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4me may sometimes encourage users to switch on 2-factor authentication (2FA) or update their 4me password. Users will see these nudges as menu options when they click on their avatar in the upper right of...
Year: 2019
There are a few 4me forms in which the user can duplicate some of the form’s fields multiple times. Specifically, this is possible in: a broadcast for adding a translation an email design for adding...
Two more filters have become available for filtering the SLA reports that are available in the ‘Reports’ section of the Analytics console. The first makes it possible to limit the affected SLA records that are...
4me has already been translated in quite a few languages such as Danish, French, German, Korean, Polish, Portuguese and Spanish. Now all specialists who speak Russian can switch their 4me interface to Russian. They can...
Six additional languages were already added to 4me's popular
When a filter is being defined for a report, the options are limited to the ones that match at least one record that could be included in the report. But when a dashboard is created,...
Today, we are proud to announce our new partnership with Quintica in South Africa. As part of the Quintica group that has operations in Africa and the Middle East, Quintica South Africa has a base...
The'Reports' section of the Analytics console provides quite a number of reports that are based on the Affected SLA records. These reports can be found easily by entering sla in the Search box above the...
Even though requests can only be related to a single service instance, an incident in one service instance may actually affect multiple service instances. That is why it may be more useful for organizations to...
When people applied filters to a view or report, they were not always able to select from all the records of their support organization. The suggestions that would be offered when looking up records to...
There were already two reports that provide an overview of requests by organization, where the organization is the organization that was linked to the person record at the time it was selected in the Requested...
We are excited to welcome 3 Headed Giant to the 4me Partner Network. Headquartered in Belgium, 3 Headed Giant specializes in Enterprise Service Management and offers tailor-made solutions that enable organizations to better control the services they...
It is now possible to filter the request templates view and reports by the communities that are allowed to use the templates. The visibility options for request templates are 'End users' and 'Specialists', so the...
As an extra security measure, people no longer automatically get an API token when their person record is created in the 4me. Going forward, an API token is generated for a person when he/she first...
An advanced SLA feature has become available for enterprises with multiple support domain accounts, for example for their IT, HR and Finance departments. This feature becomes available when one support domain registers an SLA for...
The service level agreement reports that are available in the 'Reports' section of the Analytics console could already be filtered by the SLA's customer organization. That filter is simply called Customer. The customer of an...
A couple of improvements have been made to the logic that determines who can see request groups and what they are allowed to see in these request groups. 4me already allowed the requester and support...
All 4me demo environments have a special support domain account called 'Widget Data Protection'. This account is available at https://wdp.4me-demo.com/. It now includes several change templates to demonstrate how organizations can use 4me to manage...
The single sign-on (SSO) integration capabilities of the 4me service have been extended to also support the OpenID Connect (OIDC) protocol. 4me already supported the popular SAML specification to make it easy for organizations to...
Handling a major service outage can be stressful. End users may have submitted many requests during the outage and most of these will have been grouped together. But after the outage was resolved and the...
When people are planning to be unavailable to work on assignments, they are now able to specify this in 4me. They can do this by opening their profile in 4me Self Service, in the 4me...
When a view is opened in the Records console and a record is selected in this view, it is now possible to open the Change Calendar. This can be done by pressing the Actions button...
It was already possible to filter requests, change tasks and project tasks by target indication. Now problem views and reports can also be filtered by target indication. To bring the list of target indication options...
The Keywords field was already available for knowledge articles and request templates. The Keywords field has now also been added for services. This allows support organizations to do some search engine optimization (SEO) to help...
Configuration items (CIs) cannot only be related to a service; they can also be linked to a specific service instance of the service that they are related to. Software CIs can even be linked to...
Now that skill pools can be defined, it has also become possible to provide the members of a skill pool SLA coverage. To explain why this is useful, let's take an example where a company...
Not too long ago it became possible to assign project tasks to teams. Now another project management feature has become available. This one allows project managers to assign tasks to skill pools. A skill pool...
It is now possible to create an automation rule that automatically looks up the service instances of a service. This makes it possible, for example, to automatically add all the service instances of the service...
The Auditor role has the permission to see all records in an organization's 4me account, but it cannot add or modify records. This role can now also export all the records that it is allowed...
More and more provider organizations are integrating their 4me account with their billing system. They may, for example, create an item in their invoicing tool for each project task. That allows them to sync the...
When a view's sort order is adjusted, the new sort order becomes visible in the address bar of the browser. The advantage of this is that when the user bookmarks this URL, the sort order...
An additional filter has been made available for request views and reports. The filter is called 'Organization region'. It allows support organizations to limit a report to the requests that were submitted for people who...
Three new reports have been added to the 'Reports' section of the Analytics console. These reports make it easy to look up the number of requests that are linked to a service instance of an...
4me’s Grouping feature allows specialists to combine multiple requests into a group. Once a request group has been created, specialists can work on this group. Any update of the request group is automatically copied to...
The ability to filter people by manager became available last week. This week another filter has become available for the people views. The vast majority of enterprise organizations that use 4me set up one directory...
4me administrators and designers are now able to open the 'Automation Rules' section of the Settings console and only export some of their organization's automation rules. This can be especially useful after a few new...
A system note now gets added whenever someone marks an assignment as urgent. The system note is inserted in the right sequential order in the Notes section of the request, problem, change task or project...
The 'History' section of the Configuration Item form now provides a bit more information. When this section is expanded, it now displays the status of every request, problem or task that is linked to the...
Most support organizations have a major incident management process that requires them to perform additional activities for incidents that they consider 'major'. This was one of the many topics discussed during this year's CAB meeting. ...
A little while ago it became possible to use the values in the custom fields of UI extensions to filter views and reports. Because some custom fields may have been given the same name as...
The Service Hierarchy Browser (SHB) is the vertical bar that opens on the right side of the screen when a request is placed in Edit mode. It is one of those unique features that 4me...
A new requests view has become available in the Records console. This view makes it easy for support organizations to look up all requests that were passed to external providers. The name of the view...
The people views in the Records console can now be filtered by manager. The 'Manager' filter was added to make it easy to find all people who have the same manager. By filtering the list...
The Created At and Updated At columns have been added to the export files for person records. These columns are available in both the Comma-separated values (.csv) and Microsoft Excel (.xlsx) formats of these export...
Two special reports have been added to the 'Reports' section of the Analytics console. These reports are intended to provide organizations the ability to quickly find the changes that are likely to go, or have...
A useful feature has become available for all reports in the 'Reports' section of the Analytics console. This new feature allows people to look up all records that are included in a report. To access...
One of the results from the customer advisory board (CAB) meeting last month was that more knowledge management reports are needed. The report that most people asked for has now been delivered. It can be...
The knowledge article views in the Records console can now be filtered by several extra filters. These include the four visibility options that were recently added (i.e. Internal specialists, Covered specialists, Key contacts and End...
The views that list a support organization's knowledge articles now have two additional columns to show when an article was originally created and when it was last updated. These columns have the headers: Created Updated...
It has become possible to link a request template to a change template, even when the change template is not linked to a service. This allows the same change template to be used for multiple...
The Mass Update functionality was introduced several months ago for configuration items. Now it has been extended to request templates. This makes it possible for service desk managers to not only create many similar request...
Many people have been looking forward to see how 4me's development team would incorporate native chatbot functionality in the 4me service. Today, everyone can see how the 4me's service-oriented data structure and tightly integrated KCS-based...
We would like to introduce you to another member who has joined the 4me team. His name is Patterson Howard and he brings with him a wealth of enterprise software sales experience. Patt is based in Munich...
It was already possible for 4me account administrators and designers to include custom fields in a UI extension that allow users to select an organization, site or person record. Because these fields behave just like...
Fans of the Auto Translation feature will be happy to hear that it now supports an additional six languages. That is on top of the 20 languages it already supported. Continue reading
Change managers may be happy to hear that the options that are available in the Type field of changes and change templates are now fully customizable. Historically, the options that the Type field provided were: Application...
Account administrators and account designers now have an extra view in the 'Dashboards' section of the settings console. This new view is called ‘Dashboards Created By Me’. This additional view makes it easier for them...
When a request template is placed in Edit mode, it used to be possible to link it to a change template which Justification field is empty. This would lead to a situation where the request...
An extra email template has become available. Account administrators and designers can find it in the 'Email Templates' section of the Settings console. It is disabled by default. When this template is enabled, 4me sends out an...
This could be the best usability feature that no one will ever notice. When someone selects a record in a view, this record opens in View mode to the right of the view. A person...
4me automatically takes a snapshot of a project each time a new phase starts. These baselines tell project managers whether or not their projects are still on track. A new option has become available that...
The ‘Current SLA Targets’ section of the Analytics console is the best place for a service provider organization to check whether any of their requests are in danger of violating an SLA target. To offer more...
Earlier this year, ISG already announced that they reviewed the capabilities of the 4me service for the support of IT Service Management (ITSM) processes and the Service Integration and Management (SIAM) approach. Their research concluded that...
Many reports in the 'Reports' section of the Analytics console are based on data from affected SLA records. From these reports people can drill down into views that list the affected SLA records that were used...
Whenever 4me sends out an email notification to someone about a record such as a request or task, an entry is added to the audit trail of this record. This feature was implemented some time ago...
This year's 4me Customer Advisory Board meeting was held at Château St. Gerlach in the southern tip of the Netherlands, between Belgium and Germany. A diverse group of representatives from 10 large customer organizations and their...
In addition to the earned value charts that have been added to the baseline, there are two more charts available now to help project managers track the progress of their projects. These other charts are the...
4me's support for the Earned Value Management (EVM) methodology has been extended. It now offers two graphical representations that visualize whether a project is progressing as planned. These graphical representations are the Earned Value chart and Earned...
4me already offered managers some reports to keep an eye on the expiration dates of first line support agreements (FLSAs), SLAs and contracts. These reports can be found in the Analytics console under these names: Upcoming...
The ability to delete (or redact) notes used to be reserved for the 4me administrators of the account in which the Person record of the person who added the note is registered. If someone whose Person...
The REST API for calendars has been extended. It can now also be used to add, update or delete the hours of a weekday in an existing calendar record. The details of these new API capabilities...
The Automation Rules functionality now offers two more functions for the manipulation of text strings. These the two functions were specifically added to complement the upcase and downcase functions that were already available. The upcase function replaces...
The Gantt charts of changes and projects that are managed in 4me offer a helpful graphical overview of the tasks, the order in which they should be completed, as well as their timing. To provide an...
Because several customers asked for it, 4me now provides administrators the ability to import time entries. This can be useful, for example, for external people who provide their timesheets at the end of each week or...
The UI Extension functionality makes it possible to add custom fields to 4me records. It was already possible to allow people to search through the content of custom fields. Now it is also possible to apply custom...
Another set of time spent reports has become available in 4me’s Analytics console. These reports have been added to make it easier for service provider organizations to identify requests that their specialists have spent a significant...
4me records are often related to multiple other records. The unique strength of 4me is that it allows support organizations to link their 4me accounts so that they can work together. When one organization’s 4me record contains...
Two new filters have become available for the problem management reports. The two new filters that have been added are: Team Member These filters make it easy for problem managers, team coordinators, service owners and...
When a request group is set to the status 'Waiting for Customer', the requesters of the requests that are included in this group are notified. Their individual requests show up in 4me Self Service and the...
We are delighted to announce our partnership with OpenVision in Thailand. This partnership not only adds another very experienced Service Management provider to the 4me ecosystem, but also marks 4me’s entry into Southeast Asia. OpenVision recognizes...
Henceforth, the Auto Translation option is switched on by default. This means that when a new Person record is created, the Auto translation box is checked. This is the case regardless of whether this person record is...
It was already possible to filter request views and reports by configuration item (CI). Now it is also possible to filter these views and reports by the product of the CIs that are linked to...
A new standard integration has become available for 4me customers, thanks to the ConnectNow development team. ConnectNow is a chat application that allows service desk analysts and service-specific support teams to work on multiple concurrent chat...
Specifying a time is relatively frustrating in most user interfaces. That is why a lot of attention has been given to making this easy in 4me. In the Time spent field, for example, it is easy...
Normally, a knowledge article offers helpful instructions for all people who rely on the service for which the article was written, regardless of the instance that people use of this service. That is because each...
A useful view has been added to the Records console for requests. This new view is called ‘Requests Created By Me’. When a service desk analyst opens this view, it presents a list of the...
We are excited to announce that 4me has received the “SERVIEW CERTIFIEDTOOL” award. SERVIEW, an independent consulting firm headquartered near Frankfurt in Germany, helps organizations define their technology needs and provides staff training in industry standards. Continue...
4me’s Service Navigator could already be opened from requests, problems, changes, releases, projects and SLA reports. Now it is also possible to open the Service Navigator from change tasks and project tasks. To do this, simply...
Customers have asked for the ability to filter requests by the person who created them. The creator of a request can be an enterprise employee who submitted a request using the 4me App or 4me...
Two new sections have become available in the Analytics console. They are called ‘Provider Reports’ and ‘Customer Reports’. Each section is a dashboard that provides real-time information about service quality. The first provides information about...
A minor usability enhancement has been released for the Auto Translation feature. Now, when someone hovers the mouse cursor over the Translation icon, the tooltip explains which language the note was translated from. Or, if...
Many quick range options were already available in 4me to make it easy to select one of the most commonly used date ranges for a view or report. But apparently there are a few more...
The new Baseline functionality for projects makes it possible for project managers to identify deviations from the plan as soon as they occur. As project members work on their tasks and enter the time they...
Gradually more and more advanced functionality is being added to 4me for resource planning. It has recently become possible to plan changes and projects more precisely because managers are now able to specify the planned...
UI extensions are now able to make the following standard CI fields mandatory when the CI’s status is set to a specific option (e.g. ‘In Production’ or ‘Standby for Continuity’): System ID Service Site Location...
When an account designer uses the Snippet feature to add a field to a UI extension, 4me now ensures that the field ID it suggests is not already included in the HTML. Even if the...
A new usability feature has been added that prevents users from accidentally closing a browser tab if that tab contains any unsaved changes in 4me. So if someone was busy submitting a new request and...
4me Inc., the SaaS provider of the 4me enterprise service management solution that is dedicated to improving selective outsourcing, is delighted to announce that its Auto Translation feature has been released. This feature is intended to...
Support experts who have the Specialist role of multiple 4me accounts may find themselves working on requests that can be seen by other specialists of these accounts. For example, a request may have been passed...
Another trigger has been added to 4me's Automation Rules functionality. This new trigger is called: 'On internal note added'. The trigger 'On note added' was already available. That one triggers the execution of an automation rule...
The inbox views in 4me and the request header now display the desired completion whenever a desired completion date and time have been specified in a request and the status is ‘Waiting for Customer’. Unlike...
At the bottom of the ‘My Inbox’ section, the 4me App and 4me Self Service used to list the change tasks and the project tasks that were assigned to the user and are already finished....
Project tasks can now be assigned to teams. This is something that many customers have asked for, because it makes it easier for project managers to plan their projects. Project managers can now simply assign...
The status options that can be selected for a knowledge article have been improved to better align with the Knowledge-Centered Service (KCS) methodology.Continue reading
As previously announced, classic Self Service has now been retired. In all production, QA and demo accounts, the option 'Use classic Self Service' has been unchecked and this checkbox has been removed from the 'Self...
When a specialist updates the status of a request to ‘Completed’, 4me’s validation rules determine whether the specialist should link a configuration item to the request. These rules were already quite advanced, but have now...
Every person was already able to specify his or her language in 4me. This ensures that 4me’s user interfaces are presented in the user’s preferred language. Now 4me can automatically translate any note that is...
When the Service Desk Analyst role was given the ability to update a request’s requester (see Update the Requester of a Request), the Specialist role also got an extra capability. Specialists were already able to...
It is now possible to display a placeholder text in a rich text field of a UI extension. A placeholder text is typically used to make it easier for users to understand what to fill...
After a request has been saved for the first time, it was no longer possible to select a different person in the Requested by or the Requested for fields. That was intentional, because the person...
Project managers can specify the planned effort for each assignee of a project task. The actual effort increases every time an assignee enters a value in the Time spent field of the project task. 4me...
The payload of a 4me webhook now contains an extra bit of data to help developers build more efficient integrations. This extra piece of information is the ID of the note that was created during...
Another useful filter has become available to help support organizations analyze their data more effectively. All change reports and views in 4me can now be filtered by change template. This filter can be especially valuable...
The text, person and created_at fields were already available when an automation rule expression was defined for notes. The fields internal_account and medium are now also accessible. The internal_account field returns the name of the...
The views and reports for change tasks and project tasks that are already finished can now be filtered by status. That was necessary because the status of a finished task can be set to five...
The option 'Service Navigator' is now also available in the Actions menu for people who are working in the 'SLA Reports' section of 4me's Analytics console. When this option is selected from the Actions menu,...
The capabilities of the automation rules have been extended further. The automation rules are now capable of retrieving the service instance that a configuration item (CI) is a part of. Because software CIs can be...
When an outage occurred in the beginning of a month, the actual availability value that would be presented in the SLA reports that can be found in the 'SLA Reports' section of the Analytics console...
When a specialist opens a request in Edit mode, the Service Hierarchy Browser (SHB) automatically opens to the right of the request. The SHB now has an additional section for knowledge articles. The knowledge articles...
Implementing a platform as a service (PaaS) gives us control. If something needs to change, we can do it. That is how many enterprise organizations justify the selection of an Enterprise Service Management application that...
When the category of a request is set to 'Incident - Request for Incident Resolution', the following four impact levels are available: Low - Service Degraded for One User Medium - Service Down for One...
The REST API for person records now offers an additional predefined filter. The following predefined filters were already available: /people/disabled — List all disabled people /people/enabled — List all enabled people /people/internal — List all...
When the knowledge articles are accessed in the Records console of 4me, there are a few views available. One of these used to be called: 'My Knowledge Articles'. The name of this view seemed to...
When requests are grouped together they are linked to a request group. This makes it easy for specialists, because they only need to update the request group. Any updates in the request group are automatically...
4me UI extensions now provide the ability to determine the number of files that are attached to a record before this record is saved. This can be accomplished with the following JavaScript in a UI extension: ITRP.field('attachment').size() The...
When 4me presents a list of options for someone to choose from, it now handles special characters a little more elegantly. 4me recognizes, for example that an ö is similar to an o and that...
Two more reports have become available in the 'Reports' section of the Analytics console. They have been added to help provider organizations start the analysis of the requests that were submitted for their services. These...
When the status of a request of the category ‘Incident’ is set to ‘Completed’ and the affected service instance is linked to one or more CIs, then the Configuration items field becomes required. However, the...
The System for Cross-domain Identity Management (SCIM) is a standard for automating the exchange of user identity information between identity domains, or IT systems. The specification for this standard provides two fields related to each...
When someone submitted a request and a specialist needs some more information from the requester, the request is set to the status 'Waiting for Customer'. But when the requester does not reply (perhaps after reminding...
There are a few fields in which an option can be selected and where each option has a name that is followed by a short description. This short description is helpful when one of the...
When a request is passed from the 4me account of a customer organization to the 4me account of one of its providers and this provider sets the status to ‘Waiting for Customer’ or ‘Completed’, then...
The time spent reports have been restructured. Rather than having one set of reports for time spent on requests and a separate set of reports for time spent on tasks, the list of time spent...
It has become possible to select one or more business units as a filter for request views and reports. After a business unit has been selected as a filter, the data in the view or...
The value of the following two customer satisfaction reports has improved dramatically because it is now possible to filter them: Customer Satisfaction Service Desk Customer Satisfaction A total of 28 filters have been added to...
The ability to filter has now also become available in the 'Translations' section of the Settings console. This is can be very useful for those who maintain the translations for a specific language. After the...
The capabilities of the Automation Rules functionality have been extended again. This time the ability to use regular expressions has been added. In combination with the recent enhancement that ensures that the subject of an...
When the status of a request is set to, for example, ‘Accepted’ or ‘Completed’, 4me automatically sets the Member field to the current user. A different person cannot be selected in the Member field without...
A small adjustment has been made to the Import functionality for person records. This adjustment perfects the way 4me ensures that a new record does not get generated during an import for a person record...
The views that contain affected SLA records and the SLA reports have a few more filters now. The filters that were added are: Customer Customer account Provider account The 'Service Provider' filter was already available....
A new feature has been added to make it easy for problem managers to keep people, who were affected by a problem, up to date. Now, when a problem is placed in Edit mode, the...
It is now possible for organizations to see how many requests have been submitted using the 4me App. The Source field of such requests used to be set to '4me Self Service'. Going forward, the...
A few more reports have been added for the support of the Project Management process. The new reports are: Open Projects by Customer Open Projects by Manager Open Projects by Program Completed Projects by Customer...
A new feature has been added to make it easy to take a snapshot of a dashboard by printing it to PDF. Such a PDF file can then be shared easily with others without even...
Two more reports have been added to the 'Reports' section of the Analytics console for the change and project management processes. These new reports are: Registered and Finished Tasks Registered and Finished Project Tasks These...
4me has the pleasure to announce that iService Solutions has joined the 4me Partner Network. Based in Swindon, United Kingdom, iService has been helping organizations to improve service delivery for over 18 years. Led by David...
The following list of product reports was recently made available in the 'Reports' section of the Settings console: All Products Enabled Products Enabled Products by Brand Enabled Products by Category Enabled Products by Financial Owner...
Two weeks ago, a few more 'Cost of Time Spent on...' reports became available. Now it has become possible to drill down into the time entries that are included in these reports. What is also...
The Planned duration and Planned effort fields used to provide the ability to enter a number of hours. But since resource planning is becoming more important in many organizations, more precise planning is needed. To...
When the Mail API receives an email, the body of the email becomes a note. Any note that the Mail API generates already started with the To and Cc email addresses of the inbound email....
When an existing request is opened in the Service Desk console, there are now several more options available. These options have been added to allow people to not only register new requests, but to also...
4me Connect 2019 has come to an end. We welcomed delegates from over 20 countries aboard the ss Rotterdam. A record number of people attended the training sessions during the first day of the event....
Some more reports have been added to make it possible to track the time, and the associated cost, that has been spent on changes. These new reports are similar to the ones that were added...
The Source and Source ID fields have been added for UI extensions. These fields are hidden, but they do show up in the audit trails and in the export files. They have now also been...
A few more filters have become available for filtering views and reports. For requests, problems, change tasks and project tasks, the Urgent filter can now be used to quickly limit the data in views and...
Three new functions have been added to the Automation Rules functionality. The main purpose of these new functions is to allow numbers to be rounded to a specific number of decimal places. For example, if...
Two new time tracking reports have become available. These reports make use of the time entry records that are linked to a time allocation record. These are specifically not the time entries that got generated...
A new set of reports has been added for configuration managers. This set is focused on the products that are in use within their organization. The eight new reports that have been added are: All...
A usability enhancement has been implemented for the Desired completion field. It is now hidden by default. When it is not visible, a link is provided instead. The goal is to make sure that service...
The Time spent field has been moved to a position just above the Save button. The advantage of this new position is that people can review the information they have added to a request, problem...
It has become a lot easier now to see who changed what when in the designs that are maintained in the Settings console. When an account administrator or account designer opens the Self Service Design...
A whole new set of aging reports has become available. These reports are similar to the ones that were already available, which are: Open Requests Aging since Registered Open Requests Aging since Last Updated Active...
Many organizations have large screens mounted on their walls so that they can display dashboards on them that keep their staff up to date on their operational performance. To ensure that 4me dashboards can be...
A set of reports has been added to help organizations stay in control of their contracts and agreements. The new reports are: Upcoming Contract Notice Dates Upcoming Contract Expiry Dates Upcoming FLSA Notice Dates Upcoming...
It is possible to specify a date range filter for many reports and views in 4me. The limitation was, however, that the selected date range had to fall within the last 13 month. This restriction...
All organizations that have an SPF record defined for support.itrp.com in the domain name system (DNS) zone for their internet domain should now add an SPF entry for _spf.4me.com. The SPF entry for _spf.4me.com should...
4me's single sign-on (SSO) functionality has been extended further to provide even more flexibility. Enterprises could already integrate their 4me directory account with multiple identity providers (such as Azure AD, Okta and OneLogin). Now they...
Many organizations already require their employees to use two-factor authentication when they log on to the corporate network. The owner of such an organization’s 4me account may also have activated 4me’s security option that requires...
Problem managers periodically review the requests that 4me me has listed for them in the 'Requests for Problem Identification' view. To help problem managers go through this list more quickly, 4me now automatically opens the...
The owner of a 4me account is able to access the ‘Security ‘section of the Settings console. In this section, the account owner is now able to activate the new option 'Two-factor authentication is required'. This...
With the release of the first line support agreement reports, the pickup target was introduced. The pickup target allows service desk teams to measure whether they are picking up requests, which are assigned to their...
People who work for an organization that has activated single-sign-on (SSO) in their 4me account have always been able to bypass SSO and use 4me’s standard login page instead. That can be useful, for example,...
The 'is not' filter option has become available for views, reports and dashboards. It was already possible to, for example, filter a requests view by the organization of the requester. The 'is not' filter option...
4me and Stefanini, a global provider of technology services, have entered into a strategic worldwide partnership. This partnership makes it possible for Stefanini's customers to collaborate seamlessly with Stefanini on all services that Stefanini provides...
A recent performance enhancement has made it possible to open a configuration item (CI) and quickly search or browse through all its relations. Regardless of how many relations the CI has with other CIs, the...
A number of special filter options have become available. The filter option 'None' is one of these. It is a simple, yet very useful, option. The 'None' option becomes available when filtering on a field...
It is possible for account designers and account administrators to share dashboards with others. When someone else opened a shared dashboard, however, it was not possible for this person to modify the filters that were...
People who are colorblind had trouble distinguishing between the gray impact icon 'Low' and the red impact icon 'Medium'. They had the same issue when 4me showed them with the gray impact icon 'High' and...
It is no longer necessary for the value in the Employee ID field of a Person record to be unique. This extra flexibility is provided for large enterprises that have multiple legal entities in different...
When someone has the Specialist role of a 4me account, this person is able to edit requests in that account. This person can, for example, update the status of a request from 'Assigned' to 'Accepted',...
When an external server is down, all webhooks that tried, but failed, to reach this server are now remembered as 'offending' webhooks. This allows 4me to include the name and 4me account ID of the...
Mertic reports were recently introduced to support 4me's Dashboard functionality. Already another batch of these metric reports has become available in the ‘Reports’ section of the Analytics console. Continue reading
As a follow-up to the recent improvement of the Source labels that are displayed in the request reports, the default values that 4me specifies in the Source field of requests have now also been adjusted...
Demo instances can now also be integrated with identity providers like Microsoft Azure Active Directory, Okta, OneLogin or Google Cloud Identity for automated provisioning. After accessing a 4me demo instance and signing in to an...
There are three reports available in 4me and one in 4me Self Service (for key contacts) that break down the number of requests by source. In the past, when organizations started using 4me, they would...
All configuration item reports in the 'Reports' section of the Analytics console can now be filtered by product category. The same is true for the configuration item views.
Those of you who have already been exploring the new Dashboard functionality will have noticed a new type of report in the 'Reports' section of the Analytics console. This new type of report is called...
A small usability enhancement has been introduced for time tracking. This enhancement makes it possible for people to jump from one of the time entries on their time sheet to the request, problem or task...
To pass a request to the 4me account of another provider, a service instance of this provider needs to be applied to the request. This ensures that the request gets included in this provider's SLA...
People who have the specialist role of multiple 4me accounts used to be able to pass requests to any team of these accounts. This caused the team of the other account to receive the requests...
The 4me App could already be downloaded from Apple's App Store and Google Play. After downloading the app, it can be connected to an organization's 4me account. This version of the 4me App can only...
After a filter has been added to a dashboard, it is applied to all of the dashboard's reports that allow this filter to be selected. In some cases, though, one of the reports may need...
A new UI extension feature has been added. Administrators and account designers can find it in the ‘Snippets’ section when they are adding fields or editing the HTML of a UI extension. The new feature...
It is now possible to apply the 'Service' filter also to the views that list change tasks or project tasks. Even though these tasks are not directly linked to a service, the change or project...
DKIM (DomainKeys Identified Mail) is an email authentication method that is designed to detect forged sender addresses in emails. 4me now allows organizations to use their own DKIM keys. Combined with DMARC (Domain-based Message Authentication,...
A few weeks ago it became possible to edit filters after they had been applied to a report. This improved filter feature has now also become available for the views. When a filter is applied...
The ‘Email Policy’ section in the Settings console has two new options. The first is called ‘Allow inbound email to generate new requests’. When this option is checked, people are able to send email to...
Many record types in 4me have a ‘Notes’ section. For example, requests, problems, tasks, projects, etc. all have this section. The ‘Notes’ section of a single 4me record can contain many individual notes, each with...
Specialists are now able to create their own dashboards. When they go to the Analytics console and open the ‘Dashboards’ section, they can press the Add button in the toolbar (the one with the big...
Okta is a leading identity and access management provider. Okta was already pre-integrated with 4me to deliver single sign-on for 4me customers. This makes it possible for organizations that use Okta to offer their employees...
Normally, when someone replies to an email notification from 4me about a request, problem, release, change, change task, project or project task, the reply gets added as a note to the record for which the...
DKIM (DomainKeys Identified Mail) is an internet standard used to detect forged sender addresses in email messages. This email authentication method is often used by organization to protect their email users from phishing and spam....
Administrators can download the list of 4me users that are registered in their organization's 4me account when they go to the 'Billable Users' section of the Settings console. This export file can then be used...
Organizations are now able to provide their people single sign-on access to 4me using more than one identity provider, such as Microsoft Azure Active Directory, Okta, OneLogin or Google Cloud Identity. The Add button in...
The International Foundation for Digital Competences (IFDC) and 4me, Inc., provider of the 4me Enterprise Service Management service, today signed an agreement to further support and promote VeriSM™. VeriSM™ is a service management approach for the...
Two small but helpful improvements have been released to help administrators who are in charge of the webhooks that their organization has set up in 4me. The first improvement ensures that the value in the...
The VIP checkbox on the Person form has been replaced by an icon that can be pressed to mark someone as a VIP. This icon is available to the right of the Name field to...
When users go to the Analytics console and open the 'Reports' section, they will notice that a new column has been added to the list of reports. This column contains the report type icon. This...
Two new reports have been added to the 'Reports' section of 4me's Analytics console. These two reports are: Completed Requests by Account Open Requests by Account
When a view is opened that lists completed requests, it is now possible to filter this view on the satisfaction response provided by the requester. But the 'Satisfaction' filter is not the only new filter...
The Member filter has been added to the 'My Team's Inbox' view. This makes it possible for someone who is a member of one or more teams to open the 'My Team's Inbox' view and...
With 4me it has always been easy to establish a computer telephony integration (CTI). The CTI support that 4me provides makes it possible to open 4me's Service Desk console when a service desk analyst accepts...
We are extremely happy today to announce a new partnership with The Gomel Group as we continue to build up the 4me Partner Network in the United States. Continue reading
The 4me App is available now for download from Apple's App Store and Google Play. The most important benefit that this app provides over simply using the web browser on your smartphone to access 4me,...
Another new field has become available on the Person form. It is the Employee ID field. This field can be found in the 'Financial Details' section of the Person form. When the Employee ID field...
To provide an alternative to using the Primary email field values to uniquely identify people who need to be granted access to 4me after an organization's identity provider has sent a SAML request to 4me's...
A minor adjustment has been made in the validation rules for the Support team field of the Configuration Item form. Because of this adjustment, this field is no longer required when the status of the...
In the past, it could happen that a user would not be able to filter a report in 4me on two specific services if these services were alphabetically far apart. That was because the user...
4me is recognized as a "Rising Star" in the latest edition of the ISG Provider Lens™ report for 2019. The report looks at the ability of IT Service Management (ITSM) and Service Integration and Management...
In the past, it was possible to see which automation rules were added to a request or task by expanding its ‘Automation Rules’ section. But just like their Audit Trail, people will mostly use this...
The Automation Rules functionality has been extended with several new operators. These operators have been added to support date and time manipulation. The new operators are: is_monday is_tuesday is_wednesday is_thursday is_friday is_saturday is_sunday year month...
A few more triggers have become available for automation rules. These options make it possible to trigger an automation rule only when a specific update is made. The new options are: On next target update...
Many customers will be pleased to hear that it is now possible to define automation rules that are automatically applied to each request, change task or configuration item. It was already possible to define automation...
The Support URL field used to be included in the 'Custom Links' section of the Settings console. There it was mostly overlooked, despite the fact that it can be quite useful. This field makes it...
A small but helpful usability feature has been added for the people who maintain translations in the 'Translations' section of 4me's Settings console. Now, when they select a phrase to translate, they will see that...
Another useful report has been added to the 'Reports' section of the Analytics console. This new report tracks the number and percentage of requests that are submitted using 4me Self Service over time. It is...
The ability to export all the records that are listed in a view, or only the selected ones, was introduced a few months ago. This new export feature has been delivering the export files it...
An interesting usability feature has been added to the Team field of requests. When a Specialist clicks on this field, it will no longer simply list all the teams that are available for selection. From...
Most organizations now use an identity provider like Microsoft Azure Active Directory, Okta, OneLogin or Google Cloud Identity. These services have started to allow their users to upload an image of themselves. Since the introduction...
A subtle usability feature has been added to the 'My Inbox' view. When this view is placed in the new multi-line layout, the value of the Team field is now displayed for each item that...
When a request is completed, the requester is encouraged to provide feedback. Doing so would take the requester to a new browser window that would either thank this person for providing positive feedback, or would...
When an end user or support specialist opens a request in Self Service and this request has already been completed, this request will now be presented in View mode. That should make the information in...
Another service management expert has joined the 4me team! Today we are welcoming James Lerch who will be supporting both customers and partners with their 4me implementations. Continue reading
Many enterprise service management tools claim to be SIAM compliant, but most are not. This white paper explains which requirements must be met to be SIAM compliant and how this can be tested. Continue reading
The Self Service Design Training has been added to 4me's online training curriculum, which is available at https://learning.4me.com/training. This new module teaches 4me designers and administrators how they can make their organization's Self Service portal...
The 'Registration' filter was made available a few weeks ago for views. This filter makes it possible to limit the records that are listed in a view to those that were registered within a specific...
Since the introduction of the Account Designer role, there is no longer a practical reason to limit the access rights that the Account Administrator role provides. This role is now able to create and edit...
A whole new set of operators have become available that makes it possible to create Automation Rules that manipulate strings of characters. The new operators are: size, length — returns the number of characters in...
