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It is now possible to do a global search in 4me using automation rules. The results of that search can be used as the starting set for a further selection based on an attribute of...
Category: Automation
Automation rules can save a lot of time, and even mistakes, by automating predictable events in 4me, or events that occur often. In some cases, these automation rules can become quite long, containing multiple expressions...
In today's fast-paced digital landscape, businesses rely heavily on effective IT service management to ensure smooth operations. To achieve this, organizations leverage various discovery tools, such as Microsoft System Center Configuration Manager (SCCM) or HP...
In a move to better facilitate smooth workflow automation across enterprises and easy integration with third-party systems, 4me has teamed up with leading iPaaS (Enterprise Integration Platform as a Service) vendor Workato to introduce the...
Automation rules have just been made a bit more powerful for operations on arrays. So far, it was only possible to select the first (array[first]), last (array[last]), or a specific (array[3]) item in an array....
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)...
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...
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...
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...
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...
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...
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...
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...
It is now possible to use automation rules to retrieve information from configuration items that are related to another configuration item (CI). This can be useful when maintenance tasks must be performed on a configuration...
Automation rules were already available for many record types, including requests, problems, workflows, tasks, project tasks, and their respective templates. It is now also possible to build automation rules on person records. A typical use...
Automation rules can now access calendars in 4me, such as work hours or support hours calendars, or any other calendar. That calendar can subsequently be used to calculate a target time using a start time...
An enhancement of the in and not in operators of the automation rules have been made. Until now, these operators only accepted a comma separated list, as demonstrated in the expression check1 in the screenshot...
Several of 4me’s customers have requested the possibility to schedule exports of dashboards and send these as a PDF file in an email to internal or external stakeholders. It was, as a matter of fact,...
A new trigger option has been added for automation rules on configuration items (CIs). ‘On source update’ triggers when the Source field of a configuration item is updated. This can be useful when using discovery...
Since the end of last year, it is possible in 4me to make a recurrent reservation for a configuration item. It is now also possible to discern with an automation rule whether a reservation is...
It is now possible to read the permissions on a person record with automation rules. Permissions is an array of type permission that exposes the following fields and roles: Continue reading
A new array function has been added to the automation rules. The detect function returns the first item in an array that matches the condition. It is similar to the select function, when that is...
On the person record of someone who is a manager of at least one other person, a ‘Managing’ section has recently been added. When opening this section, everyone who reports to this person can be...
When a specialist navigates to the ‘Automation Rules’ section of the Settings console, all generic automation rules are listed by module. This makes it easy to see which rules are executed on request templates, which...
Especially for enterprise organizations and MSPs, executed automation rules can originate in various accounts. For people tasked with troubleshooting, it can sometimes be challenging to identify the account where the rule was defined. When an...
In problem records, the Analysis target field is used to specify when the current assignee needs to have completed the root cause analysis of the problem. It is now possible to check and update the...
When importing records into 4me, the Source and SourceID fields are checked to see if a record already exists. This is also true when importing automation rules, which is done to transfer them between 4me...
It is now possible to access the creation date of a configuration item with automation rules. This can be useful if certain checks need to be executed on configuration items depending on their age, as...
Automation rules consist of a trigger, one or more expressions, a condition and one or more actions. When creating the condition of an automation rule, the Boolean operators ‘and’ and ‘or’ were already available to...
From a workflow it is possible to start a project. It is now also possible for an automation rule to access the workflow that started the project. One use case would be for an organization...
Automation rules can now access the child service instances of a service instance. This makes it possible for service providers to automatically assign a request to a team that is responsible for the child service...
Since the previous release the customer representative(s) can see all requests and dashboards related to an SLA in 4me Self Service. It is now also possible to update customer representatives in an SLA using automation...
Several fields of project records that could previously not be accessed by automation rules are now available for automation. This concerns mainly the financial information of a project: effortvaluecost_of_effortcost_of purchasestotal_costbudget_allocated This allows an organization, for...
It was already possible to create automation rules for specific project tasks, and to update the phase of a project task. Now it is also possible to create generic automation rules on project tasks. This...
It was already possible to create automation rules on workflow templates, but so far only at the task level. Now it is also possible to create automation rules on workflows and workflow templates at the...
It is now possible to request the contact information of an organization via an automation rule. This can be useful when communicating with external organizations with which no trust relationship has been established. The example...
Since last week it is possible to dynamically add tasks to a workflow. This can be done with the help of automation rules. This functionality has now been expanded somewhat. It is now also possible...
When an incident occurs repeatedly, a problem manager can register a problem to prevent further recurring of such an incident. Subsequent incidents may be related to that problem, until its cause has been discovered and...
After the recent enhancement that allows people to send an email directly from a note in a request, another powerful feature for sending emails from 4me has now been delivered: sending emails using automation rules. ...
It is now possible to concatenate arrays in automation rules. In the example that was given in a previous blog post about attachments in UI extensions and automation rules, two arrays of attachments were combined...
It is now possible to look up and update knowledge articles with automation rules. This can be useful in many scenarios. For example, for selecting relevant knowledge articles based on related services and keywords, and...
It is now possible to ask a user to supply an attachment, using a custom field. It is also possible to use automation rules to access these attachments and add them to a note. To...
It is now possible to access SLAs using automation rules. This can be especially useful for managed service providers (MSPs) that have many customers, and therefore have many SLAs to maintain. Imagine, for example, the...
The ‘Automation Rules’ section within requests, tasks and project tasks is useful for a limited group of users but takes up valuable space in those forms that many users just scroll past. For this reason,...
It is now possible to use automation rules to update the members of a skill pool, and conversely to link a skill pool to a person. This can be very practical for making services available...
It is now possible to create an automation rule that looks up the people of an organization, or an automation rule that look up the time zone of a site. This can be useful, for...
Automation rules are used to automatically update 4me records when specific conditions have been met. They are triggered by events, such as the creation of a request or task, or an update of a specific...
Automation rules now allow delayed rules to be executed multiple times in a single automation chain. This also allows for the use of loops in automation rules, that can be used to send daily reminders...
It has been possible for a while now to cause a task within a change workflow to generate a new request based on a request template from a different internal or external provider. This can...
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...
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...
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...
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...
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...
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...
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...
