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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...
Month: March 2018
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...