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This post lists small tweaks and enhancements that have been delivered by the Development team in the previous release. Continue reading
Year: 2023
Task templates are the latest addition to the Account Sync feature. When task templates are selected in a sync set, several related record types are also taken along in the export. For this release, the...
4me is delighted to welcome 42ANTS into its partner network in Germany. 42ANTS GmbH is a company with a clear mission: to help its customers design sustainable and stable organizations through innovative enterprise service management...
Not too long ago, an enhancement of the export functionality from views made it possible to export a view with personalized columns, filters, and sorting. A new enhancement has been made to this feature, which...
This post lists small tweaks and enhancements that have been delivered by the Development team in the previous release. Continue reading
Several synchronization options have been added again to the Account Sync feature, bringing the total number of available record types to 19. Below follows a brief description of the new additions. Knowledge articles and knowledge...
4me is delighted to welcome Optimize4U into its partner network in Türkiye. Optimize4U provides robust support to its customers, aiding them in the implementation of cutting-edge technologies for operational refinement, crafting customer-centric experiences to cultivate loyalty, and...
In the ever-evolving landscape of IT service management, a fundamental shift is underway, advocating a change in perspective that promises to enhance user experience and efficiency. The mantra is simple yet transformative: Talk Services, Not...
It is now possible to do a global search in 4me using automation rules. The results of that search can be used as the starting set for a further selection based on an attribute of...
The 4me® Account Sync feature, which makes it possible to easily copy configuration data to other environments, has once more been expanded. This time, a large part of the service catalog has been made available...
From the 'Projects' section of the Records console, project managers (but also any other person with the Specialist role) can access all open and completed projects. From there, it is possible to see the details...
Involving a person in a 4me record using the @mention function is a great way to call for help, or ask a person to take some kind of action. With the recent advances in AI...
A new section has been added to the 4me Settings console of the Specialist Interface: Data Integrity Reports. Here, users can check whether there are any records that are referring to other records that are...
Up to now, a specialist using 4me Self Service or the 4me mobile app would be limited to the search results that end users would also see. These include only requests, tasks, and project tasks...
4me is delighted to welcome Ainia Solutions Oy as its partner in Finland. Established in 2008, Ainia is a Finnish company that has made significant strides in the IT Service Management (ITSM) sector. The company...
Reservation offerings are used to define which configuration items (CIs) can be made available for people to reserve for temporary use. So far, these reservations have always been public: any user who was able to...
This post lists small tweaks and enhancements that have been delivered by the Development team in the previous release. Continue reading
Workflow summaries in PDF can be important for approvers when deciding if a task can be approved or not. These workflow summaries can be designed in the ‘PDF Designs’ section of the Settings console. To...
Most of the email templates in 4me are available by default, but those that are necessary to send emails from requests, workflows, and other record types must first be created by an account administrator or...
The field names of custom fields defined in UI extensions in 4me could already be translated in the ‘Translations’ section of the Settings console, but now the contents of those fields can be translated as...
In a 4me record such as a request, a number of people can be involved. These can be the person who requested the ticket, the person for whom it was requested, specialists who wrote notes,...
Since the original release of the 4me Account Sync feature, a number of record types have been added to the list of records that can be synchronized between different environments. As of today, that list...
Specialists in organizations that have time tracking enabled in 4me sometimes find it difficult to determine how long exactly they have worked on a specific request, task, project task, or problem. In many cases, they...
In quite a few organizations that use 4me, email is still an important form of communication around the fulfillment of requests. This is often referred to as Customer Service Management, or CSM. For this reason,...
Recently, the 4me® Account Sync feature was released, making it possible to easily transfer configuration data between environments, in a controlled fashion. The initial release allowed for the synchronization of a limited number of record...
Whenever a specialist logs in to 4me, all requests, problems, tasks, and project tasks that are relevant to that person’s work are immediately visible in the Inbox. To be able to show those records to...
This post lists small tweaks and enhancements that have been delivered by the Development team in the previous release. Continue reading
The functionality that allows for sending emails directly from 4me has received the first usability update in a series of enhancements that will be implemented in the next few weeks. This enhancement concerns sending external...
One of the most requested features by 4me customers, and the highest prioritized enhancement during last October’s CAB event in Istanbul, is the ability to transfer configuration data between environments. That means, for example, to...
This post lists small tweaks and enhancements that have been delivered by the Development team in the previous release. Continue reading
Recently, a second view of the change calendar was added, in which potential conflicting tasks of workflows are hidden from view. This allows change managers to get an easier overview of all the open workflows....
The ‘Resource planning’ section in the Analytics console is an indispensable instrument in the toolbox of project managers. It allows them to make sure that the members of the project team do not have too...
4me is excited to welcome Streamline Partners and strengthen its ANZ partnership portfolio. Since its launch in Australia in 2021, 4me is now used by larger enterprises, government bodies, and MSPs. With the increased interest...
Shop articles can now appear in the global search of both 4me Self Service and the Specialist Interface. When a shop article search result is followed in self-service, the user will be taken to the...
Automation rules can save a lot of time, and even mistakes, by automating predictable events in 4me, or events that occur often. In some cases, these automation rules can become quite long, containing multiple expressions...
This post lists small tweaks and enhancements that have been delivered by the Development team in the previous release. Continue reading
The ‘Aging’ reports present how long records in 4me have been in a certain status or condition. The ‘Open Requests Aging since Registered’ report, for example, shows the number of not completed requests, grouped in...
4me exports are, in principle, technical exports. This means that they can be used to import the same (or adjusted) data back into 4me. This also means that these exports are not necessarily created for...
In today's fast-paced digital landscape, businesses rely heavily on effective IT service management to ensure smooth operations. To achieve this, organizations leverage various discovery tools, such as Microsoft System Center Configuration Manager (SCCM) or HP...
Audit trails are there so that every update on a record is captured for possible analysis later. Some audit trails have become rather long, and are difficult to navigate. For that reason, two changes have...
The Service Navigator, located in the Analytics console, provides an interactive graphical presentation of the dependencies between services and their constituents. By showing whether any of the service categories, services, service instances, or configuration items...
The Request note field has been added to the ‘Request Generation’ section of a task. This probably needs some explaining. In 4me, not only can a request start a workflow, but a workflow task can...
4me is delighted to welcome Solis and Luna into its partner network in South Africa. Founded in 2021, Solis and Luna is a Proudly South African ITSM service provider. They are a Level One BBEE...
For many organizations the summer holiday period is approaching and that means that delegates will be appointed more often to take over approval tasks. If an approval delegate was selected in an out of office...
Account trusts allow organizations to establish trusted relationships with other accounts in the business ecosystem. They empower organizations to collaborate securely and efficiently with external entities, extending their service management capabilities and promoting effective communication...
Today at the 4me Connect 2023 event, 4me announced a strategic growth investment led by PSG, a leading growth equity firm partnering with software and technology-enabled services companies to help accelerate their growth. Additionally, the...
Project managers will know that projects rarely go exactly as planned. To help them have a complete overview of the most important indicators of a project at any time, they have the project baselines available...
4me is delighted to welcome ITOne Infotech as its partner in India. ITOne Infotech is a leading IT services and technology company with many years of experience in information technology, bringing customers in India high-impact...
Two-factor authentication (2FA) is an identity and access management security method that requires two forms of identification to access data. Users of the 4me® Service can set up 2FA to securely access 4me, from the...
The Broadcast feature is a great way to send a message to a specific group of 4me users, displayed right in the Specialist and/or Self Service interface. These messages can be of type Outage (or...
In a move to better facilitate smooth workflow automation across enterprises and easy integration with third-party systems, 4me has teamed up with leading iPaaS (Enterprise Integration Platform as a Service) vendor Workato to introduce the...
Automation rules have just been made a bit more powerful for operations on arrays. So far, it was only possible to select the first (array[first]), last (array[last]), or a specific (array[3]) item in an array....
Account designers and administrators are now able to export and import custom views. This can be useful, for example, when custom views have been created in a QA environment. After these custom views have been...
Two weeks ago, a new ‘Phase’ filter option was added to reports related to workflows that are not yet completed, such as ‘Open Workflows by Manager’ and ‘Open Workflows by Service’. It only made sense...
Sometimes, end users of the 4me Service need to be able to see more information of a record than they are able to out of the box. This could be the case when an end...
4me is a knowledge-centered service management tool. This means that gathering and reusing knowledge lies at the heart of the system. End users are presented with solutions to common issues and specialists are encouraged to...
We are delighted to welcome Ian Dayan to the 4me team in the US. Ian has joined in the role of Sales Development Representative. Based in New York, he will help further grow the US...
Organizations that, in addition to 4me, use a financial system in which invoices are created or maintained, often need a way to relate the invoices in both systems to each other. A Financial ID field...
An end user or a monitoring tool can submit requests by sending email to the email address of a service provider organization’s 4me account. This is taken care of by the Mail API. This way,...
Earlier this year, 4me introduced the Support Chat feature, which enables end users in 4me Self Service to start a chat with a specialist from the Service Desk team. This feature has now been given...
End users can see the configuration items that have been related to them in 4me Self Service, after navigating to ‘My Assets’. Until now, the information there was limited to the name, status, support team,...
4me is delighted to welcome Bright Brains into its partner network in the Middle East and North Africa. Bright Brains is a leading professional services company in UAE and the best IT Services Company in...
A new app has been added to the 4me App Store: Jamf. Jamf is a mobile device management system for Apple. This app manages assets from Jamf within the CMDB of an organization’s 4me account,...
When the 4me service is set up and it is used by multiple support domains of the same organization, a directory structure is created with several support domain accounts. If, at any time, it is...
We are proud to announce that for the third year running, 4me® has been recognized by its Peers as a Customers’ Choice. 4me was named a Customers’ Choice in the 2023 Gartner Peer Insights ‘Voice...
Since last week, a feature is available in production that allows for workflows to be automatically generated for recurring maintenance tasks of configuration items. Because it was assumed that this feature was only relevant for...
A few weeks ago, the new workflow status ‘In Progress’ was introduced, replacing the old statuses ‘Risk & Impact’, ‘Approval’ and ‘Implementation’. This means that whenever a workflow task of the category ‘Risk & Impact’,...
It is now possible for persons with the Financial Manager or Account Administrator role to relate effort classes to a skill pool. This change was made to limit the chances of specialists selecting an incorrect...
4me can quickly, easily, and securely be set up to suit a wide variety of organizations, ranging from typical IT organizations and other service domains to enterprises and complete business ecosystems. 4me is also often...
Since the start of this year, 4me® has introduced several enhancements to make it easier for managed service providers to use the 4me data to generate invoices for their customers. One of these was the...
4me is delighted to welcome Pink Elephant Education & Technology into its partner network in the Netherlands and the UK. Read the full press release here. Leading global service management specialist Pink Elephant helps organizations...
Since a few months it is possible to define SLA Notification schemes and relate these to the ‘Response and Resolution Targets’ section for incidents with impact ‘Low’, ‘Medium’, ‘High’, and ‘Top’. This is done to...
When a 4me® account is set up as an integration point with an organization that uses another service management tool, it can be useful to be able to quickly view a request in the external...
A new email template has been added, giving account designers and account administrators the possibility to customize the notification email that is sent when an export is finished, and ready to be downloaded. At the...
A new report has been added to the ‘Reports’ section of the Analytics console, called ‘Registered Requests by Site’. This report shows the number of requests registered in a given time interval, grouped by site....
4me is delighted to welcome Techly AS to its partner network in Norway. Through many years of experience in using and implementing ITSM solutions, the people at Techly AS have experienced a high degree of...
When a task needs to be performed on a regular basis then it is best to create a recurring workflow for this in 4me. An example of this is maintenance tasks for configuration items. But...
4me is now available to enterprises that need to follow strict compliance to ensure that their data does not leave Switzerland’s legal jurisdiction. By relying on Amazon Web Services (AWS), 4me can store and process...
Recurring processes in 4me can be set up quite flexibly. Repeats can be set to daily, weekly, monthly, or yearly and depending on that cycle the recurrence may be defined for one or multiple months,...
4me is delighted to welcome Kompaneers into its partner network in Germany. Kompaneers supports its customers holistically with excellent methodology, from the strategy and the digitization concept, through the processes and their implementation in custom-fit...
When querying the 4me person records for an address using the Addresses field, the complete address is returned. It was already possible to retrieve just the name of the city, but querying for the country...
The possibilities for automation rules on products have been expanded a bit. It is now possible to access the configuration items that are related to a product. These can then be filtered using the select...
In many cases, requests are created from a template, when an end user registers it from 4me Self Service. It is also possible to set the template afterwards, either using the Service Hierarchy Browser (SHB)...
Since a few months it has been possible for organizations to allow guest users to access their self-service portal. This feature is mainly used by local governments that provide a portal, or retail organizations that...
In most column and line charts, a new visualization option ‘Show horizontal line at…’ is now available. Selecting this option prompts the user to enter a number. A horizontal, dashed line is then added to...
Based on the service hierarchy, the 4me service provides a sophisticated mechanism for generating accurate real-time SLA reporting. The input for the SLA reports is the affected SLA records (ASLAs), which are automatically generated when...
The support ID is a number or code that a service desk analyst can ask the person for when the person contacts the service desk for support. Some organizations use the security badge numbers of...
4me is delighted to welcome AXSOS AG to its partner network in Germany. The IT infrastructure is the central interface for company services and processes, and AXSOS aims to provide its customers with the complete...
We are delighted to welcome Jeannine Balsiger to 4me’s DACH team as Business Development Director. Based in Munich, she will help organizations in the DACH region benefit from new service management capabilities. Jeannine brings over...
When a workflow in progress contains multiple tasks of different categories (‘Risk & Impact’, ‘Approval’ or ‘Implementation’), the workflow status is set to the category of the open task that was started most recently. This...
4me is delighted to welcome IT Naledi Solutions to its partner network in South Africa. IT Naledi Solutions is an IT infrastructure outsourcing and managed services business headquartered in Cape Town with national offices in...
4me is delighted to welcome Cameron Aaron to the team as a DevOps Engineer. Based in Los Angeles, Cameron will help manage 4me’s massive global cloud infrastructure. Cameron brings over five years of experience in...
When the 4me Shop was introduced at the end of last year, it was only made possible for people to order something for themselves. It didn’t take long before requests started coming in for a...
We are happy to announce that 4me has been awarded another SERVIEW CERTIFIEDTOOL certification, this time in the Agile Product Development category. With this seal of approval, SERVIEW confirms that 4me fully supports agile SCRUM...
A new app has been added to the 4me App Store. The Microsoft Intune App, provided by Expertize, lets organizations manage their assets from Intune within the CMDB of their 4me account. This service creates...
A subtle but for knowledge management important change has been made to the way knowledge articles are stored within a request. One of the strengths of 4me® is the ease of assigning requests to teams...
When a knowledge article is created from a note within an incident (or RFI), or when an existing knowledge article is applied to an incident using the Apply button next to an article in the...
The data entered on a request form or task form is often also important for performing follow-up tasks. For that reason, many organizations in 4me® use automation rules for copying those custom fields to the...
With growing watchlists, the need to maintain those lists also grows. Every record that a person is watching is added to the Watchlist view, which is an alternative view to the Inbox view: A watchlist...
Since the release of the enhancement that made it possible to add people to the watchlist of a request, while also being able to see who is watching that request, the use of the Watchlist...
People from organizations that work with agile boards often also use the Inbox to know which assignments they should be working on. Since it was made possible to create personal views and defining those as...
The Skill Pool filter has been added to tasks. Both from the ‘Tasks’ section of the Records console and from the task-related reports from the ‘Reports’ section of the Analytics console, it is now possible...
Whenever a note is added to a record, notifications are sent to the people for whom that record is relevant, depending on their notification settings. This also happens whenever an automation rule or integration adds...
With the recent enhancement that makes it possible to relate effort classes to service offerings, a large step was taken in enabling MSPs to invoice the services they provide to their customers using 4me data. ...
4me was awarded another SERVIEW CERTIFIEDTOOL certification, the independent seal of quality for outstanding software solutions, this time in the “Supporting Service Management“ category. 4me was already certified by SERVIEW in the categories ITIL Service...
A few weeks ago, as a first step for introducing billing integration, it was made possible to relate effort classes to service offerings from within a service offering. As a usability improvement for financial managers...
In some organizations, UI extensions are becoming quite large and complex. To ensure a good understanding of the purpose and dependencies of each UI extension, a Description field has been added to UI extensions in...
Four new reports have been added to the ‘Reports’ section of the Analytics console. These reports provide overviews of the internal, external, and trusted organizations that are visible to the account the person is currently...
In a move to better facilitate smooth workflow automation across enterprises and easy integration with third-party systems, 4me has teamed up with leading iPaaS (Enterprise Integration Platform as a Service) vendor Workato to introduce the...
A new category for workflow tasks has been added to tasks and task templates. In addition to Risk & Impact, Approval, and Implementation tasks (and the Fulfillment Placeholder task, which was added for the 4me...
Last year, a feature was introduced that enables people to send and receive emails to known and not-yet known users, directly from the Request form. Those emails are added as notes within that request, and...
When a request is forwarded to a trusted account, specialists within that account can continue to access that record, even after it is no longer assigned to someone from that account. This works differently for...
4me is delighted to introduce end-to-end enterprise technology service provider 4BREEZE as its partner in the Czech Republic. Based in Prague, 4BREEZE provides a specialist set of IT Service Management, Enterprise Service Management, and integration...
A small usability enhancement has been made to automation rules on request templates. Unlike automation rules on task templates, which can be edited either on the task template or on the task itself, request template...
Since a few weeks, the information that is necessary to identify a request in a supplier’s service management system that is different from 4me, is no longer stored per request but per account. This ensures...
After a request has been completed for an end user, this person is able to reopen this request during the next 28 days. After that period, it is also no longer possible to provide feedback...
The Reference feature in the Note fields of requests, workflows, and many other records makes it possible for specialists to include references to other 4me records in their notes. This include knowledge articles. When a...
Sometimes, an end user’s query is best resolved with a quick chat-session with a specialist from the service desk team. Especially when the information exchange is fully captured and integrated within the service management solution....
Six new reports have been added to the ‘Reports’ section of the Analytics console. The first of these, the metric ‘People’ report, shows the number of people of the account the user is currently working...
A person with the Account designer or Account administrator role can now see a new option in the Actions menu for all record types in view mode in 4me: ‘Copy NodeID’. Selecting this option copies...
When a service desk analyst opens the Service Desk console to assist someone, the recent requests of that requester are immediately visible to that analyst. Until now, the open request were shown first, and then...
When an organization has set up a 4me® account that is used only as an integration point for one of its external providers, it is important to know how requests are identified in the ticketing...
Another year over, and a new one’s just begun. Traditionally, time for us to write a blog about the past year in retrospect. This time however, we would also like to give you a sneak...
4me is delighted to announce that it has been awarded 15 badges in the G2 Winter 2023 Reports. Easiest Setup and Easiest To Do Business With are two new enterprise distinctions that 4me is particularly...
4me is delighted to welcome Yörenet Teknoloji Turizm ve Ticaret A.S. as its partner in Türkiye. Established in 2000, Yörenet focuses on providing its customers with cutting-edge digital transformation solutions and consulting services. Leading tech company...
4me® has started with an initiative to make it easier for MSPs (Managed Service Providers) to use the 4me data to generate invoices for their customers via an integration with their invoicing tool. Next to...
Requests, (project) tasks and problems can be forwarded to other team members or (members of) other teams by pressing the Forward selected assignment… button in the header bar by the person to whom that assignment...
The change calendar provides a graphical overview of the tasks that are scheduled to be completed in the near future, as well as the tasks that were recently completed. When two tasks overlap in the...
A new filter has been added to four task-related reports. The ‘Template team’ filter shows only those tasks that were assigned to a specific team, as defined in the task template. This filter can be...
4me is delighted to welcome Global Advisory Solutions, as its partner in Latin America. Based in Panama, GLOADSO will help increase awareness and engagement of the 4me enterprise service management solution within the Latin American...
When a person’s approval is needed for a task or a project task, and that person has not turned off email notifications, an email is sent that can contain links to approve or reject the...
