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When a specialist looks at a configuration item in View mode, several attributes are visible that are in fact not from the Configuration Item record type but from the Product record type it is related...
Year: 2021
It is now possible to use automation rules to update the members of a skill pool, and conversely to link a skill pool to a person. This can be very practical for making services available...
Organizations that provide services to consumers, students, or citizens, often use their website as a portal for answering questions or logging requests. Registering these people and their requests in 4me enables these organizations to apply...
When an end user in 4me Self Service registers a new request or opens a request in which the user is mentioned after the request had been closed, the Add Note button is shown. Clicking...
It is now possible to create an automation rule that looks up the people of an organization, or an automation rule that look up the time zone of a site. This can be useful, for...
A new integration is available in the ‘App Store’ section of the Settings console: Conversed.ai. Conversed.ai delivers a full-service platform for managing conversational interactions with end-users in an automated way using AI, with an optional...
To enable organizations to measure the performance of the support teams that are responsible for a service instance that is or was affected by a request, the 4me service generates affected service level agreements (ASLAs)...
In 4me, users can make reservations for configuration items by submitting a request from a request template of the category ‘Reservation’. This functionality has now been extended by offering the possibility to book recurring reservations. ...
4me continues to expand its activities in the Nordics and is delighted to welcome Synerity as a new partner. Synerity is based in Sweden and has many years of enterprise service management (ESM) experience. Since...
4me is happy to announce that John Haagensen has joined in the role of Sales Development Representative. With a focus on the Nordic countries, John will introduce organizations to 4me by organizing demos and meetings...
When a configuration item (CI) that is not a software version is registered in 4me and configuration items of the same product category already exist, a label is suggested based on the existing numbering scheme. ...
Automation rules are used to automatically update 4me records when specific conditions have been met. They are triggered by events, such as the creation of a request or task, or an update of a specific...
To avoid any confusion around the purpose of some of the sections in the Settings console and to prepare for changes to come, two sections have been renamed. The ‘Applications’ section is now called ‘OAuth...
When an administrator or service desk manager creates a broadcast, the audience for that broadcast can be selected in the ‘Visibility’ section of the form. For organizations that use a directory account, the option ‘All...
As 4me continues to expand, we are delighted to welcome Paul Seccombe in the role of VP Finance. Paul is based in the UK and will be responsible for managing the company’s finances and strategic...
When the knowledge articles from a service provider are shared with the covered specialists of trusted accounts, these specialists are immediately provided with vital knowledge that can make a difference in doing their own work...
Service Level Agreements (SLAs) provide coverage for the users of the service, defining the minimum level of support that a provider is to offer a customer in case of a service degradation or outage. To...
When an invoice is linked to a change, contract, SLA, FLSA or project, the invoice may be amortized. When the ‘Amortize’ checkbox is checked, the Amortization start and Amortization end fields become available. To simplify...
Another talented engineer has joined 4me’s Research & Development team. Based in the Netherlands, Bernard Vianen will work as DevOps Engineer and focus on keeping the 4me service available and performant on all infrastructures. Bernard...
When copying and pasting amounts into 4me forms, it can happen that non-numeric characters such as currency symbols are accidentally included in the copied data. To facilitate the task of the financial manager in these...
When a request is registered or updated from the Service Desk console and the configuration item that is involved is known, that configuration item should be related to the request. After clicking ‘Link configuration items’...
Two languages have been added to the already large list of languages supported by 4me’s Auto Translation feature. People who prefer to communicate in Portugal Portuguese or Irish in 4me can now read and write...
Directory administrators can see the activity and usage of the people registered in their directory and support domain accounts in the ‘Current Usage’ section of the Settings console. A new column has now been added...
When viewing a report, creating a dashboard, or even when searching for a specific record: being able to filter on a date or date range is often fundamental for selecting the required data. 4me’s date...
Up to now, most widgets that can be placed on the 4me Self Service homepage did not have built-in headings, but the ‘my_open_requests’ and ‘my_completed_requests’ widgets did. This inconsistency, in some cases leading to an...
To be able to interact with the Status fields of requests, problems, tasks and project tasks from the Javascript of a UI extension, the following functions have been made available for account designers and account...
Recently, a new filter has been added that makes it possible to get an overview of which users in an account are billable for the 4me service and which users are not. This ‘Billable’ filter...
Automation rules now allow delayed rules to be executed multiple times in a single automation chain. This also allows for the use of loops in automation rules, that can be used to send daily reminders...
Two metric reports have been added to the ‘Reports’ section of the Analytics console. The ‘Services’ report shows the number of enabled services visible to the given account and the ‘Service instances’ report shows the...
A new filter has been added that can show users in which records they were mentioned. The ‘Mentioning me’ filter is available in the Specialist interface for all record types that allow mentioning: RequestsProblemsReleaseChangesTasksProjectsProject TasksRisks
We are delighted to announce that Zoran Puskovic has joined the 4me team. As Business Development Director, Zoran will focus on accelerating growth in Eastern Europe. Zoran brings a wealth of business development experience acquired...
Sometimes organizations don't just want to know the duration of a complete change, but also the duration of each of their separate tasks. For changes that consist of several tasks, two reports were created a...
Custom views can be created for many of 4me’s record types, including custom collections. They can be used as filtered views, showing only records that meet predefined requirements. The ‘Release’ record type has now been...
As the number of data transactions in 4me is steadily increasing, it is important to keep monitoring the most used transaction types and optimize those, to reduce resources and speed up delivery. One such transaction...
The ‘Legal & Compliance’ section of the Settings console has been updated. Apart from the added ISO 27001:2013 and ISO 27018:2019 certifications in the ‘Security and Privacy Certifications’ section, a new section has been added...
When several configuration items are related to an invoice, the invoice amount reflects the total amount of all these CIs. This amount was also displayed in the ‘Invoices’ section of a CI in the ‘Configuration...
When creating an invoice for multiple configuration items, it is now required that these CIs are all of the same product. This way, the Unit price of the CIs in an invoice is a better...
Whenever a major incident happens that affects multiple users, it is possible in 4me to create a broadcast that is sent to specific groups of users to inform them about the unavailability or degradation of...
It was already possible to cause a task within a change workflow to generate a new request based on a request template with the category ‘RFC’ or ‘RFI’. This can be configured by a change...
4me is expanding its activities in the Nordics and is delighted to welcome Flowbuilders as its partner. Flowbuilders is based in Denmark and has many years of experience with IT Service and Asset management for...
A standard integration with Sophie, a virtual agent that aims to understand natural language and support users, is now available as an app. Sophie Virtual Agent can provide 24/7 first level support. She can help...
From the person records it is now possible to get an overview of which users in an account are billable for the 4me service and which users are not. This can be especially helpful for...
4me welcomes Arravo into the 4me partner network. 4me is excited to be partnering with Arravo, a leading systems integrator and managed services provider (MSP) with its headquarters in Lagos, Nigeria. With some of the...
4me is delighted to welcome another talented service management consultant to support our fast-growing customer base and partner network. Sujeeva Tissaarachchi is an experienced IT service and process specialist based in Brisbane, Australia. Sujeeva brings...
Surveys are a great way for organizations to receive feedback about the user experience of their services. It is now possible to create shareable links and QR codes to invite users to fill out a...
A new log has been added to the ‘System Logs’ section of the Settings console. The Permission log keeps track of changes to user permissions. Organizations can use this log to see which users have...
Two new reports have been added to the ‘Reports’ section of the Analytics console: ‘Service Cost’, showing the total costs of all services within a selected date range, and ‘Service Cost by Service’, showing the...
The ‘Service Insight’ section has been added to the Analytics console. Service Insight provides an overall picture of an organization’s service landscape. Intended mainly for senior management, it provides the user with a dashboard for...
It has been possible for a while now to cause a task within a change workflow to generate a new request based on a request template from a different internal or external provider. This can...
We are happy to announce that Joanne Sweetman has joined 4me in the role of Field Marketing Manager. She is based in the UK and will support the 4me marketing team as a marketing all-rounder...
A new field for alternate names of software versions has been added to the configuration item form. Organizations that have used a discovery tool to populate their configuration management database (CMDB) with the software that...
An earlier release made it possible to link invoices to configuration items. With that enhancement, several fields were moved from the Configuration Item record type to the invoice record type, such as PO number and...
Earlier this year, 4me announced its SOC 2 Type 2 attestation. To help customers that require their software vendors to be ISO 27001 certified, the 4me Software as a Service (SaaS) solution has now also...
To give knowledge managers and other users more insight into who performed the latest update to a knowledge article, the Updated by column is now available for the ‘Knowledge Articles’ views via the ‘Customize Columns’...
A year after the socially distant but highly interactive and fruitful online CAB meeting of 2020, we were happy to finally be able to meet with representatives from our valued customers and partners in person...
Rich text boxes can become very long, for example when extensive instructions are placed in a knowledge article. To format text at the beginning of the article would in those cases involve a lot of...
With the latest enhanced service cost tracking capabilities, 4me® offers The Complete Service Management Platform. On a per-service basis, 4me can now provide real-time cost information that is accurate, comprehensive, and insightful, allowing business leaders...
New filters have been added for the product and configuration items record types. In the ‘Products’ view, products can now be filtered on ‘model’. In the ‘Configuration Items’ view, CIs can now be filtered on...
Due to the way HTML code is sent from Microsoft Office applications to the clipboard when copying data, it had so far not been possible to copy text and images at the same time from...
In the ‘Reports’ section of the Analytics console, several reports can be found that present data about SLA targets that were either met or violated. To give organizations better insight into the specifics and numbers...
To accurately determine the amount of time spent on changes and compare that to the time that was planned to be spent on them, it is important to also include time spent on related requests...
4me now generates at least one expense record for every invoice. Invoices that are depreciated or amortized over time will have an expense record for each month that falls in the depreciation or amortization period. ...
As service cost tracking is becoming one of the central pillars of 4me, several more adjustments have been made to the Invoice form. With last week’s enhancements regarding invoices for configuration items, the possibility for...
Custom suggest fields can be added to UI extensions when it is necessary to ask users to select a value from a list of organization-specific options. Now it is possible to create dependencies between such...
When an invoice is linked to a configuration item, the financial manager can choose the depreciation method. When an invoice is linked to a change, contract, SLA, FLSA or project, an ‘Amortize’ checkbox is shown. ...
It is now possible for a person with the Financial Manager role to link an invoice to one or more configuration items (CIs) or to directly add an invoice from within a CI record. After...
It was already possible to use automation rules to look up the addresses of sites. Now it is also possible to create an automation rule that automatically retrieves the address of an organization, or the...
Time entries can sometimes be visible between trusted accounts. For example, when a time entry is registered by a specialist of a service provider for a change or project task that was assigned by a...
A new option in the ‘Self Service Settings’ section of the Settings console makes it possible to allow people to register as end users for 4me Self Service. This new functionality can be very helpful...
More sharing options within the account have been created for dashboards. So far, it had only been possible to keep a dashboard private, or make it visible to anybody of the account who has access...
4me is expanding its activities in the Nordics and is delighted to welcome Experience Design as its partner. Experience Design is based in Denmark and has many years of experience with service and product automation...
It is now possible for a person with the Key Contact role to view dashboards directly from 4me Self Service. For this, the dashboard needs to be shared using a new setting that is available...
People with the Specialist role can edit their own dashboards, while people with the Account Designer or Account Administrator role can edit all dashboards. To avoid that a dashboard is edited without the knowledge or...
In recent enhancements, it has become possible to relate invoices to projects, and after that to changes, contracts, service level agreements and first line support agreements. Soon, it will also be possible to link an...
It is now possible for organizations to define the region of their trusted and external organizations. This allows MSPs, for example, to group their customers into regions and generate reports not only on individual customers,...
In November last year, 4me introduced 4me Connect, allowing specialists to call other users with audio and video. This feature has now received a major update: instead of a video-calling feature with a chat option, ...
It is now possible for organizations to receive quantitative feedback from the users of the services about the perceived quality of those services. Account designers and account administrators can create surveys for people to rate...
Another talented engineer has joined 4me’s Research & Development department. Based in the Netherlands, Valery Jaspers will work as front-end developer and UI Designer and focus on the look & feel of the 4me application....
Reports in 4me can contain several series of data at the same time, presented in different graphs, sometimes even of different types. While this is a very powerful way to present data, it sometimes helps...
With the 4me BMC Client Management Connector our customers have another smart solution to add and maintain reliable asset data in their 4me account. BMC Client Manager (BCM) Asset Management software monitors all systems on...
Timestamps are essential for defining when a certain event occurred. Many different formats for timestamps exist, depending on the needs of a system’s users. ISO 8601 is an international standard covering the worldwide exchange and...
Since the Financial Manager role is authorized to update the financial information of a number of record types, a person with this role can now also import the financial information of those record types. This...
4me now supports the WebP image format for avatars. WebP is an image format that has a better size to quality ratio than other common image formats. Avatars for persons can now be uploaded in...
Skill pools are groups of people who share a specific capability. A fixed hourly cost can be attributed to a skill pool to help project managers estimate the cost of tasks for which the specific...
Data security issues should be reported and taken care of as swiftly as possible. Organizations that work with both 4me service management and the Open Raven data security platform will therefore be pleased to learn...
Request templates can now be filtered by change manager and by change template. This can be useful, for example, when someone from the organization needs to find request templates that are linked to a specific...
To give organizations more insight into how time was spent within a specified date range, and what the accumulated cost for that time spent was, four new reports and two new filters have been added....
It is common for 4me customers to outsource the setup and maintenance of their 4me accounts to a 4me partner organization. To facilitate this, the customer can share the Account Administrator role of its 4me...
It is now possible to create an automation rule that looks up the agile board of a team. This makes it possible, for example, to create an automation rule that places a request on a...
When the Financial Manager role was introduced, it was authorized to maintain the information in the ‘Financial Details’ section of product, CI and person records. From the account’s Records console it could only access the...
Request templates are now accessible by automation rules. This means that organizations can now automatically apply a request template to a new or existing request. Request templates can be selected within automation rules using the...
Since the beginning of last June, it has been possible for end users to withdraw their request in 4me Self Service, when they no longer need the request to be completed. A few more enhancements...
4me is delighted to announce that Jan Brøndum has joined the team as Business Development Director to further grow 4me’s customer and partner base in the Nordic region. Jan is based in Denmark. With over 30...
To allow people to customize what they see in views, they can now specify which columns should be included in table views. They can also dictate the order in which these columns are presented. Customizing...
Some small enhancements have been made to make the ‘Account Trust’ view more user friendly for accounts that have a lot of trusts with other accounts. When the trusted account is a support domain, the...
To give insight into how request registrations are distributed over time, two new reports have been created: ‘Registered Requests by Hour’ and ‘Registered Requests by Day and Hour’. Organizations can use the information these reports...
As part of our financial management initiative, another important milestone has been reached in the form of multi-currency support. Since many organizations have international offices, hire staff abroad and acquire assets in multiple currencies, financial...
Whenever an action is about to be taken in 4me that creates a billable user, a warning message is now displayed. This notification ensures that administrators are made aware when an action they are about...
Changes in organizations, for example when teams merge or people depart, usually mean that assignee(s) or the team of task templates needs to be updated. To accommodate organizations in these and other situations, a number...
The ability to use automation rules to look up the service provider of the service of the service instance of a request has been added. This can be useful, for example, when information needs to...
Since last month, the ability to register invoices has been extended from projects to changes, contracts, service level agreements and first line support agreements. Now, financial managers are also able to add new invoices from...
Last week it was announced that new reports on task completion duration have become available. In general, information about resolution duration for tasks, requests and other record types can be important for organizations to monitor...
4me is delighted to welcome Fusion5 as its partner in New Zealand and Australia. Fusion5 is a business solutions partner, delivering world-class applications and services to optimize all key functional areas of organizations. Their focus...
Widgets are convenient tools that help organizations add meaningful content to their 4me Self Service homepage. One of the most used widgets, the User Name widget, has just been enhanced so that it self-adapts to...
Another new filter has been added to the ‘Service Level Agreements’ view of the Records console. The Coverage filter selects SLAs based on the defined group of people that are covered for a certain SLA....
Organizations that use 4me and JDisc can now have the IT network documentation data discovered by JDisc automatically synchronized with the 4me CMDB. To achieve this, 4me partner techwork created the 4me JDisc Connector. JDisc...
It is now possible to set and update the Created by field of knowledge articles using the import functionality of 4me. This can be important for organizations that want to migrate their knowledge base from...
4me is delighted to announce that Annette Großer has joined the company in the role of Marketing Director. She is based in Germany, speaks multiple languages and has an international approach and outlook. Annette brings...
Reports, including all selected filters and other presentation options, can now be directly added to existing or new dashboards. This eliminates the need for a specialist to recreate these choices when the report needs to...
A new filter has been added for the All Requests view in 4me Self Service. With the Requester filter, only requests from a specified requester is shown. This filter works on the Requested For field,...
A new function has been added to the automation rules to provide more flexibility when working with strings. The Join function creates and returns a new string by concatenating the elements in an array, separated...
As most changes consist of several tasks, it can be interesting for an organization to gather data about the completion duration of the individual tasks. Two new reports have been created for this purpose. The...
A new filter has been added to the SLA reports that can be found in the ‘Reports’ section of the Analytics console. This new filter is called ‘Request source’. It can be used to limit...
It was already possible to use a filter for change views and reports on ‘Requester organization’. Now it is also possible to apply this filter on task views and reports. This enhancement gives service providers...
As the organization continues to grow, 4me is delighted to welcome Jean-Marie Van Cutsem in the role of Service Management Architect. Jean-Marie has nearly 30 years of experience in the IT and service management business,...
When a request is linked to a change, it is possible to close the request before all the tasks related to that change have been completed. In most cases, such requests should not be completed...
Since last year it is possible to define personal views in 4me. From any of the standard views of the Inbox, Records and Setting consoles, and even from drilldown views of reports in the Analytics...
Since the previous release, invoices can be related to changes, projects, service level agreements, first line support agreements and contracts. Depending on which record type a financial manager selects, the Supplier field can now be...
4me is proud to announce that it has joined the partner network of leading technology reseller and managed service provider (MSP) SCC. SCC has been trusted to run IT infrastructure services for leading businesses in...
SLA reports show both the target and actual level of service provided for the KPIs ‘Availability’, ‘Reliability’, ‘Responses within target’ and ‘Resolutions within target’. For people who want to know exactly how the actuals are...
When an approval task for a change or project is assigned to its approvers, 4me generates a separate approval summary for the recipients. This summary is attached as a PDF file to the email notification...
People in Iceland can now submit requests in Icelandic. 4me will automatically translate these requests into the preferred language of the specialists who open them, provided that these specialists have the Auto translation option activated...
When the account owner of a newly created support domain account goes to the Settings console and opens the ‘Account Settings’ section, this person will see that the following checkbox is not checked: Internal notes...
The Organization Region filter on dashboards now allows the selection of the region from any of the following organizations: Organizations registered in the dashboard’s account and its directory account; Organizations that are the service provider...
4me is happy to announce a clever new integration, developed by our partner techwork. The 4me Docusnap Connector makes it possible for organizations to integrate their Docusnap data with their 4me account. It is a...
Invoices could already be related to projects. As another step to make it possible to break down the costs incurred by a service provider organization by service, invoices can now also be related to changes,...
4me is delighted to announce that Daniel Walker has joined the Sales & Marketing department in the role of Marketing Operations Specialist. Daniel is an experienced data analyst who will look after the marketing technology...
4me is delighted to announce its new partnership with BilgeAdam Technologies, the leading IT services provider in Turkey. As an early technology adapter, BilgeAdam Technologies plays a key role in the digital transformation of enterprises...
Rich text fields now accept data copied from Microsoft Excel, OpenOffice Calc and Google Sheets. When cells of a spreadsheet are copied and then pasted in a Note field, or any other field that supports...
Many teams have already prepared an agile board for their members. That makes it possible for the team members to pick up work from their team’s board. Requests, problems and change tasks could already be placed...
The values of a few more fields can be retrieved and manipulated using automation rules. The product fields Brand, Category, Model and Product ID have been added to the list of fields that can be...
When someone performs a search in 4me Self Service, the search results may contain several services. For each service, 4me now also displays the support domain and service category. The extra information is mainly intended to...
Another talented software engineer has joined 4me’s ever-growing Research & Development department. His name is Jan-Joost Spanjers and he is based in the Netherlands. Jan-Joost brings with him a wealth of knowledge and experience, having...
The filter 'Desired Completion' has been added to all request views and reports. This filter can be used to exclude all requests, except for the ones that have a value in their Desired completion field...
It is not uncommon for a knowledge article to refer to a document in which more information can be found. In such cases, the expectation has always been that the creator of the article would...
Gertje Bosma joins 4me in the role of Content Strategist. She is replacing Patrick Bakker, who is moving to the Research & Development department as Product Manager. Gertje will focus on developing and implementing an...
When a user has opened a request and an administrator deletes one of its notes, this note would remain visible until the user would close the request or refreshed the browser tab. This does not...
The 'Request Templates' view can be accessed by going to the Records console and selecting the option 'Request Templates'. This view now offers two more filter options. The filters that have been added are 'Team'...
The 4me Virtual Agent is now able to interact with end users in the Finnish and Turkish languages. Any user who has his or her language set to 'suomi' or 'Türkçe' will now be addressed...
When work on a task should not start before a specific date and time, the change or project manager specifies this start moment in the Start no earlier than field. This ensures that when the...
When people are looking at an agile board, they are now able to see which items are in the status 'Waiting for…' or 'Waiting for Customer'. A small 'sleep' icon is now displayed for each...
The texts that are entered in multi-line text fields were already checked for spelling errors. Now the texts people write in the Subject field of, for example, requests and projects are also spellchecked. The same...
When change managers start to register a new change, they are prompted to select a change template. In the past, a dropdown field would allow them to select the appropriate template for the change they...
Every team can prepare an agile board so their members can pick up work from this board. Request and problems could already be placed on an agile board. Now tasks that are part of a...
As the 4me organization continues its rapid growth, we are delighted to welcome another member to our team. Petr Behavka joins us as Business Development Director, to help further grow 4me’s customer and partner base...
After someone has submitted a request, it can happen that the requester no longer needs the request to be completed. As long as the request has not already been completed, it is now possible for...
A new role has been become available in 4me accounts that are on the Premium pricing plan. The new role is called 'Financial Manager'. It is intended for people who maintain the financial information for...
The find(request, …) and find_all(request, …) operations of automation rules now also look through the Source ID field of requests. This means that these operations can now also be used to find a request that...
It is now possible to create automation rules that add a note to a problem when specific conditions are met. This automation rule feature was already available for requests, changes, tasks, projects and project tasks. ...
It is quite common for people not to be able to see the difference between green and red. For those people, editing automation rules was significantly less user friendly. That's because when people are formulating...
In the fall of 2020, Google Analytics 4 (GA4) was rolled out, which replaced Universal Analytics (UA) as the default for digital analytics measurement in Google Analytics. This also meant that the old UA Tracking...
The Strikethrough option has been added to the text formatting bar. This makes it possible to present text with a horizontal line through its center. This makes it easier to indicate to others which words should...
It is now possible to give text a color in every rich text field of the 4me service. To make use of this feature, select the text which color needs to be adjusted and press...
A few more text formatting options have become available. The new options are primarily intended for support organizations that want to perfect their knowledge articles, but they are available in all rich text fields, including...
The welcome screen that is visible in the right pane of the Inbox console when specialists access 4me, has been given a slightly more modern look. The old icons have been replaced with 'flat-design' icons...
The Sign In screen of the 4me service has undergone several updates. These updates were made to avoid situations where the 4me Sign In screen is regarded as a phishing site. When a 4me customer...
Because it is now common for organizations to have well over 100 services registered in their 4me account, the time has come to upgrade the Service field from a simple dropdown field to a suggest...
When an enterprise employee needs to register a new request for a colleague, the option 'Submit this request for someone else' can be used to select this colleague. To make sure that the right person...
Several improvements have been made to make it a little easier for people to work with reservations. The first and most important improvement ensures that people who reserved an asset are now able to change...
4me has secured $2.3 million in funding from Tornado Capital and Storm Ventures. This latest funding round was led by Dutch venture capital firm Tornado Capital BV. Storm Ventures, the well-known Silicon Valley firm that led the...
When the Agile Boards functionality was introduced a few weeks ago, only requests could be placed on agile boards. Now it is possible to also work on problems from an agile board. There is no...
Many people have asked for the ability to create tables in knowledge articles. This is now possible. In fact, tables can be inserted in all rich text fields, including the Note fields. To insert a...
Organizations can customize the information that is included in the email notifications that 4me sends out on their behalf. This is done by account designers and administrators in the 'Email Templates' section of the Settings...
To improve the usability of the audit trails a little further, the name of the record type is now included in the audit trail header. This is especially helpful when a user returns to a...
The 4me Specialist Interface allows specialist to export the records they see in a view. Similarly, in 4me Self Service, key contacts are able to export the requests from their organization. What's new is how...
At a time when our business is growing faster than ever, 4me is thrilled to welcome Paul Lubik who joins the team as Service Management Architect. He is based in Melbourne, Australia and is already...
Every screen of the 4me Self Service interface now offers a 'Back' option in the upper left corner. This option is similar to the Back button of browser applications. What's nice about the new 'Back'...
It's May and that can only mean one thing: the annual 4me customer and partner event Connect is just around the corner! Because we planned Connect & Learn 21 as a fully online event from...
A new option has been added to the 4me Self Service menu. The new option is called 'My Services'. Selecting this menu option takes the user to a section that lists all the services...
Assignments that are placed on an agile board eventually end up in the board's last column (e.g. the 'Done' column). Once they have reached this column, work on them is completed and there is no...
The buttons that allow users to select their preferred identity provider for accessing 4me have gotten a facelift. Their improved styling presents each single sign-on (SSO) option as a button. Each button now has the...
After an agile board has been set up for a team, this team may want all work that is assigned to the team to be placed in the first column of its agile board. This...
A new field has become available on the Risk form. It is a date field with the label 'Mitigation target'. This field allows organizations to prioritize their risks by setting a target date by which...
SERVIEW, the German-based management consultancy known in the industry for its independent software solution analyses, has once more given 4me the SERVIEW CERTIFIEDTOOL award, this time for the latest edition of ITIL. The rigorous assessment...
With over 350 standard reports available in 4me's Analytics console, it is understandable that people have been asking how the data points presented in the reports are calculated. For most reports this is almost self-explanatory,...
Another advanced SLA tracking feature has been added to the unique SIAM capabilities that 4me offers. As with any of 4me’s advanced features, this one is also best explained using a simple use case. In...
A new report has been added to the 'Reports' section of the Analytics console. The new report is called 'SLA Availability'. It offers a graphical representation of target and actual availability over time. The data...
The 'Organization Navigator’ section has been added to the Analytics console. This new section makes it possible for people using the 4me Specialist Interface to get an overview of their organization's structure. The navigator can also...
Specialists can now collapse the agile board section that is presented below a request if they prefer not to see this section. To make this possible, the name of the agile board is now presented...
To make it easier for service provider organizations to support people in Georgia, the auto-translation capabilities of 4me have been extended to cover the Georgian language. This allows people to submit their requests in Georgian,...
It is now common for 4me customers to manage hundreds of SLAs in their 4me account. For managed service providers (MSPs) that use 4me the number of SLAs is typically in the thousands. Because of...
When a specialist is working on a request, the Service Hierarchy Browser (SHB) is there to provide relevant context. The SHB tells the specialist, for example, which service instances (SIs) underpin the SI that is...
Many customers have asked to make it possible for requesters to track the progress of their requests, even when they are linked to a change. Such requests would only show the requester that the status...
Customers of Amazon Web Services (AWS), the world's most comprehensive and broadly adopted cloud platform, can now go to AWS Marketplace to procure and set up their 4me account. AWS Marketplace is a digital catalog...
4me continues to grow in the DACH region, which consist of Germany, Austria, and Switzerland. Earlier this month, industry analyst ISG recognized 4me as a leader for enterprise service management in Germany. Today, 4me is...
Sites now have a 'People' section, similar to the 'People' section of organizations. This means that when a site is opened in View mode, the people whose person record is linked to the site can...
Many designers and administrators never specified a text for the section title that is displayed above a UI extension when it is presented to a user. They probably did not realize they could use the...
A small adjustment has been made for problem records. Going forward, the Analysis target field is hidden once a problem has reached the status ‘Analyzed’. After all, once the analysis has been completed, the target...
The ability to add keywords to request templates, knowledge articles and services makes it possible to help users find a record when they search for it using words that are not included in any of...
The views that list organizations now have an addition filter called 'Business unit'. This new filter can be used to limit the organizations to just those in which the Business unit box is checked. Naturally,...
For specialists it has become possible to add the first time entry to a request, problem or task without having to place it in Edit mode. To make this possible, the 'Time Entries' section is...
The shortcut keys in the 4me Specialist Interface have been simplified. In the past, users could open a record's audit trail with the key combination Ctrl+Shift+T. Users can now press Shift+T instead to achieve the same...
A new standard integration lets organizations that use 4me connect with customers and providers that use TOPdesk software. This integration allows for requests, changes, attachments and other data to be transferred between both organizations while...
The to_date_time operator recently became available to allow automation rules to work with values entered in custom date-time fields. Now account designers and administrators can take things a step further with the in_time_zone(…) function. This...
When people are done editing a record in the 4me Specialist Interface, they can press the Save button in the toolbar or the Save button at the bottom of the form. In the 4me App...
When someone is editing a record using the 4me App or 4me Self Service and then navigates away from this record without first saving the changes, a warning will now be displayed. The warning gives...
For several years already, organizations have been able to add a useful widget called most_viewed_knowledge_articles to the homepage of their self-service portal. This widget has been improved slightly to ensure that, if the person accessing...
The ‘Reports’ section of 4me’s Analytics console already offers organizations well over 300 standard reports that people can filter and group to meet their specific needs. Now 3 deceptively simple-looking metric reports have been added...
Thanks to the suggestion of one of 4me’s larger enterprise customers, a new hidden field called ‘Rejection count’ has been added to change approval tasks. This field counts the number of times a change task...
When a new 4me account is configured, one of the options the account owner can set is the weekday on which each week starts. This is typically Sunday or Monday. What is new is that...
When a contract is activated or expires, the supplier contact who is linked to the contract no longer receives an automated notification from 4me. Likewise, when the notice date of a contract is approaching, the...
When an automation rule retrieves the value of a custom field, this value is always considered to be a string (i.e. just text). To be able to use the values entered in custom date-time fields...
Many email notifications that 4me sends out include the last note of the record for which they are generated. If this note includes inline images, these images are also visible in the body of the...
The email template 'Email Unknown' no longer exists. This email template was used to return an email after someone used the ‘Need help signing in?’ link and submitted an email address that does not match...
4me has been recognized as a leader among ESM tools providers in Germany. ISG’s Enterprise Service Management Tools quadrant compares software vendors for automation of cross-organizational processes based on existing functionalities, integration capabilities through standardized program...
4me announces a new integration between its cloud-based IT service management (ITSM) solution and the identity and access management (IAM) system of SailPoint. This new integration product is called the 4me SailPoint Connector. It provides a real-time...
A few weeks ago, the ‘Apps’ section (edit: nowadays called the 'App Store') that can be found in the Settings console was given a makeover. Since then, every single sign-on (SSO) configuration is treated just...
As 4me is breathing new life into the service management industry, the 4me organization is steadily expanding its geographic presence. Last month, industry heavyweight Taner Kilinc was brought in to lead the expansion in Turkey. ...
The UI Extensions functionality of 4me makes it possible to add custom fields to many record types. By linking a UI extension to a product, for example, it is possible to add custom fields to...
Since the introduction of the Watchlist functionality, it has been easy for both specialists and end users to add items to their watchlist. A simple click on the 'eye' icon above a record is all...
The 4me Specialist Interface continues to gradually get a slightly more modern look. About a year ago, the styling of a field that is in focus was improved and shortly thereafter the Search box that...
There are a few reports that make it easy for service provider organizations to see if there are any requests from customers on which they are spending an exceptional amount of time. These reports are:...
Yet another improvement has been made to the time entry export feature. This feature is primarily used by managed service providers (MSPs) to integrate their 4me environment with their billing system. A time entry export...
When a customer has linked its 4me account with the 4me account of an external provider, and the provider has registered an SLA for the customer, then the customer is able to see the service...
Reports that are based on data from open requests, problems, releases, changes, change tasks projects and project tasks could already be filtered using a filter called ‘Target indication’. All of these reports can now also...
By popular demand, people who have the Key Contact role are now able to filter the requests they have access to in the ‘All Requests’ section of 4me Self Service and the 4me App. To...
A small usability improvement has been made for service level managers. When they register a new SLA, they will notice that the Service offering field behaves differently. It used to be a simple dropdown field,...
Most organizations want to encourage their employees to use the self-service portal when they need some help. That way, people will be offered knowledge articles with which they might be able to help themselves. And...
Computer trouble can be hard to understand for non-specialist users. For this reason, most, if not all, computer repair and support technicians are familiar with the dreaded “it does not work” trouble ticket. Tier2Technologies invented...
For organizations that want to take an agile approach to managing their workload, 4me now introduces the ability to create agile boards. Whether an organization prefers Kanban or Scrum, both are agile methodologies that will...
It has been a while since the ability to filter reports by custom field values was introduced. Now that it is has become possible to group the data in a report by a filter, it...
Several customers indicated that they would like to be able to filter views and reports by service owner. That is why the 'Service owner' filter has now been added. The 'Service owner' filter is available...
To ensure that 4me continues its rapid ascent, industry heavyweight Taner Kilinc has been brought in to lead the expansion in Turkey. In his role of Business Development Director, Taner will provide strategic direction and...
An important new analytics capability has been added that makes it possible to break down the data in a report by the same values that can be selected when a filter is defined for a...
4me has been recognized with the Gartner Peer Insights Customers’ Choice distinction for IT Service Management (ITSM) tools. Being placed in the Customers' Choice quadrant of the 2021 Gartner Peer Insights 'Voice of the Customer':...
Organizations that automatically maintain the 4me person records of their employees using 4me’s SCIM provisioning capability were already able to set the language preference for these people. Now they can also set their auto translation...
A new analytics feature has been added that makes it possible to transform a horizontal bar chart into a pie chart or vice versa. There are already many horizontal bar charts and pie charts available...
Organizations with part-time employees can use 4me's import functionality to load the out of office periods during which these people are not going to be available. That way, the part-time workers do not need to...
The most recent audit of 4me's System and Organization Controls (SOC) has been conducted by Deloitte. The SOC 2 Type 2 report which resulted from this audit is now available. The difference between 4me's SOC...
People who have the Key Contact role are able to access reports in 4me Self Service and the 4me App, provided that reports have been activated in the ‘Self Service Settings’ section of the Settings...
A useful filter has been added for configuration managers. The new filter is called 'Product category rule set'. This sounds fairly complicated, but 4me account administrators will recognize the term 'rule set' from the 'Product...
The ability to create shareable dashboards URLs has been available for nearly two years already. Now an extra privacy feature has been added to ensure that a shareable dashboard URL cannot be used indefinitely. When...
A new trigger has become available for automation rules that are created for request templates or requests. The new trigger is called 'On request template update'. In the past it was not possible to trigger...
The media library, which is available in the Settings console, makes it possible for people to store files such as images and videos in their organization’s 4me account. After a file is stored in the...
4me is excited to announce that its newly appointed partner, Xcession, is now listed on the HEAnet brokerage portal with the 4me service. HEAnet is Ireland's National Education and Research Network, and the framework agreement...
A product is only as good as the people who create and maintain it. That's why 4me is excited to announce that Dennis Blommesteijn has joined 4me's development team as Senior Software Engineer. Dennis brings...
It is now possible to specify the number of items that users are allowed to select in the suggest fields of UI extensions. When selecting the Multiple values checkbox for a UI extension suggest field,...
A few more reports have been added to help configuration managers prepare their dashboards. The reports that were added can be found in the 'Reports' section of the Analytics console. They are called: Configuration Items by...
The 'Apps' section (edit: nowadays called 'App Store') of the Settings console has undergone a makeover. It now offers more standard integrations and presents them in a way that makes them easier to manage by...
The filter 'Knowledge article' has been added to the following two reports to make it possible to track the feedback received on a specific knowledge article over time: Negative Feedback on Knowledge Articles Positive Feedback...
Many support organizations have mounted large screens in common areas to display 4me dashboards that help employees stay informed of the current situation. These dashboards are placed in full screen mode so that they take...
The request views in the Records console now display the urgent icon for urgent requests in the first column. Similarly, the major incident icon now gets displayed in this column for requests that have been...
A new timesheet settings option has been added. This option makes it possible for administrators to prevent 4me from sending notifications to people whose timesheet is incomplete. By default the new option 'Notify people when...
People who have the Specialist role have always been able to update the assignment of change tasks. Now they can do the same with project tasks. This makes it possible for specialists who receive a...
Request templates are prepared for types of requests that are frequently submitted. They make it easy for requesters to submit such requests. By linking a request template to a service offering, it becomes possible to...
It recently became possible to add import and export permissions to the scope of a personal access token or an application that is defined in the 'Applications' section of the Settings console. What has changed...
When Just-in-Time (JIT) provisioning is activated in an OpenID Connect single sign-on configuration, a new person record is automatically generated when someone who is not yet registered in 4me is trying to access 4me Self...
The trigger 'On satisfaction update' has become available for request and request template automation rules. This new trigger is especially useful for service providers that want to notify people after a requester has indicated to...
4me is delighted to announce its partnership with Alpha-Tech, headquartered in Romania. This partnership not only adds another very experienced service management provider to the 4me Partner Network, but also marks 4me’s first local presence...
The unique ability that allows 4me customers to link up their 4me accounts with the 4me accounts of their managed service providers (MSPs) can be found in the ‘Account Trusts’ section of the Settings console. ...
It is possible to get 4me to display a text inside an empty custom field to help users understand what information should be entered. Such placeholder texts can be defined within the HTML of UI extensions....
4me is delighted to welcome CIH Solutions (CIHS) into the 4me Partner Network. Headquartered in the United Kingdom, CIHS empowers organizations to redefine and streamline their businesses using transformational technology. CIHS was established in 2007...
Just-in-time (JIT) provisioning of user access has been supported by 4me for a few years already. 4me's advanced single sign-on capabilities have also supported OpenID Connect for a while now. What's new is that 4me allows...
The URLs for the authorization requests and the access token requests that are used in the different OAuth grants had to include the ID of the 4me account in which a token was generated. To...
At 4me we pride ourselves on being able to attract the best team players in the service management industry to support our fast-growing customer base and partner network. Today we welcome Piotr Sołtan as Service...
When someone sends an email to the inbound email address of an organization's 4me account, the 4me Mail API will process it. In most cases, this results in a new request getting generated and the...
A new security feature has been added to 4me’s Webhooks API. This feature ensures that 4me verifies whether a webhook’s endpoint is actually owned by the organization that specified the endpoint in the webhook. Now, when...
The filter 'Serial number' has become available in the configuration item (CI) views and reports. Even though it may not be terribly useful to filter the assets in the configuration management database (CMDB) by a...
4me's UI extensions functionality now offers the ability to add custom fields to SCIM user records. The acronym SCIM stands for System for Cross-domain Identity Management. It is a standard protocol for automating user management. ...
Four new action options can be selected for a personal access token or an application to scope what their permissions in 4me. These new options concern the ability to import and export the 4me records...
4me’s support for IPv6 (Internet Protocol version 6) is now fully enabled in the QA and production environments. There are various advantages to IPv6. The most important advantages for 4me customers are: Enhanced security features...
4me now makes it easy to add Social Intents to the 4me Self Service homepage. When activated, anyone who accesses the 4me Self Service homepage will be able to start a chat session using the...
The filter 'Keywords' can now be applied to the views and reports of request templates, knowledge articles and services. This makes it possible to exclude all the records that do not include a specific word...
The service and service instance views now have a new filter called ‘First line team’. This filter makes it possible to limit the services or service instances listed in a view to those that have...
Last week the ‘Coordinator’ and ‘Manager’ columns were added to the team views. This week, the filters ‘Coordinator’ and ‘Manager’ have become available in these same views. For organizations with many teams, this can make...
The 4me organization continues to grow. Today we welcome Patrick Bakker who has taken on the role of Communications Strategist in our newly created marketing department. Based in Brazil, Patrick brings with him a rich...
Auto translation is one of the most beloved capabilities of 4me for organizations that support people in multiple languages. This functionality now supports 3 more languages, bringing the total number of supported languages to 38....
People who have the Administrator or Auditor role of a 4me directory account or standard account (i.e. not of a support domain account) can now open the 'Billable Users' section in the Settings console to...
When specialists go to the Records console and select ‘Teams’, they will notice that the ‘Teams’ view has been renamed to ‘All Teams’. The new name was needed to differentiate the default view from following...
Another training module has been added to 4me's Learning Center. This new module is called the 'GraphQL API Training'. It is specifically targeted at developers. GraphQL is a powerful data query and manipulation language that...
4me's sales and marketing departments have gradually grown to the point where it becomes necessary to place a seasoned VP Sales & Marketing in charge. Today, we are happy to announce that David Griffiths has...
