Changing title of a scheduled action
While creating an action through scheduler title of the action gets created along with the creators name and date by default as per system. Need an option where the title can be customized as per the requirement.
Updates to merged tickets to append to that ticket/case
If a ticket is merged into a case/sub case (which resolves the ticket) and a customer sends in a new email on that ticket it will currently create a new ticket. It would be better if that email was appended to the previous ticket/case to avoid creation of a new ticket
Email Editor - Auto-correction and Synonyms
from Vamsi - like to have Auto-correction and Synonyms capability in email editor.
Distinguishing between closed cases in Search
Scenario: Case is created from a ticket and Aborted before completion. Another case is created from the same ticket and brought to normal completion. If you go to the Search window and look for the case reference (choosing search of Work items) you will see the work items associated with the case reference returned. All are colour coded to black as they are all closed. For a user it would be helpful that there would be some distinguishing indicator at this level as to which is the completed case (and its actions) ... and which is the aborted case (and its actions). Instead you have to open the work items to determine this.
Additional column request in Team Grid setting to capture the last communication update date of a case action or ticket
"The business case is that it is easier for the operations team leader or manager to have visibility on when a case or ticket was last communicated on. This would ensure sla's are easier to manage and workload is prioritised by easily sorting by last comms update."
Flexibility to rearrange the Custom Cards position on the Work Item
As operational user I would like to see the custom card & Fields presented just below the category card. Also it will be great if we can have the option to set the display order per process.
API connector to obtain customer, contract, service and process names based on a single value
When a bot is creating a case on Enate from a 3rd party system, it only has two values from the context i.e 2 values of Customer, Contract, Service, and Process Name. It will only have values of Service and Process name. When the API call is made, currently, all values need to be provided. If the values are optional and returns all contexts from Enate, further filtering can be done by the bot itself. A blue prism connector for this would make things easier as the bot would not have to maintain an additional spreadsheet with Customer and contract details.