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Allow auto call closure to skip overwriting the reason field
We are looking to do analysis based on the reason entered by the analyst but are unable to as the reason code is overwritten by Autoclosure0
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Touch Capable Portal
The new portal with expandable menus doesn't work with a touch screen Windows tablet, as you are unable to access the submenus. Can it be upgraded to work better?0 Assigned to a Release
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Extend the number of search fields for calls/requests & Ci's
If your security role allows you to view organisation or all calls / requests / CI's then allow for additional search fields to be displayed to search on logged by User and CI User0 Reviewed by Alemba Product Manager
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KB Article links in Task and Request History
When adding a KB article to a call the call history shows a link to the article. This is not present when adding a KB to a Task or a Request Need to add KNOWLEDGE_REF to CR_REQUEST_HISTORY and modify history to be same as Calls0 Awaiting Release Assignment
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Provide support for receiving email using the Gmail API
Provide support for receiving email using the Gmail API (https://developers.google.com/gmail/api/guides)0 Reviewed by Alemba Product Manager
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Allow the call history to be exported to excel or another program
Currently there is no way to export the call history other than copying and pasting -
Apply sorting on the assigned to field in NANO.
Can the assigned to field be sort alphabetically, at the moment there is no sort order on the list box making it difficult to find either an analyst or group for assigning calls.0 Reviewed by Alemba Product Manager
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We would like an audit log of calls that have been searched for/viewed
We are trying to understand if we can see which calls could have been seen by users of the system where they may not necessarily have updated the call. -
Stop the request SLA from within a task screen
Some customers are having an issue where they are breaching many service request SLAs because their users are unavailable due holidays, etc. and there is no easy way to stop the Request SLA clock from the task screen. This can't be done using an S...0 Reviewed by Alemba Product Manager
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Password reset
Change the password reset process to send a link to the user to reset their vFire stored password rather than emailing them their existing password. Emailing users their existing password is a security risk and would likely be in breach of ISO sta...