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The Broadcast feature is a great way to send a message to a specific group of 4me users, displayed right in the Specialist and/or Self Service interface. These messages can be of type Outage (or...
Category: Incident Management
Sometimes, an end user’s query is best resolved with a quick chat-session with a specialist from the service desk team. Especially when the information exchange is fully captured and integrated within the service management solution....
When a service desk analyst opens the Service Desk console to assist someone, the recent requests of that requester are immediately visible to that analyst. Until now, the open request were shown first, and then...
Earlier this year, it has become possible to send an email from a request. That email becomes a note, as well, and replies to it also turn into notes within that request. Not long after...
4me informs users about impending (and active) target breaches using color codes, both in the Target column of the views and in the record headers. But sometimes, especially in the case of resolution targets for...
When multiple requests are grouped into one request group, that request group contains a section ‘Grouped Requests’, which is collapsed by default. Because the number of requests that are grouped together can be an indication...
You probably know Murphy’s famous law and maybe you have already experienced it: "When things go wrong, anything that can go wrong will go wrong". There is one thing you should definitely have in place...
Several years ago, I had an annoying issue on a website of mine due to a configuration error in a system managed by my internet service provider (ISP). I contacted my ISP’s support center and...
It is now possible to create custom views on workflows. This enables organizations to expose all (or a filtered subset) of the account’s workflows to their users through a UI extension. One specific use case...
Many large organizations work with experienced contact persons who have a good overview of their business processes. These people are not necessarily specialists. Giving them the Key Contact role would give them the ability to...
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. ...
To enable organizations to measure the performance of the support teams that are responsible for a service instance that is or was affected by a request, the 4me service generates affected service level agreements (ASLAs)...
When an administrator or service desk manager creates a broadcast, the audience for that broadcast can be selected in the ‘Visibility’ section of the form. For organizations that use a directory account, the option ‘All...
Up to now, most widgets that can be placed on the 4me Self Service homepage did not have built-in headings, but the ‘my_open_requests’ and ‘my_completed_requests’ widgets did. This inconsistency, in some cases leading to an...
Whenever a major incident happens that affects multiple users, it is possible in 4me to create a broadcast that is sent to specific groups of users to inform them about the unavailability or degradation of...
It was already possible to cause a task within a change workflow to generate a new request based on a request template with the category ‘RFC’ or ‘RFI’. This can be configured by a change...
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...
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...
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...
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...
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:...
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...
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...
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...
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...
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...
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...
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 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...
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...
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...
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 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...
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...
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 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...
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...
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...
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...
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...
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...
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...
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...
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...
There were already several reports on SLA performance, but all of those horizontal bar charts and pie charts show the performance for a single date range that the user can specify. Because it might also...
The following two reports have been added to allow them to be added to a dashboard that tracks the performance of the service desk: First Call Resolutions by Member Service Desk Only Resolutions by Member...
When a specialist sets the status of a request to 'Completed', the Note field becomes required. The same thing happens, for example, when the status is set to 'Waiting for...' in a problem or task....
Many customers have asked for the ability to filter the request views and reports by the person for whom a request was submitted. To make this possible, the Requester filter has been added. This filter...
Two more filters have become available for filtering the SLA reports that are available in the ‘Reports’ section of the Analytics console. The first makes it possible to limit the affected SLA records that are...
The'Reports' section of the Analytics console provides quite a number of reports that are based on the Affected SLA records. These reports can be found easily by entering sla in the Search box above the...
Even though requests can only be related to a single service instance, an incident in one service instance may actually affect multiple service instances. That is why it may be more useful for organizations to...
There were already two reports that provide an overview of requests by organization, where the organization is the organization that was linked to the person record at the time it was selected in the Requested...
A couple of improvements have been made to the logic that determines who can see request groups and what they are allowed to see in these request groups. 4me already allowed the requester and support...
Handling a major service outage can be stressful. End users may have submitted many requests during the outage and most of these will have been grouped together. But after the outage was resolved and the...
When people are planning to be unavailable to work on assignments, they are now able to specify this in 4me. They can do this by opening their profile in 4me Self Service, in the 4me...
An additional filter has been made available for request views and reports. The filter is called 'Organization region'. It allows support organizations to limit a report to the requests that were submitted for people who...
Three new reports have been added to the 'Reports' section of the Analytics console. These reports make it easy to look up the number of requests that are linked to a service instance of an...
4me’s Grouping feature allows specialists to combine multiple requests into a group. Once a request group has been created, specialists can work on this group. Any update of the request group is automatically copied to...
A system note now gets added whenever someone marks an assignment as urgent. The system note is inserted in the right sequential order in the Notes section of the request, problem, change task or project...
The 'History' section of the Configuration Item form now provides a bit more information. When this section is expanded, it now displays the status of every request, problem or task that is linked to the...
Most support organizations have a major incident management process that requires them to perform additional activities for incidents that they consider 'major'. This was one of the many topics discussed during this year's CAB meeting. ...
A new requests view has become available in the Records console. This view makes it easy for support organizations to look up all requests that were passed to external providers. The name of the view...
Many people have been looking forward to see how 4me's development team would incorporate native chatbot functionality in the 4me service. Today, everyone can see how the 4me's service-oriented data structure and tightly integrated KCS-based...
Many reports in the 'Reports' section of the Analytics console are based on data from affected SLA records. From these reports people can drill down into views that list the affected SLA records that were used...
Another set of time spent reports has become available in 4me’s Analytics console. These reports have been added to make it easier for service provider organizations to identify requests that their specialists have spent a significant...
It was already possible to filter request views and reports by configuration item (CI). Now it is also possible to filter these views and reports by the product of the CIs that are linked to...
A new standard integration has become available for 4me customers, thanks to the ConnectNow development team. ConnectNow is a chat application that allows service desk analysts and service-specific support teams to work on multiple concurrent chat...
A useful view has been added to the Records console for requests. This new view is called ‘Requests Created By Me’. When a service desk analyst opens this view, it presents a list of the...
Customers have asked for the ability to filter requests by the person who created them. The creator of a request can be an enterprise employee who submitted a request using the 4me App or 4me...
Support experts who have the Specialist role of multiple 4me accounts may find themselves working on requests that can be seen by other specialists of these accounts. For example, a request may have been passed...
Another trigger has been added to 4me's Automation Rules functionality. This new trigger is called: 'On internal note added'. The trigger 'On note added' was already available. That one triggers the execution of an automation rule...
Every person was already able to specify his or her language in 4me. This ensures that 4me’s user interfaces are presented in the user’s preferred language. Now 4me can automatically translate any note that is...
When the Service Desk Analyst role was given the ability to update a request’s requester (see Update the Requester of a Request), the Specialist role also got an extra capability. Specialists were already able to...
After a request has been saved for the first time, it was no longer possible to select a different person in the Requested by or the Requested for fields. That was intentional, because the person...
When a specialist opens a request in Edit mode, the Service Hierarchy Browser (SHB) automatically opens to the right of the request. The SHB now has an additional section for knowledge articles. The knowledge articles...
When the category of a request is set to 'Incident - Request for Incident Resolution', the following four impact levels are available: Low - Service Degraded for One User Medium - Service Down for One...
When requests are grouped together they are linked to a request group. This makes it easy for specialists, because they only need to update the request group. Any updates in the request group are automatically...
Two more reports have become available in the 'Reports' section of the Analytics console. They have been added to help provider organizations start the analysis of the requests that were submitted for their services. These...
When the status of a request of the category ‘Incident’ is set to ‘Completed’ and the affected service instance is linked to one or more CIs, then the Configuration items field becomes required. However, the...
When someone submitted a request and a specialist needs some more information from the requester, the request is set to the status 'Waiting for Customer'. But when the requester does not reply (perhaps after reminding...
When a request is passed from the 4me account of a customer organization to the 4me account of one of its providers and this provider sets the status to ‘Waiting for Customer’ or ‘Completed’, then...
It has become possible to select one or more business units as a filter for request views and reports. After a business unit has been selected as a filter, the data in the view or...
It is now possible for organizations to see how many requests have been submitted using the 4me App. The Source field of such requests used to be set to '4me Self Service'. Going forward, the...
When the Mail API receives an email, the body of the email becomes a note. Any note that the Mail API generates already started with the To and Cc email addresses of the inbound email....
When an existing request is opened in the Service Desk console, there are now several more options available. These options have been added to allow people to not only register new requests, but to also...
With the release of the first line support agreement reports, the pickup target was introduced. The pickup target allows service desk teams to measure whether they are picking up requests, which are assigned to their...
People who are colorblind had trouble distinguishing between the gray impact icon 'Low' and the red impact icon 'Medium'. They had the same issue when 4me showed them with the gray impact icon 'High' and...
When someone has the Specialist role of a 4me account, this person is able to edit requests in that account. This person can, for example, update the status of a request from 'Assigned' to 'Accepted',...
As a follow-up to the recent improvement of the Source labels that are displayed in the request reports, the default values that 4me specifies in the Source field of requests have now also been adjusted...
There are three reports available in 4me and one in 4me Self Service (for key contacts) that break down the number of requests by source. In the past, when organizations started using 4me, they would...
To pass a request to the 4me account of another provider, a service instance of this provider needs to be applied to the request. This ensures that the request gets included in this provider's SLA...
People who have the specialist role of multiple 4me accounts used to be able to pass requests to any team of these accounts. This caused the team of the other account to receive the requests...
When a view is opened that lists completed requests, it is now possible to filter this view on the satisfaction response provided by the requester. But the 'Satisfaction' filter is not the only new filter...
With 4me it has always been easy to establish a computer telephony integration (CTI). The CTI support that 4me provides makes it possible to open 4me's Service Desk console when a service desk analyst accepts...
Many customers will be pleased to hear that it is now possible to define automation rules that are automatically applied to each request, change task or configuration item. It was already possible to define automation...
An interesting usability feature has been added to the Team field of requests. When a Specialist clicks on this field, it will no longer simply list all the teams that are available for selection. From...
A subtle usability feature has been added to the 'My Inbox' view. When this view is placed in the new multi-line layout, the value of the Team field is now displayed for each item that...
The text, which was displayed when someone moved the mouse cursor over the red dot that indicates that a service is down, has been adjusted. This was necessary because it turns out that people frequently...
Service desk analysts who work for very large enterprises have reported that it is sometimes difficult to know who to select when someone with a common name calls the service desk. In such cases, the...
When a team coordinator needs to decide who to assign an urgent request to, it would help if it were possible to see who is currently working in 4me. That is now possible. When someone...
In 4me, everyone can select their local time zone in their profile. This ensures that 4me presents all dates and times (such as resolution targets) in the selected time zone. What is new is that...
Service desk analysts will notice that a small adjustment has been made in the Service Desk console. There, the User field has been renamed to 'Requester'. In addition, the button has been relabeled to ‘New...
Last week it became possible for an enterprise customer to allow a managed service provider (MSP) to register requests for the customer’s specialists, without having to make the customer’s Service Desk Analyst role available to...
Service provider organizations, whether internal or external, may have some customers with which special arrangements have been made. In such cases, it can be important to inform specialists about this when they are about to...
The 'Copy note to change' option was introduced a few years ago. It is a helpful feature for specialists to inform the manager of a change about the information they are entering in the Note...
When a specialist opens a request that was submitted by someone from another account, the name of the account in which the requester's person record is registered is now displayed next to the name of...
In the past, when an enterprise organization and one of its managed service providers (MSPs) each had their own 4me account, and a specialist of the customer organization would call the MSP to report an...
The Reference feature has become available in the Note fields of requests, problems, releases, changes, change tasks, projects and project tasks. This is an important usability feature that makes it possible for specialists to include...
Another filter has become available for the request views in the Records console and for the request reports in the 'Reports' section of the Analytics console. This filter is called 'Member'. The 'Team' filter was already...
An extra column has been added to the views that can contain completed requests. This column shows the satisfaction feedback that was received from the requester. A green thumbs up icon is displayed when the...
Now that the first line support agreement (FLSA) reports are available in the Analytics console, it is possible to set a pickup target for the service desk team. This pickup target can be specified in...
The views of 4me’s Inbox console have undergone a major makeover. When specialists open their 4me inbox, they will initially not notice a major change. Their inbox still presents the assignments in a table layout....
The filter ‘Completion reason’ has been added to the reports that are generated using the data of completed requests. These reports can be found in the Analytics console. This filter can be helpful, for example,...
Requesters are encouraged to let their support organization know whether or not they are satisfied with the way their requests were handled. To capture more responses, the ability to provide feedback is now available from...
Another reports has been added to the ‘Reports’ section of the Analytics console. This new report is called ‘Requests with Satisfied Requester’. It is generated using the satisfaction responses from people who indicated that they...
After a request has been completed, 4me sends out a notification to ask whether the requester is satisfied with the way the request was handled. In the past, when a requester ignored this notification, there...
People may have already noticed that the attachment file size limit has increased significantly. In the past the maximum size of an attachment, including videos and files in the Media Library was 20 MB. This...
A new view has been added to the Records console for requests. This new view is called 'Requests My Team Is Accountable For'. Continue reading
An interesting feature has been added to the Service Hierarchy Browser (SHB). It has always been possible to click on a child service instances in the SHB to go down a level in the service...
4me's REST API for requests has been extended. It now offers the ability to retrieve a set of URLs for each completed request. This set of URLs allows requesters to indicate whether or not they...
When organizations are designing their Self Service homepage, there are a number of handy widgets available for adding content. Now, by popular demand, several more of these widgets have been added. Continue reading
Another two reports have been released that look at completed requests. They are available in the 'Reports' section of the Analytics console. Continue reading
The following reports have been added to the 'Reports' section of Analytics console for configuration management: Continue reading
A set of 31 additional reports has become available in the 'Reports' section of the Settings console. This is the greatest number of new reports included in a single release. Continue reading
The report 'Open Requests by Business Unit' has been added to the 'Reports' section of 4me's Analytics console. This report is especially useful for large enterprises that are organized in divisions or business units, each...
Yet another report has been added to the 'Reports' section of the Analytics console. This new report is called 'Completed Requests by Completion Reason'. Continue reading
The computer telephony integration (CTI) capabilities of 4me have been extended again. The new feature that was added allows support organizations to use their automatic call distributor (ACD) to collect a request ID from a...
When a request is passed from the 4me account of an IT department to the 4me account of one of its managed service providers, the specialists of the MSP were already able to mention the...
A restriction has been implemented to better secure the information in internal notes. Specialists can still add internal notes to requests, but after an internal note has been added, the people who are notified, will...
Another interesting report has been added to the 'Reports' section of the Settings console. This new report is called 'Requests Registered by Service Desk'. Continue reading
The report 'Registered Requests with Dissatisfied Requester' has been added to the 'Reports' section of the Analytics console. This report can be used to ensure that the number of users who are dissatisfied with the...
The Service instance field of requests has been improved. Service desk analysts and specialists will notice this after they have placed a request in Edit mode. The Service instance field now behaves in a similar...
In the past, when the status 'Waiting for...' was selected in a request, the Member field used to be required. That is no longer the case. This makes it possible for specialists to set the...
More work has been done to further tighten the integration between the Incident Management, Knowledge Management and Problem Management processes. Now, when a knowledge article is applied to a request and this article is linked...
The Notification Center, which became available for support specialists in 4me's full UI last week, has been made available in Self Service. This means that end users are now able to benefit from the Notification...
The Support ID field is available in each person record. This field is used by support organizations to enter a number or code that service desk analysts can ask for when someone contacts the service...
The Notification Center is where specialists can now find the notifications that 4me has always been sending them by email. To access the Notification Center, click on the Notifications icon in the toolbar. Continue reading
It is now possible search on behalf of someone else using the Search API. You can use the on_behalf_of parameter to specify the person you are searching for. Continue reading
The Grouping feature was originally intended to offer some extra support when handling major incidents. That is why it was only possible to group requests for incident resolution. That meant that in order to group...
The access rights of the Key Contact role have been extended. In the past, key contacts were able to use Self Service to look up all requests submitted by people from their organization. Now they...
Apparently, users have often felt uncomfortable about declining requests because they were uncertain about where a declined request would get routed. That is why 4me now displays a message when a request is being declined....
A useful new feature has been added to the Service Hierarchy Browser (SHB) that is available to the right of each request. Continue reading
A new API has been added to the 4me service. This new API makes it possible for the API's user to search through his/her most relevant 4me records. Continue reading
New reports continue to be added to the 'Reports' section of 4me's Analytics console. Continue reading
The checkbox ‘Copy subject to requests’ has been added for request templates. By default this box is checked. Continue reading
Let's say that there is an issue with the production environment of the Sales Tracking application service. The specialist who is working on the incident has determined that there is something wrong with the infrastructure..Continue...
The recent improvement of the Decline feature has made it possible to add another enhancement. Two more KPIs have been added to help organizations understand how well their Incident Management process is performing. The new...
A few more completion reasons have been made available for requests. After a service desk analyst or specialist has set the status of a request to 'Completed', the Completion reason field becomes available. This field...
The ability to filter reports was only recently introduced. It appears to be quite popular. Customers have already submitted requests for additional filters, which helps us to decide which filters are important to have. The...
Because service desk analysts often spend most of their time in the Service Desk console, they may not see the broadcasts that are intended for them. Also, when they are assisting someone, it would help...
After a request has been declined, it is automatically reassigned. The request is returned to the team coordinator when it was declined by a specialist who works for a team that has an active coordinator....
There are some notes that 4me adds automatically to requests. For example, when a change is successfully completed, a note is added to each request that is linked to the change to inform the requesters...
A few more dimensions have been made available for filtering the KPIs. The new dimensions are: Region, Service instance and Site. Continue reading
Two interesting reports have been added that help identify requests that may need some attention. These are the reports ‘Open Requests Aging since Registered’ and ‘Open Requests Aging since Last Updated’. Continue reading
Yet another report has become available in the ‘Reports’ section of the Analytics console. This week it is the ‘Open Requests by Site’ report that was added. Continue reading
New reports continue to be added to the ‘Reports’ section of the Analytics console. The latest addition is the report 'Open Requests by Status’. Continue reading
The report ‘Open Requests by Target Indication’ has been improved. The slice OK included all open requests that did not have a target violation. This slice has been split up into OK, Clock Stopped and...
Yet another report has been added to the ‘Reports’ section of the Analytics console. This one is called ‘Registered Requests by Impact’. Continue reading
When a specialist is reviewing a Configuration Item (CI) record in 4me, there is now a quick way to open a new request for this CI. By clicking on the Actions button in the toolbar...
Yet another report has been added to the 'Reports' section of the Analytics console. This one is a bar chart called 'Registered Requests by Source'. Continue reading
The KPI ‘First Call Resolutions’ has been added to help monitor the efficiency of the Incident & Request Management process. This KPI tracks the percentage of requests that were completed by the service desk during...
When specialists use the Decline button in the toolbar to return a request to the team coordinator or the previous team, they are asked to specify why they cannot work on the request. Because this...
The VIP checkbox has been added to allow organizations to mark some of their people as VIPs. The symbol used to identify VIPs in 4me is a crown. Continue reading
An additional report has been made available in the 'Reports' section of the Analytics console. It is called 'Open Requests by Organization' and shows how many requests still need to be completed for each customer...
When you receive an automated email notification from 4me, for example because a request has been registered for you, you can reply to this email. Your reply then gets added to the request as a...
More and more organizations are setting up multiple accounts in 4me so that all the departments that support the core business (e.g. IT, HR, Purchasing, etc.) can have their own support domain. The specialists in...
Mentions have become extremely popular in 4me. When you mention someone in a note, this note gets send via email to the person you mentioned. Until now you have only been able to mention people...
A minor, but helpful, usability feature has been added to the Service Desk console. After selecting a user in the left pane of the Service Desk console, the service desk analyst sees the user's services...
The following two variables have been made available for use in the email templates that 4me uses to generate notifications concerning requests: Continue reading
In some organizations people have gotten used to sending email directly to specific teams when they need help with something. There can be good reasons why a team may prefer to allow the users who...
Like the KCS (Knowledge-Centered Service) methodology, we have worked hard to make knowledge management as simple as possible. For the specialists it should be so easy and quick to add knowledge that they will do...
The Service Desk console has been improved to help service desk analysts be even more efficient and to ensure that the search results are more likely to include useful items. The first thing that you...
4me makes it possible to mark assignments as urgent. This can be useful in situations where a request, problem or task requires immediate attention. When a support organization knows that certain types of requests or...
If you were at InfraVision's 4me Customer Event today, you would already know about the new Mentions feature. This exciting new feature allows you to 'mention' someone when you are adding a note to, for...
The assignment_count field has been made available in the Requests API. This field keeps track of the number of times a request was assigned to a new team. What makes this field so special is...
When looking at the requests in the Inbox views or the Records console, the requester's organization is visible in the Requester column. The organization name used be looked up dynamically. The result was that, if...
A small but very useful improvement has been made to the rules that automatically select a team after a service instance (SI) is linked to a request. In the past, these rules already ensured that...
End users are by default allowed to reopen a request within 28 days after it was completed. This gives them some time to verify the solution. As long as the status of the request is...
You can share a hyperlink with your end users that they can use to quickly submit a certain type of request. Similarly, you can send people a link with which they can register a request...
The Service Hierarchy Browser (SHB) provides information that could be relevant for the request that you are working on. For example, it lists the child service instances and configuration items (CIs) that the service instance...
Let's say a user submits a request. In this request the user explains that his laptop's battery is no longer charging. He also explains that he will not be in the office until Tuesday. The...
Large global enterprises typically have multiple IT service desks, where each service desk supports the business in a different part of the world. In such environments, all employees of the enterprise can be registered in...
When the work on a request has been completed, its status is set to 'Completed'. The support specialist is then asked to select an option in the Completion reason field. The value that is selected...
Sometimes you are not able to continue your work on a request, for example, because you are waiting for spare parts. In such cases, you set the status of the request to 'Waiting for...' and...
Many larger service desks or call centers use an automatic call distributor (ACD) that collects some information from callers before assigning their call to an available service desk analyst. A caller could, for example, be asked...
Since your Inbox console now provides real-time information, we were able to introduce another useful feature. This feature shows you a warning whenever you are working in the Inbox console on a request, problem or...
Over the past weeks we have been extending the infrastructure of the 4me service. A major component has been added that delivers real-time updates in your inbox. It makes sure that when a request, problem or...
We recently added a whole bunch of extra variables for the email templates. Another one has just been added for use in the email notifications that 4me generates for requests. The additional variable makes it...
End users are able to reopen their completed request in 4me Self Service and 4me Mobile, provided that they were completed within the past 28 days. Apparently, not all end users noticed the reopen option....
Yes, that's right. Now you can link more than one configuration item to a request. If, for example, there are a few PCs that need to be moved or there are some servers that need...
Here's a new feature that you can use to bring more consistency and efficiency to the way support specialists handle specific types of requests. The new Instructions field of request templates can be used to...
It is important that all stakeholders (especially the requesters) can track the progress of their requests. When specialists add notes to requests, this really helps. Their notes indicate that the requests are being worked on....
What makes the Service Desk console so powerful is that it proactively provides service desk analysts with the information they need while they are interacting with a user. One important piece of information was missing,...
When you are editing a request template, you may notice that a checkbox has been added just below the Configuration item field. You can check this box if you want end-users to be able to...
Monitoring tools are very useful because they can detect that something has gone wrong even before end-users start calling the service desk. By passing the events from system management applications to 4me, a request gets...
4me provides special features that allow IT support organizations to work together more effectively with their external service providers (ESPs). One of these features ensures that, when an ESP completes a request, this request is...
4me automatically assigns a resolution target to requests. The SLA information is used to calculate these targets. There are situations, however, where a request needs to get resolved ASAP regardless of what has been agreed...
