A major new capability called 4me Connect has been added to the 4me service. Specialists can use 4me Connect to call other people. To do so, they can use the new ‘call’ icon in the...
Category: New Feature
An important financial management report has been added. It is called 'Cost of Time Spent by Service'. This report shows how much a service provider is paying per service for the time its people spend...
The find_all feature that was recently added to 4me's Automation Rules functionality has been improved further. There are now two flavors. The one that already existed is used to look up all records from a...
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...
It was already possible to filter project tasks by team, but most project tasks are assigned directly to individuals. Now that the 'Assignee' filter has been added for the project task views and reports, it...
End users are now able to look up the assets that their organization has made available to them. When they open 4me Self Service or the 4me App, they will see a new option in...
Three more filters have become available in the Inbox console. The new filters are called: Organization Requester Requester VIP The organization is simply the organization that is linked to the requester’s person record. But it...
Directory administrators will be happy to hear that they are now able to see not just the activity and usage of the people registered in their directory account, but also of the people who are...
When people go to the Analytics console, they will notice that the 'KPIs' section has disappeared. This section had become obsolete when all KPI graphs also became available in the 'Reports' section. These standard reports...
When finalizing the conversion of the graphs that were available in the 'KPIs' section of the Analytics console, customers noticed that there were four that were not yet available in the 'Reports' section. These reports...
It has been a while since skill pools were introduced. A skill pool is a group of people who share a specific capability. Project managers have been assigning tasks to skill pools when they are...
4me’s automation rules are now able to look up an address from a site or person record. This makes it pretty easy to set up an automation rule that, for example, is triggered when a...
A few releases ago, it became possible to use the UI extension functionality to add custom suggest fields in which multiple values can be selected. The automation rules now provide the ability to not only...
A new knowledge management feature has been released. This new feature makes it possible to ensure that a knowledge article will no longer be available from a certain date. This can be useful, for example,...
Organizations with operations at many geographically dispersed sites may find it useful to see whether there are considerable differences in support performance between sites. The following two reports have been added to the 'Reports' section...
Several new reports have been added to the 'Reports' section of the Analytics console to help organizations generate an overview of the records that are in danger of not meeting their target. The following two...
A new knowledge management report has been added to the 'Reports' section of the Analytics console. This report can be used by support organizations to see how actively knowledge articles are being added and maintained...
Most 4me customers make use of the ability to add custom fields to 4me's user interface. To do this, they define UI extensions for specific types of requests, changes, configuration items, etc. Some of the...
It has long been possible for service providers to give their key contacts the ability to access some reports in 4me Self Service or the 4me App. These reports already allowed key contacts to click...
Three new date filters have been added for the configuration item (CI) views and reports. These filters make use of the following date fields and have the same name: License expiry date Start date (=...
The filter 'Service level agreement' has become available for the service instance and service offering views. This makes it possible to quickly look up the service offering or service instance of a specific SLA. The...
The Mail API parameters source and sourceID are now also used to determine whether a new request needs to be registered for an email that was sent to 4me, or a note needs to be...
When a request is initially linked to a service instance, but is later linked to another service instance that is not hierarchically below the previous one, the affected SLA for the first service instance is...
To allow organizations to track the success of their change and project management processes more easily, two reports have been added to the 'Reports' section of the Analytics console. These reports track the following KPIs:...
Support organizations are now able to add another interesting report to their SLA tracking dashboards. The new report that has been added to the 'Reports' section of the Analytics console is called 'Outage Duration by...
Two new SLA reports have been added to the 'Reports' section of the Analytics console. The first is the 'Current SLA Targets' report. It shows the number of affected SLAs of the support organization that...
Developers within the 4me community will be excited to hear that the 4me GraphQL API has been released. Like 4me's REST API, this new API can be used to retrieve and update 4me data. The...
The following four reports have been added to the 'Reports' section of the Analytics console to help organizations keep track of their SLA performance, as well as the SLA performance of the service providers they...
It has been possible for some time already to hand over the support responsibility for a configuration item (CI), which is registered in the 4me account of its financial owner, to a team of a...
The time entry export files are special because many organizations rely on the data in these files as input for their automated internal chargeback or billing process. To make it easier to include information about...
To allow organizations to track more KPIs on their dashboards, two more reports have been made available in the 'Reports' section of the Analytics console. These two new reports look for requests that have been...
A set of eleven line charts has been added to the 'Reports' section of the Analytics console. These standard reports can be found there under the following names: Registered Requests Completed Requests Registered Knowledge Articles...
Since it became possible to create custom dashboards in 4me, customers have been asking for the possibility to add the KPIs, which are available in the 'KPIs' section of the Analytics console, to their dashboards. ...
Organizations can extend the user interface of their 4me account by adding custom fields to some of their records. People who have the Account Designer or Account Administrator role can do this using 4me's UI...
UI extensions can be used to add custom fields to, for example, all problem or person records. But when the SCIM automation rules or 4me's REST API would be used to populate the custom fields,...
The ability to make reservations in 4me has triggered the need for some reports. To satisfy this need, the following reports have been added: Reservations by Configuration Item Reservations by Person Reservations by Reservation Offering...
A few months ago it became possible in 4me to easily distinguish between internal, external and trusted organizations. The next logical step would be to allow the organization views and reports to be filtered by...
It was already possible to filter request views and reports by 'Satisfaction' to look for requests with a dissatisfied requester. But it was not yet possible to reduce the number of requests further to those...
Now that it has become possible to report over much longer date ranges, the need to track trends by quarter has cropped up. To make this possible, the interval option 'Quarter' has been added. This...
It has been a while since the introduction of dynamic filters for views, reports and dashboards. Now, one more dynamic filter has become available. It is the 'Current account' filter, which can be used to...
Many organizations provide support to their people in multiple languages. Such organizations maintain the information they make available in their self-service portal in multiple languages. The people who act as the translators of this information...
A major new capability has become available in 4me to make it possible for organizations to allow their people to reserve certain configuration items for a period of time. To explain how to make use...
4me administrators are now able to add an extra layer of security to the payloads their webhooks send out. They can do this by creating a webhook policy in the 'Webhook Policies' section of the...
When providers register their services in 4me, they also register at least one service offering for each service. Each service offering defines the targets, terms and conditions for the SLAs that will later be registered...
Two reports have been added to the 'Reports' section of the Analytics console. These report can be used to see how often specific types of changes or change tasks are created: Changes by Template Tasks...
Another set of problem management reports has been added to the 'Reports' section of the Analytics console. This set is made up of the following reports: Active Problems by Manager Active Problems by Team Halted...
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...
4me is renowned for its SLA reporting. Before each release, automated scripts test over 100 scenarios to ensure that even edge cases cannot negatively affect the accuracy of the SLA reports. There is one edge...
In the 'Reports' section of the Analytics console there are a number of SLA reports that allow support organizations to look at the average time it takes to provide a response or resolution. These reports...
The 'Service' filter for task views and reports is now a little more intelligent. Rather than only looking for tasks that are part of a change that is linked to one of the selected services,...
Last week, the presence indicator became visible in more places within the 4me Specialist Interface. This makes it possible to see who is currently active in 4me. But when assistance is needed from a specific...
SLA reports can now be filtered by the current value in the Member field of the requests for which the affected SLAs were generated. The Member filter has also been added to the view in...
The filters available in the change task views and reports are now also available in the change calendar. This makes it possible for change managers to focus on specific types of changes or tasks that...
A few more filters have been added to make it possible to reduce a list of change tasks to those that are part of a change that matches specific attributes. Specifically, the following filters have...
Nearly all enterprise organizations that use 4me now have a directory account with multiple support domain accounts. Some have just two support domains - one for IT and another for HR. But there are already...
As announced during the 4me Connect 2020 event, 4me now makes it possible for all people who have access to the 4me Specialist Interface (i.e. auditors, specialists, designers and administrators) to generate personal access tokens....
The reports that are based on the data of Affected SLA records now have two additional filters. These new filters allow the SLA reports to be filtered by the first line team or support team...
The following four filters have become available for the Account Designer and Account Administrator roles in the 'Automation Rules' section of the Settings console: Change template Task template Project template Project task template The first...
The ‘Knowledge manager’ filter has been added to the knowledge article views and reports. This new filter makes it possible to limit these views and reports to knowledge articles that are related to a service...
To help configuration managers maintain the information about their assets in the configuration management database (CMDB), the following reports have been added: Configuration Items by Site Configuration Items by Location Configuration Items by Service Instance...
The filter ‘Known error’ has become available in problem views and reports to include or exclude the problems in which the Known error box is checked. This makes it possible, for example, to quickly look...
Four new reports have become available for generating visual overviews of the contracts that are registered in 4me. Several contract reports already existed, but now the following reports have been added: Contracts by Category Contracts by...
4me account owners are able to specify how quickly someone's 4me session should be terminated after that person stopped working in 4me. The idle session timeout can be set in the Security section of the...
Some support organizations prefer to switch off the email templates that ensure that people receive a notification after a note has been added to a record that they are responsible for. When these 'Note Added'...
The report 'Request Completion Duration' has been added to allow support organizations to see how long it typically takes them to resolve requests. This report simply looks at the time it takes for a request...
The following three reports have been added to help organizations keep track of the time they spend on each project, as well as the cost of this effort. Cost of Time Spent by Project Time...
Project managers have always been able to add a set of new tasks to an existing project by going to the project’s Gantt chart and applying a project template. All the task templates which are...
Imagine a situation where a large enterprise has a shared service center that supports the IT departments that are located in the countries in which the enterprise operates. The shared service center may, for example,...
It has become very easy to look up all the task templates that are part of a specific change template or project template. The filter 'Change template' is now available in the task templates views...
The filter 'Completion reason' has been added to the reports that make use of the SLA resolution target data of affected SLAs. This makes it possible to limit these reports to the data from affected...
Another useful report has been released. It is called ‘Time Spent by Request Category Over Time‘ and can be found in the ‘Reports’ section of the Analytics console. This report can be useful for support...
Automation rules are now able to call webhooks, enabling these webhooks to deliver a custom payload to a target server. Why this is such a powerful new feature is best explained with an example. Let...
Another filter has become available for the request views and reports. The new filter is called 'Requested for VIP'. This filter makes it easy to limit the requests in a view or report to those...
Account administrators have the ability to remove notes. This makes to possible for them to act when someone accidentally included sensitive information in a note, or attached a file that contains information that should not...
Three new reports have been added to support the problem management practice of support organizations. The new reports can be found in the ‘Reports’ section of the Analytics console. These three reports are called: Requests...
The 4me REST API capabilities have been extended again, this time to support developers who want to automate the retrieval, update and/or creation of automation rules. They can now use the new Automation Rules API...
An extra feature has become available for organizations that use the SAML protocol to give their people single sign-on access to 4me. This new feature allows them to add an extra layer of security by...
A new Boolean property has become available for automation rules. This property makes it possible to ignore internal notes that have been added to requests. The new property is called public. The screenshot below presents...
The UI extension functionality in 4me is used to add custom fields to a form. This capability has now also become available for the Release form. This means that organizations can add some additional fields...
A very helpful filter has become available for 4me administrators. This new filter allows them to quickly look up all people who have one or more specific roles of their organization's 4me account. This new...
It recently became possible to add information to the organization records of external customers and external providers. Because some providers have many external customers, there is now a need to efficiently add information to the...
A few basic knowledge management reports have been added to help organizations manage their knowledge articles. The five new reports are: Knowledge Articles Knowledge Articles by Service Knowledge Articles by Status Registered Knowledge Articles Registered...
Now that every provider organization can set up its risk register in 4me to manage their risks, they will have a need to track the performance of their risk management practice. That is why a...
Yet another filter has become available. This new filter is called 'Updated' and it makes it possible to use the date on which a record was last updated to filter the views in the Records...
As part of their compliance efforts, organizations practice risk management. They do this to ensure that they identify potential risks in advance, analyze these risks and take precautionary steps to eliminate them, or at least...
A new feature has been added to help provider organizations that use 4me's time tracking functionality for internal chargeback or invoicing their customers. If these organizations have activated effort classes, they will now see the...
The request reports have always ignored request groups. The request groups were not counted because they are merely placeholders to which multiple requests can be related. So the request reports only counted requests that were...
The ID column has been added to the notes export files. Having the ID available in the notes exports can be useful, especially now that 4me is linking notes to time entries. This makes it...
Because most support organizations are not only tracking their SLA resolution targets, but also their SLA response targets, the following three reports have been added to the 'Reports' section of the Analytics console: Average Time...
Three new change management reports have been added to the 'Reports' section of the Analytics console. These three new reports are: Registered Changes by Type Open Changes by Type Completed Changes by Type Because organizations...
Two new reports have been added to make it possible for support organizations to create their own dashboards for tracking the performance of their service desk team. These new reports can be found in the...
For developers who build integrations with 4me, a new section has become available in the Settings console. This new section is called 'Webhook Deliveries'. To access this section quickly, just type web in the Search...
It was already possible in 4me to filter project views and reports by program. This is important for program managers who want to keep track of all open projects that are part of their program. ...
A few more reports have been added to help configuration managers maintain an accurate CMDB. The reports that were added are: Configuration Items by Service Configuration Items by Supplier Configuration Items by Support Team For...
The Time spent field of a request, problem, change task or project task now becomes required whenever text has been entered in the Note field. Some organizations, however, require a note that justifies the effort...
When a managed service provider (MSP) has linked its 4me account with customers that have their own 4me account, they are able to relate the organization records of those customers to their SLAs, but they...
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 ‘All Out of Office Periods' view can now be filtered. The following filters can applied to this view to help administrators find specific out of office periods more easily: Business unit Organization Organization region...
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 someone attempted to log in to 4me several consecutive times with an incorrect password, his or her access to 4me is temporarily blocked. This is a basic security measure that stops people from trying...
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 parameter has become available that allows administrators and account designers to define automation rules that look up the person who is currently acting as the coordinator for a team. This parameter makes it...
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,...
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...
When people applied filters to a view or report, they were not always able to select from all the records of their support organization. The suggestions that would be offered when looking up records 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...
It is now possible to filter the request templates view and reports by the communities that are allowed to use the templates. The visibility options for request templates are 'End users' and 'Specialists', so the...
As an extra security measure, people no longer automatically get an API token when their person record is created in the 4me. Going forward, an API token is generated for a person when he/she first...
An advanced SLA feature has become available for enterprises with multiple support domain accounts, for example for their IT, HR and Finance departments. This feature becomes available when one support domain registers an SLA for...
The service level agreement reports that are available in the 'Reports' section of the Analytics console could already be filtered by the SLA's customer organization. That filter is simply called Customer. The customer of an...
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...
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...
It was already possible to filter requests, change tasks and project tasks by target indication. Now problem views and reports can also be filtered by target indication. To bring the list of target indication options...
The Keywords field was already available for knowledge articles and request templates. The Keywords field has now also been added for services. This allows support organizations to do some search engine optimization (SEO) to help...
Configuration items (CIs) cannot only be related to a service; they can also be linked to a specific service instance of the service that they are related to. Software CIs can even be linked to...
Now that skill pools can be defined, it has also become possible to provide the members of a skill pool SLA coverage. To explain why this is useful, let's take an example where a company...
Not too long ago it became possible to assign project tasks to teams. Now another project management feature has become available. This one allows project managers to assign tasks to skill pools. A skill pool...
It is now possible to create an automation rule that automatically looks up the service instances of a service. This makes it possible, for example, to automatically add all the service instances of the service...
The Auditor role has the permission to see all records in an organization's 4me account, but it cannot add or modify records. This role can now also export all the records that it is allowed...
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...
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...
The ability to filter people by manager became available last week. This week another filter has become available for the people views. The vast majority of enterprise organizations that use 4me set up one directory...
4me administrators and designers are now able to open the 'Automation Rules' section of the Settings console and only export some of their organization's automation rules. This can be especially useful after a few new...
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 little while ago it became possible to use the values in the custom fields of UI extensions to filter views and reports. Because some custom fields may have been given the same name as...
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...
The people views in the Records console can now be filtered by manager. The 'Manager' filter was added to make it easy to find all people who have the same manager. By filtering the list...
The Created At and Updated At columns have been added to the export files for Person Records. These columns are available in both the Comma-separated values (.csv) and Microsoft Excel (.xlsx) formats of these export...
Two special reports have been added to the 'Reports' section of the Analytics console. These reports are intended to provide organizations the ability to quickly find the changes that are likely to go, or have...
A useful feature has become available for all reports in the 'Reports' section of the Analytics console. This new feature allows people to look up all records that are included in a report. To access...
One of the results from the customer advisory board (CAB) meeting last month was that more knowledge management reports are needed. The report that most people asked for has now been delivered. It can be...
The knowledge article views in the Records console can now be filtered by several extra filters. These include the four visibility options that were recently added (i.e. Internal specialists, Covered specialists, Key contacts and End...
The views that list a support organization's knowledge articles now have two additional columns to show when an article was originally created and when it was last updated. These columns have the headers: Created Updated...
It has become possible to link a request template to a change template, even when the change template is not linked to a service. This allows the same change template to be used for multiple...
The Mass Update functionality was introduced several months ago for configuration items. Now it has been extended to request templates. This makes it possible for service desk managers to not only create many similar request...
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...
It was already possible for 4me account administrators and designers to include custom fields in a UI extension that allow users to select an organization, site or person record. Because these fields behave just like...
Change managers may be happy to hear that the options that are available in the Type field of changes and change templates are now fully customizable. Historically, the options that the Type field provided were: Application...
Account administrators and account designers now have an extra view in the 'Dashboards' section of the settings console. This new view is called ‘Dashboards Created By Me’. This additional view makes it easier for them...
When a request template is placed in Edit mode, it used to be possible to link it to a change template which Justification field is empty. This would lead to a situation where the request...
An extra email template has become available. Account administrators and designers can find it in the 'Email Templates' section of the Settings console. It is disabled by default. When this template is enabled, 4me sends out an...
4me automatically takes a snapshot of a project each time a new phase starts. These baselines tell project managers whether or not their projects are still on track. A new option has become available that...
The ‘Current SLA Targets’ section of the Analytics console is the best place for a service provider organization to check whether any of their requests are in danger of violating an SLA target. To offer more...
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...
In addition to the earned value charts that have been added to the baseline, there are two more charts available now to help project managers track the progress of their projects. These other charts are the...
4me's support for the Earned Value Management (EVM) methodology has been extended. It now offers two graphical representations that visualize whether a project is progressing as planned. These graphical representations are the Earned Value chart and Earned...
4me already offered managers some reports to keep an eye on the expiration dates of first line support agreements (FLSAs), SLAs and contracts. These reports can be found in the Analytics console under these names: Upcoming...
The ability to delete (or redact) notes used to be reserved for the 4me administrators of the account in which the Person record of the person who added the note is registered. If someone whose Person...
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...
The Automation Rules functionality now offers two more functions for the manipulation of text strings. These the two functions were specifically added to complement the upcase and downcase functions that were already available. The upcase function replaces...
Because several customers asked for it, 4me now provides administrators the ability to import time entries. This can be useful, for example, for external people who provide their timesheets at the end of each week or...
The UI Extension functionality makes it possible to add custom fields to 4me records. It was already possible to allow people to search through the content of custom fields. Now it is also possible to apply custom...
Two new filters have become available for the problem management reports. The two new filters that have been added are: Team Member These filters make it easy for problem managers, team coordinators, service owners and...
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...
Normally, a knowledge article offers helpful instructions for all people who rely on the service for which the article was written, regardless of the instance that people use of this service. That is because each...
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...
Two new sections have become available in the Analytics console. They are called ‘Provider Reports’ and ‘Customer Reports’. Each section is a dashboard that provides real-time information about service quality. The first provides information about...
The new Baseline functionality for projects makes it possible for project managers to identify deviations from the plan as soon as they occur. As project members work on their tasks and enter the time they...
Gradually more and more advanced functionality is being added to 4me for resource planning. It has recently become possible to plan changes and projects more precisely because managers are now able to specify the planned...
UI extensions are now able to make the following standard CI fields mandatory when the CI’s status is set to a specific option (e.g. ‘In Production’ or ‘Standby for Continuity’): System ID Service Site Location...
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...
Project tasks can now be assigned to teams. This is something that many customers have asked for, because it makes it easier for project managers to plan their projects. Project managers can now simply assign...
The status options that can be selected for a knowledge article have been improved to better align with the Knowledge-Centered Service (KCS) methodology.Continue reading
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...
Project managers can specify the planned effort for each assignee of a project task. The actual effort increases every time an assignee enters a value in the Time spent field of the project task. 4me...
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...
Another useful filter has become available to help support organizations analyze their data more effectively. All change reports and views in 4me can now be filtered by change template. This filter can be especially valuable...
The text, person and created_at fields were already available when an automation rule expression was defined for notes. The fields internal_account and medium are now also accessible. The internal_account field returns the name of the...
The views and reports for change tasks and project tasks that are already finished can now be filtered by status. That was necessary because the status of a finished task can be set to five...
The capabilities of the automation rules have been extended further. The automation rules are now capable of retrieving the service instance that a configuration item (CI) is a part of. Because software CIs can be...
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...
4me UI extensions now provide the ability to determine the number of files that are attached to a record before this record is saved. This can be accomplished with the following JavaScript in a UI extension: ITRP.field('attachment').size() The...
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...
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 time spent reports have been restructured. Rather than having one set of reports for time spent on requests and a separate set of reports for time spent on tasks, the list of time spent...
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...
The value of the following two customer satisfaction reports has improved dramatically because it is now possible to filter them: Customer Satisfaction Service Desk Customer Satisfaction A total of 28 filters have been added to...
The ability to filter has now also become available in the 'Translations' section of the Settings console. This is can be very useful for those who maintain the translations for a specific language. After the...
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...
When the status of a request is set to, for example, ‘Accepted’ or ‘Completed’, 4me automatically sets the Member field to the current user. A different person cannot be selected in the Member field without...
The views that contain affected SLA records and the SLA reports have a few more filters now. The filters that were added are: Customer Customer account Provider account The 'Service Provider' filter was already available....
A new feature has been added to make it easy for problem managers to keep people, who were affected by a problem, up to date. Now, when a problem is placed in Edit mode, the...
A new feature has been added to make it easy to take a snapshot of a dashboard by printing it to PDF. Such a PDF file can then be shared easily with others without even...
Some more reports have been added to make it possible to track the time, and the associated cost, that has been spent on changes. These new reports are similar to the ones that were added...
A few more filters have become available for filtering views and reports. For requests, problems, change tasks and project tasks, the Urgent filter can now be used to quickly limit the data in views and...
Three new functions have been added to the Automation Rules functionality. The main purpose of these new functions is to allow numbers to be rounded to a specific number of decimal places. For example, if...
Two new time tracking reports have become available. These reports make use of the time entry records that are linked to a time allocation record. These are specifically not the time entries that got generated...
A new set of reports has been added for configuration managers. This set is focused on the products that are in use within their organization. The eight new reports that have been added are: All...
It has become a lot easier now to see who changed what when in the designs that are maintained in the Settings console. When an account administrator or account designer opens the Self Service Design...
A whole new set of aging reports has become available. These reports are similar to the ones that were already available, which are: Open Requests Aging since Registered Open Requests Aging since Last Updated Active...
Many organizations have large screens mounted on their walls so that they can display dashboards on them that keep their staff up to date on their operational performance. To ensure that 4me dashboards can be...
A set of reports has been added to help organizations stay in control of their contracts and agreements. The new reports are: Upcoming Contract Notice Dates Upcoming Contract Expiry Dates Upcoming FLSA Notice Dates Upcoming...
Many organizations already require their employees to use two-factor authentication when they log on to the corporate network. The owner of such an organization’s 4me account may also have activated 4me’s security option that requires...
The owner of a 4me account is able to access the ‘Security ‘section of the Settings console. In this section, the account owner is now able to activate the new option 'Two-factor authentication is required'. This...
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,...
The 'is not' filter option has become available for views, reports and dashboards. It was already possible to, for example, filter a requests view by the organization of the requester. The 'is not' filter option...
A number of special filter options have become available. The filter option 'None' is one of these. It is a simple, yet very useful, option. The 'None' option becomes available when filtering on a field...
Mertic reports were recently introduced to support 4me's Dashboard functionality. Already another batch of these metric reports has become available in the ‘Reports’ section of the Analytics console. Continue reading
All configuration item reports in the 'Reports' section of the Analytics console can now be filtered by product category. The same is true for the configuration item views.
Those of you who have already been exploring the new Dashboard functionality will have noticed a new type of report in the 'Reports' section of the Analytics console. This new type of report is called...
A small usability enhancement has been introduced for time tracking. This enhancement makes it possible for people to jump from one of the time entries on their time sheet to the request, problem or task...
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...
The 4me App could already be downloaded from Apple's App Store and Google Play. After downloading the app, it can be connected to an organization's 4me account. This version of the 4me App can only...
After a filter has been added to a dashboard, it is applied to all of the dashboard's reports that allow this filter to be selected. In some cases, though, one of the reports may need...
A new UI extension feature has been added. Administrators and account designers can find it in the ‘Snippets’ section when they are adding fields or editing the HTML of a UI extension. The new feature...
It is now possible to apply the 'Service' filter also to the views that list change tasks or project tasks. Even though these tasks are not directly linked to a service, the change or project...
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,...
A few weeks ago it became possible to edit filters after they had been applied to a report. This improved filter feature has now also become available for the views. When a filter is applied...
The ‘Email Policy’ section in the Settings console has 2 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...
Specialists are now able to create their own dashboards. When they go to the Analytics console and open the ‘Dashboards’ section, they can press the Add button in the toolbar (the one with the big...
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...
DKIM (DomainKeys Identified Mail) is an internet standard used to detect forged sender addresses in email messages. This email authentication method is often used by organization to protect their email users from phishing and spam....
Administrators can download the list of 4me users that are registered in their organization's 4me account when they go to the 'Billable Users' section of the Settings console. This export file can then be used...
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 new reports have been added to the 'Reports' section of 4me's Analytics console. These two reports are: Completed Requests by Account Open Requests by Account
The 4me App is available now for download from Apple's App Store and Google Play. The most important benefit that this app provides over simply using the web browser on your smartphone to access 4me,...
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...
The Automation Rules functionality has been extended with several new operators. These operators have been added to support date and time manipulation. The new operators are: is_monday is_tuesday is_wednesday is_thursday is_friday is_saturday is_sunday year month...
A few more triggers have become available for automation rules. These options make it possible to trigger an automation rule only when a specific update is made. The new options are: On next target update...
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...
Another useful report has been added to the 'Reports' section of the Analytics console. This new report tracks the number and percentage of requests that are submitted using 4me Self Service over time. It is...
The ability to export all the records that are listed in a view, or only the selected ones, was introduced a few months ago. This new export feature has been delivering the export files it...
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...
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...
The 'Registration' filter was made available a few weeks ago for views. This filter makes it possible to limit the records that are listed in a view to those that were registered within a specific...
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...
After the successful introduction of the suggest field for selecting a person record in a UI extension, two similar suggest fields have become available. These two new field types allow users to select an organization...
4me’s import/export functionality has been extended to include email templates. This can be helpful when a new 4me account has been set up in the quality assurance (QA) environment and this setup needs to be...
A very helpful new filter has become available for some of the views in 4me. It is called the 'Registration' filter. This filter makes it possible to limit the records that are listed in a...
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 ability to apply very specific filters to a view has made it possible to add another useful feature to the views in the Records console. The new feature that has been added allows specialists...
Change managers now have two more options at their disposal in the Completion reason field of their completed changes. The options 'Failed' and 'Disruptive' have been added. These additional completion reasons fill a gap in...
Last week the Reference option was added to the Note fields to make it possible to reference requests, problems, releases, changes, change tasks, projects, and project tasks. Now it is also possible to reference knowledge...
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...
Three interesting reports have been added to the 'Reports' section of the Analytics console. These reports provide different graphical presentations of the average time it has taken to get the affected SLAs of requests to...
The automation rules of a change task are now able to look up and update the financial information of configuration items (CIs or assets). This can be useful, for example, when the serial number of...
A new role has been added. It is called the ‘Account Designer’ role. This role can be given to people who need to be able to maintain the organization’s account design, Self Service design, PDF...
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...
4me now offers service desk managers the information they need to track the quality of the support that their teams provide. When they go to the Analytics console, they will find a new option on...
Over time, some requests collect a lot of notes in their Notes section. For example, when the requirements of a request for a non-standard change are not immediately obvious, the request may go back and...
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,...
Several powerful reports have been added that allow organizations to see how often they manage to meet their SLA targets for each service or each service instance. The following reports show the number of times...
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...
The 'Search Phrases' section of the Analytics console can be used to analyze the searches that people performed in Self Service. During a review of the search phrases, a support organization may discover that people...
A new filter has been added to the change management reports that can be found in the 'Reports' section of the Analytics console. This new filter makes it possible to filter these reports by team....
Administrators are now able to export and import UI extensions. This can be helpful, for example, when some UI extensions have been prepared or updated in a 4me QA account. After these UI extensions have been...
The Mass Update functionality for configuration items (CIs) was only recently released. This functionality has been improved to give configuration managers the ability to also update the UI extension fields of CIs. The form that...
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...
In the 'Security' section of the Settings console, it now possible for an organization's account owner to define a list of extensions that files are allowed to have when they are attached to a 4me...
Several filters have been made available in the 'Search Phrases' section of the Analytics console to make it easier to analyze the searches that people performed when they were looking for help. These filters should...
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...
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...
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...
Account administrators now have the ability to define automation rules in request templates. This can be useful, for example when a notification needs to be sent to the organization's information security officer every time the...
In 4me Self Service, employees can submit requests on behalf of a colleague. Quite a few managed service providers (MSPs) are using 4me's Self Service capabilities to allow their external customers, which do not yet...
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
Another two reports have been added for configuration managers. The reports are intended to provide an overview of the assets that the configuration manager's organization owns, supports and/or leases. These two new CI reports can...
It is now possible to use the Automation Rules to copy an entire note, including its attachments, inline images, mentions and formatting, from one 4me record and add it as a new note to another...
After a request has been related to a service instance, 4me knows that the first line team or the support team of the service instance is responsible for meeting the response and resolution targets specified...
The report 'Completed Requests by Business Unit' has been added to the 'Reports' section of the Analytics console. This report is similar to the 'Completed Requests by Organization' report. This one, however, is aimed specifically...
An advanced time tracking feature has been added to give organizations the ability to collect more information when their employees register their time in 4me. This information can then be used to track costs more...
The reports 'Completed Requests By Team' and 'Completed Requests By Member' have been improved. They now show only the requests that were completed by a team of the account in which the report is opened. This...
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
Yet another security feature has been added. From now on, all files that are attached to a 4me record are subjected to a virus scan after they have been uploaded. If the virus scanner detects...
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
The 'Reports' section of 4me's Analytics console contains a large number of basic reports, such as 'Open Requests by Service'. Most of these reports become interesting only after some filters have been applied. Continue reading
Two more Change Management reports have been released. They can be found in the 'Reports' section of the Analytics console. Continue reading
The option 'Work hours are 24x7' has been added to all change tasks and project tasks. Change and project managers can use this option to apply a 24x7 work hours calendar (without any holidays) for...
A new field type has been made available for UI extensions. It is called 'person-suggest' and it provides an easy way to add a field in which a person can be selected. 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
Some good news for the people who have been administering automation rules for changes and projects. They will be happy to hear that, from now on, their rules are duplicated when a template is duplicated. Continue...
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
UI extension fields can now be marked as internal. The easy way to do this when adding a new field to a UI extension is to check the new Snippets option 'Internal'. 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....
Specialists of a trusted account can review a change when it includes a task that is assigned to a team of this trusted account. To avoid the unintentional sharing of the notes and attachments of...
When administrators or auditors access the Settings console of an organization's 4me account, they are able to open the Activity Monitor. The Activity Monitor provides an overview of all people who are registered in the...
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...
Many customers have asked for this and now it is possible; organizations can add the texts entered in UI extension fields to 4me's search indexes. By adding these values to the search indexes, any searches...
Organizations are now able to stop their 4me users from running specific reports. If you are an administrator and you open the 'Reports' section of the Analytics console, you will see that the Edit button...
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 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...
The ability to create a knowledge article from a problem has been extended. Now it is possible to create a new knowledge article from an existing problem, even when a workaround has not yet been...
It is now possible to use Automation Rules functionality of 4me to set or update the Planned effort field value in change and project tasks. Continue reading
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...
All 4me users are now able to see their personal history of security events. End users can see these events in Self Service when they go 'My Profile'. In 4me's full UI, specialists can find...
Last week the reports 'Open Changes by Category' and 'Completed Changes by Category' were added. This week the 'Open Changes by Justification' and 'Completed Changes by Justification' reports became available. Continue reading
The Security section has been added to the Settings console. This section can be used to limit the length of time after which an inactive user's session is terminated. In the past, this timeout was...
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 4me Self Service interface already provided an inbox for specialists, but not yet for end users. When an approval task for a change was assigned to an end user, it had to be picked...
Two more reports have been added for change managers. These are the reports 'Open Changes by Category' and 'Completed Changes by Category'. Continue reading
The report 'SLA Resolutions Over Time' has been added. It shows the trend of the number of resolutions that were provided. This number is presented for each time interval as a bar. In addition to...
4me users are now able to activate 2-factor authentication to better protect their 4me access. To set up 2-factor authentication, users can go to 'My Profile'. In Self Service, users can then follow the link...
The owner of an organization's 4me account is now able to customize the account's password policy. This makes it possible to adjust the rules for 4me passwords so that they align with the requirements of...
A few weeks ago the Notification Center became available in Self Service. This week, the Watchlist functionality has been added to 4me's Self Service interface. This means that end users are now also able to...
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...
When problem managers review an open problem, they can look at the number of requests that are linked to the problem to get an idea of how often people are affected by it. But when...
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 'Legal & Compliance' section has been added to the Settings console. This section can only be accessed by the owner of a 4me account. The primary purpose of this section is to provide customers...
The UI extension functionality makes it possible to add more fields to forms. This functionality has been extended to the Problem form. Continue reading
To make it easier for customers to comply with the GDPR, it is now possible to anonymize person records. This is important because from May 25 onwards, individuals can demand that their personal data is...
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...
The Product ID field has been added to the Product form. It can be used to enter the unique identifier that has been given to a product by its manufacturer. Continue reading
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 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
Last week, the ability to create a problem from a knowledge article was introduced. Now specialists can also go the other way, using a new feature that makes it easy to prepare a knowledge article...
Several filters have been added to the SLA reports that can be found in the 'Reports' section of the Settings console. The additional filters are: Continue reading
The Knowledge-Centered Service (KCS) methodology has provided the breakthrough that companies needed to make Knowledge Management practical and useful. 4me offers a comprehensive set of features to support their KCS implementation. When they start adding...
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...
A new feature has been added to the automation rules. This feature makes it possible to perform a lookup in 4me to check whether a specific record exists. For example, a lookup can be performed...
Each time an email notification is generated by 4me to let someone know that a record was created or updated, an entry gets added to this record's audit trail. This makes it easy to verify...
A new type of update action has been added to the Automation Rules functionality. It is the 'Add' action. Rather than being able to set a field to a new value, this new action makes it...
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...
The Specialist role is no longer able to edit all knowledge articles. Only the articles with the status 'New' can be still be updated by specialists. If a specialist needs to be able to modify...
To make it easier for organizations to meet all GDPR requirements, more actions are now getting logged in the Authentication Log. Continue reading
Many customers have asked for the possibility to add keywords to knowledge articles to help their users find articles using search phrases that are not included in the service name, subject, description or instructions of...
When sensitive information was accidentally included in a note or one of the note’s attachments, it is possible for an administrator to delete this note, provided it was added less than 14 days ago (see...
A start has been made with a new overview that shows the workload of all members of a team. The new view can be found in the 'Resource Planning' section of the Analytics console. There,...
The Time format field has been added to the 'Account Settings' section of the Settings console. This field can be used to select the time format that needs to be selected by default when a...
A new report has become available in the 'Reports' section of 4me's Analytics console. This report allows people to check whether change tasks are being completed within target. Continue reading
Many people have asked for the possibility to add a video to a knowledge article, a task template, or a request. A short video can be very helpful when providing instructions or showing the effects...
Since the 'Reports' section was added to the Analytics console, the number of reports in this section has been growing steadily. Right now there are already 46 reports in this section and this number is...
Another 3 reports have been added to the 'Reports' section of the Analytics console. The new reports are focused on SLA response targets. Continue reading
When you go to the Settings console, you will find a new section called ‘Media Library’. Continue reading
The view that opens on the left side of the screen when you access 4me’s Inbox or Records console can now be filtered more quickly. That is because, by default, the cursor is already placed...
A useful new feature has been added to the Service Hierarchy Browser (SHB) that is available to the right of each request. Continue reading
When a custom date range can be set for a report, the quick ranges make this very easy. Users have indicated, however, that a few more quick ranges would be useful. Continue reading
Project managers are now able to register invoices from suppliers. They can only add these invoices to projects that they are the manager of. Continue reading
This weekend, 9 more reports were added to give support organizations more insight in the problems that affect, or affected, their services. These problem reports already existed: Active Problems by Service Active Problems by Status...
The Project Manager training module has been added to the online learning center. This training makes it possible for project managers to get comfortable with 4me's Project Management functionality, without having to leave their desk....
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
More filters continue to be added to the reports. The latest are the ’Team’ filter for the request reports and the ’Support team’ filter for the configuration item reports. Continue reading
The Planned effort field, which was already available in project tasks, has now also become available for change tasks. The planned effort can be specified in task templates to ensure that change managers do not...
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
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...
The PDF design field has been added for approval tasks of changes and projects. This field is also available in change and project task templates when their category is ‘Approval’. Continue reading
Another two reports have been added. These new reports are there to help configuration managers find CIs with a specific status. These reports are ‘Active Configuration Items by Status’ and ‘Inactive Configuration Items by Status’....
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
A new version of 4me's Self Service interface has been released. It can be activated for your support organization by going to the Settings console and opening the 'Self Service Settings' section. There you will...
A few weeks ago the ability to set custom date ranges for reports was introduced. Now we have taken this a step further. When you go to the ‘Reports’ section of the Analytics console, you...
By default, internal notes are visible when requests get passed between different support organizations within the same enterprise. When each of these support organizations has its own 4me support domain account and one support domain...
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
The ‘Translations’ section of the Settings console provides an easy-to-use interface for organizations to translate the names of their services, the subjects of their requests templates, the labels of the UI extension fields they have...
In the Service Offering form it is now possible to specify default targets for requests for change (RFCs) and requests for information (RFIs). Once defined, these targets are automatically applied when someone, who is covered...
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...
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...
Yet another report has been added to the ‘Reports’ section of the Analytics console. This one is called ‘Registered Requests by Impact’. Continue reading
Some reports in the ‘Reports’ section of the Analytics console have a default date range. It is now possible to select a different range by clicking on the date range that is visible in the...
An extra option has been added to the Trigger field of automation rules. It is the option ‘After delay’. Continue reading
The options that allow service level managers to define who is covered by a service level agreement (SLA) have been extended. Continue reading
Any person who has the Account Designer or Account Administrator role can add automation rules to the tasks of the changes or projects they manage. What's probably more important is that they can also add...
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...
An advanced search option has been added that makes it possible to sort the records in your search results by their creation date. Continue reading
Support organizations are now able to extend the Person, Site and Contract forms in 4me. A recent upgrade of the UI Extension functionality makes it possible to add fields to these forms. Using the Snippets feature...
End users are now able to upload a picture of themselves in 4me Self Service. Continue reading
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 Resource Planning view for projects has been improved. This is the view project managers use to ensure that the project team members do not have too much work assigned to them. Continue reading
The 'Search Phrases' section has been added to 4me's Analytics console. When you open it, you will see two graphs on the right side of the screen. The first graph shows the total number of...
Project managers are now able to switch from a project's Gantt Chart to the Resource Planning view. The Resource Planning view allows them to ensure that the members of the project team do not have...
Most users of 4me already know that they can go to the Analytics console to access the 'KPIs' section. There they can select a process to review a set of KPIs that can be used...
When an organization changes its name as part of a rebranding exercise, this typically affects the name of its 4me account. Fortunately, the owner of the account is able update the account's name simply by...
4me now keeps track of the number of times each knowledge article is opened in 4me Self Service and the 4me App. This data is used to produce the 'Knowledge Article Self Service Usage' report,...
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 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...
Support organizations that publish knowledge in 4me are now able to give their end-users the ability to provide feedback. The administrator of an organization's 4me account can activate this new feature, by checking the 'Allow...
Many organizations have already discovered that 4me can be used to provide a single Self Service portal for all kinds of support. That makes it easy for the employees. Whether they need a new laptop,...
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
Yet another report has been added to the 'Reports' section of the Analytics console. This one is called 'Applied Knowledge Articles'. Shows the articles that have been applied to a request the greatest number of...
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
When you go to the 'Reports' section of the Analytics console, you will see that the report 'Knowledge Article Link Rate' has been added. 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...
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...
The Timesheet Summaries feature has been made available to end-users. They can access their timesheet summaries from the Calendar view. When they deselect the selected date (by pressing it) the 'Time allocation' summary is displayed for...
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...
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
Let's say that you just assigned a request to a colleague, but you want to keep track of its progress. This has just become much easier. All you need to do is press the Watchlist...
The reports that can be made available to key contacts of a support organization now offer drill-down capability. For example, when a key contact opens the pie chart that shows the number of open requests...
The 'Underpinning SLAs' section has been added to the SLA reports that 4me generates. This new section can be really useful when investigating SLA violations. It shows the service level agreements that are in place...
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...
You were already able to use 4me to generate short URLs and corresponding QR codes for configuration items and request templates. Now you can do this for knowledge articles as well. Continue reading
Two nice features have been added to the Configuration Management functionality. The first is an additional column in the product views that shows the number of active CIs. The active CIs are the configuration items...
The Bubble Chart Analysis was recently introduced. Now it's time for another important tool for the Portfolio Management process. It is the Waterline Overview. You can find it in the 'Portfolio Management' section of the...
To help organizations decide which projects to fund, a bubble chart has been made available. It can be found in the new 'Portfolio Management' section of the Analytics console. This bubble chart shows all proposed...
The Key Contact role can now be limited to specific support domain accounts. This makes it possible, for example, to give someone the Key Contact role for the Facilities Management and IT domains, but not...
In many cases, a project manager will start to plan a new project by adding tasks to it. You can see how easy it is to add tasks to a project in the Project Registration...
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...
Support for the project management process has been added to the 4me service. Account administrators can activate this functionality by going to the Settings console and registering at least one project category and one project...
The knowledge management functionality in 4me includes an advanced feature for service desks that provide support in multiple languages. This feature makes use of the ability to translate knowledge articles. Any specialist or service desk...
It was already possible to ask people to add a description when they register a new time entry for specific time allocations. After such a time allocation was selected, a description for the time entry...
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...
One of the capabilities that makes the 4me service so unique is its support for SIAM (service integration and management). 4me makes it possible for organizations to work together on the support of services. From...
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...
From time to time it happens that sensitive information is included in a note or one of the note's attachments. To prevent all support specialists from seeing this information, a new feature has been added...
Last month it became possible to insert images in the Note fields. This was immediately extremely popular, especially in requests where people are using this feature extensively to include screenshots. Because it is so popular,...
The Duplicate functionality has been extended to all templates. Service desk managers are now able to select an existing request template and use its information to create a new one. This can be useful when...
Managers and their substitutes can review the timesheets of the people who work in their organization. They can do this in the Analytics console. Now, when they select a timesheet of a specific employee for...
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 Broadcast functionality has been extended again. This time an option has been added to send out a broadcast to the members of specific teams. Let's assume, for example, that your organization is planning to...
The large text fields in 4me now offer some user-friendly formatting options. Only the most useful formatting features were added, to ensure that users will almost immediately feel comfortable using them. The screenshot below provides...
Managers (and their substitutes) use the 'Timesheets' section of the Analytics console to review the timesheets of the people who belong to their organization. It was already possible for them to adjust the time entries...
Support organizations are now able to perfect the styling of the email notifications that 4me generates for their end users and specialists. The new Email Design functionality makes it possible to use HTML to define...
One of the unique features of 4me is that it allows two companies that both use 4me to establish a trust relation. Among other things, a trust relation makes it possible for one or both...
To ensure that end-users provide all information necessary to complete a specific type of request, support organizations add UI extensions to their request templates. These UI extensions deliver the fields that need to be filled...
Some organizations have internal or external customers that require a description of the time that has been spent for them. In such cases, the administrator can check the new box 'Description required' in the relevant time...
The 'Timesheets' section of the Analytics console allows managers and their substitutes to review the timesheets of the people who belong to their organization. A new feature has been added to make it possible to...
The new Time Tracking functionality allows organizations to specify the number of work hours in a day and in a week. This makes it possible for 4me to automatically fill out the day's remaining time...
Time Tracking functionality was delivered. One of the nice features that users could immediately benefit from was the ability to edit their time entries when they accidentally entered an incorrect amount of time in a...
Last week the new Time Tracking functionality was announced and the basic features that allow employees to register their time were reviewed. What was not yet explained is how managers and their substitutes can review...
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...
Many organizations already ask their support specialists to specify how much time they spend working on assignments (i.e. requests, problems and tasks). But some organizations have indicated that they would like to be able to capture...
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...
In the past, it was possible to switch on time tracking in the 'Account Settings' section of the Settings console. When this option was enabled, all specialists would be asked to register the time they...