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...