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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.0 Reviewed by Alemba Product Manager
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The ability to convert an Incident to a request or request to incident
If a customers log a ticket in the incorrect format, it takes time to convert from one to the other and incorrectly logged tickets skew the accuracy of reports1 Reviewed by Alemba Product Manager
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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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Remove ability to re-open requests
This is something that we are trying to manage with education but to be able to fix this with permissions would make our lives easier! you can stop officers re-opening calls and stop them re-opening tasks but not requests. A request is fairly ...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... -
Preserve *.msg attachments in incoming emails
When a user sends an email attachment (in msg format ) into vFire, it’s converted into a htm file automatically . The problem with this is we regularly receive emails that need to be in a msg format so we can open them up and check the internet h...2 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.0 Reviewed by Alemba Product Manager
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Date Field needs to be updated
The current Date Field on SSP has free text for day and year and dropdowns for month, needs to be configurable and modernised as to what is displayed.2 Reviewed by Alemba Product Manager
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Allow Call data to be exported in Nano
It would be good if you can right click on a list of calls in Nano and export to Excel or PDF as you can in Core0 Reviewed by Alemba Product Manager
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When a note is added to a suspended call it should come out of suspension
Currently you have to view 'live' calls and 'suspended' calls separately. It would be more efficient If a note added to a suspended call forced it out of suspension and back to the 'live' queue0 Reviewed by Alemba Product Manager