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It is now possible to add internal custom fields to configuration items. Internal custom fields on configuration items are only visible to people with the Specialist role in the account in which the configuration item...
Year: 2022
When a requester has been selected by a service desk analyst (SDA) to register a new request, the recent requests of that requester are visible in the Service Desk console. This may help the SDA...
A much-requested and major new feature has been added to 4me: the Shop capability. It allows people from the organization (and even their customer organizations) to order items or services directly from the 4me Self...
4me is delighted to welcome another experienced Service Management Consultant to its support team. Based in Türkiye, Barış Seçen will assist 4me’s global partner and customer community. Barış brings many years of service management experience,...
A small usability enhancement has been made to the ‘Pickups’ view, which is accessible by clicking on the ‘Pickups within target’ KPI of an FLSA Report in the Analytics console. The ‘Breaches’ column (the column...
A ‘Job Title’ filter has been added to the person record. This can be helpful when searching for people with a specific role, but also for performing bulk updates. The filter can function with only...
When an incident, RFC or RFI is created or edited, the Service Hierarchy Browser (SHB) opens at the right side of the screen. Here, a specialist can apply the correct service instance, configuration item, template,...
It is now possible to use automation rules to retrieve information from configuration items that are related to another configuration item (CI). This can be useful when maintenance tasks must be performed on a configuration...
Custom views can be used to let users select a specific option in a custom field when registering an RFC, for example. In the case of configuration items (CIs), a custom view that is linked...
Earlier this year, it has become possible to send an email from a request. That email becomes a note, as well, and replies to it also turn into notes within that request. Not long after...
When a request is being created or edited, the Service Hierarchy Browser (SHB) opens automatically at the right side of the screen. If the person selected in the Requested for field is a user of...
Recently, the 4me Whistleblowing feature was announced, which means that people can be allowed to log in to 4me anonymously. Logging in without credentials, also known as guest login, can also be a very powerfull...
Automation rules were already available for many record types, including requests, problems, workflows, tasks, project tasks, and their respective templates. It is now also possible to build automation rules on person records. A typical use...
Serbian is written in two alphabets, Serbian Cyrillic and a variation of the Latin alphabet. The two are almost directly and completely interchangeable. Both alphabets are widely used in Serbia; standard Serbian uses both alphabets...
4me informs users about impending (and active) target breaches using color codes, both in the Target column of the views and in the record headers. But sometimes, especially in the case of resolution targets for...
As our team in Türkiye continues to grow, 4me is delighted to welcome Cagatay Kaya in the role of Business Development Manager. He will focus on further increasing 4me’s market share in Türkiye. Cagatay brings...
In organizations that have a directory account and multiple support domain accounts, some people can have roles in several of those accounts. When an account administrator clicks the Link roles… link to add roles for...
The Lansweeper App on the 4me App Store has been updated to make the integration more flexible for customers with multiple Lansweeper installations. When installing the Lansweeper App in 4me® the user must make an...
In 4me, contracts can be registered for configuration items (CIs). These contracts are between the customer and a supplier. Supplier organizations are maintained in the ‘Organizations’ section of the Records module, as external organizations. When...
Automation rules can now access calendars in 4me, such as work hours or support hours calendars, or any other calendar. That calendar can subsequently be used to calculate a target time using a start time...
Two new reports have been added to the ‘Reports’ section of the Analytics console. The ‘Actual Versus Planned for Open Requests’ report compares the time spent on the requests to the planned effort of open...
When multiple requests are grouped into one request group, that request group contains a section ‘Grouped Requests’, which is collapsed by default. Because the number of requests that are grouped together can be an indication...
An enhancement of the in and not in operators of the automation rules have been made. Until now, these operators only accepted a comma separated list, as demonstrated in the expression check1 in the screenshot...
A small update has been made to the Activity monitor, which can be found in the Settings console. The 4me Password Age, showing the last time the password was reset for that user, is now...
A seemingly small update has been made to the appearance of self-service search. Seemingly, because in preparation for many more user interface updates that will be rolled out incrementally in the next few months, the...
Several of 4me’s customers have requested the possibility to schedule exports of dashboards and send these as a PDF file in an email to internal or external stakeholders. It was, as a matter of fact,...
Since the end of last year, the EU Whistleblower Directive came into force. According to the Directive, organizations must implement internal reporting channels. These have to be designed and operated in such a manner that...
A new trigger option has been added for automation rules on configuration items (CIs). ‘On source update’ triggers when the Source field of a configuration item is updated. This can be useful when using discovery...
Since the end of last year, it is possible in 4me to make a recurrent reservation for a configuration item. It is now also possible to discern with an automation rule whether a reservation is...
The Waiting until field is used to specify the date and time at which the status of a record is to be updated from ‘Waiting for…’ to ‘Assigned’. This field is available only when the...
The possibilities for basic text formatting within 4me have steadily increased over the years. One of them is numbered lists, which can have sub-lists (or nested lists) within them, to create structures like the table...
The 4me service automatically sends out email notifications to ensure that people are notified of updates in 4me that are important to them. An email template is used for each of the different notifications that...
When a request is grouped with another request or a request group, it only makes sense that the Desired completion date for all these grouped requests is the same. Until now, it was only possible...
A small usability enhancement has been made for Project Management. Often, when editing a project task to add an assignee for that task, a user will want to link him- or herself. This would then...
It is now possible to read the permissions on a person record with automation rules. Permissions is an array of type permission that exposes the following fields and roles: Continue reading
A new array function has been added to the automation rules. The detect function returns the first item in an array that matches the condition. It is similar to the select function, when that is...
Earlier this year, the customer representative(s) of an SLA were given more privileges in 4me. Since then, they are able to see the ‘All Requests’ section in 4me Self Service and also have access to...
A major new feature has been added to 4me®: Scrum support. Scrum is a framework within which people can address complex adaptive problems, while productively and creatively delivering products of the highest possible value. As...
In 4me self Service and in the 4me Mobile App it is now also possible to reverse the order of notes in requests, tasks, and other records that can contain notes. For this, the Sort...
It is now possible to add a description to any of the dashboards of the Analytics console. When editing the dashboard, a description field is now available. As this is a rich text field, the...
When representatives from 4me, customers, and partners convene in the city where East and West coalesce, you can be fairly certain that it will involve lively conversation and an inspiring ambiance. And great conversations were...
On the person record of someone who is a manager of at least one other person, a ‘Managing’ section has recently been added. When opening this section, everyone who reports to this person can be...
Last week, a new field was added to the task templates, making it possible to add a note to an approval task, or make a note required when completing any other (project) task. In the...
4me is delighted to welcome another gifted full-stack developer to the R&D department. Szymon Borucki has joined 4me in the role of Senior Software Engineer. He is based in The Hague in the Netherlands and...
With the latest SCRUM functionalities, 4me now fully supports agile software development on one unified platform. Software development teams no longer need other tools to plan, track and manage their agile software development projects. With...
The time that people spent on requests, problems, changes, and projects is importantinput for any support organization. For Managed Service Providers (MSPs) this data may even be used to charge their customers, generally by using...
The watermelon effect: This beautiful metaphor first popped up in the service management world during the early 2000s, and how relevant it still is! Anyone who has been involved in outsourcing services for a while...
The functionality that was added for the enhancement ‘Add a Note to an Approval Task’ also works for ‘Risk and Impact’ and ‘Implementation’ tasks and project tasks of the category ‘Activity’. Instead of three options...
By adding a new field to the task template record type, organizations can now decide for themselves if they want notes to be required, optional, or hidden for approval tasks. The Note behavior field actually...
Since the initial announcement of Google Maps support by means of a Location field in UI extensions, this functionality has been notably improved. Three very useful options have been added to the ‘Snippets’ section of...
It is now possible to change the avatar of a service instance. Up until now, the avatar would be the same as for the service it is related to. By being able to change the...
4me is excited to welcome another experienced Service Management Architect to the team. With the arrival of Moses Naicker, 4me solidifies its position in South Africa. Moses brings extensive service management experience, which he will...
Requests, tasks, and project tasks can all be created from or related to a template. Within their respective views it was already possible to show the related template, by customizing the columns of that view. ...
Recently, the 4me Specialist Interface was updated to hide the view pane when editing a record with notes, granting more space to work on that record while, if possible, showing the notes separated from the...
The execution of an automation rule is typically performed within seconds after it is scheduled. Sometimes though, while 4me is scaling up under load, it may take more time, even up to a few minutes....
When a specialist navigates to the ‘Automation Rules’ section of the Settings console, all generic automation rules are listed by module. This makes it easy to see which rules are executed on request templates, which...
Custom collection elements are special records that could not be registered using one of the standard record types available in the 4me service. Each custom collection element belongs to one custom collection. These custom collection...
The email template ‘Watchlist Item Updated’ is used to send notifications to users, which inform them of a status update or an added note to a request, problem, release, workflow, workflow task, project, or project...
A person record in 4me contains basic information about that person, which is always visible, such as their local time and their manager. It also contains detailed information, which is organized in sections that can...
The assignments in the inbox could already be filtered by the Agile board on which they were placed. Now it is also possible to filter these requests, problems, and tasks by a specific column of...
After several changes have been made to the placement of the ‘Notes’ section over the last few weeks, the section itself has now received an update, too. This update serves to make the notes easier...
When an end user adds a note to a request, it usually means that they asked for an update, or added important information to the request. When a specialist is assigned to this request, or...
Especially for enterprise organizations and MSPs, executed automation rules can originate in various accounts. For people tasked with troubleshooting, it can sometimes be challenging to identify the account where the rule was defined. When an...
It is not uncommon for organizations to work with various SaaS enterprise solutions; sometimes as legacy systems, or when working with other internal or external organizations. The 4me® App Store already boasts several standard integrations...
Short URLs are used to shorten the long URLs of website addresses, or for creating QR codes to easily share knowledge articles, dashboards, surveys, and much more. Short URLs can now also be created for...
Recently, UI extension fields that can be set to ‘Internal’ (by means of a checkbox named ‘Visible only to specialists, auditors, and account administrators of this account’) were made ‘Internal’ by default, following the principle...
The team at Joost-IT has just published the TOPdesk App on the 4me App Store. This one-way integration from 4me to TOPdesk SaaS is free of charge and available to all 4me customers. The app...
The Watchlist functionality helps both specialists and end users to easily follow requests and other records, even when these are not assigned to them. After clicking on the ‘eye’ icon, they get notified every time...
In problem records, the Analysis target field is used to specify when the current assignee needs to have completed the root cause analysis of the problem. It is now possible to check and update the...
When a provider must wait for some customer action before work on a request or task can continue, it should not be held accountable for SLA breaches. By setting the status of the record to...
One of the challenges of user interface (UI) design is the balancing act between content and white space: how to show as much information as possible without compromising usability. Different screen sizes must be taken...
Once a colleague told me in a desperate moment that “service providers often relate with problem management like young teenagers relate with sex: everyone talks about it but only a few have really put it...
Organizations that use 4meⓇ but also have a ServiceNow installation can now create and update incidents in ServiceNow directly from their 4me account. Such a scenario can occur, for example, when the Service Desk team...
With a UI extension, custom fields can be added to 4me forms. These fields can be given certain properties; to make them required, searchable, hidden, etc. For some categories, such as UI extensions for request...
Another webchat app is available from the 4me App Store: Click4Assistance. This app, which features an AI-powered chatbot called Coni, is aimed especially at the UK market. There, it has gained traction as an ISO...
We are proud to announce that 4me has been awarded the official USM compatibility certificate. It was found to be fully compatible with the USM requirements for a modern enterprise service management (ESM) tool. A...
In 4me®, notes added to requests, tasks, or other records are always read from top to bottom. Many requests have been registered to change this order, but, at the same time, many other people prefer...
Pie charts, donut charts, and (ungrouped) bar charts can now show either absolute numbers or percentages. For this, the option ‘Show percentage’ is added to these reports. When placing the mouse pointer over any of...
The Workflow Progress Tracker shows the individual phases of a workflow and the current progress of that workflow. It even shows the completion date or completion target of these phases, when a user hoovers the...
When importing records into 4me, the Source and SourceID fields are checked to see if a record already exists. This is also true when importing automation rules, which is done to transfer them between 4me...
It was already possible for account designers to define a maximum length of a text field within a UI extension, using the HTML attribute maxlength. Now, it is also possible to define a minimum length...
4me is delighted to announce that it-novum has joined the 4me Partner Network in the DACH region. it-novum is the leading IT consultancy for implementing Business Open Source solutions in the German-speaking market. As a...
The Workflow Progress Tracker allows requesters to track the progress of their requests, even when these are linked to a workflow. This progress tracker is presented at the top of any open request that is...
If a workflow task contains one or more automation rules, the automation rules icon is shown next to that task in the Gantt chart of that workflow. Clicking on that icon enables the user to...
The ‘Mention’ feature allows users to mention others when adding a note to, for example, a request or task. By mentioning someone, that person receives a notification with the note. A new setting has been...
Specialist Interface users with larger screens can now see the ‘Notes’ section of many record types separated from the other sections and basic information of those records. Making better use of the available screen real...
4me is delighted to welcome Klaas Vandeweerdt to the team in the role of Integrations Architect. Integrations are an area of strategic focus at 4me and Klaas adds many years of experience building 4me integrations...
In the ‘Search Phrases’ section of 4me’s Analytics console, the top 100 search phrases, their conversions and their conversion rates are listed. By default, the searches that were performed in the Service Desk console are...
We are delighted to welcome one of the most experienced service management and knowledge management experts around. Frank de Jong has joined the 4me team as Product Marketing Manager to help the team further develop...
What do the Colombian Peso, the Argentinian Peso, and the Chilean Peso have in common? Most of them are spent in South America. But also, these are currencies supported by 4me®. Organizations in Santiago, Valparaíso,...
4me is delighted to welcome another talented software engineer to its growing development team. Tina van Schelt has joined 4me in the role of Senior Software Engineer. Based in the Netherlands, she will focus on...
Custom views can be created for many of 4me®’s record types. They can be linked to a UI extension, to create lists out of which user can select items. Custom views can be filtered to...
It is now possible to access the creation date of a configuration item with automation rules. This can be useful if certain checks need to be executed on configuration items depending on their age, as...
In 4me® it is possible to send and receive emails to known and not-yet known users, directly from within the Request form. In the ‘Send Email from Request’ template, which should be prepared in order...
You probably know Murphy’s famous law and maybe you have already experienced it: "When things go wrong, anything that can go wrong will go wrong". There is one thing you should definitely have in place...
Two new reports are available from the ‘Reports’ section of the Analytics module: ‘Completed Requests by Hour’ and ‘Completed Requests by Day and Hour’. These reports can give insight to management whether the actual work...
In the ‘Account Trusts’ section of the Settings console, a person with the Account Administrator role can define how different organizations can work together in 4me. The options for assigning workflow tasks and project tasks...
Several years ago, I had an annoying issue on a website of mine due to a configuration error in a system managed by my internet service provider (ISP). I contacted my ISP’s support center and...
It is now possible to hide – and unhide – the menu sidebar. This can give users a bit more screen space, whenever they need it. A hamburger menu button is added to the top...
Reservations make it possible for organizations to allow their people to reserve certain configuration items for a period of time. A configuration item can obtain a certain status, however, that no longer allows it to...
The basic ‘All Configuration Items’ view shows the label, name, support team, status, and site of each configuration item (CI) that is registered in an account or its child accounts. The data in this view...
We are delighted to announce that 4me has received the G2 High Performer Summer 2022 badge. This High Performer badge is awarded to software vendors with high customer satisfaction scores. About G2G2 is a trusted...
4me is excited to share that CEO and founder Cor Winkler Prins appears in the latest episode of the Midstage Startup Momentum Podcast. The weekly podcast is hosted by startup coach Roland Siebelink and regularly...
When a specialist presses the Provide Feedback button of a knowledge article, a Standard Request form opens for submitting feedback. The rule that determines which team is selected in the ‘Assignment’ section of this RFC...
When an email is sent to 4me®, the Mail API ensures that the information in the body of the email gets added as a note in a new or existing request. When that email was...
Specialists who are looking for a request template that contains a specific UI extension can now use the added UI extension filter. It also includes a filter option to display only request templates that have...
Over the coming months the Virtual Agent will receive a number of upgrades. This first enhancement improves the results from a search using the Virtual Agent by including both the most relevant knowledge articles and...
An Interview with Thomas Fruhstuck — Chief Information Security Officer at 4me Thomas Fruhstuck is the primary contact for 4me customer’s information security and compliance officers. In this role, Thomas makes sure that 4me is...
In IT service management, Configuration Management is an IT management process that tracks individual configuration items (CIs, or assets) of an IT system. In Enterprise Service Management (ESM), not every support account that delivers services...
It is now possible to create custom views on workflows. This enables organizations to expose all (or a filtered subset) of the account’s workflows to their users through a UI extension. One specific use case...
4me® is a high availability system, which means that the percentage of time our service is available to the users is exceptionally high. Conversely, the amount of time the service is unavailable to our users...
Key contacts and customer representatives can see the ‘All Requests’ section in 4me Self Service. For persons with the Key Contact role, all requests that are related to the organization of the key contact are...
A new app has been made available from the 4me® App Store, albeit only for beta testing, for now. According to the description from QRatify, the provider of the app, the Intune Endpoint Manager app...
In several record types, the Supplier field is present for selecting the supplier organization that has been asked to assist with the request, problem, task or project. Working with external supplier organizations is commonplace in...
When an organization migrates from their previous solution to 4me, they generally want to import their legacy data, including requests. For this, an import CSV file can be created, which also includes all the notes...
4me is delighted to announce that Connor Pierce has joined the Sales & Marketing department as a Digital Marketing Specialist. Based in the UK, Connor will set up and maintain 4me’s email outreach, work on...
The email template fields can be used to customize the email notifications that 4me® generates. Three fields have been added to the long list of already available email template fields: updated_by_organization_name:The name of the organization...
Organizations that want to integrate 4me® with Azure DevOps can now easily do so. A new app has been added to the 4me App Store: the Azure DevOps app, by Expertize. This integration app works...
A new field type has been added to the ‘Snippets’ section of the UI Extensions form. The Location field adds a map, powered by Google Maps, to the record type selected in the Category field...
4me® is delighted to welcome Optimatis into its partner network as the very first partner based in Poland. The company has extensive experience in the implementation of IT solutions to optimize and automate business processes...
We are delighted to welcome back Andrew Smith, this time to the Customer Success team. As Customer Success Manager, he will be responsible for ensuring that existing customers get the most value out of 4me....
Auto-translation has been enabled for Welsh. People who prefer to communicate in Welsh in 4me® can now read and write notes in that language, even if other users do not speak it. World-wide, almost 800,000...
4me is delighted to welcome the perinova IT-Management Group (perinova IT-Management GmbH & perinova IT-Management Schweiz GmbH), one of the leading workplace experts in the DACH region, to the growing 4me partner network in Germany....
A few weeks ago, an enhancement was released that grouped time entries on requests, tasks, project tasks and problems by person, providing more overview when many time entries are registered on those records. On 4me®...
Since last year it is possible for specialists to customize what they see in views, by using the ‘Customize Columns’ option from the vertical ellipsis (⋮). The view can then be saved as a personal...
Customer satisfaction measurement is not just a metric for management reporting, it is a starting point for improving processes and services. That is why request records contain a field called Addressed, which is set to...
A little while ago, product backlogs were introduced, as a first step to providing Scrum support in 4me. It is now possible to add an estimate for complexity for each of the items on a...
4me welcomes EMOCOM Group into the 4me partner network. 4me is excited to be partnering with EMOCOM Group, a leading systems integrator and managed services provider (MSP) with its headquarters in Lagos, Nigeria. EMOCOM Group’s...
Automation rules consist of a trigger, one or more expressions, a condition and one or more actions. When creating the condition of an automation rule, the Boolean operators ‘and’ and ‘or’ were already available to...
An experienced Support Expert has joined 4me's Security and Compliance team. We are delighted to welcome Stefan Hofer to the team. Stefan brings over ten years of IT support experience, working for companies like APA-IT,...
It is now possible to create a new request in 4me from Slack, a messaging program for business. This can make it easier for an organization's customer support team to register a request when the...
4me is delighted to welcome Siân Seccombe to the team. Siân has joined in the role of RevOps Analyst and is based in London. Siân has spent the last three and a half years working...
Working in text fields is now considered user activity. To be clear: when a user has been inactive for a certain time, he or she must log in again. This time is the ‘Idle session...
After last week’s updates to the main page of the Service Desk console, the underlying pages have also received a makeover. The support domains, services, configuration items and other items that can be selected are...
When creating a UI extension, the snippet generator can be an invaluable tool. A small enhancement to this tool may make working with it even more enjoyable. When clicking the Insert Snippet button in the...
From a workflow it is possible to start a project. It is now also possible for an automation rule to access the workflow that started the project. One use case would be for an organization...
Automation rules can now access the child service instances of a service instance. This makes it possible for service providers to automatically assign a request to a team that is responsible for the child service...
For the second year running, 4me has been recognized as a Customers' Choice. 4me was named a Customers’ Choice in the 2022 Gartner Peer Insights 'Voice of the Customer': IT Service Management Tools (ITSM). 4me...
Last week’s release introduced the ability for a provider to stop the SLA clocks under certain conditions, using automation rules. This temporarily removes the accountability of a provider, for example when a workflow has to...
4me is happy to announce that another experienced sales enthusiast has joined to strengthen the growing 4me Sales team in the EMEA region. Stefanie Jörß has joined in the role of Sales Development Representative with...
Work continues on updating the 4me Specialist Interface. After updating the views, the previews, the font, the service hierarchy browser, the main menu and several smaller aspects of the user interface, the Service Desk console...
Since the previous release the customer representative(s) can see all requests and dashboards related to an SLA in 4me Self Service. It is now also possible to update customer representatives in an SLA using automation...
Several fields of project records that could previously not be accessed by automation rules are now available for automation. This concerns mainly the financial information of a project: effortvaluecost_of_effortcost_of purchasestotal_costbudget_allocated This allows an organization, for...
Organizations that want to better understand how their users use 4me can now install the Hotjar app from our app store. Hotjar uses heatmaps that help you see what people actually do; where they click,...
Service level agreements (SLAs) are established between service providers and customers to agree on a minimum service level. Whenever a request is registered, the clock of the affected SLAs starts running, so 4me can calculate...
As part of the redesign effort of the Specialist Interface, several new enhancements were introduced this week. The most striking change is undoubtedly that of the buttons of the five consoles, which are no longer...
The most recent audit of 4me’s System and Organization Controls (SOC) has been completed by Deloitte. The SOC 2 Type 2 report which resulted from this audit is now available. This SOC 2 Type 2...
Short URLs are used to shorten the long URLs for end users to access specific knowledge articles or request templates, amongst many other uses. To make it immediately clear to a configuration manager or account...
Reports in 4me can sometimes be displayed in several different ways, one of them being a Donut chart. Just as a Pie chart, it displays data as a circle where each segment represents a part...
When a user wants to see data related to a specific organization, it is possible to filter a report or other relevant records by that organization. If that user also wants to see data from...
The software development kit (SDK) for accessing the 4me v1 REST API via .NET has been completely revised. This makes it even easier for .NET developers to create apps and integrations for 4me that use...
It is now possible to duplicate UI extensions. This is especially useful when an account designer or administrator has to create many similar UI extensions. Instead of creating them all from scratch, they can now...
Many large organizations work with experienced contact persons who have a good overview of their business processes. These people are not necessarily specialists. Giving them the Key Contact role would give them the ability to...
It was already possible to create automation rules for specific project tasks, and to update the phase of a project task. Now it is also possible to create generic automation rules on project tasks. This...
Several new updates to the 4me Specialist Interface have been made. These are aimed at modernizing the interfaces, improving usability and readability, and making better use of the larger screen resolutions that have become more...
4me is delighted that Matthew Haigh has joined 4me’s Research & Development department in the role of Software Engineer. Matthew is based in Brisbane, Australia. While studying Electrical and Computer Engineering at the University of...
4me is delighted that SolvIT Networks has joined the growing 4me Partner Network in Serbia, Montenegro, Bosnia & Herzegovina, Croatia, North Macedonia and Albania. SolvIT Networks is a dynamic and efficient company that provides comprehensive...
In the ‘Translations’ section of the Settings console, the service categories, services, request templates and UI Extensions can be translated. Translating these records ensures that the end user sees them in their preferred language. These...
When someone is planning to be unavailable to work on assignments, they can specify this in the ‘Out of Office’ section of their profile settings. Here, it is also possible to set an approval delegate,...
Personal views allow users to filter and order any view in the Inbox, Records and Settings console and then save that view. It is now possible to create or update a personal view and make...
It was already possible to create automation rules on workflow templates, but so far only at the task level. Now it is also possible to create automation rules on workflows and workflow templates at the...
New person records in 4me can either be created by administrators or by service desk analysts. It was, until now, not possible for a person with the Service Desk Analyst role to update the Auto...
There are around 3 million native Lithuanian speakers in the world, so several of them are bound to use 4me. Support for this language has now also been added. This means that the user interfaces...
Time entries are used by people to report the time they spent on different time allocations. They are visible, for example, at the bottom of the request pages. When there are only a few time...
4me is delighted to welcome Murat Hedili to its customer success team. Murat joins in the role of Customer Success Manager to help customers in Turkey maximize the value they get from 4me. Murat brings...
Three new reports that are related to the Activity Monitor have been added to the ‘Reports’ section of the Analytics console: Logins agingPasswords agingCoverage of 2FA and When drilling down into the data of these...
4me allows attachments to be very large: files of up to 2 GB may be uploaded. It ensures that users do not need to worry about the size of the files they share in 4me. ...
Due to our rapid expansion in the Balkans and southeastern Europe it is not surprising that support for Macedonian was also requested, and now also available. The auto-translation capabilities of 4me have been extended to...
It is now possible to request the contact information of an organization via an automation rule. This can be useful when communicating with external organizations with which no trust relationship has been established. The example...
Since last week it is possible to dynamically add tasks to a workflow. This can be done with the help of automation rules. This functionality has now been expanded somewhat. It is now also possible...
In the Scrum framework, a product backlog refers to a prioritized list of functionalities which a product should contain. But simply put it is a to-do list of all the most important enhancements, problems and...
4me is delighted to welcome another colleague to its growing SDR team. Mara Stam has joined in the role of Sales Development Representative. Based in the Netherlands, she will help generate new leads and further...
All rich text fields in 4me allow for text to be highlighted in any color. This is a great feature which makes certain parts of the text stand out even more than bold or italic. ...
It is now possible to select multiple customer representatives per service level agreement. This is in essence a preparatory change for an enhancement (to be released at a later date) that will allow selected end...
It is now possible to add tasks to a workflow dynamically, using automation rules. This provides organizations with even more flexibility in deciding which tasks should be part of a workflow under different conditions. As...
As our partner network continues to expand, we sometimes welcome a new customer who works in a currency that we have not encountered before. It is then immediately added to the list of supported currencies,...
Now that automation rules are available on problem records, it is also possible to create an integration that works on problem management. For this, the generic automation rules on problems have been added to the...
When an incident occurs repeatedly, a problem manager can register a problem to prevent further recurring of such an incident. Subsequent incidents may be related to that problem, until its cause has been discovered and...
The order in which items in the views of the 4me Specialist Interface are displayed can now be completely adapted to the wishes of the user. Views may now be sorted on multiple columns, each...
After the recent enhancement that allows people to send an email directly from a note in a request, another powerful feature for sending emails from 4me has now been delivered: sending emails using automation rules. ...
When importing records into 4me, a CSV (comma-separated values) file or TSV (tab-separated values) file can be used. In countries where the decimal separator is a comma, double quotes need to be used to include...
It is now possible to concatenate arrays in automation rules. In the example that was given in a previous blog post about attachments in UI extensions and automation rules, two arrays of attachments were combined...
It is now possible to look up and update knowledge articles with automation rules. This can be useful in many scenarios. For example, for selecting relevant knowledge articles based on related services and keywords, and...
4me is delighted that SIAM service integrator and consultant Blueponte has joined the 4me Partner Network in Austria. Independent service integrator and SIAM expert Blueponte supports the integration of individual services into one complete unfragmented...
It is now possible for specialists to add or update the request template of an existing request using 4me Self Service or the mobile app. Thus far, this was only possible using the 4me Specialist...
4me has its own terms of use and privacy policy. These are published on our website, and on the bottom of the login screen. Organizations that use 4me may also want to show their terms...
It is now possible to ask a user to supply an attachment, using a custom field. It is also possible to use automation rules to access these attachments and add them to a note. To...
4me is delighted to announce that Hauke Lengnik has joined in the role of SDR Manager. Based In Germany, Hauke will help build out our growing worldwide SDR team. Hauke is a true sales enthusiast...
It is now possible to access SLAs using automation rules. This can be especially useful for managed service providers (MSPs) that have many customers, and therefore have many SLAs to maintain. Imagine, for example, the...
It was already possible to filter configuration items on their serial number. Now it is also possible to look up CIs by their serial number. This can be useful, for example, when a ticket must...
Last year, a new option in the ‘Self Service Settings’ section of the Settings console was added to allow people to register as end users for 4me Self Service. At that time, it was not...
When a team works without a coordinator, specialists of that team receive notifications for every request, problem or task that is assigned to that team. When that team or the number of assignments for that...
In 4me, teams can either work with a coordinator or without one. When a coordinator is specified, that person will receive all the team’s assignments that are not assigned to a specific member in his/her...
The ‘Automation Rules’ section within requests, tasks and project tasks is useful for a limited group of users but takes up valuable space in those forms that many users just scroll past. For this reason,...
In the View mode of a service offering, any request templates that have been disabled are displayed in a strike-through font, like this: Provide external hard disk drive. In the ‘Standard Service Requests’ section of...
When a task of a workflow cannot be completed - for example when an approval task is rejected - the workflow comes to a stop, with its status set to ‘Progress Halted’. Using automation rules,...
At some point a task in a workflow either fails, or succeeds. When it succeeds, the workflow continues. When it fails, the status of the workflow changes to 'Progress Halted', and the workflow is often...
When a request (or problem) is related to a workflow, the assignment is automatically set to the manager of that workflow. This makes sense in many cases, but in other cases, for example where the...
4me is delighted to welcome Pusch-Data to the growing 4me partner network in Germany. The company provides intelligent next-generation managed services, data analysis and security. Firmly rooted in the southern German region, they advise and...
The @Mention functionality in 4me is a powerful mechanism to communicate with people within an organization’s own account(s) and other trusted accounts, right from the related ticket. In some cases, however, an organization may prefer...
A new app has been added to the 4me App Store: the Atlassian Jira app, by Expertize. It is the first app available in our app store that is provided by one of our partners,...
Sometimes, when an approval is needed for a request, users want to continue working on that requests after that approval. Until now, the work would have to continue on a workflow, as approval tasks are...
A new filter has been added to the ‘Inbox’ view of the 4me Specialist Interface for ‘My Inbox’. This ‘Member’ filter allows users to see only requests that are assigned ‘to me’. Using such a...
People that access 4me will immediately notice the new login screen. It has been modernized, both visually and functionally. Single sign-on options are now presented first, as these are now used more often than the...
Changes and change-related concepts in 4me are now renamed to workflows and workflow-related concepts. This means that the 'Changes' section of the Records console is now called 'Workflows', and 'Change templates' are now 'Workflow templates',...
4me is excited to announce another talented addition to its growing development team. Ruben Hartog joins the company as Senior Software Engineer. He will be based in the Netherlands. Ruben brings valuable expertise and experience...
4me is delighted to welcome SilverStorm as its new partner in Southern Europe, the United Kingdom, Israel, and Latam. SilverStorm develops digital transformation programs oriented towards agile service and focuses on the combination of personalized experiences...
A new ‘Contract’ filter has been added to the Configuration Items views, to help financial managers and configuration managers find configuration items that are related to a specific contract, or find configuration items that have...
In some organizations, especially in large enterprises, the number of services and service instances can be quite large. Up to now, the easiest way to determine in which support domain account a service or service...
4me is delighted to announce its new partnership with Staun&Stender, a leading consulting and solutions provider in the Nordics. Headquartered in Copenhagen, they offer a wide range of services in IT Management, architecture management, and...
When an account administrator or account owner deletes a note, this action is now visible in the audit trail for that record. It also shows up in the ‘Audit Entries’ section of the Settings console,...
A standard integration with Stefanini's Sophie is now available as an app. Sophie is a virtual agent with natural language capabilities for human-like user support. She provides 24/7 first-level support. Sophie can help end users...
A new application has been added to the 4me App Store, ready to be used by all our customers. The 4me Lansweeper app is a one-directional out-of-the-box integration between Lansweeper Enterprise Cloud and 4me that...
As the organization continues to grow in the new year, 4me is delighted to welcome Tuan Vu in the role of Service Management Architect. Tuan is based in the United Kingdom, where he will help...
As the new year ushers in, this is a great time to look back at what will go down in the books as another incredibly strong year for 4me. The first indication of this already...
4me is delighted to welcome Ásamt Technology as its partner in Denmark. Ásamt Technology is a business solutions partner, delivering world-class applications to multiple areas of an organization. With a focus on Data Privacy and GDPR,...
