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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...
Year: 2023
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...
