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Add Task/Request description to manual time recording via view timesheets
If you want to add time manually to a task using the record time functionality in view timesheets its hard to see what the task / request relates to. Would it be possible to add the request description to the form. If you add time to calls it has ...0 Reviewed by Alemba Product Manager
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Field update for Priority field
Example scenario #1: The description contains the word "Urgent" or "today" the priority will be set to Priority 1/Critical. OR Example scenario #2: The user who logged the Call or Request is VIP, the priority will be set to Priority 1/Critical. Th...0 Reviewed by Alemba Product Manager
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Enhance Closure Task to Allow Closure of Linked Calls
No description provided0 Reviewed by Alemba Product Manager
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Ability to be able to amend the 'Add a Note' screen on SSP for Incidents & Requests
We want to be able to amend this screen to remove the 'Email' and 'Pager' checkboxes and add a button for user to return to actual Incident / Request review screen rather than having to search for it from scratch.1
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Remove hard coded subject lines in message templates
The current hard coded subject lines don't allow us to tailor the messages for our customers. For example, we want to remove 'vFire' from the subject line as this doesn't mean anything to our users when they log a new call but the 1111 message tem...0
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Custom label for customer's status eg. instead of VIP, a label saying "000" if they are located at 000 Call centre
It would be useful for analyst's to quickly identify the customer and possible priority of call. Just a label saying "000" if they are located at 000 Call centre for example.1 Reviewed by Alemba Product Manager
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Expand Comments/Feedback Box for Published Knowledge
I've observed that the Comments box at the bottom of a published knowledge article, on the BOSS Customer Portal, has a very small Comments box for customers to supply their feedback. The comments box seems the exact same size as the internal BOSS ...0 Reviewed by Alemba Product Manager
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Allow Survey to All Groups, All Organisations
Currently every time we add a queue or an organisation we need to manually update the survey settings and add that item. Given that we add to these regularly it would be helpful to have an option to just send without filtering on Group or Organisa...0 Reviewed by Alemba Product Manager
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Link Call Types and Services, to Individual Config Items
To be able to limit the Call Types and Services based on the Config Item or Config Item Type selected, and this would then potentially minimise the amount of incorrect data logged by the Service Desk. In this way when a call is logged for a specif...1 Reviewed by Alemba Product Manager
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Set an end date for a scheduled item
I have a request I want to schedule to run every Friday. However there are certain weeks where the Friday won't work, and it has to be moved to a Thursday. So I'd like to set a scheduled request to run every Friday until the week before it needs t...0 Reviewed by Alemba Product Manager