It is now possible to create a new request in 4me from Slack, a messaging program for business. This can make it easier for an organization's customer support team to register a request when the...

Organizations that want to better understand how their users use 4me can now install the Hotjar app from our app store.  Hotjar uses heatmaps that help you see what people actually do;  where they click,...

The software development kit (SDK) for accessing the 4me v1 REST API via .NET has been completely revised.  This makes it even easier for .NET developers to create apps and integrations for 4me that use...

Now that automation rules are available on problem records, it is also possible to create an integration that works on problem management.  For this, the generic automation rules on problems have been added to the...

A new app has been added to the 4me App Store: the Atlassian Jira app, by Expertize.  It is the first app available in our app store that is provided by one of our partners,...

A standard integration with Stefanini's Sophie is now available as an app. Sophie is a virtual agent with natural language capabilities for human-like user support. She provides 24/7 first-level support. Sophie can help end users...

A new application has been added to the 4me App Store, ready to be used by all our customers.  The 4me Lansweeper app is a one-directional out-of-the-box integration between Lansweeper Enterprise Cloud and 4me that...

A new integration is available in the ‘App Store’ section of the Settings console: Conversed.ai.  Conversed.ai delivers a full-service platform for managing conversational interactions with end-users in an automated way using AI, with an optional...

To avoid any confusion around the purpose of some of the sections in the Settings console and to prepare for changes to come, two sections have been renamed. The ‘Applications’ section is now called ‘OAuth...

Sometimes organizations don't just want to know the duration of a complete change, but also the duration of each of their separate tasks.  For changes that consist of several tasks, two reports were created a...

A standard integration with Sophie, a virtual agent that aims to understand natural language and support users, is now available as an app. Sophie Virtual Agent can provide 24/7 first level support. She can help...

A new field for alternate names of software versions has been added to the configuration item form.  Organizations that have used a discovery tool to populate their configuration management database (CMDB) with the software that...

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...

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...

Organizations that use 4me and JDisc can now have the IT network documentation data discovered by JDisc automatically synchronized with the 4me CMDB.  To achieve this, 4me partner techwork created the 4me JDisc Connector. JDisc...

4me is happy to announce a clever new integration, developed by our partner techwork.  The 4me Docusnap Connector makes it possible for organizations to integrate their Docusnap data with their 4me account.  It is a...

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...

A new standard integration lets organizations that use 4me connect with customers and providers that use TOPdesk software. This integration allows for requests, changes, attachments and other data to be transferred between both organizations while...

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...

4me announces a new integration between its cloud-based IT service management (ITSM) solution and the identity and access management (IAM) system of SailPoint.  This new integration product is called the 4me SailPoint Connector.  It provides a real-time...

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...

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...

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...

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...

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...

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...

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 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...

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...

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...

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 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...

Cooperation between 4me and Nexthink has resulted in a standard integration with end-user experience platform Nexthink.  With this integration 4me is adding a greater understanding of employee sentiment and even faster problem-solving ability to 4me's...

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...

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...

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...

Microsoft already offered its Azure Active Directory customers the benefits of enterprise-class single sign-on with 4me without any complex technical setup.  This SSO integration allows an organization’s employees to sign in to 4me using their...

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 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...

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,...

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...

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...

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...

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 new pricing structure that was unveiled during last week's 4me Connect 2020 event includes one plan that is completely free.  This Freemium plan makes it possible for a support organization to set up a...

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...

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...

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...

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...

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...

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...

Organizations that use both 4me and Lansweeper will be pleased to hear that there is now a standard integration available that will help them get more value out of both products. Lansweeper is a discovery...

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...

4me's Webhooks API has been extended to allow organizations to build near real-time integrations that use the time entry data in 4me to update their financial application.  This is especially useful for managed service providers...

It has been a while since new fields became available for 4me's email templates.  A new field has just been added, though.  It is the Supplier request ID field. When an organization has set up...

A new option has been added to the 'Contact Details' section of person records for chat links.  This new option makes it possible to add a chat link for Microsoft Teams.  The option is called...

4me's SCIM Provisioning capabilities make it easy for organizations to automate the maintenance of their employee information in 4me by linking their 4me account with their identity provider, such as Azure AD, Google SSO, Okta,...

The single sign-on (SSO) integration capabilities of the 4me service have been extended to also support the OpenID Connect (OIDC) protocol.  4me already supported the popular SAML specification to make it easy for organizations to...

More and more provider organizations are integrating their 4me account with their billing system.  They may, for example, create an item in their invoicing tool for each project task.  That allows them to sync the...

The REST API for calendars has been extended.  It can now also be used to add, update or delete the hours of a weekday in an existing calendar record. The details of these new API capabilities...

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 new usability feature has been added that prevents users from accidentally closing a browser tab if that tab contains any unsaved changes in 4me. So if someone was busy submitting a new request and...

The payload of a 4me webhook now contains an extra bit of data to help developers build more efficient integrations. This extra piece of information is the ID of the note that was created during...

The REST API for person records now offers an additional predefined filter. The following predefined filters were already available: /people/disabled — List all disabled people /people/enabled — List all enabled people /people/internal — List all...

The System for Cross-domain Identity Management (SCIM) is a standard for automating the exchange of user identity information between identity domains, or IT systems. The specification for this standard provides two fields related to each...

The capabilities of the Automation Rules functionality have been extended again. This time the ability to use regular expressions has been added. In combination with the recent enhancement that ensures that the subject of an...

A small adjustment has been made to the Import functionality for person records. This adjustment perfects the way 4me ensures that a new record does not get generated during an import for a person record...

All organizations that have an SPF record defined for support.itrp.com in the domain name system (DNS) zone for their internet domain should now add an SPF entry for _spf.4me.com. The SPF entry for _spf.4me.com should...

4me's single sign-on (SSO) functionality has been extended further to provide even more flexibility. Enterprises could already integrate their 4me directory account with multiple identity providers (such as Azure AD, Okta and OneLogin). Now they...

People who work for an organization that has activated single-sign-on (SSO) in their 4me account have always been able to bypass SSO and use 4me’s standard login page instead. That can be useful, for example,...

When an external server is down, all webhooks that tried, but failed, to reach this server are now remembered as 'offending' webhooks. This allows 4me to include the name and 4me account ID of the...

Demo instances can now also be integrated with identity providers like Microsoft Azure Active Directory, Okta, OneLogin or Google Cloud Identity for automated provisioning. After accessing a 4me demo instance and signing in to an...

DKIM (DomainKeys Identified Mail) is an email authentication method that is designed to detect forged sender addresses in emails. 4me now allows organizations to use their own DKIM keys. Combined with DMARC (Domain-based Message Authentication,...

The ‘Email Policy’ section in the Settings console has two new options.  The first is called ‘Allow inbound email to generate new requests’.  When this option is checked, people are able to send email to...

Many record types in 4me have a ‘Notes’ section. For example, requests, problems, tasks, projects, etc. all have this section. The ‘Notes’ section of a single 4me record can contain many individual notes, each with...

Okta is a leading identity and access management provider. Okta was already pre-integrated with 4me to deliver single sign-on for 4me customers. This makes it possible for organizations that use Okta to offer their employees...

Normally, when someone replies to an email notification from 4me about a request, problem, release, change, change task, project or project task, the reply gets added as a note to the record for which the...

Organizations are now able to provide their people single sign-on access to 4me using more than one identity provider, such as Microsoft Azure Active Directory, Okta, OneLogin or Google Cloud Identity. The Add button in...

Two small but helpful improvements have been released to help administrators who are in charge of the webhooks that their organization has set up in 4me. The first improvement ensures that the value in the...

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...

Another new field has become available on the Person form. It is the Employee ID field. This field can be found in the 'Financial Details' section of the Person form. When the Employee ID field...

To provide an alternative to using the Primary email field values to uniquely identify people who need to be granted access to 4me after an organization's identity provider has sent a SAML request to 4me's...

Most organizations now use an identity provider like Microsoft Azure Active Directory, Okta, OneLogin or Google Cloud Identity. These services have started to allow their users to upload an image of themselves. Since the introduction...

Since the introduction of the Account Designer role, there is no longer a practical reason to limit the access rights that the Account Administrator role provides. This role is now able to create and edit...

A whole new set of operators have become available that makes it possible to create Automation Rules that manipulate strings of characters. The new operators are: size, length — returns the number of characters in...

Developers who are most comfortable with C# or Visual Basic will be excited to hear that a 4me software development kit (SDK) has become available for the Microsoft .Net Framework. Like the SDK that was...

Another standard 4me integration has become available. It is the 4me SCCM Connector. This connector makes it possible for organizations to integrate their Microsoft System Center Configuration Manager (SCCM) instance with their 4me account. The...

It is now possible to move a person record from a support domain account to its directory account. When a new person record is registered in a directory account, 4me checks all the support domains...

To protect organizations against malicious use of the Mail API, the maximum number of email messages that gets processed for any person over a 4-hour period is limited. The limit depends on the roles that...

A minor feature has been added to the REST API for changes. This API now allows the manager of the change to be set when a new change is created. In the past, the API...

When a configuration manager registers a new product, the name of this product gets filled out automatically in the Name field when its brand, model and category are specified. The REST API for products now...

A new metric is being tracked for requests. It is called the reopen count. The reopen count is the number of times that a request's status has changed from 'Completed' to a different value. Continue...

An important adjustment has been made to the access rights that the Directory Administrator role provides. In the past, this role made it possible to grant and revoke all roles of the directory account and...

Microsoft has improved its standard integration that gives its Azure Active Directory customers the benefits of enterprise-class single sign-on with 4me without any complex technical setup. This SSO integration allows an organization's employees to sign...

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...

SCIM stands for System for Cross-domain Identity Management. It is an open standard for the automated exchange of user identity information, such as names, email addresses, phone numbers, etc. Continue reading

4me has offered just-in-time access provisioning for end users for some time now. It offers support organizations a way to automatically maintain the information of people each time they access Self Service to obtain support....

It was already possible to use 4me's REST API to look up the entire audit trail of a specific record. For example, the following CURL command shows how the audit trail of request 70403 can...

In the past, when someone would send an email to the email address of a 4me account or team, and this email's subject contained the ID of an existing request, and this person was not...

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...

Earlier today, at 4me Connect 2018, Service-Flow and 4me announced that 4me is now fully compatible with Service-Flow’s ONEiO SaaS integration hub.  This maximizes the number of managed service providers that 4me customers are able...

The Search API has been extended to make it possible to look up the service instances for which a person is covered by an active SLA. In addition, it is now also possible to look...

Auditors and administrators can review all the email that has been received by 4me's Mail API. They can do this in the 'Inbound Email' section of the Settings console. When they open one of those...

An extra state option has been added to the REST API for notes. It was already possible to use this API to retrieve only the internal notes of a request. Now the state option public...

The Just-in-Time (JIT) End User Access Provisioning functionality of 4me has been improved a little. It now accepts the attributes first_name and last_name from the identity provider when someone is accessing 4me. These 2 attributes...

A few months ago, we announced 4me's Google Analytics integration. Today we are pleased to let you know that Google has prepared a standard integration that allows users to sign in to 4me with their...

An approval task of a change, as well as any project task, can be assigned to multiple people. For each approver or assignee, a small record is linked to the task. Such records contain information...

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

Currently, when customers connect to the 4me service, the HTTPS requests made accept the SSL protocols TLS v1.0, v1.1 and v1.2. To further improve the security of the 4me service, TLS v1.2 will soon be...

API tokens needs to be treated with great care because they allow people to access the 4me service through the 4me APIs. If someone believes that his/her API token has accidentally been shared with others, it is possible to...

When an email is sent to 4me, the Mail API ensures that the information in the body of the email gets added as a new note. From now on, the notes generated by the Mail...

When an inbound email contains more than 20 attachments, only the first 20 files are attached to the new note that the Mail API generates. What's new is that in such cases the following message...

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

The standard integration with Google Analytics is now available. This integration allows support organizations to track and report on their 4me Self Service traffic using the advanced web analytics service offered by Google.Continue reading

Now it is possible to look up the previous value of a field using the automation rules. When you add _was at the end of a field name, the expression will retrieve the field’s previous...

OneLogin has enhanced its 4me single sign-on integration to support the Just-in-Time (JIT) End User Access Provisioning functionality of the 4me service. Continue reading

The new Just-in-Time (JIT) End User Access Provisioning functionality offers support organizations another way to automate the registration and maintenance of the organization’s end users in 4me. This functionality essentially allows organizations to offload this...

It is now possible to use 4me's REST API to automate the maintenance of people's access rights in 4me. A simple script is all it takes to give a new employee at the service desk...

The developers among you will be pleased to hear that the capabilities of 4me's REST API have been extended with a few more Knowledge Management features. Continue reading

The 'Contact Details' section of the Person form now allows chat links to be added. If your organization is already using Facebook's Workplace, for example, it is possible to use 4me's import functionality to add...

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...

This post is intended for developers who build and maintain integrations with 4me. A new feature has been added to the REST API. This feature makes it easy to calculate a duration. Continue reading

This post is for the people who build and maintain integrations with the 4me service. Several options have been added to the REST API that may be very useful for certain integrations. All of these...

When a webhook is triggered, the payload that it sends out now includes one extra parameter. The name of this new parameter is payload[audit_line_id]. It contains the ID of the audit entry that 4me generated...

The 'Inbound Email' section has been added to the Settings console. If you are an account administrator, you can use this section to review the email that people send to your organization's 4me account. Continue...

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...

For those of you who maintain several 4me integrations, we have recently added a small feature to help you manage your webhooks. When you open an existing webhook or when you start to create a...

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...

4me's computer telephony integration (CTI) feature has been refined a little more for organizations that use an automatic call distributor (ACD) to collect, for example, a customer number from the caller before passing the call...

More and more enterprises are setting up their directory account in 4me. A directory account gives them a single secure environment in which they can maintain all their people, organization and site information. This information...

A typical 4me account can be accessed by more than one account administrator. Each account can have only one owner, though. To limit access to the single sign-on configuration of an 4me account as much...

Yes, the UI extension functionality has been extended again. This time we concentrated on making it possible to add custom fields to the Task form. When you want to add some fields to a specific...

The Substitute field has been added to the Organization form. This field allows the manager of an organization to specify who his/her substitute is. Knowing who the substitute manager is can be useful information for...

The experience has become a little different for change managers when they edit a change. When they click on one of the change's tasks, this task no longer opens inside the change form. Instead, it...

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...

Many system management tools have already been integrated with 4me. When they pass an event to 4me's Events API or Mail API, a request gets generated in 4me. Specialists who pick up such requests may...

Webhooks are a way to tell 4me to call a script on a web server whenever a given event occurs in 4me. The following four event types have been added: Continue reading

Bitium, a provider of cloud-based identity and access management solutions, has added 4me to its app catalog. Bitium helps companies organize, analyze, manage and secure access to all their web-based applications. The inclusion of 4me...

The system logs tell you who logged in to your organization's 4me account, who imported data, and also who exported it. Each system log entry includes information like the date and time when the action...

A nice feature has been added for administrators who maintain the near real-time integrations between 4me and other applications using webhooks. Webhooks are essentially listeners that can detect specific events when they occur in 4me...

The REST API of the 4me service has an advanced feature called States. This feature is used for filtering out the records that are to be retrieved. For example, you may need to obtain data...

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...

With the Custom Links functionality, it is possible to add hyperlinks to the Actions menu. Parameters can be used in these hyperlinks to dynamically include data from the record that you are working on. We...

The REST API of the 4me service has been extended. The API can now also be used to add, update and remove the addresses, telephone numbers, email addresses and web sites of organizations and people....

For those of you who were not aware of this already, it is possible to add hyperlinks (i.e. custom links) to the Actions menu. Account administrators can do this in the 'Custom Links' section of...

The REST API of the 4me service has been extended to make it possible for developers to maintain the one-to-many as well as the many-to-many links between records. Since it has recently become possible to...

The REST API has been extended to cover the Broadcast functionality. Now you can build integrations to automatically broadcast messages to your end-users and/or specialists. For example, when a monitoring tool has detected that the...

Organizations with advanced knowledge management requirements will be excited to hear that the most advanced cloud-based service management service now has a standard integration with RightAnswers, the most advanced cloud-based knowledge management service. The developers...

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...