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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
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Allow SLA's to be calculated from a custom date field
Beverly Cutajar - APS Bank - 86795 Scenario: In the Call Submission Portal screen we have a ‘Received On’ date field which is mandatory. This field was created to show when the Incident was actually received as people in the organization can for e...
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Reviewed by Alemba Product Manager
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Workload View consolidation
Currently the workload view does not enable consolidation of fields such as 'logged date / IPK Status etc. As a result you need to add 2 fields per option and this impacts the sorting view because call date logged will sort but request date logged...1 Reviewed by Alemba Product Manager
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Add Hit Count and feedback score to the Knowledge Administration Search Results
Need to be able to sort articles by hit count so that unused articles can be retired and the most frequently used can be maintained better. Same issue for feedback score
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Reviewed by Alemba Product Manager
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Visual notification that a line in a call/request history is private/public
When adding an update to a call/task/request the analyst can choose to make the update visible on the self service portal. However after the update has been added, there is no way for the analyst to check what is/isn't visible to the customer. It ...1 Reviewed by Alemba Product Manager
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Allow for reporting on Portal language
Simon Prew - 86258 Is it possible to obtain statistcs for the number of portal users who have used the multi language option to change their prefereed language Not currently possible due to the configuration being stored in Cookie Data0 Reviewed by Alemba Product Manager
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Additional functionality for Call Activities
A Call cannot be closed while there are open Activities. The Activity has a reference number. A Activity can be assigned to a Group. The Activity can be viewed in Workload.0 Reviewed by Alemba Product Manager
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Add a display of the 'total number of results out of x' on QD search results.
When entering a value in the QD field it will only show you the first 'x' number of entries (as specified via system admin) - however there is no indication as to whether the list returned is ALL the available values for the entered value or just ...0 Reviewed by Alemba Product Manager
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Suggested knowledge during request submission
Add Suggested Knowledge right panel during request form submission; this gives possibility to add manual, information, documentation related to the request submitted0 Reviewed by Alemba Product Manager
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Delay task - allow time such as 3 months, 6 months and not just a date
this would be useful as now we use an end date but customers are choosing way into the future and the request remains open for over a year to be able to delay for 3 months without having to use an end date0 Reviewed by Alemba Product Manager