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Option to create Knowledge Bank Favourites
If you have a list of key KBs you wish to keep but can't remember the KB number, it would be good to have a facility to store 'Team KB favourites' or possibly your own for quick access. Similar feature to internet favourites.3 Reviewed by Alemba Product Manager
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Add 'User' column to Linked Calls window
Have had a request from a couple of our staff to add a 'User' column to the linked call window. There is currently no 'user' option in the Filter Columns config. Would be very helpful in contact users when there is a major Incident or Problem that...1 Reviewed by Alemba Product Manager
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Identify assets for a staff leaver
ability to log a request that triggers an action to recover an asset for all the assets owned by that customer.3 Reviewed by Alemba Product Manager
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Beautify the request has been logged screen with Designer!
When a request is logged the user is given a message: a new change request has been logged with the following details. This message is sometimes appropriate, but the more areas use vFire the more this needs to be configurable. See example...2 Reviewed by Alemba Product Manager
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Improve the description field in searches
Often, customers will send emails or submit calls/requests in the portal beginning with an opening greeting such as: "Hi, Please help" In vFire, the analysts can only see the first line of "Hi," so they don't get a summary of what the call i...1 Reviewed by Alemba Product Manager
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Review Incident/Request whilst typing a Note/Email
Would be useful to be able to review other incidents/requests whilst typing a note or email on an incident/request. In addition, sometimes I need to refer to a note added on the history at the bottom but started typing the email whilst at the top ...1 Reviewed by Alemba Product Manager
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Only prompt to save changes is changes are made when exiting a call/request.
Currently even if you don't make any changes to a call/request and you click the x to close out of it, you get the warning that changes will be lost if you don't save, this check should not apply if the record has not been edited.0 Reviewed by Alemba Product Manager
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Adding an attachment in SSP, does not flag the call as having a note/update to review for the Analyst in Calls Outstanding
Note added indicator Adding a note from the portal, shows an indicator on the analysts’ calls outstanding view and add note shows as orange from within the call, only once the analyst has ‘taken action’ AND viewed the note will the indicator on C...1 Reviewed by Alemba Product Manager
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Ability to add attachment to Chat window in self service portal
We have recently set up chat in our self service portal. A couple of users have commented that although when you drag an object into the chat pane, its says 'Drop files here' there is no facility to actually attach an object which is a little conf...0 Reviewed by Alemba Product Manager
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Add reminder date for review as well as expire
Currently expiry reminders are available in contracts but you cannot have an expiry date set AND a review date. You may wish to review the contract performance some months before the expiry date.3 Reviewed by Alemba Product Manager