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4me has a special interface for specialists who work with a tablet. It is now possible to use this interface on larger screens as well. When the width of the browser window is reduced so...
Year: 2018
After the successful introduction of the suggest field for selecting a person record in a UI extension, two similar suggest fields have become available. These two new field types allow users to select an organization...
To ensure that organizations can optimize the accessibility of their 4me Self Service home page for people with disabilities, it is now possible to include Accessible Rich Internet Applications (ARIA) attributes in the Self Service...
Developers who are most comfortable with C# or Visual Basic will be excited to hear that a 4me software development kit (SDK) has become available for the Microsoft .Net Framework. Like the SDK that was...
4me’s import/export functionality has been extended to include email templates. This can be helpful when a new 4me account has been set up in the quality assurance (QA) environment and this setup needs to be...
A very helpful new filter has become available for some of the views in 4me. It is called the 'Registration' filter. This filter makes it possible to limit the records that are listed in a...
In 4me it is possible to upload a small picture, or avatar, for specific records. That makes these records easier to recognize for users. The records for which a picture can be uploaded are: Holidays...
When a new 4me account is being populated in QA and several request templates and knowledge articles have been prepared and approved, they can be exported and imported again into the organization’s 4me production account...
Another SLA report has been added to the 'Reports' section of the Analytics console. This report has a specific focus on requests that are linked to an affected SLA but for which a resolution target...
The text, which was displayed when someone moved the mouse cursor over the red dot that indicates that a service is down, has been adjusted. This was necessary because it turns out that people frequently...
The report ‘Completed Changes by Completion Reason‘ has been added to the 'Reports' section of the Analytics console. It is not terribly special, but it should help organizations when they review their completed changes. Especially...
Service desk analysts who work for very large enterprises have reported that it is sometimes difficult to know who to select when someone with a common name calls the service desk. In such cases, the...
When a team coordinator needs to decide who to assign an urgent request to, it would help if it were possible to see who is currently working in 4me. That is now possible. When someone...
In 4me, everyone can select their local time zone in their profile. This ensures that 4me presents all dates and times (such as resolution targets) in the selected time zone. What is new is that...
Today, I am excited to announce that Frank Bakker has officially joined the 4me team. In his new role as Director Strategic Accounts, Frank will be responsible for developing strategic relationships with enterprise customers and...
Service desk analysts will notice that a small adjustment has been made in the Service Desk console. There, the User field has been renamed to 'Requester'. In addition, the button has been relabeled to ‘New...
Last week it became possible for an enterprise customer to allow a managed service provider (MSP) to register requests for the customer’s specialists, without having to make the customer’s Service Desk Analyst role available to...
Service provider organizations, whether internal or external, may have some customers with which special arrangements have been made. In such cases, it can be important to inform specialists about this when they are about to...
The 'Copy note to change' option was introduced a few years ago. It is a helpful feature for specialists to inform the manager of a change about the information they are entering in the Note...
When a specialist opens a request that was submitted by someone from another account, the name of the account in which the requester's person record is registered is now displayed next to the name of...
The ability to apply very specific filters to a view has made it possible to add another useful feature to the views in the Records console. The new feature that has been added allows specialists...
In October 2017 a new version of 4me Self Service was released. Since then, several enhancements have been added to that version of Self Service, like the Watchlist, the Notification Center and the Refine Search...
Change managers now have two more options at their disposal in the Completion reason field of their completed changes. The options 'Failed' and 'Disruptive' have been added. These additional completion reasons fill a gap in...
Last week the Reference option was added to the Note fields to make it possible to reference requests, problems, releases, changes, change tasks, projects, and project tasks. Now it is also possible to reference knowledge...
In the past, when an enterprise organization and one of its managed service providers (MSPs) each had their own 4me account, and a specialist of the customer organization would call the MSP to report an...
A minor but helpful usability feature has been added for auditors and account administrators in the ‘Audit Entries’ section of the Settings console. In this section they have always been able to review audit entries....
Another standard 4me integration has become available. It is the 4me SCCM Connector. This connector makes it possible for organizations to integrate their Microsoft System Center Configuration Manager (SCCM) instance with their 4me account. The...
Three interesting reports have been added to the 'Reports' section of the Analytics console. These reports provide different graphical presentations of the average time it has taken to get the affected SLAs of requests to...
Organizations perfect the categorization of their services from time to time. When they do, they are often left with a few service categories that no longer contain any services. To help them maintain a clean...
The Reference feature has become available in the Note fields of requests, problems, releases, changes, change tasks, projects and project tasks. This is an important usability feature that makes it possible for specialists to include...
People who regularly work in 4me's quality assurance environment will probably have experienced a moment of confusion every now and then where they switched browser windows and thought they were in production, but were actually...
Palo Alto, California, November 8, 2018 - 4me Inc., a SaaS start-up dedicated to improving the success of selective outsourcing, is delighted to announce the availability of the first global SIAM survey that it commissioned...
A minor optimization has been introduced that prevents a browser notification from popping up immediately after someone submitted a request for him/herself. The reason why this popup now gets suppressed is that it could be...
A new product category has been added, because several organizations indicated a need for it. This new category is called 'Security Certificate'. It was already possible for organizations to add this category by themselves in...
Another filter has become available for the request views in the Records console and for the request reports in the 'Reports' section of the Analytics console. This filter is called 'Member'. The 'Team' filter was already...
An extra column has been added to the views that can contain completed requests. This column shows the satisfaction feedback that was received from the requester. A green thumbs up icon is displayed when the...
The automation rules of a change task are now able to look up and update the financial information of configuration items (CIs or assets). This can be useful, for example, when the serial number of...
When someone performs a search is Self Service, the search looks through all the records that this person has access to in Self Service. That means that the search results may include this person’s requests,...
A new role has been added. It is called the ‘Account Designer’ role. This role can be given to people who need to be able to maintain the organization’s account design, Self Service design, PDF...
Now that the first line support agreement (FLSA) reports are available in the Analytics console, it is possible to set a pickup target for the service desk team. This pickup target can be specified in...
The full UI of 4me and 4me's Self Service interface are now available in Portuguese for enterprise employees and support specialists in Brazil. When they click on themselves on the very right side of the...
4me now offers service desk managers the information they need to track the quality of the support that their teams provide. When they go to the Analytics console, they will find a new option on...
Over time, some requests collect a lot of notes in their Notes section. For example, when the requirements of a request for a non-standard change are not immediately obvious, the request may go back and...
The views of 4me’s Inbox console have undergone a major makeover. When specialists open their 4me inbox, they will initially not notice a major change. Their inbox still presents the assignments in a table layout....
The annual 4me Customer Advisory Board meeting took place last week at Hartwell House, nestled in the beautiful English countryside. For three days the 4me team was joined by 12 of our customers and partners...
The filter ‘Completion reason’ has been added to the reports that are generated using the data of completed requests. These reports can be found in the Analytics console. This filter can be helpful, for example,...
The quick ranges, which allow people to select a popular date range for a report, have been improved. The reason why this was done is that people always had to think a little to understand the...
Several powerful reports have been added that allow organizations to see how often they manage to meet their SLA targets for each service or each service instance. The following reports show the number of times...
It is now possible to move a person record from a support domain account to its directory account. When a new person record is registered in a directory account, 4me checks all the support domains...
When specialists open the 'Time Entries' section of a request, problem, release, change, change task, project or project task, they are now able to see not only their own time entries, but also those of...
The 'Search Phrases' section of the Analytics console can be used to analyze the searches that people performed in Self Service. During a review of the search phrases, a support organization may discover that people...
To protect organizations against malicious use of the Mail API, the maximum number of email messages that gets processed for any person over a 4-hour period is limited. The limit depends on the roles that...
A new filter has been added to the change management reports that can be found in the 'Reports' section of the Analytics console. This new filter makes it possible to filter these reports by team....
Administrators are now able to export and import UI extensions. This can be helpful, for example, when some UI extensions have been prepared or updated in a 4me QA account. After these UI extensions have been...
The Mass Update functionality for configuration items (CIs) was only recently released. This functionality has been improved to give configuration managers the ability to also update the UI extension fields of CIs. The form that...
Requesters are encouraged to let their support organization know whether or not they are satisfied with the way their requests were handled. To capture more responses, the ability to provide feedback is now available from...
The rule set for the product category 'Virtual Machine' has changed. It used to be 'Logical Asset with Financial Data'. It has now become 'Server'. The new rule set makes it possible to specify the...
A few record types still had long lists of checkboxes. These lists have been replaced by a link that offers a list of suggestions when pressed. This makes it easier to look up and select the...
Another reports has been added to the ‘Reports’ section of the Analytics console. This new report is called ‘Requests with Satisfied Requester’. It is generated using the satisfaction responses from people who indicated that they...
In the 'Security' section of the Settings console, it now possible for an organization's account owner to define a list of extensions that files are allowed to have when they are attached to a 4me...
The audit trail that 4me maintains for each record provides an easy-to-understand overview of a record's entire history from the moment it was created. As records age, though, their audit trails can become quite long....
Several filters have been made available in the 'Search Phrases' section of the Analytics console to make it easier to analyze the searches that people performed when they were looking for help. These filters should...
After a request has been completed, 4me sends out a notification to ask whether the requester is satisfied with the way the request was handled. In the past, when a requester ignored this notification, there...
A minor feature has been added to the REST API for changes. This API now allows the manager of the change to be set when a new change is created. In the past, the API...
People may have already noticed that the attachment file size limit has increased significantly. In the past the maximum size of an attachment, including videos and files in the Media Library was 20 MB. This...
When a specialist clicks on him/herself in the far right of the toolbar and selects the option 'My Profile', it used to be possible for this person to go to the 'API' section and see...
When a configuration manager registers a new product, the name of this product gets filled out automatically in the Name field when its brand, model and category are specified. The REST API for products now...
People who have the Project Manager role are now able to see the time entries that their colleagues added to the tasks of the projects they manage. Similarly, change managers are able to see the...
Sometimes an SLA is no longer considered affected by a request. That happens, for example, when the provider that is responsible for the SLA has rejected the request.Continue reading
Apart from being able to filter the configuration item views, configuration managers are now also able to perform mass updates of the CI records. This is a powerful new feature that makes it much easier...
Some people already noticed the filter icon that is now visible in the header of the views within the Records console. When a user clicks on this icon, the filter options for the view are...
A significant performance improvement has been transferred to production. Specialists who work in very large organizations should notice that their requests, problems and tasks now open just a little bit quicker when they place them...
A new metric is being tracked for requests. It is called the reopen count. The reopen count is the number of times that a request's status has changed from 'Completed' to a different value. Continue...
Another filter option has been added to the request reports that can be found in the 'Reports' section of the 'Analytics' console. It is the 'Source' option. This new filter makes it possible to restrict...
A helpful feature has been added that gives service desk analysts and specialists another way to quickly find a specific configuration item (CI). Continue reading
Account administrators now have the ability to define automation rules in request templates. This can be useful, for example when a notification needs to be sent to the organization's information security officer every time the...
4me is delighted to announce that Aristar Consulting Group has joined the 4me Partner Network. Based in the United Kingdom, Aristar helps organizations reduce costs and increase revenue. Continue reading
In 4me Self Service, employees can submit requests on behalf of a colleague. Quite a few managed service providers (MSPs) are using 4me's Self Service capabilities to allow their external customers, which do not yet...
A new view has been added to the Records console for requests. This new view is called 'Requests My Team Is Accountable For'. Continue reading
Another two reports have been added for configuration managers. The reports are intended to provide an overview of the assets that the configuration manager's organization owns, supports and/or leases. These two new CI reports can...
An important adjustment has been made to the access rights that the Directory Administrator role provides. In the past, this role made it possible to grant and revoke all roles of the directory account and...
When an organization has prepared a large number of request templates for some of its services, it can be a little cumbersome for support specialists to find the correct template in the Service Hierarchy Browser...
It is now possible to use the Automation Rules to copy an entire note, including its attachments, inline images, mentions and formatting, from one 4me record and add it as a new note to another...
After a request has been related to a service instance, 4me knows that the first line team or the support team of the service instance is responsible for meeting the response and resolution targets specified...
The report 'Completed Requests by Business Unit' has been added to the 'Reports' section of the Analytics console. This report is similar to the 'Completed Requests by Organization' report. This one, however, is aimed specifically...
An interesting feature has been added to the Service Hierarchy Browser (SHB). It has always been possible to click on a child service instances in the SHB to go down a level in the service...
An advanced time tracking feature has been added to give organizations the ability to collect more information when their employees register their time in 4me. This information can then be used to track costs more...
We are extremely happy today to announce a new partnership with Red Shift Consultants as we continue to build up the 4me Partner Network in the United States. Continue reading
A significant performance enhancement has been deployed to ensure that specialists can look up knowledge articles faster after they press the Apply Knowledge button (i.e. the little owl icon) in the Note field of a...
The status option 'Being Created' has been added for change records. Change managers will see this status only briefly whenever they save a new change. As soon as all the tasks of a new change...
The reports 'Completed Requests By Team' and 'Completed Requests By Member' have been improved. They now show only the requests that were completed by a team of the account in which the report is opened. This...
Microsoft has improved its standard integration that gives its Azure Active Directory customers the benefits of enterprise-class single sign-on with 4me without any complex technical setup. This SSO integration allows an organization's employees to sign...
4me's REST API for requests has been extended. It now offers the ability to retrieve a set of URLs for each completed request. This set of URLs allows requesters to indicate whether or not they...
SCIM stands for System for Cross-domain Identity Management. It is an open standard for the automated exchange of user identity information, such as names, email addresses, phone numbers, etc. Continue reading
Two more security enhancements have been added that will help users protect their access to 4me. Neither of these improvements should have a big impact on users, but they may notice a minor difference in...
A few weeks ago several improvements for 4me's code editor were released. Today, the people responsible for maintaining their organization's Self Service design will be happy to hear that the usability of the 'Self Service...
Another training module has been added to the 4me Learning Center. This new module is targeted at advanced users of 4me and consultants who are interested in discovering the possibilities that the automation rules provide....
Yet another security feature has been added. From now on, all files that are attached to a 4me record are subjected to a virus scan after they have been uploaded. If the virus scanner detects...
When organizations are designing their Self Service homepage, there are a number of handy widgets available for adding content. Now, by popular demand, several more of these widgets have been added. Continue reading
The 'Reports' section of 4me's Analytics console contains a large number of basic reports, such as 'Open Requests by Service'. Most of these reports become interesting only after some filters have been applied. Continue reading
Two more Change Management reports have been released. They can be found in the 'Reports' section of the Analytics console. Continue reading
The option 'Work hours are 24x7' has been added to all change tasks and project tasks. Change and project managers can use this option to apply a 24x7 work hours calendar (without any holidays) for...
A new field type has been made available for UI extensions. It is called 'person-suggest' and it provides an easy way to add a field in which a person can be selected. Continue reading
Service providers are now able to specify how long records, which could contain personally identifiable information (PII), should be retained. By specifying a retention period for such records, service providers can ensure that they are...
A new security enhancement had to be added. This enhancement is unfortunate, but necessary. It limits the ability to include URLs for images or videos from external sites. Continue reading
Another two reports have been released that look at completed requests. They are available in the 'Reports' section of the Analytics console. Continue reading
More and more people are talking about SIAM (Service Integration and Management) and want to learn more about it. We have gathered what we think are the best resources available today to provide you with...
The entire list of the roughly 200 icons that are used in 4me has been made available for you on the 4me Developer website. This makes it easy for designers to look up an icon...
The following reports have been added to the 'Reports' section of Analytics console for configuration management: Continue reading
The access rights that the Configuration Manager role offered for registering and updating service instances has been transferred to the Service Level Manager role. Several 4me customers requested this adjustment and their reasoning seems sound....
Some good news for the people who have been administering automation rules for changes and projects. They will be happy to hear that, from now on, their rules are duplicated when a template is duplicated. Continue...
A set of 31 additional reports has become available in the 'Reports' section of the Settings console. This is the greatest number of new reports included in a single release. Continue reading
It is no longer be possible to create or update records if they contain insecure links in their HTML, JavaScript or CSS fields. Any pre-existing insecure content will continue to work for now. To help...
UI extension fields can now be marked as internal. The easy way to do this when adding a new field to a UI extension is to check the new Snippets option 'Internal'. Continue reading
4me has offered just-in-time access provisioning for end users for some time now. It offers support organizations a way to automatically maintain the information of people each time they access Self Service to obtain support....
Specialists of a trusted account can review a change when it includes a task that is assigned to a team of this trusted account. To avoid the unintentional sharing of the notes and attachments of...
When administrators or auditors access the Settings console of an organization's 4me account, they are able to open the Activity Monitor. The Activity Monitor provides an overview of all people who are registered in the...
It was already possible to use 4me's REST API to look up the entire audit trail of a specific record. For example, the following CURL command shows how the audit trail of request 70403 can...
The 'Translations' section of the Settings console has been improved. The objective of this change was to make it easier to find a specific phrase within a specific record type when it needs to be...
The report 'Open Requests by Business Unit' has been added to the 'Reports' section of 4me's Analytics console. This report is especially useful for large enterprises that are organized in divisions or business units, each...
All information in the Service Desk console now gets presented in the preferred language of the service desk analyst whenever possible. The information that can appear in the Service Desk console and which organizations can...
The 'Current Usage' section of the Settings console has been modified to allow organizations to get a real-time view of all the billable users in their 4me account. That means that this view now lists...
The audit trails have been improved to make it a little easier to see what has been updated in fields that can contain a lot of information. The previous value and the new value are...
In the past, when someone would send an email to the email address of a 4me account or team, and this email's subject contained the ID of an existing request, and this person was not...
Users can print out 4me records (e.g. requests or knowledge articles), or they can generate PDF files from these records. They can do this, using the 'Print...' option of the Actions menu. Continue reading
When you go to 4me's Records console and select the 'People' option, you will notice that two extra columns have been added by default. Continue reading
We are happy to announce the further growth of our partner network into Southern Europe. Today we welcome Factis, a well-known Portuguese ITSM firm with a long history of servicing customers in Portugal, Spain and...
Many customers have asked for this and now it is possible; organizations can add the texts entered in UI extension fields to 4me's search indexes. By adding these values to the search indexes, any searches...
Some of the design capabilities in 4me allow organizations to add HTML, JavaScript and CSS. They can do this using the code editor that 4me provides. A few new usability features have been added to...
Yet another report has been added to the 'Reports' section of the Analytics console. This new report is called 'Completed Requests by Completion Reason'. Continue reading
Each record in 4me has an audit trail that shows who made which updates and when these updates were made. As an extra security feature, each audit entry includes not only the name of the...
The computer telephony integration (CTI) capabilities of 4me have been extended again. The new feature that was added allows support organizations to use their automatic call distributor (ACD) to collect a request ID from a...
A number of additional reports have become available in the 'Reports' section of the Analytics console. The new reports are: Continue reading
We are extremely pleased to announce a new partnership with Joost, a well-known Service Management consulting firm based in the Netherlands. At Joost some of the best consultants in the service management industry, with in-depth experience...
Organizations are now able to stop their 4me users from running specific reports. If you are an administrator and you open the 'Reports' section of the Analytics console, you will see that the Edit button...
When a request is passed from the 4me account of an IT department to the 4me account of one of its managed service providers, the specialists of the MSP were already able to mention the...
A restriction has been implemented to better secure the information in internal notes. Specialists can still add internal notes to requests, but after an internal note has been added, the people who are notified, will...
When a support organization sets up its 4me account, it can specify in which currency it is going to enter, and report on, financial information. Continue reading
The 4me team is now home after another successful Connect event. This year not only featured the main conference but also included a full day of training where we caught up with partners and customers...
Earlier today, at 4me Connect 2018, Service-Flow and 4me announced that 4me is now fully compatible with Service-Flow’s ONEiO SaaS integration hub. This maximizes the number of managed service providers that 4me customers are able...
The first day of Connect 2018 focused on training workshops for customers, partners and prospects. With brilliant sunshine and a dynamic setting aboard the SS Rotterdam, our attendees had a packed day of interesting topics....
Another interesting report has been added to the 'Reports' section of the Settings console. This new report is called 'Requests Registered by Service Desk'. Continue reading
The order in which the requests that are linked to a change are presented within that change has improved. In the past, the requests would be sorted by their ID. Now they are sorted first...
The Search API has been extended to make it possible to look up the service instances for which a person is covered by an active SLA. In addition, it is now also possible to look...
Auditors and administrators can review all the email that has been received by 4me's Mail API. They can do this in the 'Inbound Email' section of the Settings console. When they open one of those...
The ability to create a knowledge article from a problem has been extended. Now it is possible to create a new knowledge article from an existing problem, even when a workaround has not yet been...
It is now possible to use Automation Rules functionality of 4me to set or update the Planned effort field value in change and project tasks. Continue reading
In October 2015, The Open Group launched a new standard, the IT4IT Reference Architecture. This standard is the first holistic blueprint of a modern IT operating model providing guidance on how to manage the new digital...
An extra state option has been added to the REST API for notes. It was already possible to use this API to retrieve only the internal notes of a request. Now the state option public...
All 4me users are now able to see their personal history of security events. End users can see these events in Self Service when they go 'My Profile'. In 4me's full UI, specialists can find...
The ‘Attachments’ and ‘Notes’ sections of a change are no longer available to specialists, unless they have the Specialist or Auditor role of the account in which the change is registered. Continue reading
The Self Service interface for end users is now also available in Turkish. This makes things a little easier for organizations in Turkey when they give their employees access to 4me so that they can...
Last week the reports 'Open Changes by Category' and 'Completed Changes by Category' were added. This week the 'Open Changes by Justification' and 'Completed Changes by Justification' reports became available. Continue reading
People use their Notification Center, which was recently introduced, in different ways. For those who prefer to be able to remove individual notifications without having to open the record for which the notification was generated, the...
Another one of the world's most experienced service management experts has joined 4me. Wouter Wyns joined last summer and now it is my great pleasure to announce that Andy Richardson has started at 4me. In...
The Security section has been added to the Settings console. This section can be used to limit the length of time after which an inactive user's session is terminated. In the past, this timeout was...
The report 'Registered Requests with Dissatisfied Requester' has been added to the 'Reports' section of the Analytics console. This report can be used to ensure that the number of users who are dissatisfied with the...
4me automatically generates notifications. These notifications may inform a requester that his request has been completed, tell a specialist that someone added a note to a task that is assigned to her, etc. These notifications...
After setting up a new time allocation, it still needs to be made available to the employees of the right organizations. Only then will these people be able to select it when they are registering...
The 4me Self Service interface already provided an inbox for specialists, but not yet for end users. When an approval task for a change was assigned to an end user, it had to be picked...
A minor, but very useful, improvement has been made in all horizontal bar charts. The labels on the vertical axis are now hyperlinked. Continue reading
Two more reports have been added for change managers. These are the reports 'Open Changes by Category' and 'Completed Changes by Category'. Continue reading
The Service instance field of requests has been improved. Service desk analysts and specialists will notice this after they have placed a request in Edit mode. The Service instance field now behaves in a similar...
The report 'SLA Resolutions Over Time' has been added. It shows the trend of the number of resolutions that were provided. This number is presented for each time interval as a bar. In addition to...
4me users are now able to activate 2-factor authentication to better protect their 4me access. To set up 2-factor authentication, users can go to 'My Profile'. In Self Service, users can then follow the link...
The owner of an organization's 4me account is now able to customize the account's password policy. This makes it possible to adjust the rules for 4me passwords so that they align with the requirements of...
As the go-live date for the GDPR is approaching fast, organizations are doing their best to meet the requirements. For the most part, this is a process of finding out what kind of personal information...
A few weeks ago the Notification Center became available in Self Service. This week, the Watchlist functionality has been added to 4me's Self Service interface. This means that end users are now also able to...
In the past, when the status 'Waiting for...' was selected in a request, the Member field used to be required. That is no longer the case. This makes it possible for specialists to set the...
When problem managers review an open problem, they can look at the number of requests that are linked to the problem to get an idea of how often people are affected by it. But when...
More work has been done to further tighten the integration between the Incident Management, Knowledge Management and Problem Management processes. Now, when a knowledge article is applied to a request and this article is linked...
The 'Legal & Compliance' section has been added to the Settings console. This section can only be accessed by the owner of a 4me account. The primary purpose of this section is to provide customers...
The UI extension functionality makes it possible to add more fields to forms. This functionality has been extended to the Problem form. Continue reading
To make it easier for customers to comply with the GDPR, it is now possible to anonymize person records. This is important because from May 25 onwards, individuals can demand that their personal data is...
The Just-in-Time (JIT) End User Access Provisioning functionality of 4me has been improved a little. It now accepts the attributes first_name and last_name from the identity provider when someone is accessing 4me. These 2 attributes...
The Product ID field has been added to the Product form. It can be used to enter the unique identifier that has been given to a product by its manufacturer. Continue reading
The Notification Center, which became available for support specialists in 4me's full UI last week, has been made available in Self Service. This means that end users are now able to benefit from the Notification...
On May 25, 2018, the European Union’s General Data Protection Regulation (GDPR) goes into effect. Because many of 4me's customers are based in the European Economic Area (EEA) or support users there, this is going...
The Support ID field is available in each person record. This field is used by support organizations to enter a number or code that service desk analysts can ask for when someone contacts the service...
The Notification Center is where specialists can now find the notifications that 4me has always been sending them by email. To access the Notification Center, click on the Notifications icon in the toolbar. Continue reading
Last week, the ability to create a problem from a knowledge article was introduced. Now specialists can also go the other way, using a new feature that makes it easy to prepare a knowledge article...
It is now possible to reactivate an expired SLA, first line support agreement or contract. This makes it possible to temporarily expire an agreement, or to activate a contract again after its status was accidentally...
The Service Manager Dag (March 22nd, 2018) in Den Bosch is one of the leading Service Management events in the Netherlands. The networking and education day is organized by KNVI and was attended by more...
Several filters have been added to the SLA reports that can be found in the 'Reports' section of the Settings console. The additional filters are: Continue reading
This years annual SDI Conference and Awards event will take place from the 12th to the 14th of March at the Hilton Birmingham Metropole, Birmingham. It is a fantastic opportunity to network with many of...
A few months ago, we announced 4me's Google Analytics integration. Today we are pleased to let you know that Google has prepared a standard integration that allows users to sign in to 4me with their...
The Knowledge-Centered Service (KCS) methodology has provided the breakthrough that companies needed to make Knowledge Management practical and useful. 4me offers a comprehensive set of features to support their KCS implementation. When they start adding...
An approval task of a change, as well as any project task, can be assigned to multiple people. For each approver or assignee, a small record is linked to the task. Such records contain information...
The Expiry Date column has been added to the views of SLAs, first line support agreements and contracts. This column is primarily intended to provide an easy way to look up the agreements and contracts...
A new feature has been added to the automation rules. This feature makes it possible to perform a lookup in 4me to check whether a specific record exists. For example, a lookup can be performed...
Palo Alto, California, February 21, 2018 - 4me, a startup dedicated to improving the success of selective outsourcing, has secured $1.65 million in seed funding from Storm Ventures. Continue reading
A helpful usability feature has been added to the 4me Learning Center. The online 4me training exercises have all gotten a progress indicator. This should give trainees an idea of the progress they have made....
Each time an email notification is generated by 4me to let someone know that a record was created or updated, an entry gets added to this record's audit trail. This makes it easy to verify...
After an end user has selected a service in Self Service, a list of the available request templates (or standard requests) for that service is suggested. The same screen now also offers the public knowledge...
A new type of update action has been added to the Automation Rules functionality. It is the 'Add' action. Rather than being able to set a field to a new value, this new action makes it...
It is now possible search on behalf of someone else using the Search API. You can use the on_behalf_of parameter to specify the person you are searching for. Continue reading
Sometimes a new knowledge article needs to be prepared that is very similar to an existing one. If the existing article has already been translated and keywords have been added, being able to duplicate this...
After opening a configuration item (CI) in Edit mode, a configuration manager is able to relate people to it as users. That has always been possible. Now it is possible to do this the other...
The Grouping feature was originally intended to offer some extra support when handling major incidents. That is why it was only possible to group requests for incident resolution. That meant that in order to group...
In the Service Desk console, the service desk analysts were already able to open a knowledge article from the list of search results in a separate browser tab. This is done by performing a Ctrl...
The access rights of the Key Contact role have been extended. In the past, key contacts were able to use Self Service to look up all requests submitted by people from their organization. Now they...
The Specialist role is no longer able to edit all knowledge articles. Only the articles with the status 'New' can be still be updated by specialists. If a specialist needs to be able to modify...
To make it easier for organizations to meet all GDPR requirements, more actions are now getting logged in the Authentication Log. Continue reading
Apparently, users have often felt uncomfortable about declining requests because they were uncertain about where a declined request would get routed. That is why 4me now displays a message when a request is being declined....
Many customers have asked for the possibility to add keywords to knowledge articles to help their users find articles using search phrases that are not included in the service name, subject, description or instructions of...
Automation rules can now be added directly to task templates. In the past, it was only possible to add automation rules to task templates that belong to a specific change or project template. Continue reading
The visibility options for request templates have been renamed. They used to be called 'Self Service' and 'Service Hierarchy Browser'. But because specialists can now find all the request templates in Self Service that they...
Currently, when customers connect to the 4me service, the HTTPS requests made accept the SSL protocols TLS v1.0, v1.1 and v1.2. To further improve the security of the 4me service, TLS v1.2 will soon be...
API tokens needs to be treated with great care because they allow people to access the 4me service through the 4me APIs. If someone believes that his/her API token has accidentally been shared with others, it is possible to...
When sensitive information was accidentally included in a note or one of the note’s attachments, it is possible for an administrator to delete this note, provided it was added less than 14 days ago (see...
When an email is sent to 4me, the Mail API ensures that the information in the body of the email gets added as a new note. From now on, the notes generated by the Mail...
When an inbound email contains more than 20 attachments, only the first 20 files are attached to the new note that the Mail API generates. What's new is that in such cases the following message...
A start has been made with a new overview that shows the workload of all members of a team. The new view can be found in the 'Resource Planning' section of the Analytics console. There,...
The Time format field has been added to the 'Account Settings' section of the Settings console. This field can be used to select the time format that needs to be selected by default when a...
A new report has become available in the 'Reports' section of 4me's Analytics console. This report allows people to check whether change tasks are being completed within target. Continue reading
Many of the views in 4me offer some buttons in their header. These are the state buttons. By pressing a state button, you retrieve a different list of records. Continue reading
Within 4me, there are many places where it is possible to relate a record to other records. To make it easy to find the right records, 4me provides lists of suggestions. Continue reading
It is that time of year when we look back at the previous 12 months. Obviously, a major milestone has been the name change to 4me. But let's focus here on the availability of the...
Palo Alto, California, January 04, 2018 - ITRP has changed its name to 4me. The evolution of the service management industry beyond IT was the prime driver behind this name change. Continue reading
