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Add Availability Metrics to Info Panel of Service And CI
In ITIL V4, it is required to have availability metrics visible on each CI and Service where availability is enabled. The following metrics are needed for Pink ITILv4 : Asset Availability Schedule Compliance Mean Time to Failure Mean Time Between ...
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Reviewed by Alemba Product Manager
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Possibility to see all my past requests in 1 list : open + closed for a given period
I received the question from the quality group who use this feature in their deviation management tool.0 Reviewed by Alemba Product Manager
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Set Calls tab as default on Service Window instead of SLM tab
Not everyone uses SLM but everyone that creates/manages calls may find the Calls tab helpful. Even if you made the active tab a configuration that sticks when you close the call details screen that would be helpful.0
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Add Company field in Person Record
Hi All, Currently there is no 'Company' field in the Person Record and we are having to use custom attribute (attribute1) to hold this information. At present: - we only support one client therefore not a problem, however when additional clients a...0 Reviewed by Alemba Product Manager
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Update "Forum" to "Swarming" to align to ITIL 4
Hopefully just a simple find and replace on the terminology to align to ITIL 4 concept of swarming - making visible calls based on expertise/other business rule. Same concept as forum but different name.0 Reviewed by Alemba Product Manager
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relabel "Call" and "Entity" to "Ticket"
The language of naming all tickets in the system as a call is confusing to many and outdated as it implies everything was a phone call, and there was a time when that was true. The language "entity" is equally outdated. For example, upon ticket su...0 Reviewed by Alemba Product Manager
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Send email notification when SLA clock has been stopped
When an analyst stopped the clock of the Call, an email notification to the User/Logging analyst would be a good additional feature to the IPK module.0 Reviewed by Alemba Product Manager
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When a filter is applied to a field (like organization), disable access to the magnifying glass and restrict the user to only the values specified.
In some cases, a filter is placed on a system field to limit the choices a user can make. Organization, for example. In situations where only certain organizations should be visible remove the search magnifying glass so the user can only select on... -
Auto-Assign re-opened calls via email to Resolving Group
For incoming email servers that enable reopening of calls, it would very helpful to include the Resolving Group as an option when assigning reopened calls. Reopened calls could then be auto-assigned to the groups that closed them rather than group...0 Reviewed by Alemba Product Manager
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Open Core description field links in new browser tabs/windows
When an analyst clicks a link in the description field of a call in Core, it will open the URL as a page in the ASM call's tab without the ability for the Analyst to get back to the main call. Clicking Back to Main does not return the analyst to t...