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Saved Search option for Knowledge Bank searches
We have noticed that the Saved Search option is not available under the Knowledge Search screen, this would be useful for repeatable knowledge searches for Problem Management to use for their reviews and for sharing searches to new Service Desk me...0 Reviewed by Alemba Product Manager
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Major Incident updates replicated on linked Bulletin
When you clone a MI ticket to the bulletin board, we would like any new updates on the MI ticket to be replicated as an update on the bulletin it is linked to. This would help keep everyone up to date without having to manually update both the tic... -
Reopening Parent ticket provides option to reopen all child tickets
I have seen issues with analysts getting over zealous and closing a parent ticket before it was supposed to be closed. Of course, the selected the option to close all children tickets too. Often there are hundreds of child tickets. The service des...0 Reviewed by Alemba Product Manager
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Self Service - Log Call / Request in sleectable partition
In scenarios whereby the vFire solution has been partitioned to allow for multiple business areas to utilise the system. There should be the ability to have a single self service portal that allows for the logging of calls / requests across each p...0 Reviewed by Alemba Product Manager
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The Organisation needs to get updated if it is changed through the Person details in the call screen.
When the organisation details of a person is edited through the person details in the Call screen, the new organisation does not get updated in the call.0 Reviewed by Alemba Product Manager
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View, undelete, reuse deleted dynamic screen rules on request/task screens
Dynamic rules names are useful to vFire administrators because they allow them to quickly ascertain what the rule is doing. Once a rule is created on a screen, that name becomes unique and cannot be reused if the rule is deleted. Since the rule na...0 Reviewed by Alemba Product Manager
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Manage Objects
Need to be able to list, upload, download, remove objects on calls, requests, and tasks.0 Reviewed by Alemba Product Manager
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Base Knowledge Knowledge Search Criteria - Screen Make Editable
Presently the Base Knowledge Knowledge Search Criteria Screen cannot be editted. No extra fields can be added and no Free text can be added to advise Customers on how to best search. The only thing you can change is to hide fields that are present...0 Reviewed by Alemba Product Manager
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Self-Help Portal Configuration / Design (Add/Remove fields for Knowledge Search)
Upon going to configure the Self-Help menu in the vFire Customer Portal, we've found that we can remove and hide fields (as per Admin response to CORE-I-406), but there's no ability to add any additional fields. The ability to add additoinal field...0 Reviewed by Alemba Product Manager
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Produce a standard YTD customer management report showing burn-down of vFire NOW annual hours – available to all vFire NOW customers
As a managed service customer I would like to track my usage of the vFire NOW contracted annual hours. Presumably Alemba tracks this usage, so the burn rate should be available. Thank-you.0 Reviewed by Alemba Product Manager