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Would like the ability to merge duplicate person records
Over time people can change email addresses, or have different addresses configured for various projects that they are working on. Currently the way ASM works, the person would be created as a new person if they email into the system and anonymous...0 Reviewed by Alemba Product Manager
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Ability to add custom fields / other standard fields to the matching panel KB search/filters
If you log an IPK type call via Core it only searches in certain pre-defined system fields E.g. Type, Description. You are also limited to those fields to be able to filter your results. It would be useful to be able to add other standard and cust...0 Reviewed by Alemba Product Manager
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Would like to have more colour options available for text and backgrounds
This is especially important for the read-only fields in core, as they are hard to read for people who may have vision impairments. -
Limit how long a call or request can be suspended for
It would be good to limit how long a call/request can be suspended for so analysts don't suspend for 6 months etc.0 Reviewed by Alemba Product Manager
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Delete/Close down unanswered chat calls
We have noticed that when a customer starts and then ends a web chat before an analyst has answered it keeps the call open and assigned to the service desk. this is resulting in calls being submitted to us with little to no information. is there a... -
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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Put Self Service Portal into Maintenance Mode
Customer would like a mode which restricts/disables user logins via the SSP. They would like to use this for maintenance purposes and for restructuring their SSP. -
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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The visibility of the conditional branch rules is very small and hard to find the required condition
Visibility of the branch rules builder limits to only seeing 2 rules creation screen - really difficult to navigate the list with it being this small. -
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