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A small usability feature has been added for people who register all their time in 4me. A double-click on a date in the calendar overview of a user's timesheet now opens a new time entry....
Year: 2016
In some organizations people have gotten used to sending email directly to specific teams when they need help with something. There can be good reasons why a team may prefer to allow the users who...
A few useful features have been added to the 4me Change Calendar. These improvements were added to ensure that very large support organizations, which manage hundreds of services, are still able to make effective use...
The knowledge management functionality in 4me includes an advanced feature for service desks that provide support in multiple languages. This feature makes use of the ability to translate knowledge articles. Any specialist or service desk...
It was already possible to ask people to add a description when they register a new time entry for specific time allocations. After such a time allocation was selected, a description for the time entry...
The option to fill out time entries for a whole week in a single screen was already available to all specialists. Now this feature is also available for end users in 4me Self Service. When...
Like the KCS (Knowledge-Centered Service) methodology, we have worked hard to make knowledge management as simple as possible. For the specialists it should be so easy and quick to add knowledge that they will do...
The Service Desk console has been improved to help service desk analysts be even more efficient and to ensure that the search results are more likely to include useful items. The first thing that you...
You probably already noticed that the buttons in 4me got a makeover this weekend. The old buttons were starting to look a little worn out. The new styling makes them look fresh again. Apart from...
Today, it is my great pleasure to announce that Bartłomiej Duma has joined 4me, Inc. Bartek (as he is known to us) has taken on the role of service management consultant, which means that he...
For those of you who maintain several 4me integrations, we have recently added a small feature to help you manage your webhooks. When you open an existing webhook or when you start to create a...
A minor, but useful, enhancement has been made available for change managers. When you open a change in View mode, you will notice that the graphical workflow representation no longer shows the start of the...
One of the capabilities that makes the 4me service so unique is its support for SIAM (service integration and management). 4me makes it possible for organizations to work together on the support of services. From...
When you need to relate one or more configuration items to a request, service instance, contract or task, you can look up these CIs by entering part of their name or label. In some cases,...
4me makes it possible to mark assignments as urgent. This can be useful in situations where a request, problem or task requires immediate attention. When a support organization knows that certain types of requests or...
From time to time it happens that sensitive information is included in a note or one of the note's attachments. To prevent all support specialists from seeing this information, a new feature has been added...
Last month it became possible to insert images in the Note fields. This was immediately extremely popular, especially in requests where people are using this feature extensively to include screenshots. Because it is so popular,...
The Duplicate functionality has been extended to all templates. Service desk managers are now able to select an existing request template and use its information to create a new one. This can be useful when...
The location of this year's customer advisory board meeting was Barberstown Castle in Ireland. In this rustic setting, the achievements of 2016 were reviewed with 4me's largest enterprise customers. These customers also shared some of...
Managers and their substitutes can review the timesheets of the people who work in their organization. They can do this in the Analytics console. Now, when they select a timesheet of a specific employee for...
If you were at InfraVision's 4me Customer Event today, you would already know about the new Mentions feature. This exciting new feature allows you to 'mention' someone when you are adding a note to, for...
The Broadcast functionality has been extended again. This time an option has been added to send out a broadcast to the members of specific teams. Let's assume, for example, that your organization is planning to...
Earlier this week the new text formatting features were released. You may have already noticed that the bar with the formatting options includes one extra option when you are working in a Note field. This...
The large text fields in 4me now offer some user-friendly formatting options. Only the most useful formatting features were added, to ensure that users will almost immediately feel comfortable using them. The screenshot below provides...
Nowadays, it is not uncommon for a large IT department to support more than a hundred services. Email is often cited as an example of a service, but each department of a modern enterprise seems...
You probably did not notice that, over the past two months, your search queries were gradually redirected to 4me's new search engine. The beauty of this new search engine is that its indices get updated...
Today, we are proud to announce the partnership with 2Grips. The consultants of this Belgian/Dutch firm have gained an enormous amount of experience implementing different IT service management solutions. They have recognized the unique benefits that...
The screen that displays the results of a search has been improved a little. This was done to make the 'Refine Search' options a little more intuitive to use. These options are now revealed when...
Managers (and their substitutes) use the 'Timesheets' section of the Analytics console to review the timesheets of the people who belong to their organization. It was already possible for them to adjust the time entries...
Support organizations are now able to perfect the styling of the email notifications that 4me generates for their end users and specialists. The new Email Design functionality makes it possible to use HTML to define...
One of the unique features of 4me is that it allows two companies that both use 4me to establish a trust relation. Among other things, a trust relation makes it possible for one or both...
To ensure that end-users provide all information necessary to complete a specific type of request, support organizations add UI extensions to their request templates. These UI extensions deliver the fields that need to be filled...
The icons and buttons of the 4me toolbar have been redesigned to make them easier to recognize. The Edit button received a special makeover. Now, when you press this button to open a record in...
To make the record-type icons stand out more clearly in the Inbox console, the small 'form' symbol has been removed. This makes it easier distinguish between the different record types. To ensure that the 'form'...
Some organizations have internal or external customers that require a description of the time that has been spent for them. In such cases, the administrator can check the new box 'Description required' in the relevant time...
Time Tracking functionality has been extended with a helpful feature that makes it possible to quickly register your time for a whole week. To access this new feature, click on the Time Spent Today toolbar button...
The 'Timesheets' section of the Analytics console allows managers and their substitutes to review the timesheets of the people who belong to their organization. A new feature has been added to make it possible to...
This week it is our pleasure to announce that SMTX has joined the 4me Partner Network. SMTX offers a number of advanced service catalog and request fulfillment products for large organizations with service management needs...
The new Time Tracking functionality allows organizations to specify the number of work hours in a day and in a week. This makes it possible for 4me to automatically fill out the day's remaining time...
Many of the organizations that use 4me have enormous infrastructures to manage. The numbers they deal with on a daily basis can be dazzling. In such environments it is critical that the service management application...
Time Tracking functionality was delivered. One of the nice features that users could immediately benefit from was the ability to edit their time entries when they accidentally entered an incorrect amount of time in a...
The service management experts of ITSM University are some the most experienced in the U.S.A. As part of their industry research, they have closely tracked the progress of 4me for more than 4 years already....
Last week the new Time Tracking functionality was announced and the basic features that allow employees to register their time were reviewed. What was not yet explained is how managers and their substitutes can review...
Yesterday's 4me Connect event was simply wonderful. It was great to see so many familiar faces from so many countries. Some of the largest 4me customers and partners shared their experiences. The topics on Time...
The assignment_count field has been made available in the Requests API. This field keeps track of the number of times a request was assigned to a new team. What makes this field so special is...
Many organizations already ask their support specialists to specify how much time they spend working on assignments (i.e. requests, problems and tasks). But some organizations have indicated that they would like to be able to capture...
Next week's 4me Connect 2016 has sold out. We are thrilled that the response has been so much greater than we expected. Hopefully everyone who wanted to attend managed to get a ticket. We are...
4me's computer telephony integration (CTI) feature has been refined a little more for organizations that use an automatic call distributor (ACD) to collect, for example, a customer number from the caller before passing the call...
The agenda for 4me Connect 2016 has been finalized. A wide range of topics will be covered by speakers from enterprises that make advanced use of the 4me service. They will explain how they use...
When looking at the requests in the Inbox views or the Records console, the requester's organization is visible in the Requester column. The organization name used be looked up dynamically. The result was that, if...
A usability feature has been added to fields that allow a single record to be selected by entering a few characters that match the record’s name. These fields now immediately suggest up to 10 of...
Email templates are available in 4me to define the information that the automatically generated email notifications need to contain. To avoid thousands of email notifications from getting sent out accidentally, these templates do not get...
In the past, it was possible to switch on time tracking in the 'Account Settings' section of the Settings console. When this option was enabled, all specialists would be asked to register the time they...
Organizations that track time spent see the ’Time Entries’ section at the bottom of their requests, problems, releases, changes and tasks. Access to the time entries that are linked to these records has been restricted...
The specialists who work in a support domain account were able to look up all organizations, people and sites that are maintained in the directory account in separate views. For example, to look up an...
There are several places in 4me where it is possible to link a record to multiple other records of the same type. Multiple configuration items, for example, can be linked to a request. Similarly, an...
Did you know that it is possible to customize the support link that your 4me users see after they have submitted their email address to reset their password, or after they tried to go to...
A small but very useful improvement has been made to the rules that automatically select a team after a service instance (SI) is linked to a request. In the past, these rules already ensured that...
More and more enterprises are setting up their directory account in 4me. A directory account gives them a single secure environment in which they can maintain all their people, organization and site information. This information...
Since January 12, 2016, Microsoft provides technical support and security updates only for the most current version of Internet Explorer available for a supported operating system. This has encouraged organizations to upgrade their users to...
A typical 4me account can be accessed by more than one account administrator. Each account can have only one owner, though. To limit access to the single sign-on configuration of an 4me account as much...
The section 'Child Organizations' of the Organization form has been rebuilt. This was done to dramatically improve the response time when opening a large enterprise that is made up of hundreds of divisions, affiliates, departments,...
A while ago, the Waiting until field was added to the Request form. This field makes it possible to tell 4me when you would like to be reminded to continue working on a request. Now...
End users are by default allowed to reopen a request within 28 days after it was completed. This gives them some time to verify the solution. As long as the status of the request is...
Directory administrators will be happy to know that the 'Sites' option is now available in the Records console. This replaces the 'Sites' section of the Settings console. It is just easier when these three record...
An extra visibility option has been added for broadcasts. It is called 'People covered for any of our service instances'. This option makes it easy for a service provider organization to broadcast a message to...
Yes, the UI extension functionality has been extended again. This time we concentrated on making it possible to add custom fields to the Task form. When you want to add some fields to a specific...
The Instructions section is now also available in tasks. It can be used to provide instructions for the task's assignee(s), just like the Instructions section of requests. The information in the Instructions section can be...
Another view has been made available in the Records console. This new view is called 'My Organizations'. You can use the 'My Organizations' view to quickly look up all organizations that include you in the...
The Substitute field has been added to the Organization form. This field allows the manager of an organization to specify who his/her substitute is. Knowing who the substitute manager is can be useful information for...
Most of you already know that 4me, Inc. is more than a little selective about the people who get to work on the 4me service. We spend a lot of time selecting people who are...
People who have been given the Key Contact role in 4me can see all requests from every person of their organization. They can find these requests when they go to 'All Requests' in 4me Self...
When notice needs to be provided before a certain date to terminate an SLA or contract, it would be nice if the responsible person could be warned in advance. It would also be nice to...
Account administrators are now able to configure the features that are available to end users. They can do this in the new 'Self Service Settings' section of the Settings console. When the first option is...
The email templates 'Contract Set to Active' and 'Contract Set to Expired' have been added. They make it possible to automatically notify the customer representative and the supplier contact (if specified) when a support, maintenance...
Sometimes it is important that a change does not get implemented before a certain date. Change managers can use the 'Start no earlier than' field of implementation tasks to specify the moment at which the...
