Carry SLA over from Case to Work Order
In many instances, a customer calls into a call center for an issue. If it meets an SLA condition, the clock starts. Many customers have SLAs for First Response (Case), arrival and resolution. In many instances, Arrival KPI / SLA begins on first call, not when the Work Order is converted from ...
Multi-Region Business Closures
Currently, when using the schedule board and setting up resources, you can select follow business closures. Those business closures are universal, regardless of region and the holidays (example: US has Thanksgiving Day, Canada has Boxing Day). It would be ideal to be able to utilize the follow...
Time off request - approve / reject process
Currently the Time Off Request functionality only has a button to approve. When it's approved, it automatically inactivates the record. I'd like to see this process revamped: 1) Approve or Reject Time. A manager (if Time Off Approval is required) should have to approve or reject. 2) when the r...