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