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The experience has become a little different for change managers when they edit a change. When they click on one of the change's tasks, this task no longer opens inside the change form. Instead, it...
Year: 2015
Thanks to one of our multinational customers, 4me Self Service and 4me Mobile are now available to end-users and key contacts in Norwegian (norsk). Norwegian is the 25th language that is supported for these interfaces....
You can share a hyperlink with your end users that they can use to quickly submit a certain type of request. Similarly, you can send people a link with which they can register a request...
The Service Hierarchy Browser (SHB) provides information that could be relevant for the request that you are working on. For example, it lists the child service instances and configuration items (CIs) that the service instance...
Today it is our pleasure to welcome Syscom A/S to the 4me Partner Network. Syscom A/S is the most established name in Scandinavia for ITSM, as well as knowledge management. The vast experience of Syscom's...
Many system management tools have already been integrated with 4me. When they pass an event to 4me's Events API or Mail API, a request gets generated in 4me. Specialists who pick up such requests may...
After January 12, 2016, Microsoft will no longer provide security updates or technical support for Internet Explorer 8. That is also the day on which the 4me service will stop supporting IE8. This does not...
To expire an SLA, service level managers have always specified the end date in the Expiry date field. The 4me service subsequently ensures that the status of the SLA gets set to 'Expired' at midnight...
If you are the owner of your organization's 4me account, you have always been able to see the number of users of the account. This number is important because it dictates how much your organization...
There are different ways to specify who is covered by an SLA. The coverage of most SLAs is defined by selecting the organizations which employees are to be covered. Enterprises with large organizational hierarchies asked...
HDI is the association for technical support professionals here in the United States. In the November issue of their SupportWorld publication they take some time to look at the reasons why a global service management...
Webhooks are a way to tell 4me to call a script on a web server whenever a given event occurs in 4me. The following four event types have been added: Continue reading
Bitium, a provider of cloud-based identity and access management solutions, has added 4me to its app catalog. Bitium helps companies organize, analyze, manage and secure access to all their web-based applications. The inclusion of 4me...
The system logs tell you who logged in to your organization's 4me account, who imported data, and also who exported it. Each system log entry includes information like the date and time when the action...
Earlier this week, the members of our customer advisory board converged on Dubrovnik. This ancient city at the Adriatic Sea formed the backdrop of the 2015 4me CAB. The objective of this meeting was to...
An important capability has been added to 4me Mobile. If you are a support specialists, you are now able to manage your 4me inbox from your smartphone. This makes it possible for you to look...
Yes, we did it again. A few more variables have been made available for inclusion in the templates that are used to generate email notifications for end users, approvers, and specialists. The following variables were...
A nice feature has been added for administrators who maintain the near real-time integrations between 4me and other applications using webhooks. Webhooks are essentially listeners that can detect specific events when they occur in 4me...
As part of our 'Beyond IT' initiative, we are pleased to announce a new feature that will be especially useful for organizations that use the 4me service to manage their facilities, lease cars, vending machines,...
The REST API of the 4me service has an advanced feature called States. This feature is used for filtering out the records that are to be retrieved. For example, you may need to obtain data...
Let's say a user submits a request. In this request the user explains that his laptop's battery is no longer charging. He also explains that he will not be in the office until Tuesday. The...
Large global enterprises typically have multiple IT service desks, where each service desk supports the business in a different part of the world. In such environments, all employees of the enterprise can be registered in...
When the work on a request has been completed, its status is set to 'Completed'. The support specialist is then asked to select an option in the Completion reason field. The value that is selected...
Each record type in the 4me service has its own icon (or avatar). These small graphics help users to identify the type of record that they have opened more quickly. Images are processed faster than...
When you are relating the service owner to a service, you are creating a link with a Person record. When there are lots of people to choose from, it can be hard to find the...
Sometimes you are not able to continue your work on a request, for example, because you are waiting for spare parts. In such cases, you set the status of the request to 'Waiting for...' and...
You could already use UI extensions to add fields to requests, changes and configuration items. Now you can use the same functionality to add fields to your organizations. By making fields dynamically available depending on...
Many larger service desks or call centers use an automatic call distributor (ACD) that collects some information from callers before assigning their call to an available service desk analyst. A caller could, for example, be asked...
The collision detection feature, which was introduced a few weeks ago for the Inbox views, has just been extended to all consoles of the 4me service. Apart from making collision detection available for all record...
It is our pleasure to announce our partnership with C.H. Ostfeld, which brings the 4me Partner Network to Italy! C.H. Ostfeld has a long history in delivering ITSM applications and advice to organizations all over...
With the Custom Links functionality, it is possible to add hyperlinks to the Actions menu. Parameters can be used in these hyperlinks to dynamically include data from the record that you are working on. We...
Several large organizations have numerous 4me accounts that they manage centrally. The costs for the usage of these accounts get charged back to the local departments that use these accounts. The users of an account...
As part of our 'Beyond IT' initiative, we have added a unique feature that makes it easier for large enterprises to give their employees online access to support for all kinds of services; not just...
A view has been added that you may find useful. It is the 'All People with Roles' view. It lists every person who has one or more roles (i.e. access profiles) of your organization's account....
Since your Inbox console now provides real-time information, we were able to introduce another useful feature. This feature shows you a warning whenever you are working in the Inbox console on a request, problem or...
Over the past weeks we have been extending the infrastructure of the 4me service. A major component has been added that delivers real-time updates in your inbox. It makes sure that when a request, problem or...
In 4me Mobile, you may have noticed that, when you zoom in, the icons of the application remain perfectly crisp. That's because these icons are defined by vectors rather than pixels. Now you can provide...
After you have registered a product, you will see that it now automatically gets an avatar that represents its category. This image also becomes visible in the configuration items that you register based on the...
The Service Navigator has been added to the 4me service. It offers a graphical presentation of the dependencies between services, as well as the configuration item relations. You can find the Service Navigator in the...
May 1st, 2015 marks an important milestone as we welcome Martijn Adams to 4me, Inc. Martijn is one of the world's most experienced implementers of service management solutions for global enterprises. Over the past 15...
We recently added a whole bunch of extra variables for the email templates. Another one has just been added for use in the email notifications that 4me generates for requests. The additional variable makes it...
Approvers are now able to review all the requests that are linked to the changes they have been asked to approve. The requests can be opened directly from their approval tasks in 4me Mobile or...
Thanks to one of our customers that uses 4me in Ireland, end users can now set their language preference to Irish (Gaeilge). This switches their Self Service interface to Irish. This is also useful for...
The REST API of the 4me service has been extended. The API can now also be used to add, update and remove the addresses, telephone numbers, email addresses and web sites of organizations and people....
A new view has been added to the Records console for changes. It is the 'Changes for My Team's Services' view. When you open this view, it lists the changes that are linked to a...
Several extra variables have been made available for use in the email templates that are used by 4me to generate email messages for end users, approvers and support specialists. In total, more than 20 new...
End users are able to reopen their completed request in 4me Self Service and 4me Mobile, provided that they were completed within the past 28 days. Apparently, not all end users noticed the reopen option....
For a while now, it has been possible to assign an approval task to multiple approvers. When the minimum number of approvals have been given, or when one of the approvers rejects the task, the...
Most tasks are generated automatically from a task template and do not get updated by the change manager. The context for the work that someone is asked to perform is typically provided by the related...
From now on, when the status of a configuration item is set to 'Removed', its service, service instance, CI and user relations are automatically removed. Apart from helping to keep the CMDB relations accurate, this...
It is time for us to say goodbye to Microsoft Internet Explorer 7. As of September 01, 2015, end users will no longer be able to use the IE7 browser to access 4me Self Service....
Many specialists have already been using 4me on their tablets. They will be happy to see how the 4me user interface now automatically optimizes itself for use on smaller touch screens. On a tablet there...
You can create a custom form for your end users by adding a UI extension. In Self Service, end users can then fill out these forms to ensure that the support specialists have all the information...
There are quite a few places in 4me where it is possible to relate multiple records of the same type to another record. For example, an approval task may need to be assigned to several...
Yes, that's right. Specialists of support organizations that work primarily in Spanish are now able to switch their language preference to Spanish. That will cause all headers, field labels, field options, etc. in the 4me...
Over the past weeks we have been working closely with Dinco on its 4me partner certification. Dinco is a highly experienced ITSM practice located in the north of Switzerland. From there it serves large organizations...
For those of you who were not aware of this already, it is possible to add hyperlinks (i.e. custom links) to the Actions menu. Account administrators can do this in the 'Custom Links' section of...
End-users are now able to use their smartphones to submit and track their requests. Their managers are also able to approve changes. And all users can review the broadcast messages that are targeted at them....
It is common for organizations to require their support specialists to track their time in 4me. The administrators of these organizations can go to the Settings console and open the 'Timesheet Settings' section to activate...
Wherever we can, we try to minimize the amount of administration required from support specialists. We don't just do that to make the support specialists happy, though. It saves organizations real money when their people...
Organizations that include a user acceptance testing step in their application change management workflow are now able to let their customers attach the test results to their approval tasks. This works for approvers who use...
