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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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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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Need option to always email when forwarding a task/call.
We need a checkbox for each IPK / workflow queue titled “always email upon forward/assign” or something to that effect. This is frequently requested by ASM users and highly desirable feature. They would like to be emailed each time so they do not ...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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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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Time sensitive Approval Tasks
Set Criteria to automate additional actions if the approval has not be approved or rejected within certain number of days, this would then close off requests that have not been approved or rejected and the analyst would not need to chase up these ...1 Reviewed by Alemba Product Manager
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To be able to assign tickets from the workload screen
As we triage tickets from the workload screen into different queues for action, it would be useful to assign without having to go into the ticket itself.0 Assigned to a Release
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Add the ability for Analysts in Core to edit service actions on calls raised in the portal
When a call comes through to portal (service action) the analyst that takes action is unable to update the service action field if the user has selected the wrong one.
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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