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To give knowledge managers and other users more insight into who performed the latest update to a knowledge article, the Updated by column is now available for the ‘Knowledge Articles’ views via the ‘Customize Columns’...
Author: Patrick Bakker
A year after the socially distant but highly interactive and fruitful online CAB meeting of 2020, we were happy to finally be able to meet with representatives from our valued customers and partners in person...
Rich text boxes can become very long, for example when extensive instructions are placed in a knowledge article. To format text at the beginning of the article would in those cases involve a lot of...
New filters have been added for the product and configuration items record types. In the ‘Products’ view, products can now be filtered on ‘model’. In the ‘Configuration Items’ view, CIs can now be filtered on...
Due to the way HTML code is sent from Microsoft Office applications to the clipboard when copying data, it had so far not been possible to copy text and images at the same time from...
In the ‘Reports’ section of the Analytics console, several reports can be found that present data about SLA targets that were either met or violated. To give organizations better insight into the specifics and numbers...
To accurately determine the amount of time spent on changes and compare that to the time that was planned to be spent on them, it is important to also include time spent on related requests...
4me now generates at least one expense record for every invoice. Invoices that are depreciated or amortized over time will have an expense record for each month that falls in the depreciation or amortization period. ...
As service cost tracking is becoming one of the central pillars of 4me, several more adjustments have been made to the Invoice form. With last week’s enhancements regarding invoices for configuration items, the possibility for...
Custom suggest fields can be added to UI extensions when it is necessary to ask users to select a value from a list of organization-specific options. Now it is possible to create dependencies between such...
When an invoice is linked to a configuration item, the financial manager can choose the depreciation method. When an invoice is linked to a change, contract, SLA, FLSA or project, an ‘Amortize’ checkbox is shown. ...
It is now possible for a person with the Financial Manager role to link an invoice to one or more configuration items (CIs) or to directly add an invoice from within a CI record. After...
It was already possible to use automation rules to look up the addresses of sites. Now it is also possible to create an automation rule that automatically retrieves the address of an organization, or the...
Time entries can sometimes be visible between trusted accounts. For example, when a time entry is registered by a specialist of a service provider for a change or project task that was assigned by a...
A new option in the ‘Self Service Settings’ section of the Settings console makes it possible to allow people to register as end users for 4me Self Service. This new functionality can be very helpful...
More sharing options within the account have been created for dashboards. So far, it had only been possible to keep a dashboard private, or make it visible to anybody of the account who has access...
It is now possible for a person with the Key Contact role to view dashboards directly from 4me Self Service. For this, the dashboard needs to be shared using a new setting that is available...
People with the Specialist role can edit their own dashboards, while people with the Account Designer or Account Administrator role can edit all dashboards. To avoid that a dashboard is edited without the knowledge or...
In recent enhancements, it has become possible to relate invoices to projects, and after that to changes, contracts, service level agreements and first line support agreements. Soon, it will also be possible to link an...
It is now possible for organizations to define the region of their trusted and external organizations. This allows MSPs, for example, to group their customers into regions and generate reports not only on individual customers,...
In November last year, 4me introduced 4me Connect, allowing specialists to call other users with audio and video. This feature has now received a major update: instead of a video-calling feature with a chat option, ...
It is now possible for organizations to receive quantitative feedback from the users of the services about the perceived quality of those services. Account designers and account administrators can create surveys for people to rate...
Reports in 4me can contain several series of data at the same time, presented in different graphs, sometimes even of different types. While this is a very powerful way to present data, it sometimes helps...
With the 4me BMC Client Management Connector our customers have another smart solution to add and maintain reliable asset data in their 4me account. BMC Client Manager (BCM) Asset Management software monitors all systems on...
Timestamps are essential for defining when a certain event occurred. Many different formats for timestamps exist, depending on the needs of a system’s users. ISO 8601 is an international standard covering the worldwide exchange and...
Since the Financial Manager role is authorized to update the financial information of a number of record types, a person with this role can now also import the financial information of those record types. This...
4me now supports the WebP image format for avatars. WebP is an image format that has a better size to quality ratio than other common image formats. Avatars for persons can now be uploaded in...
Skill pools are groups of people who share a specific capability. A fixed hourly cost can be attributed to a skill pool to help project managers estimate the cost of tasks for which the specific...
Data security issues should be reported and taken care of as swiftly as possible. Organizations that work with both 4me service management and the Open Raven data security platform will therefore be pleased to learn...
Request templates can now be filtered by change manager and by change template. This can be useful, for example, when someone from the organization needs to find request templates that are linked to a specific...
To give organizations more insight into how time was spent within a specified date range, and what the accumulated cost for that time spent was, four new reports and two new filters have been added....
It is common for 4me customers to outsource the setup and maintenance of their 4me accounts to a 4me partner organization. To facilitate this, the customer can share the Account Administrator role of its 4me...
It is now possible to create an automation rule that looks up the agile board of a team. This makes it possible, for example, to create an automation rule that places a request on a...
When the Financial Manager role was introduced, it was authorized to maintain the information in the ‘Financial Details’ section of product, CI and person records. From the account’s Records console it could only access the...
Request templates are now accessible by automation rules. This means that organizations can now automatically apply a request template to a new or existing request. Request templates can be selected within automation rules using the...
Since the beginning of last June, it has been possible for end users to withdraw their request in 4me Self Service, when they no longer need the request to be completed. A few more enhancements...
To allow people to customize what they see in views, they can now specify which columns should be included in table views. They can also dictate the order in which these columns are presented. Customizing...
Some small enhancements have been made to make the ‘Account Trust’ view more user friendly for accounts that have a lot of trusts with other accounts. When the trusted account is a support domain, the...
To give insight into how request registrations are distributed over time, two new reports have been created: ‘Registered Requests by Hour’ and ‘Registered Requests by Day and Hour’. Organizations can use the information these reports...
As part of our financial management initiative, another important milestone has been reached in the form of multi-currency support. Since many organizations have international offices, hire staff abroad and acquire assets in multiple currencies, financial...
Whenever an action is about to be taken in 4me that creates a billable user, a warning message is now displayed. This notification ensures that administrators are made aware when an action they are about...
Changes in organizations, for example when teams merge or people depart, usually mean that assignee(s) or the team of task templates needs to be updated. To accommodate organizations in these and other situations, a number...
The ability to use automation rules to look up the service provider of the service of the service instance of a request has been added. This can be useful, for example, when information needs to...
Since last month, the ability to register invoices has been extended from projects to changes, contracts, service level agreements and first line support agreements. Now, financial managers are also able to add new invoices from...
Last week it was announced that new reports on task completion duration have become available. In general, information about resolution duration for tasks, requests and other record types can be important for organizations to monitor...
Widgets are convenient tools that help organizations add meaningful content to their 4me Self Service homepage. One of the most used widgets, the User Name widget, has just been enhanced so that it self-adapts to...
Another new filter has been added to the ‘Service Level Agreements’ view of the Records console. The Coverage filter selects SLAs based on the defined group of people that are covered for a certain SLA....
It is now possible to set and update the Created by field of knowledge articles using the import functionality of 4me. This can be important for organizations that want to migrate their knowledge base from...
Reports, including all selected filters and other presentation options, can now be directly added to existing or new dashboards. This eliminates the need for a specialist to recreate these choices when the report needs to...
A new filter has been added for the All Requests view in 4me Self Service. With the Requester filter, only requests from a specified requester is shown. This filter works on the Requested For field,...
A new function has been added to the automation rules to provide more flexibility when working with strings. The Join function creates and returns a new string by concatenating the elements in an array, separated...
As most changes consist of several tasks, it can be interesting for an organization to gather data about the completion duration of the individual tasks. Two new reports have been created for this purpose. The...
A new filter has been added to the SLA reports that can be found in the ‘Reports’ section of the Analytics console. This new filter is called ‘Request source’. It can be used to limit...
It was already possible to use a filter for change views and reports on ‘Requester organization’. Now it is also possible to apply this filter on task views and reports. This enhancement gives service providers...
When a request is linked to a change, it is possible to close the request before all the tasks related to that change have been completed. In most cases, such requests should not be completed...
Since last year it is possible to define personal views in 4me. From any of the standard views of the Inbox, Records and Setting consoles, and even from drilldown views of reports in the Analytics...
Since the previous release, invoices can be related to changes, projects, service level agreements, first line support agreements and contracts. Depending on which record type a financial manager selects, the Supplier field can now be...
SLA reports show both the target and actual level of service provided for the KPIs ‘Availability’, ‘Reliability’, ‘Responses within target’ and ‘Resolutions within target’. For people who want to know exactly how the actuals are...
When an approval task for a change or project is assigned to its approvers, 4me generates a separate approval summary for the recipients. This summary is attached as a PDF file to the email notification...
People in Iceland can now submit requests in Icelandic. 4me will automatically translate these requests into the preferred language of the specialists who open them, provided that these specialists have the Auto translation option activated...
When the account owner of a newly created support domain account goes to the Settings console and opens the ‘Account Settings’ section, this person will see that the following checkbox is not checked: Internal notes...
The Organization Region filter on dashboards now allows the selection of the region from any of the following organizations: Organizations registered in the dashboard’s account and its directory account; Organizations that are the service provider...
Invoices could already be related to projects. As another step to make it possible to break down the costs incurred by a service provider organization by service, invoices can now also be related to changes,...
Rich text fields now accept data copied from Microsoft Excel, OpenOffice Calc and Google Sheets. When cells of a spreadsheet are copied and then pasted in a Note field, or any other field that supports...
Many teams have already prepared an agile board for their members. That makes it possible for the team members to pick up work from their team’s board. Requests, problems and change tasks could already be placed...
The values of a few more fields can be retrieved and manipulated using automation rules. The product fields Brand, Category, Model and Product ID have been added to the list of fields that can be...
When someone performs a search in 4me Self Service, the search results may contain several services. For each service, 4me now also displays the support domain and service category. The extra information is mainly intended to...
SERVIEW, the German-based management consultancy known in the industry for its independent software solution analyses, has once more given 4me the SERVIEW CERTIFIEDTOOL award, this time for the latest edition of ITIL. The rigorous assessment...
Customers of Amazon Web Services (AWS), the world's most comprehensive and broadly adopted cloud platform, can now go to AWS Marketplace to procure and set up their 4me account. AWS Marketplace is a digital catalog...
4me has been recognized as a leader among ESM tools providers in Germany. ISG’s Enterprise Service Management Tools quadrant compares software vendors for automation of cross-organizational processes based on existing functionalities, integration capabilities through standardized program...
Computer trouble can be hard to understand for non-specialist users. For this reason, most, if not all, computer repair and support technicians are familiar with the dreaded “it does not work” trouble ticket. Tier2Technologies invented...
4me has been recognized with the Gartner Peer Insights Customers’ Choice distinction for IT Service Management (ITSM) tools. Being placed in the Customers' Choice quadrant of the 2021 Gartner Peer Insights 'Voice of the Customer':...