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4me's support for OAuth 2.0 has been extended to allow developers to build applications that need to interact with 4me, but which should not ask a 4me user for permission to use his or her...
Year: 2020
To make it easier for organizations to collect the evidence their auditors ask for, two filters have been added to the views in the ‘Audit Entries’ section of the Settings console. The two filters that...
An exciting new feature has been added to 4me's change management functionality. This was one of the features that this year's customer advisory board (CAB) members decided to assign a high priority to. The objective...
The new Actions menu option ‘Assign Coordinator’ is now available for specialists when they open one of the teams that they are a member of. The ‘Assign Coordinator’ option can be selected to assign a...
The rule that dictates when the Configuration items field of a request becomes required has been perfected just a little more. This time, the objective was to ensure that specialists of a customer organization never...
Most 4me customers have multiple people who are able to act as administrator for one or more of the organization’s 4me accounts. From time to time the administrators can therefore find themselves working on the...
The map function is new to the automation rules. It can be used to work on arrays, just like other array functions like select, reject, count, etc. Here is an example of how the map...
Amazon Chime, a communications service from Amazon Web Services (AWS), is now available in the 4me service to make it easier for support specialists working from home to collaborate with their colleagues. This makes it...
The filters that are available in views and reports for date fields now make it possible to look up records in which a date field is empty. This allows configuration managers, for example, to identify...
Many organizations are already making good use of the recently introduced custom collections functionality. This functionality makes it possible to give each custom collection element a unique picture. Seeing these pictures in the list of...
To help specialists when they are linking a configuration item (CI) to a request, problem, implementation task, service instance or to another CI, the status of the CIs is now also presented when a list...
The report ‘Knowledge Article Link Rate’ has been available for quite a while already. It used to track the number of completed requests that, at the time of completion, were linked to a knowledge article....
A new version of the 4me SDK Ruby Gem has been released. The new version of this 4me client is 2.0.0. It can be obtained from the 4me Developer website. The change log can be...
Knowledge articles are often created from completed requests. More specifically, these knowledge articles are created from the note that contains the request’s solution information, see Introducing Knowledge Management. In the past, when a knowledge article...
The 'Customer Reports' section of the Analytics console offers service provider organizations a powerful real-time overview of how well they are performing for each of their customers. The bottom section of each monthly customer report...
A small usability feature has been added to assist users when they are about to perform a mass update of the records they selected in a view. Before executing the mass update, users can now...
Many of the actions available in the 4me toolbar and in the Actions menu can now be used to update multiple records at the same time. This extension of 4me’s mass update functionality can significantly...
The Forward button in the 4me toolbar has always made it easy for people to pass a request, problem or task to a different member of their team. Now this button can also be used...
Support for OAuth 2.0 has only just been introduced and now a new feature has been added that makes it easy to rotate OAuth tokens. An OAuth token is generated whenever someone creates a personal...
The SLA reports that are available in the 'Reports' section of the Analytics console can now be filtered by business unit. When a business unit is used as a filter, the report includes only the...
The 4me service now offers support for the OAuth 2.0 Authorization Code flow. This flow makes it possible for developers to have their application ask a user for permission to access 4me on behalf of...
The change views in the Records console and the change reports in the Analytics console can now be filtered by 'requester organization'. The requester organization of a change is defined as the organization of the...
The menu option 'My Projects' is now available in 4me Self Service and the 4me App for all end users who have been added to at least one project task by a project manager. This...
Cooperation between 4me and Nexthink has resulted in a standard integration with end-user experience platform Nexthink. With this integration 4me is adding a greater understanding of employee sentiment and even faster problem-solving ability to 4me's...
Now that 4me Connect is available in QA for all customers, specialists will rely more on 4me's presence indicator to see when it is possible to contact a colleague. To ensure specialists can indicate when...
A major new capability called 4me Connect has been added to the 4me service. Specialists can use 4me Connect to call other people. To do so, they can use the new ‘call’ icon in the...
Another training module has been added to the 4me Learning Center. This new module is targeted at 4me administrators who want to help their organization set up time tracking for the departments that want to...
When people look at their timesheet in 4me, they can see all the time entries they registered. These may include some time entries for change and project tasks that they worked on. Such time entries...
An important financial management report has been added. It is called 'Cost of Time Spent by Service'. This report shows how much a service provider is paying per service for the time its people spend...
The find_all feature that was recently added to 4me's Automation Rules functionality has been improved further. There are now two flavors. The one that already existed is used to look up all records from a...
When 4me offers a knowledge article to a specialist, and this article has not yet been validated, the 'Not Validated' warning is now displayed. This happens in the search results when they contain knowledge articles...
4me would like to extend a very warm welcome to their newest partner Hikon. The service management expert team at Hikon have joined the 4me Partner Network in the United Kingdom to support both local...
There were already quite a few reports that visualize a breakdown of completed work in a pie chart. A typical example is the report 'Completed Requests by Category'. But customers have asked for similar reports...
4me is delighted to welcome Quint Technology into the 4me Partner Network. Headquartered in the Netherlands, Quint Technology is part of Quint Group. Quint Technology offers implementation and support services for enterprise automation that enables...
After a project task has been assigned to someone, this person can open the project task in 4me Self Service or in the 4me App, even if this person does not have the Specialist role. ...
It was already possible to filter project tasks by team, but most project tasks are assigned directly to individuals. Now that the 'Assignee' filter has been added for the project task views and reports, it...
Even though Microsoft is planning to support Internet Explorer 11 through October 14, 2025, they recommend users migrate off IE11 in favor of Edge as it is safer and faster. In Enterprise Mode, Microsoft Edge...
When someone opens a report that is based on time entry data, it is possible to drill down to a list of time entries. Such a time entries view makes it possible to inspect individual...
As announced last week, the minimum retention periods is now drastically reduced in QA. Using the 'Retention Policy,' section of the Settings console, it is possible for the account owner to specify when a completed...
The views that list the reservations have been simplified to make them just a little more intuitive for specialists. These views used to offer the following three state buttons in the upper right corner: Upcoming,...
End users are now able to look up the assets that their organization has made available to them. When they open 4me Self Service or the 4me App, they will see a new option in...
It recently became possible for directory administrators to go to the 'Billable Users' section of the Settings console in their directory account to download not just the billable users registered in the directory account, but...
Three more filters have become available in the Inbox console. The new filters are called: Organization Requester Requester VIP The organization is simply the organization that is linked to the requester’s person record. But it...
When a template is applied to a request, this template can cause several custom fields to be added to the request. This happens when a UI extension is linked to the request template. In the...
Directory administrators will be happy to hear that they are now able to see not just the activity and usage of the people registered in their directory account, but also of the people who are...
4me already made it possible to generate a short URL for a request template, knowledge article, configuration item, as well as many other types of information like phone numbers, maps, SMS messages, etc. These short...
When people go to the Analytics console, they will notice that the 'KPIs' section has disappeared. This section had become obsolete when all KPI graphs also became available in the 'Reports' section. These standard reports...
When finalizing the conversion of the graphs that were available in the 'KPIs' section of the Analytics console, customers noticed that there were four that were not yet available in the 'Reports' section. These reports...
It has been a while since skill pools were introduced. A skill pool is a group of people who share a specific capability. Project managers have been assigning tasks to skill pools when they are...
4me’s automation rules are now able to look up an address from a site. This makes it pretty easy to set up an automation rule that, for example, is triggered when a task is assigned...
A few releases ago, it became possible to use the UI extension functionality to add custom suggest fields in which multiple values can be selected. The automation rules now provide the ability to not only...
A long list of parameters was already available to add dynamic custom links to 4me's Actions menu. When designers and administrators go to the 'Custom Links' section of the Settings console, they will notice two...
A new knowledge management feature has been released. This new feature makes it possible to ensure that a knowledge article will no longer be available from a certain date. This can be useful, for example,...
4me is delighted to announce its partnership with Omnicom, headquartered in Slovakia. This partnership not only adds another very experienced service management provider to the 4me Partner Network, but also marks 4me’s first local presence...
A minor change has been made in 4me Self Service and the 4me App. The goal of this adjustment is to make the registration of a new request just a little more intuitive. Feedback from...
Two new reports have been added to help organizations generate an overview of amount of time, and the number of times, work is performed for each service. These new reports can be found in the...
All graphs that were available in the 'KPIs' section of the Analytics console are now available in the 'Reports' section. The advantages of having standard reports available for the KPIs are: standard reports offer more...
As part of the introduction of custom collections, the concept of a 'custom view' was introduced. The ability to define custom views has now been extended to make it possible for specialists to define their...
Organizations with operations at many geographically dispersed sites may find it useful to see whether there are considerable differences in support performance between sites. The following two reports have been added to the 'Reports' section...
Several new reports have been added to the 'Reports' section of the Analytics console to help organizations generate an overview of the records that are in danger of not meeting their target. The following two...
This month, Peter White has joined 4me as Business Development Director. He is a member of our team in the UK where he is working with Andrew Smith and Andy Richardson to help organizations reach...
A new knowledge management report has been added to the 'Reports' section of the Analytics console. This report can be used by support organizations to see how actively knowledge articles are being added and maintained...
A minor usability enhancement has become available in the code fields that are available, for example, in the 'UI Extensions', 'Self Service Design' and 'PDF Design' sections of the Settings console. This enhancement makes a...
To make multi-factor authentication (MFA) a little easier for users, 4me now supports the use of hardware security keys, such as the ones provided by Yubico, Thetis and FEITIAN. A hardware security key does not...
Custom suggest fields recently became available with the introduction of custom collections. Custom suggest fields can be added to UI extensions when it is necessary to ask users to select a value from a list...
4me, and its UK partner Revo 4me Services, is now providing Enterprise Service Management (ESM) in the cloud to leading health insurer VitalityHealth. The 4me service integrates with multiple IT suppliers and service providers within...
Engaged customers, motivated 4me partners, the knowledge of our passionate development team, helpful hosts and delicious snacks and drinks. Those were the welcome ingredients of the first online 4me Customer Advisory Board (CAB) meeting. Due...
Most 4me customers make use of the ability to add custom fields to 4me's user interface. To do this, they define UI extensions for specific types of requests, changes, configuration items, etc. Some of the...
Today is a big day for Service Integration and Management (SIAM). The results of the Global SIAM Survey 2020 have just been released. This year was the third time Scopism conducted this annual survey and...
It has long been possible for service providers to give their key contacts the ability to access some reports in 4me Self Service or the 4me App. These reports already allowed key contacts to click...
Three new date filters have been added for the configuration item (CI) views and reports. These filters make use of the following date fields and have the same name: License expiry date Start date (=...
The filter 'Service level agreement' has become available for the service instance and service offering views. This makes it possible to quickly look up the service offering or service instance of a specific SLA. The...
The Mail API parameters source and sourceID are now also used to determine whether a new request needs to be registered for an email that was sent to 4me, or a note needs to be...
Microsoft already offered 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 in to 4me using their...
When a request is placed in Edit mode, the Service Hierarchy Browser (also known as the SHB or sidebar) opens automatically to provide information that may help the specialist with the request. For example, the...
4me is delighted to announce its successful supplier application to the UK Government's G-Cloud 12 framework for software. From September 28th 2020, 4me is available to UK public sector organizations through the Digital Marketplace. G-Cloud...
4me's SCIM provisioning capabilities have been extended to make it possible for organizations to automatically include a link for starting a Microsoft Teams chat session in each 4me person record. Using SCIM, it is possible...
When a request is initially linked to a service instance, but is later linked to another service instance that is not hierarchically below the previous one, the affected SLA for the first service instance is...
The minimum planned effort for the completion of a task that is part of a change or project was one minute. But because more and more tasks are executed automatically, it is now possible to...
To allow organizations to track the success of their change and project management processes more easily, two reports have been added to the 'Reports' section of the Analytics console. These reports track the following KPIs:...
As enterprise organizations step up their compliance efforts, they require more, and more frequent, communication with the software vendors they rely on. Above all, enterprise SaaS vendors like 4me are required to demonstrate on a...
Support organizations are now able to add another interesting report to their SLA tracking dashboards. The new report that has been added to the 'Reports' section of the Analytics console is called 'Outage Duration by...
Two new SLA reports have been added to the 'Reports' section of the Analytics console. The first is the 'Current SLA Targets' report. It shows the number of affected SLAs of the support organization that...
Developers within the 4me community will be excited to hear that the 4me GraphQL API has been released. Like 4me's REST API, this new API can be used to retrieve and update 4me data. The...
The following four reports have been added to the 'Reports' section of the Analytics console to help organizations keep track of their SLA performance, as well as the SLA performance of the service providers they...
It has been possible for some time already to hand over the support responsibility for a configuration item (CI), which is registered in the 4me account of its financial owner, to a team of a...
The time entry export files are special because many organizations rely on the data in these files as input for their automated internal chargeback or billing process. To make it easier to include information about...
To allow organizations to track more KPIs on their dashboards, two more reports have been made available in the 'Reports' section of the Analytics console. These two new reports look for requests that have been...
A set of eleven line charts has been added to the 'Reports' section of the Analytics console. These standard reports can be found there under the following names: Registered Requests Completed Requests Registered Knowledge Articles...
Since it became possible to create custom dashboards in 4me, customers have been asking for the possibility to add the KPIs, which are available in the 'KPIs' section of the Analytics console, to their dashboards. ...
Organizations can extend the user interface of their 4me account by adding custom fields to some of their records. People who have the Account Designer or Account Administrator role can do this using 4me's UI...
UI extensions can be used to add custom fields to, for example, all problem or person records. But when the SCIM automation rules or 4me's REST API would be used to populate the custom fields,...
The ability to make reservations in 4me has triggered the need for some reports. To satisfy this need, the following reports have been added: Reservations by Configuration Item Reservations by Person Reservations by Reservation Offering...
A few months ago it became possible in 4me to easily distinguish between internal, external and trusted organizations. The next logical step would be to allow the organization views and reports to be filtered by...
It was already possible to filter request views and reports by 'Satisfaction' to look for requests with a dissatisfied requester. But it was not yet possible to reduce the number of requests further to those...
4me is participating in the first 3D online ITSM Horizon conference, taking place September 30th and October 1st in both English and German. Attendees will have the opportunity to learn about the newest developments and...
There are some date range filters for which it makes sense to specify a date range in the future. Think for example of the 'Completion target' filter for change views, or the 'Expiry date' filter...
Now that it has become possible to report over much longer date ranges, the need to track trends by quarter has cropped up. To make this possible, the interval option 'Quarter' has been added. This...
Two more filters have become available for the configuration item (CI) views and reports. The new filters are called 'User' and 'User organization'. The 'User' filter makes it possible to look up the CIs of...
It is common to place the same report multiple times on the same dashboard. Different filters can then be applied to each version of the report to ensure each conveys different information. For example, the...
Today we are welcoming another colleague to the team. Trevor Belter has joined 4me as Business Development Director MEA. Based in Cape Town, South Africa, Trevor will be responsible for supporting our partners in the...
We are delighted to announce our partnership with Sofigate, the Business Technology Company in Northern Europe. Sofigate’s experts are well known for designing, building and running business technology transformation services and solutions, without forgetting the...
In 4me it is possible for someone to have SLA coverage for more than one instance of the same service. For example, a manager of a multinational organization may be covered for several payroll environments. ...
By default, 4me does not allow end users to see who is working on their requests. This reduces the risk of specialists being interrupted by end users reaching out directly to them. In most support...
A small usability improvement now causes the status of related service instances to be displayed when a task template, change template, task or change is opened in View mode. This additional piece of information can...
It has been a while since the introduction of dynamic filters for views, reports and dashboards. Now, one more dynamic filter has become available. It is the 'Current account' filter, which can be used to...
The Add Reports button of a dashboard now becomes inactive when the maximum number of reports has been added to the dashboard. This small usability enhancement is intended to make it clear when no more...
When someone would open a calendar in View mode, 4me used to list all the teams and service offerings that use the calendar to define their work hours, support hours or service hours. Over time,...
Most organizations have activated single sign-on (SSO) in their 4me accounts. They rely on their identity provider (such as Azure AD, Okta or OneLogin) to ensure that people are authenticated before they can access 4me. ...
Henceforth, knowledge articles can also be translated in the 'Translations' section of the Settings console. This makes it possible for a translator to quickly go through all missing translations for a specific language, including the...
Many organizations provide support to their people in multiple languages. Such organizations maintain the information they make available in their self-service portal in multiple languages. The people who act as the translators of this information...
Organizations that are using release records to group some of their changes are now able to filter the views and reports for changes and tasks by release. This can be useful for release managers if...
In the past, the date range filters that could be applied to the reports available in the 'Reports' section of the Analytics console limited date ranges to 13 months. This allowed organizations to report on...
A few more date range filters have become available. These new filters have become available for the views and reports of the following record types: Requests Next target Problems Analysis target Releases, Changes, Tasks, Projects...
Some service owners may want to analyze their performance in great detail. One way to do this is by opening the report 'Percentage of SLA Resolution Targets Met and Violated by Service'. A service owner...
Yet another filter has become available for the SLA reports that can be found in the 'Reports' section of the Analytics console. This new filter makes it possible to filter an SLA report by a...
Once again we are able to welcome a new colleague. Today, Michael Wilken joined the 4me team. Michael is based in Munich, Germany. Like Wouter Wyns in Belgium, Andy Richardson in the U.K. and Fred...
The target definitions of a service level agreement (SLA) are specified in a service offering. This makes it possible for providers to define multiple service offerings for each of their services. A provider may, for...
Another unique collaboration feature has been added to 4me. This new feature makes it possible to include tasks in a change workflow that automatically register a request as soon as their predecessors have been completed. ...
After downloading the 4me App from the App Store or Google Play, users are asked to enter their organization’s 4me account. This is the subdomain part of the URL people use to access their organization’s...
Because of the limited space available on a smartphone screen, the status is not presented when people open their watchlist in the 4me App or 4me Self Service. This made it difficult for people to...
When 4me automatically adds a note to a request, this system note may cause a notification to be sent to the requester, the specialist to whom the request is assigned, and everyone who has added...
A major new capability has become available in 4me to make it possible for organizations to allow their people to reserve certain configuration items for a period of time. To explain how to make use...
4me administrators are now able to add an extra layer of security to the payloads their webhooks send out. They can do this by creating a webhook policy in the 'Webhook Policies' section of the...
To make sure that people do not accidentally select an inactive configuration item (CI) where it does not make sense to link an inactive CI, 4me no longer offers inactive CIs when someone is relating...
In 4me it is possible for account administrators to give each product category a small picture or avatar. This image then becomes the default picture for all products in which this category is selected. But...
When providers register their services in 4me, they also register at least one service offering for each service. Each service offering defines the targets, terms and conditions for the SLAs that will later be registered...
By default, the option that allows people to submit requests for others used to be switched on in the 'Self Service Settings' section of the Settings console. To avoid surprises for support organizations that are...
To help customers meet their compliance requirements, 4me is pleased to announce that its System and Organization Controls (SOC) report is now available. 4me's SOC 2 Type 1 report was issued by PricewaterhouseCoopers (PwC). This...
To ensure that a consistent naming convention is used, the report 'Applied Request Templates' has been renamed to 'Requests by Template'. Similarly, the report 'Applied Knowledge Articles' has been renamed to 'Requests by Knowledge Article'....
Two reports have been added to the 'Reports' section of the Analytics console. These report can be used to see how often specific types of changes or change tasks are created: Changes by Template Tasks...
Another set of problem management reports has been added to the 'Reports' section of the Analytics console. This set is made up of the following reports: Active Problems by Manager Active Problems by Team Halted...
The configuration items export files now have an extra column. This column is called 'Has CI Relations'. It indicates whether a configuration item (CI) is related to any other CIs. This column was added to...
A new REST API capability has become available that allows administrators to delete SCIM Users. Deleting a SCIM user may be necessary after the configuration of an identity provider was updated and the link between...
As the number of customers using 4me continues to grow, more experts are needed to support 4me's partner community. Today we are proud to announce that Fred Kouwenberg has decided to make the switch to...
4me is renowned for its SLA reporting. Before each release, automated scripts test over 100 scenarios to ensure that even edge cases cannot negatively affect the accuracy of the SLA reports. There is one edge...
In the 'Reports' section of the Analytics console there are a number of SLA reports that allow support organizations to look at the average time it takes to provide a response or resolution. These reports...
The 'Service' filter for task views and reports is now a little more intelligent. Rather than only looking for tasks that are part of a change that is linked to one of the selected services,...
Last week, the presence indicator became visible in more places within the 4me Specialist Interface. This makes it possible to see who is currently active in 4me. But when assistance is needed from a specific...
When several filters have been applied to a view, the definitions of these filters take up a lot of space at the top of the view. To make more space available for the items that...
The filters that have been applied to a dashboard are visible at the top of the dashboard when it is in Edit mode. In View mode, however, that is no longer the case. When a...
SLA reports can now be filtered by the current value in the Member field of the requests for which the affected SLAs were generated. The Member filter has also been added to the view in...
Now that the more secure personal access tokens have been introduced, organizations may want to stop people from using API tokens. Account owners can disable the use of API tokens by going to the Settings...
The green dot that is displayed for a person who is currently working in 4me has become visible in more places. This helps specialists see who of their colleagues are available. They will now notice...
Because most support organizations using 4me have over 30 sites registered in their 4me account, the Site field has been turned into a suggest field. Suggest fields allow the user to enter the first few...
The filters available in the change task views and reports are now also available in the change calendar. This makes it possible for change managers to focus on specific types of changes or tasks that...
A few more filters have been added to make it possible to reduce a list of change tasks to those that are part of a change that matches specific attributes. Specifically, the following filters have...
Nearly all enterprise organizations that use 4me now have a directory account with multiple support domain accounts. Some have just two support domains - one for IT and another for HR. But there are already...
As announced during the 4me Connect 2020 event, 4me now makes it possible for all people who have access to the 4me Specialist Interface (i.e. auditors, specialists, designers and administrators) to generate personal access tokens....
The reports that are based on the data of Affected SLA records now have two additional filters. These new filters allow the SLA reports to be filtered by the first line team or support team...
When people are preparing a new dashboard they use the Add Reports button to select the reports that they want to see on the dashboard Clicking on the Add Reports button causes a dialog to...
The following four filters have become available for the Account Designer and Account Administrator roles in the 'Automation Rules' section of the Settings console: Change template Task template Project template Project task template The first...
The new pricing structure that was unveiled during last week's 4me Connect 2020 event includes one plan that is completely free. This Freemium plan makes it possible for a support organization to set up a...
When a specialist is working on a record and someone else opens that same record, 4me's collision detection feature displays a warning. What’s new is that the specialist is now able to click on the...
The release that went to production this past weekend included an improvement for Affected SLA export files. The following eight columns have been added to these export files: Customer ID Customer Service Level Agreement ID...
In the past, customers have been able to chose from one of three different pricing plans when they decided to subscribe to the 4me service. These plans were called: Basic, Premium and Premium Plus. To...
Many specialists have already noticed that the list of available filters has become rather long for some views and reports. The request views and reports, for example, already offer well over 30 filters. To make...
The 4me Community is now officially available. This new website is a place for all 4me enthusiasts to ask questions, offer solutions, share ideas and find answers. People who are responsible for the design and...
The Search box that is available at the top of many dialog windows within the 4me Specialist Interface has been modernized a little. Apart from the new styling, which was introduced earlier for search select...
The ‘Knowledge manager’ filter has been added to the knowledge article views and reports. This new filter makes it possible to limit these views and reports to knowledge articles that are related to a service...
To help configuration managers maintain the information about their assets in the configuration management database (CMDB), the following reports have been added: Configuration Items by Site Configuration Items by Location Configuration Items by Service Instance...
The filter ‘Known error’ has become available in problem views and reports to include or exclude the problems in which the Known error box is checked. This makes it possible, for example, to quickly look...
Four new reports have become available for generating visual overviews of the contracts that are registered in 4me. Several contract reports already existed, but now the following reports have been added: Contracts by Category Contracts by...
In a recent research report Information Services Group (ISG), a leading analyst firm, names 4me as the rising star in Service Integration and Management (SIAM), also known as multi-provider management or multi-sourcing. The report focuses on...
The view in the ‘Inbound’ Email’ section of the Settings console is used by 4me account administrators to see which email messages were sent to the 4me account of their organization. In this view, they...
Today we would like to extend a warm welcome to Sapphiratech. The service management experts of Sapphiratech have joined the 4me Partner Network in the United Kingdom to support both local and multinational organizations with...
The Location field of person records and configuration item (CI) records has always been a simple text field. After selecting a facility in the Site field of a person or CI record, the Location field...
A minor usability improvement has been released that makes it possible for users to recognize the purpose of a field more quickly. Whenever another record can be looked up in a field, the search icon...
We are delighted to add the SIAM and ITSM specialists of Bright Octopus to our partner community. The team of Bright Octopus has over 20 years of experience in helping businesses change and manage all...
When a 4me account is created for an organization, the security settings for this account now limit the file types that its 4me users are allowed to upload as attachments or inline images. By default,...
4me partners and customers will soon notice that another expert has joined 4me. They will see Sebastian Ziemiński picking up some of the requests they have passed to 4me. Sebastian joins the team of Wouter...
The work hours of teams, as well as the service and support hours of service offerings, are maintained in the 'Calendars' section of the Settings console by 4me account administrators. There the administrators can add...
The time entry export files are especially important to some service providers because much of their revenue depends on them. That is why these export files are treated with extra care to make it as...
The ability to duplicate templates has been available for a few years already. It is widely used to speed up the creation of new templates. After the introduction of automation rules for changes and projects,...
The 4me Partner Network continues to expand. Today, it is with great pride that 4me announces its partnership with SEQUAL consultancy. Headquartered in the Netherlands, SEQUAL consultancy helps organizations perform better by organizing and implementing...
4me account owners are able to specify how quickly someone's 4me session should be terminated after that person stopped working in 4me. The idle session timeout can be set in the Security section of the...
The ‘All Organizations’ view lists internal, external and trusted organizations. This has created a need to easily distinguish between these different types of organizations. When a specialist opens an organization record of a supplier or...
Specialists who are using the 4me App on their smartphone may notice the real-time collision detection feature that was already available in the 4me Specialist Interface. That’s because this feature has been extended to the...
A new training module has become available in 4me’s Learning Center. It is the Administrator Training, which is targeted at people who have been asked to take on the Account Administrator and/or Directory Administrator role...
To help managed service providers (MSPs) establish more reliable integrations between 4me and their billing system, the Effort Class ID column has been added to the time entries export files. This new column contains the...
When the table layout is selected for the Inbox views, these views by default list the major incidents on top, followed by the assignments that are marked as urgent, below which the remaining inbox items...
A few weeks ago, it became possible to export the organization records of external customers and external providers. The export files that contain these trusted organizations now have an additional column called 'Organization Account'. This...
Some support organizations prefer to switch off the email templates that ensure that people receive a notification after a note has been added to a record that they are responsible for. When these 'Note Added'...
Today 4me formally welcomes IMAVES to the 4me Partner Network. For 18 years already, IMAVES has provided Croatia with ITIL experts. The IMAVES team has dedicated itself to delivering enterprise-class service management solutions to businesses...
The report 'Request Completion Duration' has been added to allow support organizations to see how long it typically takes them to resolve requests. This report simply looks at the time it takes for a request...
The following three reports have been added to help organizations keep track of the time they spend on each project, as well as the cost of this effort. Cost of Time Spent by Project Time...
The sorting option 'Updated' has become available in the ‘My Inbox’ view and the ‘My Team's Inbox’ view. This makes it possible to get the inbox items that have not been updated for a while...
It is with great pleasure that 4me announces its partnership with blu Systems GmbH. blu Systems is headquartered near Munich and focuses on providing innovative professional IT solutions to its customers. Tien Hao Vu leads the...
Project managers have always been able to add a set of new tasks to an existing project by going to the project’s Gantt chart and applying a project template. All the task templates which are...
Imagine a situation where a large enterprise has a shared service center that supports the IT departments that are located in the countries in which the enterprise operates. The shared service center may, for example,...
It has become very easy to look up all the task templates that are part of a specific change template or project template. The filter 'Change template' is now available in the task templates views...
The filter 'Completion reason' has been added to the reports that make use of the SLA resolution target data of affected SLAs. This makes it possible to limit these reports to the data from affected...
Another useful report has been released. It is called ‘Time Spent by Request Category Over Time‘ and can be found in the ‘Reports’ section of the Analytics console. This report can be useful for support...
Automation rules are now able to call webhooks, enabling these webhooks to deliver a custom payload to a target server. Why this is such a powerful new feature is best explained with an example. Let...
HR departments of large organizations will want to keep track of the wellbeing of their employees during the COVID-19 pandemic. This information will help them to ensure that they are doing everything they can to...
Another filter has become available for the request views and reports. The new filter is called 'Requested for VIP'. This filter makes it easy to limit the requests in a view or report to those...
Some provider organizations register their external customers and the key contact persons of those customers in the 4me account that their specialists use. When they do this, they run the risk of accidentally mentioning a...
Account administrators have the ability to remove notes. This makes to possible for them to act when someone accidentally included sensitive information in a note, or attached a file that contains information that should not...
A very minor usability feature has been added that allows specialists to quickly look up the creation date of a record which ID is listed in a view. By hovering the mouse cursor over the...
Three new reports have been added to support the problem management practice of support organizations. The new reports can be found in the ‘Reports’ section of the Analytics console. These three reports are called: Requests...
It is fairly common that specialists need to look up the serial number of a configuration item (CI) when they are asked to work on a request. They normally do not go to the CI...
The auto translation functionality that translates notes for 4me users has been a resounding success, especially in organizations that support people who speak many different languages. The service desks of these organizations no longer need...
We have heard from 4me customers that they are using their self-service portal to share Coronavirus (COVID-19) information with their organization's employees. That is an excellent use of their enterprise service management solution. HR teams...
The recently released feature that makes it easy to copy the ID of records such as requests and tasks received positive feedback. That is why more fields now offer specialists the ‘Copy to clipboard’ feature. ...
The 4me REST API capabilities have been extended again, this time to support developers who want to automate the retrieval, update and/or creation of automation rules. They can now use the new Automation Rules API...
An extra feature has become available for organizations that use the SAML protocol to give their people single sign-on access to 4me. This new feature allows them to add an extra layer of security by...
Organizations that use both 4me and Lansweeper will be pleased to hear that there is now a standard integration available that will help them get more value out of both products. Lansweeper is a discovery...
A new Boolean property has become available for automation rules. This property makes it possible to ignore internal notes that have been added to requests. The new property is called public. The screenshot below presents...
The UI extension functionality in 4me is used to add custom fields to a form. This capability has now also become available for the Release form. This means that organizations can add some additional fields...
A very helpful filter has become available for 4me administrators. This new filter allows them to quickly look up all people who have one or more specific roles of their organization's 4me account. This new...
It recently became possible to add information to the organization records of external customers and external providers. Because some providers have many external customers, there is now a need to efficiently add information to the...
A few basic knowledge management reports have been added to help organizations manage their knowledge articles. The five new reports are: Knowledge Articles Knowledge Articles by Service Knowledge Articles by Status Registered Knowledge Articles Registered...
Now that every provider organization can set up its risk register in 4me to manage their risks, they will have a need to track the performance of their risk management practice. That is why a...
Yet another filter has become available. This new filter is called 'Updated' and it makes it possible to use the date on which a record was last updated to filter the views in the Records...
As part of their compliance efforts, organizations practice risk management. They do this to ensure that they identify potential risks in advance, analyze these risks and take precautionary steps to eliminate them, or at least...
A new feature has been added to help provider organizations that use 4me's time tracking functionality for internal chargeback or invoicing their customers. If these organizations have activated effort classes, they will now see the...
The request reports have always ignored request groups. The request groups were not counted because they are merely placeholders to which multiple requests can be related. So the request reports only counted requests that were...
The ID column has been added to the notes export files. Having the ID available in the notes exports can be useful, especially now that 4me is linking notes to time entries. This makes it...
Because most support organizations are not only tracking their SLA resolution targets, but also their SLA response targets, the following three reports have been added to the 'Reports' section of the Analytics console: Average Time...
Three new change management reports have been added to the 'Reports' section of the Analytics console. These three new reports are: Registered Changes by Type Open Changes by Type Completed Changes by Type Because organizations...
When someone goes to the Records console and selects 'People', the view 'All People' opens by default. This view used to list all people of the account that is selected in the Account Switcher, plus...
Two new reports have been added to make it possible for support organizations to create their own dashboards for tracking the performance of their service desk team. These new reports can be found in the...
For developers who build integrations with 4me, a new section has become available in the Settings console. This new section is called 'Webhook Deliveries'. To access this section quickly, just type web in the Search...
When someone performs an import of records into 4me, the import file gets queued for processing, it then gets processed and once the import has been completed 4me sends the user an email notification. This...
It was already possible in 4me to filter project views and reports by program. This is important for program managers who want to keep track of all open projects that are part of their program. ...
The 4me Partner Network continues to expand. Today, 4me is proud to announce its partnership with ITConcepts. For more than 20 years already, ITConcepts has been Switzerland's leading IT service management specialist. Now ITConcepts is...
A few more reports have been added to help configuration managers maintain an accurate CMDB. The reports that were added are: Configuration Items by Service Configuration Items by Supplier Configuration Items by Support Team For...
When someone has entered a value in the Time spent field of a request, problem or task and this person subsequently presses the Save button, then a new time entry gets generated for the amount...
The Time spent field of a request, problem, change task or project task now becomes required whenever text has been entered in the Note field. Some organizations, however, require a note that justifies the effort...
When a managed service provider (MSP) has linked its 4me account with customers that have their own 4me account, they are able to relate the organization records of those customers to their SLAs, but they...
Some support organizations prefer not to ask their specialists to keep track of the time they spent on individual assignments like requests, problems and change tasks. They make sure that the option 'Assignment time tracking'...
The rules that determine when the Time spent field of a request, problem, change task or project task becomes required have been adjusted. The objective of this adjustment is to ensure that people do not...
It has become easier to export one or more new or updated UI extensions from QA and import them into production after they have been tested. That is because it is now possible to export...
A helpful feature has been added to allow specialists to point their colleagues to a specific note in a request, problem, change, project task, etc. When they are writing an email or when they are...
Because the IDs of records like requests and tasks can be quite long, it is time consuming to write them manually. It is much faster to copy an ID when it needs to be specified...
The filter 'Supplier' has been added to the list of filters for configuration item (CI) views and reports. This additional filter should help configuration managers maintain a clean CMDB as it allows them to check...
Two new filters have become available for the change views in the Records console and for the change reports in the Analytics console. These two extra filters are: Manager organization Service provider
The 'Holidays' section of the Settings console is where administrators go to maintain the holidays for their support organization. When they go there now, they will notice that the 'Holidays' view has 2 additional columns: the...
When a specialist enters a value in the Time spent field of a request, 4me generates a new time entry for this person as soon as the request is saved. Such time entries are automatically...
The 'Roles & Teams' section of the Person form has been redesigned. This section is now easier to use for administrators of organizations with many 4me accounts and trusts with 4me accounts from other organizations. In...
There were already several reports on SLA performance, but all of those horizontal bar charts and pie charts show the performance for a single date range that the user can specify. Because it might also...
The ‘All Out of Office Periods' view can now be filtered. The following filters can applied to this view to help administrators find specific out of office periods more easily: Business unit Organization Organization region...
The following two reports have been added to allow them to be added to a dashboard that tracks the performance of the service desk: First Call Resolutions by Member Service Desk Only Resolutions by Member...
When someone attempted to log in to 4me several consecutive times with an incorrect password, his or her access to 4me is temporarily blocked. This is a basic security measure that stops people from trying...
Aimée Hoskens joins 4me with over 20 years of experience running marketing and communication programs for many different types of organizations, both commercial and government. With the use of social media and other modern digital...
4me's Webhooks API has been extended to allow organizations to build near real-time integrations that use the time entry data in 4me to update their financial application. This is especially useful for managed service providers...
When a specialist sets the status of a request to 'Completed', the Note field becomes required. The same thing happens, for example, when the status is set to 'Waiting for...' in a problem or task....
It has been a while since new fields became available for 4me's email templates. A new field has just been added, though. It is the Supplier request ID field. When an organization has set up...
4me's Specialist interface is now available in one of the world's most elegant written languages. Thanks to 4me partner OpenVision in Thailand, specialists who prefer to work in Thai can now do so. More importantly...
Previously it was not possible to include images in the feedback that end users provide to improve knowledge articles, see Provide Feedback on Knowledge Articles. Because customers have indicated that it would be helpful if...
A simple but helpful usability feature has been added to 4me's Export functionality. Now, when someone exports some records from 4me, the confirmation popup includes a link to the export job. This export job can...
A new parameter has become available that allows administrators and account designers to define automation rules that look up the person who is currently acting as the coordinator for a team. This parameter makes it...
A new option has been added to the 'Contact Details' section of person records for chat links. This new option makes it possible to add a chat link for Microsoft Teams. The option is called...
4me's SCIM Provisioning capabilities make it easy for organizations to automate the maintenance of their employee information in 4me by linking their 4me account with their identity provider, such as Azure AD, Google SSO, Okta,...
The people views that are available in the Records console now show the small crown icon next to the name of each person who has been marked as a VIP. This makes the VIPs stand...
4me is very pleased to welcome Expertize to the 4me Partner Network in Germany. Combining many decades of experience in all facets of service management, Expertize has recognized that the future requires technologies that enable...
Another rockstar software engineer has joined 4me's development team. His name is Fried Hoeben and he brings more than 2 decades of enterprise software development experience with him. In an earlier life Fried worked on...
Many customers have asked for the ability to filter the request views and reports by the person for whom a request was submitted. To make this possible, the Requester filter has been added. This filter...
When a service desk analyst enters some text in the Requester field of the Service Desk console, 4me suggests all person records that match all or part of this text in the following fields: Name...
To show the language preference of a person, 4me used to display a circle over the person's picture with a flag that symbolized this language. This was mainly useful for multilingual service desk analysts when...
4me has a growing user base in Norway. The Self Service interface of 4me and the 4me App were already available in Norwegian, but since more and more support specialists in Norway are using 4me,...
Today it is our distinct pleasure to announce that Eelco Berghuis has joined 4me's Sales & Marketing department. In his role as Business Development Director - International, Eelco will be establishing new partnerships and supporting...
This past year has once again been exciting for 4me. We were able to welcome more enterprises and service providers as customers than ever before. To keep up, we welcomed several new partners and team...
