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Knowledge link via email communication
We would like the ability to be able to link directly to a KB article when corresponding with a user via the email option within a ticket. As we currently aren't able to link KB's to custom fields the users are not always seeing/using the relevant...0
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My Active Tasks Cards
On the portal, instead of My Counts, we need a notification area that simply shows my Active items.. in it should be listed open approvals, calls and requests were a note has been added, and any pending surveys. Anything that requires the customer...
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Bulk update/integration of CMDB item stakeholders
We use CMDB items for our request types and currently there is no functionality to bulk upload/update the stakeholders (workflow groups) e.g. Team to action / IT Approval groups. We are currently about to upload a further 50 request types which me... -
Enable both start typing and dropdown on a multi-search field
Currently the multi-search field only provides the 'start typing' option however we would like it to also feature the dropdown option, the same as the single-search field. This will enable users to either select from the list presented or start ty... -
Highlight with a color change the presence of active filters in a table
As in Excel, it is useful to highlight with a color change the presence of active filters in a table; the color change should be applied to all header fields; sometimes the active column, which is blue in color, is not visible because it is in the...0
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Bypass approve approve screen via self service portal
customer approvals can be used in a variety of ways. Once such approach is to use approvals to confirm that work carried out for the end user has been completed to their satisfaction. In that scenario a user has 5 click to make on the portal to co...0 Reviewed by Alemba Product Manager
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Update Contract Date and Period behavior so that it is more intuitive
Currently, you must enter a period and then the dates of the contract are set. However, almost all contracts are for a listed start and end date and clients would like to be able to enter the dates and have the period calculated. It might be best ...
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Chat automatic opening times
It would be great if you could set open/closed times on the chat function, with the manual option too. We have to manually go in and set analyst online and 9/10 they always forget to go offline, which leaves chat available outside of the hours we ...0
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Auto unsuspend calls when replied to
Service Desk would like a way to unsuspend tickets when a user replies by email. Currently the Service Desk are suspending tickets when awaiting a response from the user, and the ticket only unsuspends when it reaches the time the analyst has set.1 Awaiting Release Assignment
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ASM Core to automatically Stop SLA Clock just on Call Status changes
Currently Core will automatically set Suspended Until and the Suspend Time and rely on the configured SLA to automatically Stop the Clock.
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