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Many people have asked for the possibility to add a video to a knowledge article, a task template, or a request. A short video can be very helpful when providing instructions or showing the effects...
Year: 2017
Since the 'Reports' section was added to the Analytics console, the number of reports in this section has been growing steadily. Right now there are already 46 reports in this section and this number is...
Another 3 reports have been added to the 'Reports' section of the Analytics console. The new reports are focused on SLA response targets. Continue reading
When you go to the Settings console, you will find a new section called ‘Media Library’. Continue reading
The view that opens on the left side of the screen when you access 4me’s Inbox or Records console can now be filtered more quickly. That is because, by default, the cursor is already placed...
A useful new feature has been added to the Service Hierarchy Browser (SHB) that is available to the right of each request. Continue reading
When a custom date range can be set for a report, the quick ranges make this very easy. Users have indicated, however, that a few more quick ranges would be useful. Continue reading
Project managers are now able to register invoices from suppliers. They can only add these invoices to projects that they are the manager of. Continue reading
This weekend, 9 more reports were added to give support organizations more insight in the problems that affect, or affected, their services. These problem reports already existed: Active Problems by Service Active Problems by Status...
The Project Manager training module has been added to the online learning center. This training makes it possible for project managers to get comfortable with 4me's Project Management functionality, without having to leave their desk....
A new API has been added to the 4me service. This new API makes it possible for the API's user to search through his/her most relevant 4me records. Continue reading
More filters continue to be added to the reports. The latest are the ’Team’ filter for the request reports and the ’Support team’ filter for the configuration item reports. Continue reading
The Planned effort field, which was already available in project tasks, has now also become available for change tasks. The planned effort can be specified in task templates to ensure that change managers do not...
The standard integration with Google Analytics is now available. This integration allows support organizations to track and report on their 4me Self Service traffic using the advanced web analytics service offered by Google.Continue reading
New reports continue to be added to the 'Reports' section of 4me's Analytics console. Continue reading
The checkbox ‘Copy subject to requests’ has been added for request templates. By default this box is checked. Continue reading
Let's say that there is an issue with the production environment of the Sales Tracking application service. The specialist who is working on the incident has determined that there is something wrong with the infrastructure..Continue...
You may have already noticed that the inline images that people have included in their notes load much faster. That is especially true for large images. Continue reading
Savaco is an IT service company specializing in solutions with impact. The company is based in Kortrijk, Belgium, and focuses on several IT solution areas: ICT infrastructure, CAD, PLM & IoT software and business productivity...
The recent improvement of the Decline feature has made it possible to add another enhancement. Two more KPIs have been added to help organizations understand how well their Incident Management process is performing. The new...
A few more completion reasons have been made available for requests. After a service desk analyst or specialist has set the status of a request to 'Completed', the Completion reason field becomes available. This field...
Mentions have become so popular that people expect this functionality to be available whenever they are adding a note to an assignment. That is why Mentions are now also available in the dialog window that...
The ability to filter reports was only recently introduced. It appears to be quite popular. Customers have already submitted requests for additional filters, which helps us to decide which filters are important to have. The...
Because service desk analysts often spend most of their time in the Service Desk console, they may not see the broadcasts that are intended for them. Also, when they are assisting someone, it would help...
This year's customer advisory board meeting was held at a fort in Cascais, Portugal. The program was redesigned to allow more time for in-depth functional discussions. These discussions were mixed with short presentations from 4me's...
The PDF design field has been added for approval tasks of changes and projects. This field is also available in change and project task templates when their category is ‘Approval’. Continue reading
After a request has been declined, it is automatically reassigned. The request is returned to the team coordinator when it was declined by a specialist who works for a team that has an active coordinator....
There are some notes that 4me adds automatically to requests. For example, when a change is successfully completed, a note is added to each request that is linked to the change to inform the requesters...
Another two reports have been added. These new reports are there to help configuration managers find CIs with a specific status. These reports are ‘Active Configuration Items by Status’ and ‘Inactive Configuration Items by Status’....
A few more dimensions have been made available for filtering the KPIs. The new dimensions are: Region, Service instance and Site. Continue reading
Two interesting reports have been added that help identify requests that may need some attention. These are the reports ‘Open Requests Aging since Registered’ and ‘Open Requests Aging since Last Updated’. Continue reading
A new version of 4me's Self Service interface has been released. It can be activated for your support organization by going to the Settings console and opening the 'Self Service Settings' section. There you will...
End users will see a different icon for the request templates in their Self Service search results. The intent of the new icon is to signal more clearly that selecting a request template from the...
A few weeks ago the ability to set custom date ranges for reports was introduced. Now we have taken this a step further. When you go to the ‘Reports’ section of the Analytics console, you...
By default, internal notes are visible when requests get passed between different support organizations within the same enterprise. When each of these support organizations has its own 4me support domain account and one support domain...
Yet another report has become available in the ‘Reports’ section of the Analytics console. This week it is the ‘Open Requests by Site’ report that was added. Continue reading
The ‘Translations’ section of the Settings console provides an easy-to-use interface for organizations to translate the names of their services, the subjects of their requests templates, the labels of the UI extension fields they have...
In the Service Offering form it is now possible to specify default targets for requests for change (RFCs) and requests for information (RFIs). Once defined, these targets are automatically applied when someone, who is covered...
New reports continue to be added to the ‘Reports’ section of the Analytics console. The latest addition is the report 'Open Requests by Status’. Continue reading
When 4me presents a list of suggestions, this list is limited to 40 records. When more than 40 records match the value in the Search box, 4me now shows the total number of matches. Continue reading
4me is, by far, the fastest enterprise service management application. The response times offered by the 4me service around the globe allow support specialists to work more efficiently. This not only eliminates frustration; it also...
The report ‘Open Requests by Target Indication’ has been improved. The slice OK included all open requests that did not have a target violation. This slice has been split up into OK, Clock Stopped and...
Now it is possible to look up the previous value of a field using the automation rules. When you add _was at the end of a field name, the expression will retrieve the field’s previous...
Yet another report has been added to the ‘Reports’ section of the Analytics console. This one is called ‘Registered Requests by Impact’. Continue reading
It rarely happens that a status option gets added, but several customers have indicated that the status ‘In Transit’ is useful for configuration management. Continue reading
Change managers are going to appreciate this usability improvement. When someone starts to register a new change and selects a change template, 4me is now going to remember this selection. The benefit is that the...
Some reports in the ‘Reports’ section of the Analytics console have a default date range. It is now possible to select a different range by clicking on the date range that is visible in the...
An extra option has been added to the Trigger field of automation rules. It is the option ‘After delay’. Continue reading
When you open a change or project in View mode and you click on a task within the small Gantt chart that is presented at the bottom of the screen, this task is presented in...
It is my great pleasure to announce that Wouter Wyns has joined the 4me team as Service Management Architect. His primary responsibility is the success of 4me customers. He will use his more than 20...
To ensure that change managers do not unintentionally affect a change template when they update a task template, they are now warned when this could happen. A warning is displayed when a change manager opens...
Change managers have provided some useful feedback that has helped us perfect the Gantt Chart interface they use to plan their changes. The results are the following 3 usability improvements: Continue reading
4me continuously learns from the searches that people perform. Search phrases that were previously used by others are suggested only when there is a fuzzy match with what has been entered in the Search box....
OneLogin has enhanced its 4me single sign-on integration to support the Just-in-Time (JIT) End User Access Provisioning functionality of the 4me service. Continue reading
The options that allow service level managers to define who is covered by a service level agreement (SLA) have been extended. Continue reading
The production environment of the 4me service was recently migrated to an entirely new infrastructure. The QA environment has already been running on an identical infrastructure for several months to proof the quality of its...
The interface that change managers use to manage their changes has drastically improved. With this new interface, change managers can plan a change using a graphical representation (a Gantt chart) of the implementation plan. Continue...
Any person who has the Account Designer or Account Administrator role can add automation rules to the tasks of the changes or projects they manage. What's probably more important is that they can also add...
The new Just-in-Time (JIT) End User Access Provisioning functionality offers support organizations another way to automate the registration and maintenance of the organization’s end users in 4me. This functionality essentially allows organizations to offload this...
When a specialist is reviewing a Configuration Item (CI) record in 4me, there is now a quick way to open a new request for this CI. By clicking on the Actions button in the toolbar...
An advanced search option has been added that makes it possible to sort the records in your search results by their creation date. Continue reading
Support organizations are now able to extend the Person, Site and Contract forms in 4me. A recent upgrade of the UI Extension functionality makes it possible to add fields to these forms. Using the Snippets feature...
End users are now able to upload a picture of themselves in 4me Self Service. Continue reading
Yet another report has been added to the 'Reports' section of the Analytics console. This one is a bar chart called 'Registered Requests by Source'. Continue reading
The Resource Planning view for projects has been improved. This is the view project managers use to ensure that the project team members do not have too much work assigned to them. Continue reading
Palo Alto, California, July 05, 2017 - 4me, Inc., an innovative service management solution provider focussed on Service Integration and Management (SIAM), has increased its resources by appointing a Business Development lead for the UK...
The 'Search Phrases' section has been added to 4me's Analytics console. When you open it, you will see two graphs on the right side of the screen. The first graph shows the total number of...
Today, Andrew Smith joins the team as Business Development Director for the U.K. and Ireland. This role gives Andrew the responsibility for growing 4me's customer and partner base in the region off the north-western coast...
Project managers are now able to switch from a project's Gantt Chart to the Resource Planning view. The Resource Planning view allows them to ensure that the members of the project team do not have...
Palo Alto, June 22, 2017 - We are excited to announce that 4me, Inc. has been accepted to the 6-month program of Alchemist Accelerator. This represents a huge opportunity for 4me, as the Alchemist Accelerator...
Most users of 4me already know that they can go to the Analytics console to access the 'KPIs' section. There they can select a process to review a set of KPIs that can be used...
When an organization changes its name as part of a rebranding exercise, this typically affects the name of its 4me account. Fortunately, the owner of the account is able update the account's name simply by...
4me now keeps track of the number of times each knowledge article is opened in 4me Self Service and the 4me App. This data is used to produce the 'Knowledge Article Self Service Usage' report,...
It is now possible to use 4me's REST API to automate the maintenance of people's access rights in 4me. A simple script is all it takes to give a new employee at the service desk...
The KPI ‘First Call Resolutions’ has been added to help monitor the efficiency of the Incident & Request Management process. This KPI tracks the percentage of requests that were completed by the service desk during...
Support organizations that publish knowledge in 4me are now able to give their end-users the ability to provide feedback. The administrator of an organization's 4me account can activate this new feature, by checking the 'Allow...
What an amazing day... The second annual 4me Connect event was another resounding success. The stories shared by customers, as well as the wide variety of new features presented by 4me's development team, got everyone...
This year's 4me Connect event is set to be even better than last year's. Already, more people have signed up and the agenda is overflowing with topics that are guaranteed to inspire. Continue reading
Many organizations have already discovered that 4me can be used to provide a single Self Service portal for all kinds of support. That makes it easy for the employees. Whether they need a new laptop,...
The developers among you will be pleased to hear that the capabilities of 4me's REST API have been extended with a few more Knowledge Management features. Continue reading
Most organizations that use 4me also make use of UI extensions to add custom fields to the user interface for specific types of requests, tasks, configuration items, etc. When they get comfortable with this, they want...
Yet another report has been added to the 'Reports' section of the Analytics console. This one is called 'Applied Knowledge Articles'. Shows the articles that have been applied to a request the greatest number of...
The editor in which the code for the UI extensions is maintained has been improved. Continue reading
When specialists use the Decline button in the toolbar to return a request to the team coordinator or the previous team, they are asked to specify why they cannot work on the request. Because this...
The status of each knowledge article is now visible in the search results for service desk analysts and specialists. This makes it easier to spot ’New’ articles. Continue reading
The VIP checkbox has been added to allow organizations to mark some of their people as VIPs. The symbol used to identify VIPs in 4me is a crown. Continue reading
When you go to the 'Reports' section of the Analytics console, you will see that the report 'Knowledge Article Link Rate' has been added. Continue reading
An additional report has been made available in the 'Reports' section of the Analytics console. It is called 'Open Requests by Organization' and shows how many requests still need to be completed for each customer...
The 'Contact Details' section of the Person form now allows chat links to be added. If your organization is already using Facebook's Workplace, for example, it is possible to use 4me's import functionality to add...
Many organizations customize the information they include in the email notifications that 4me generates on their behalf. For example, an external service provider may include the name of the customer organization in the email notification...
When you receive an automated email notification from 4me, for example because a request has been registered for you, you can reply to this email. Your reply then gets added to the request as a...
More and more organizations are setting up multiple accounts in 4me so that all the departments that support the core business (e.g. IT, HR, Purchasing, etc.) can have their own support domain. The specialists in...
The Timesheet Summaries feature has been made available to end-users. They can access their timesheet summaries from the Calendar view. When they deselect the selected date (by pressing it) the 'Time allocation' summary is displayed for...
Mentions have become extremely popular in 4me. When you mention someone in a note, this note gets send via email to the person you mentioned. Until now you have only been able to mention people...
This post is intended for developers who build and maintain integrations with 4me. A new feature has been added to the REST API. This feature makes it easy to calculate a duration. Continue reading
You may have noticed that 4me now shows the initials of a person when a picture of this person is not yet available. This is a little more informative than 4me's default person icon, especially...
Let's say that you just assigned a request to a colleague, but you want to keep track of its progress. This has just become much easier. All you need to do is press the Watchlist...
The reports that can be made available to key contacts of a support organization now offer drill-down capability. For example, when a key contact opens the pie chart that shows the number of open requests...
The 'Underpinning SLAs' section has been added to the SLA reports that 4me generates. This new section can be really useful when investigating SLA violations. It shows the service level agreements that are in place...
This post is for the people who build and maintain integrations with the 4me service. Several options have been added to the REST API that may be very useful for certain integrations. All of these...
You were already able to use 4me to generate short URLs and corresponding QR codes for configuration items and request templates. Now you can do this for knowledge articles as well. Continue reading
Two nice features have been added to the Configuration Management functionality. The first is an additional column in the product views that shows the number of active CIs. The active CIs are the configuration items...
The Bubble Chart Analysis was recently introduced. Now it's time for another important tool for the Portfolio Management process. It is the Waterline Overview. You can find it in the 'Portfolio Management' section of the...
To help organizations decide which projects to fund, a bubble chart has been made available. It can be found in the new 'Portfolio Management' section of the Analytics console. This bubble chart shows all proposed...
The Key Contact role can now be limited to specific support domain accounts. This makes it possible, for example, to give someone the Key Contact role for the Facilities Management and IT domains, but not...
In many cases, a project manager will start to plan a new project by adding tasks to it. You can see how easy it is to add tasks to a project in the Project Registration...
Organizations with operations in Denmark are now able to benefit from the premium service management features that 4me offers without having to waste any time on translations. Continue reading
When a webhook is triggered, the payload that it sends out now includes one extra parameter. The name of this new parameter is payload[audit_line_id]. It contains the ID of the audit entry that 4me generated...
When you send an email to 4me to open a new request, or when you reply to an email notification that your received from 4me, the text in the body of your email gets added...
The 'Inbound Email' section has been added to the Settings console. If you are an account administrator, you can use this section to review the email that people send to your organization's 4me account. Continue...
A minor, but helpful, usability feature has been added to the Service Desk console. After selecting a user in the left pane of the Service Desk console, the service desk analyst sees the user's services...
4me's Change Calendar has been improved again. These enhancements were introduced specifically for organizations that implement hundreds of changes each week. When they open their Change Calendar without any filtering, the sheer number of planned...
The following two variables have been made available for use in the email templates that 4me uses to generate notifications concerning requests: Continue reading
Because more and more end-users and support specialists in South Korea are using 4me, the service has been translated into Korean. That means that they can all switch their language preference to Korean (한국어). When...
Support for the project management process has been added to the 4me service. Account administrators can activate this functionality by going to the Settings console and registering at least one project category and one project...
As 4me continues to grow, so does its organizational structure. Today it is my great pleasure to announce that Laurens Pit has taken on the role of 4me's Chief Technology Officer. Continue reading
Because there are more and more 4me users in Poland, we decided to make the full 4me interface available in Polish. End users were already able to use 4me Self Service in Polish, but now Polish...
This is a somewhat unusual blog post. Rather than announcing a new feature, this post explains how it is now possible to switch off some existing functionality. Since most organizations have not implemented Release Management,...
A support specialist may be asked how much time she spent on a specific project during a specific month, week or day. Now she is able to answer that question by going to the Analytics...
