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When a note is added to a suspended call it should come out of suspension
Currently you have to view 'live' calls and 'suspended' calls separately. It would be more efficient If a note added to a suspended call forced it out of suspension and back to the 'live' queue0 Reviewed by Alemba Product Manager
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Wrap Text on Service Catalogue Tile Title
This is useful if the length of the Service Action Title is larger than the width of the Service Catalog Tile.0 Reviewed by Alemba Product Manager
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Contract cannot be cloned
if a contract expires and is being simply renewed the old contract cannot be cloned to create a new contract in the new period... You have to create a new contract and re enter all the same core detail manually.0 Reviewed by Alemba Product Manager
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Add User's Manager's Manager as an Escalation Recipient in Agreements
When setting up agreements for workflow tasks I would like to have the following: 1st escalation: to the user who has been assigned to the task 2nd escalation: to the manager of the user who has been assigned the task 3rd escalation: to the manag...1 Awaiting Release Assignment
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Ability to share link to Knowledge article from self-service portal
It would be great if users could share knowledge articles between themselves by providing the ability to copy a link to the article in the self-service portal.1 Reviewed by Alemba Product Manager
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Restrict knowledge articles to particular IPK groups
We use the matching knowledge panel to display relevant KB articles when an analyst is completing a call. It would be great if we could assign KB articles to particular IPK groups. For example, Server installation and configuration documents would...1 Reviewed by Alemba Product Manager
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Bulk Linking & Categorisation of Incidents
We recently had 2 major incidents occurring which led to over 400 incidents being raised to the service desk. To manually go into each of these to categorise them and link them to the outstanding major incident would have taken hours and a lot of ...0 Reviewed by Alemba Product Manager
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It would be really nice to have an extra attribute in a person delegation settings - delegation end date/time.
Enhancement Request (for your consideration only). It would be really nice to have an extra attribute in a person delegation settings - delegation end date/time. Usually when you make delegation active, you already know when this delegation should...1 Reviewed by Alemba Product Manager
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CC Function (Email Received)
CC Function (Email Received) When an email is opened that has been sent from a call people copied in are not visible.0 Awaiting Release Assignment
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Ability to make email box on call closure screen checked by default for calls logged using standard call logging
Organizations like to ensure that an email is sent to a customer on call closure. Currently the analyst has to check the email box each time. System settings or access to the screen by designer is desired to control whether or not this checkbox is...1 Reviewed by Alemba Product Manager