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Ability to clone a security role
there are a lot of settings in the various security roles and sometimes you just require a slight variation on a role,. The ability to copy an existing and make the changes would ensure an accurate copy is made before the alterations are made and ...0 Reviewed by Alemba Product Manager
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Expand the text search options to search all fields on the Call/Request/Task
In v10 the searches only search the call/Request description. Calls or requests where it could be for someone other than the requester have custom fields for that persons name but the analysts will have no way of knowing what fields I have used on...
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Reviewed by Alemba Product Manager
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Move customer action buttons on the portal to the top
If a customer or analyst puts a large comment or image on a call or request this can push the Add Note, Search, Add Attachment and Close buttons off of the screen and you can't get to them. The option to have these at the top would fix this.0 Reviewed by Alemba Product Manager
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Toggle self service e-mails on or off for Calls
This would bring it inline with call's logged on Core and allow the communication to be the same regardless of the source.0 Reviewed by Alemba Product Manager
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Have an SSP widget with with combined IPK tickets awaiting your action and task user approvals in one
Currently you need 2 widgets one for IPK tickets awaiting your action and one for user approvals assigned to that portal user. Would be good if you could have a combined one like we do requests/tasks.0 Reviewed by Alemba Product Manager
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Show articles that link to this article
We often link knowledge base articles from a more generic article (e.g. "Troubleshoot printing issues" may link to a more specific "Change printing font". The trouble is the link only shows from that the article you linked from. It would be help...0 Reviewed by Alemba Product Manager
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Allow knowledge articles to be updated within the browser/HTML view
It would be helpful for analysts (and maybe users) to be able to update and create articles in full screen web page instead of having to use vFire Core. -
Ability to add a number of related calls column
To know the number of calls related to another call. You have to open the call and go to linking. Could there be an easier way, such as having the ability to add a "number of related calls" column when searching for calls please.0 Reviewed by Alemba Product Manager
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Enable CI Identification from Email Subject/Body
If an event monitor triggers a mail to vFire to then log a call introducing the ability to identify the CI effected could then associate the CI to the call - reducing the need for analysts to do so. Will enhance event handling.1
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The ability to be able to forward a task externally
There will be instances where we need to escalate a service request/task to a 3rd party. We want to be able to report on all tickets with 3rd parties and what 3rd party they are with. Currently this is possible for Incidents (forward call external...0 Reviewed by Alemba Product Manager