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Contract cannot be cloned
if a contract expires and is being simply renewed the old contract cannot be cloned to create a new contract in the new period... You have to create a new contract and re enter all the same core detail manually.0 Reviewed by Alemba Product Manager
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More time and date functions in searches
The ability to search today minus 7 days or search current month or yesterdays calls etc without having to change the date fields. This would be great for saved searches. eg a search that shows all calls closed last week without fiddling with the ...0 Reviewed by Alemba Product Manager
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Look for a way to send an email to the closing analyst if user survey feedback is submitted against their call
Currently if a customer clicks on a user survey link and submits any feedback it doesn't inform the analyst or anyone that feedback has been submitted. Its reliant on someone looking up on a dashboard the user feedback to see if there is any that ...0 Reviewed by Alemba Product Manager
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Add the ability to rename and reorder main widgets (eg My Counts, Latest News etc) in Self Service portal
In V9.5 self service portal it would be good if we could rename and main widgets - eg My Counts, My Incidents - we are using the terminology 'calls' for 'incidents' everywhere else but can't change the heading in this widget. It would also be good...2
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Keyword / Synonyms - extend search from Knowledge Base to whole vFire
Currently the synonyms entered are only considered in search for Knowledge Base articles. Would be great to use the synonyms as well for other (all?) parts of vFire, especially Service Catalog. E.g. searching for "PC" would find as well "Desktop C...0 Reviewed by Alemba Product Manager
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Updating workflow templates in bulk for service action screens
Currently, when updating workflow templates if there are more than 1 service action screens using the same workflow template version and we want to update it in bulk as in more than 20 service action screens in one go we do not have this feature. ...0 Reviewed by Alemba Product Manager
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Real-Time Chat Stats displayed on Wallboard (TV Screen)
We have currently built a Real-Time Wallboard of Chat stats using API technology to extract the real-time stats from our Chat software which we have integrated (3 years ago) into Alemba. We can see in Real-Time; Agents logged In Available, Chats w...0 Reviewed by Alemba Product Manager
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Allow portal users to customise their own columns
Our users want the flexibility to show/hide portal columns as they see fit. What is useful to one organisation is not necessarily useful to another. It would be great if portal users can customise the columns that are presented to them in the portal.3 Reviewed by Alemba Product Manager
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Add Link Status and Parent Call No Fields to Advanced Call Search
Currently you can search and add to the view the columns Link (Status) and Parent Call No to show if its a parent/child and what the parent call ref is. But if you want to do an advanced search, you can't do it. So you have to search and manually ... -
Add My Items (consolidated Calls/Requests) Search to My Portal Tables So you Can Add/Remove Columns
Add My Items (consolidated Calls/Requests) Search to My Portal Tables So you Can Add/Remove Columns. Currently its not there and you have to do this via SQL queries and customising.