry so th...1 Reviewed by Alemba Product Manager
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Ability to show fields in Portal request, but selectively hide from certain Tasks
We are developing an onboarding workflow. There is a requirement to have a Date of Birth on the Portal Request screen itself, but this field should be locked down to only be be visible to certain users (eg Date of birth). I have experimented with ...1 Reviewed by Alemba Product Manager