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 ...

Read more...
0 Comments

Read more...
0 Comments

Category: Field Service (48)

STATUS DETAILS
Under Review

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...

Read more...
1 Comments

Read more...
1 Comments

Category: Universal Resource Scheduling (180)

STATUS DETAILS
Needs Votes

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...

Read more...
1 Comments

Read more...
1 Comments

Category: Time and Expense (18)

STATUS DETAILS
New