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Notes added to a request to be visible in the tasks of that request.
When a user adds a note to a request, we would like the note to be visible directly from the task history. At the moment the analyst would need to go in to the request to look at the notes.3 Reviewed by Alemba Product Manager
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Allow an analyst to have simultaneous chat sessions
This would be useful as analysts would be able to assist numerous customers at the same time increasing productivity0 Reviewed by Alemba Product Manager
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Add Note to parent - have option to copy note to all child tickets
This would be helpful for a long running issue - to keep the customers of the children tickets updated on the issue.0 Reviewed by Alemba Product Manager
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Child calls inherit attributes of parent call
When a call is linked to a parent call we would like the child to inherit the Service, CI, Type and KA linked to the parent. In addition when a parent is updated we would like the child to be updated in the same way.0 Reviewed by Alemba Product Manager
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In Calls Outstanding add a column to display the total number of calls that are linked as children to that call
This will allow our analysts to see which calls have the most number of linked calls to assist them with prioritizing their workload0 Reviewed by Alemba Product Manager
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ability to send approval email reminder that contains the approval.
ability to send approval email reminder that contains the approval. if the approver has deleted or misplaced the email the request for a non core user is stuck in limbo. A reminder can be sent but it doesn't include the approve reject. previous...0 Reviewed by Alemba Product Manager
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Auto 'stop the clock' on certain IPK Status Titles
Be able to stop the SLA clock automatically when a call is deferred/assigned to a particular status. E.G. Awaiting Resource0 Reviewed by Alemba Product Manager
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Search features in Portal
The Search currently allowed in Portal is VERY limited with only the ability to search in a narrow scope (open, closed less than 1 week, closed less than 4 weeks), and offers no ability to search past that even if the number is known. Simply provi...3 Reviewed by Alemba Product Manager
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Availability of chat analyst should update periodically
If a user goes to the self-service portal with a desire to chat - and they see that there are no analysts available, it would be nice if the page refreshed automatically to check for analysts, rather than requiring a manual refresh. Or if this cou...0 Reviewed by Alemba Product Manager
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Customer Portal - Calendar Addition
We would love it if it was possible to have a calendar that is Customer facing on the Customer Portal so that we could add in when there was going to be Planned Outages of certain systems so that the Customer's could have a place to check to see i...4 Reviewed by Alemba Product Manager