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Watch Call enhancements
Can the Watch Call functionality be enhanced the following way: Some of my customers want only be informed on ticket resolution not on each ongoing update of the ticket. Either by adding an additional Watch Call button "Watch Call Resolution" or a...0 Reviewed by Alemba Product Manager
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Add option to restrict Request reopen
In IPK the option to restrict Call Reopen was add in one of the later Feature Packs. Can that same functionality be added for Requests as well? Thanks In IPK the option to restrict Call Reopen was add in one of the later Feature Packs. Can that sa...0 Reviewed by Alemba Product Manager
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Please enhance the software to show a symbol also for Links from Call to request.
The field "Indicators" does not show a symbol for Calls when a Call is linked to a Request. Please enhance the software to show a symbol also for Links from Call to request. For Links from Calls to Calls a symbol is shown.0 Reviewed by Alemba Product Manager
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Separate timeout option be added to vFire Core for named licenses
I'd like to request that a separate timeout option be added to vFire Core for named licenses. It makes sense for concurrent licenses to time out, but since named licenses are dedicated to specific users there's no real benefit in forcing them to t...1 Reviewed by Alemba Product Manager
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Searching improvements
The customer would like to know if super search will be available in VSM. I.E. not having to select an entity when using the search function to the top right.0 Reviewed by Alemba Product Manager
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Approval comments not showing on the Request Review screen.
An approval is completed, but the comments are not appearing in the 'Approval Comments' on the Request review screen. Screen shot is attached Customer approval comments are not visible in the portal to either the customer of the officer. Steps: - ...0 Reviewed by Alemba Product Manager
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Can we have an option in Surveys to create a ticket based on the response.
Can we have an option in Surveys to create a ticket based on the response. Could use Rules Builder to query the result from the Survey Possibly allow for multiple rules. Choose a template to create the call from based on these rules. Have a Mappin...0 Reviewed by Alemba Product Manager
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CI Search doesn’t have the ability to search on text?
CI Search doesn’t have the ability to search on text? Is this something that can be added, and would it be able to look into extension fields as well? At a minimum we would like to be able to search Description and anything out of the box. -
Change where the ticket gets assigned when tickets are re-opened
Currently when a ticket is re-opened, (off the back of a user replying to a closed email) it passes it back to the service desk. I’m interested to see if this could be change to the last team/group that owned/closed the ticket.0 Reviewed by Alemba Product Manager
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Reasons not represented in Call Reports or Reporting Views
Have been delivering Service Desk Administration training to a client and was discussing how the key profile elements for call logging are Config Item, Service, Type & Reason. When the client asked me to show how they could report on Call Reas...