• Route email and SRD's based on People Profile of Customer

    score15
    Not Planned
    3 votes
    New Cases that are created in HR Case Management (HRCM) based off of incoming email to a group mailbox should be routed to a specific team based on the people profile associated with that email address.  For exam...
    Kerri Hughes
    last modified by Kerri Hughes
  • Attachment limitation issue

    score15
    Not Planned
    3 votes
    Request for Enhancement Enhance the limit on the no. of attachments that can be captured if the case is created through an email. No issue with cases created through MyIT        ...
    Steve Ware
    last modified by Steve Ware
  • Articles should be available internally, to be attached to cases

    score15
    Not Planned
    3 votes
    Information published for external view in MY IT should also be available for search and attachment to cases in HRCM.  The article information could be used as supporting material for solutions, without having to...
    Kerri Hughes
    last modified by Kerri Hughes
  • Show icons, screen prints, hyperlinks in My IT Solutions

    score15
    Not Planned
    3 votes
    Request for Enhancement  Provide the ability to add icons, screen prints, hyperlinks in the solutions which are displayed in MyIT   Goal  To provide more information to the requestor Why Important ...
    Steve Ware
    last modified by Steve Ware
  • HRCM Journals should not be created without saving a case.

    score15
    Not Planned
    3 votes
    It should not be possible to add a journal or eform without first creating a case.  These are children rows and should not exist without a case.    When a user clicks new case, they are able to add a ...
    Michael Meyer
    last modified by Michael Meyer
  • Font too small

    score10
    Not Planned
    2 votes
    Request for Enhancement  The font is set to default size ‘10’ and Arial. Change it to Calibri ‘11’. Also, allow copy and paste text to be changed as per the required format   ...
    Steve Ware
    last modified by Steve Ware
  • Resizing email writing window

    score10
    Not Planned
    2 votes
    Request for Enhancement  The email window in the case should be movable and it should be possible to resize or minimize the same               ...
    Steve Ware
    last modified by Steve Ware
  • Add location in the Case Queue and Case Details

    score10
    Not Planned
    2 votes
    Request for Enhancement  Add the country name to the Case queue and it should also be visible in the Case Details   Goal  To search for the relevant policy / procedure based on the country Why Important...
    Steve Ware
    last modified by Steve Ware
  • Survey Enhancements - Add the Case ID and the Description to the Survey

    score10
    Not Planned
    2 votes
    Request for Enhancement  Add the Case ID and the Description to the Survey   Goal  For requestors to identify the case for which they have received a survey request Why Important  Survey are being...
    Steve Ware
    last modified by Steve Ware
  • HR Case Manage System

    score10
    Not Planned
    2 votes
    Dear Remedy Support.   In the HR Case Management System we found the following issue: MAPI protocol is used when we create case by mail, but the MAPI protocol does not support UTF-8 encoding format, if there is ...
    Shaonan Wang
    last modified by Shaonan Wang
  • Group Notification when a case is created

    score10
    Not Planned
    2 votes
    Request for Enhancement  When the requestor submits a case via MyIT or if a case is created through an email then send an email notification to the group informing them that a case has been assigned to your group...
    Steve Ware
    last modified by Steve Ware
  • Editability of Solutions

    score5
    Not Planned
    1 vote
    Issue:   Journal entries in Solutions are permanent and cannot be edited or deleted Cloning a solution does not close the Question or Task flow   Idea:  Journals should be editable and remov...
    Kerri Hughes
    last modified by Kerri Hughes
  • Include the comments submitted by the requestor at the time of submitting the a case.

    score5
    Not Planned
    1 vote
    Request for Enhancement  Include the comments submitted by the requestor at the time of submitting the case or the Final response provided by the HR Agent in the closure email notification that goes to the Reques...
    Steve Ware
    last modified by Steve Ware
  • Status Functionality

    score10
    Not Planned
    2 votes
    Request for Enhancement  Once the case is moved to a ‘Resolved’ status the status should auto change to ‘Closed’ after 48 hrs Only then the survey should be sent out and not after changi...
    Steve Ware
    last modified by Steve Ware
  • Table of menu values only shows Tier 1

    score10
    Not Planned
    2 votes
    Current Behaviour System Settings --> Application Settings --> Menus   The menu system allows the user to configure a menu with up to 6 tiers, however the menu console only has a column for the tier 1. Th...
    Fred Rickaby
    last modified by Fred Rickaby
  • HRCM:  Space to Document Resolution of an Issue

    score5
    Not Planned
    1 vote
    AS IS: There is currently no place to formally capture what the resolution of a case is, other than saving it as a journal entry.  It makes it difficult to report on, and means that a the answer is not visible ...
    Kerri Hughes
    last modified by Kerri Hughes
  • Attachment issue when a case is raised from DWP

    score5
    Not Planned
    1 vote
    When a case  is being raised from digital workplace with attachment,Attachment is considered as a new journal entry,which shouldn't be the case. Attachment should also be a part of the first journal entry of th...
    Revathi PInnika
    last modified by Revathi PInnika
  • Cloning a case Issue

    score5
    Not Planned
    1 vote
    Request for Correction  If a case is cloned then all the HR Groups in HR CM can view the case in their que.                Goal  To ens...
    Steve Ware
    last modified by Steve Ware
  • Inconsistent terminology: Tiers vs Levels

    score5
    Not Planned
    1 vote
    Current Behaviour System Settings --> Application Settings --> Menus   The Modify Menu screen refers to ‘Tiers’ while the Modify Menu Value screen refers to ‘Levels’. Why Importan...
    Fred Rickaby
    last modified by Fred Rickaby
  • Remove HR agent name in My IT responses

    score5
    Not Planned
    1 vote
    Request for Enhancement  Remove the name of the HR Agent from the comments (entered by HR Agent in HRCM) viewable by the requestor in their My IT Case           &...
    Steve Ware
    last modified by Steve Ware