Feature Suggestion

Currently, builder allows process to branch into parallel streams, however these cannot be merged within the same step. This leads to duplication of actions within flows, and (worse) introduction of artificial steps just to Re-merge branches. This feature would better align the product to the ubiquitous BMPN used by most clients.

In Exclusive Mode, customers don’t realise that they need to send in a brand new email for a new request to create a brand new work item. Instead, they write their new request as part of an existing work item thread. They also don’t know that if they want to add information about an existing request, they should reply on the existing email thread so that their email gets attached as part of the existing work item and doesn’t create a brand new one. We need a way to let them know how to reply to emails to express their intent.

Option to delete queues that are not used in configuration in builder.

Would make review/explanation of flow easier to understand and avoid errors.

Binary data (e.g. communications, attachments, Search export files) is managed by Enate and stored in our binary storage locations by default. Clients can alternatively provision their own Azure storage accounts here, and set them as the Active storage location.

For an integration, I would like and integration account (Service Account) so that all technical processes and activities can be handled. Specific requirements identified below: Ability to override password expiry or set a different rule for password expiry (than what is there for agent/user account) No session time out limit No need to close packets after accessing them, via service account Access to all service providers by default, in Enate so service account can access all packets(no need for manually adding a service provider) Ideally more than 1 active session for a service account

Re-Open windows are making tickets/Cases delayed and showing as SLA Missed in reports. Need flexibility to choose whether to mark SLA on resolve or close.

I would like to be able to configure the system so that past schedule periods on a schedule do not trigger and launch cases when a schedule has been linked to a case process. The scenario is that if there is an existing case process and i change the schedule to something else and set it live, i do not want all the past periods to create cases.

Drop down list in the field "Team" on Contract settings for the customers configuration in order to avoid mistakes.