Ability to add agent user email address into the contacts section
As a user, I want to include an agent account as a contact person for the correspondence for the involved tasks so that I am able to contact them. I deal with many users who are using Enate and I can go these users for ad-hoc advice (communication only and work item will not be allocated)
Ability to read folders other than inbox
Ability to read folders other than inbox in a mailbox For example Main Mailbox - APACrevenue@enate.net Sub Folders in the mailbox: Inbox APAC Revenue APAC Presales APAC Partnership we need Enate to be able to read any specific folder and create packets. This is essential where there already is another ticketing solution in place and we are trying to replace it.
User to set their office un/availability on profile for work management purpose
As a Work Manager user, I want the ability to set my planned leaves so that my manager does not assign work for me when I plan to be away. Similarly, as a Team leader, I want prompts that the resource may not be available to accept the task assigned to them
Provide provision to attach documents via bulk create
Provide provision to attach documents via bulk create option.
Ability to search inside attachments
Hi Team There are several operational scenario where in we will need ability to search inside attachments for specific worlds. These attachments are usually PDF and Excels. This usually is needed while searching for historic data which will be identified by specific codes that are usually in attachments.
Ability to Hide sub process from create page
As a configurator, I should be able to hide a process from create page so that I can hide any processes which were created purely to be configured as a sub-process.
Prevent users from adding the Enate monitored email addresses as a contact
Currently there is no prevention on users adding department email addresses as contacts, that are Enate monitored email addresses (i.e. Department email addresses that are in the connectors/routings). When this occurs and auto responses are generated the ticket enters a hung state (i.e. broken) and requires action in the monitor to resolve it. If this is not spotted straight away, this could mean work does not reach the desired location which could in turn cause us huge financial losses if it was a dealing instruction for example. On the other side of this, if you have multiple companies set up as separate customers and restricted data access… some users may not know that the department they are emailing are currently live on Enate as well. This means the email to that department would bounce back into their ticket and not reach the other company department. Which again, could cause financial loss if the user does not realise why the ticket reopened and just closes straight away. I understand that there may be functionality that will assist with this in the 2021.2 release. However, it is still reliant on users using the system in the correct way, so we still want to prevent users from doing this full stop. Requested change suggestions: 1. Validation to be implemented on the ‘adding a contact’ functionality to prevent the user from adding an email address that is set up in the connectors/routings. Might be required that this validation only comes into play if the connector/routing is currently enabled. This validation should warn the user of the reason and suggest that they assign the ticket to that company/service line or create a linked ticket to communicate with that department. OR 2. To have an area where we can input the email addresses into a list similar to the blocked auto response/reject list. I.e. a contact blocked list.
User Group to be segregated by permissions for Team Leaders to manage the permissions
As a Team Leader, I would like to manage my user group permission instead of logging a ticket so that I have visibility of the correct permissions. I do not have access to User Management due to restrictions for security reasons for my role.
Ability to have a dashboard columns the same as some users
As a Enate user managing my team, I want to make sure the team has the same view on the columns so that I can be sure they can see the same information as the team and key information used is not missed. This important for a virtual environment managing the work across the team