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Automatically Import Public Holidays
Every year we have to set list of public holidays in the vFire admin menu. Occassionallyl we forget to do it, which then impacts SLA. It would be useful if you could pick a country from the admin console and the public holidays for that county wer...1 Reviewed by Alemba Product Manager
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First Call Breach on the workflow side
Hi there, We noticed when setting up the IPK thresholds that it has "Resolve Breach", "Response Breach" and "First Call Breach". Unfortunately when setting up the workflow thresholds only "Resolve Breach" is available. Please note that we are doi...0 Reviewed by Alemba Product Manager
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Link OLA to Task Planned Time
If would be good to be able to take advantage of the OLA escalations for a Task. However, the resolution time should be taken from the Task Planned Time. This is required because very different tasks can be given to the same team. So I want to cre...0 Reviewed by Alemba Product Manager
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If a status has stop clock assigned, the analyst is not prompted for a reason
Only if an analyst manually suspends a call, is the analyst prompted for a reason. There is an existing idea - CORE-I-675 which could incorporate this added feature.0 Reviewed by Alemba Product Manager
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SLA issue for Normal or Low priority
SLM bug We have a SLM created for Critical and High priority tickets and it works just fine, the bug is when tickets are Normal or Low priority. When we create a ticket and it doesn’t’ meet the criteria of the SLA we designed, VSM is entering into...0
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Email Breach Escalation to Assigned Group Team Leader
We would find it useful to be able to email the team leader of a vFire IPK group when an SLA is about to breach. The only option we have at the moment is to email the current analysts manager but this doesn't work if the call has been sent to th... -
SLA timer inconsistency after escalation
The issue is once an escalation has occurred the sla window remaining timer changes from days to hours. AAFES would like consistency (so if hours <24 show days else show hours) The issue is once an escalation has occurred the sla window remaini...0 Reviewed by Alemba Product Manager