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Earlier this year, it has become possible to send an email from a request. That email becomes a note, as well, and replies to it also turn into notes within that request. Not long after...
Category: Problem Management
In problem records, the Analysis target field is used to specify when the current assignee needs to have completed the root cause analysis of the problem. It is now possible to check and update the...
Once a colleague told me in a desperate moment that “service providers often relate with problem management like young teenagers relate with sex: everyone talks about it but only a few have really put it...
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...
When an incident occurs repeatedly, a problem manager can register a problem to prevent further recurring of such an incident. Subsequent incidents may be related to that problem, until its cause has been discovered and...
When people are looking at an agile board, they are now able to see which items are in the status 'Waiting for…' or 'Waiting for Customer'. A small 'sleep' icon is now displayed for each...
When the Agile Boards functionality was introduced a few weeks ago, only requests could be placed on agile boards. Now it is possible to also work on problems from an agile board. There is no...
A small adjustment has been made for problem records. Going forward, the Analysis target field is hidden once a problem has reached the status ‘Analyzed’. After all, once the analysis has been completed, the target...
Many of the actions available in the 4me toolbar and in the Actions menu can now be used to update multiple records at the same time. This extension of 4me’s mass update functionality can significantly...
The Forward button in the 4me toolbar has always made it easy for people to pass a request, problem or task to a different member of their team. Now this button can also be used...
There were already quite a few reports that visualize a breakdown of completed work in a pie chart. A typical example is the report 'Completed Requests by Category'. But customers have asked for similar reports...
A few more date range filters have become available. These new filters have become available for the views and reports of the following record types: Requests Next target Problems Analysis target Releases, Changes, Tasks, Projects...
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...
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...
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...
When someone has entered a value in the Time spent field of a request, problem or task and this person subsequently presses the Save button, then a new time entry gets generated for the amount...
The Time spent field of a request, problem, change task or project task now becomes required whenever text has been entered in the Note field. Some organizations, however, require a note that justifies the effort...
The rules that determine when the Time spent field of a request, problem, change task or project task becomes required have been adjusted. The objective of this adjustment is to ensure that people do not...
When a specialist sets the status of a request to 'Completed', the Note field becomes required. The same thing happens, for example, when the status is set to 'Waiting for...' in a problem or task....
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...
A system note now gets added whenever someone marks an assignment as urgent. The system note is inserted in the right sequential order in the Notes section of the request, problem, change task or project...
The 'History' section of the Configuration Item form now provides a bit more information. When this section is expanded, it now displays the status of every request, problem or task that is linked to the...
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...
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...
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...
Problem managers periodically review the requests that 4me me has listed for them in the 'Requests for Problem Identification' view. To help problem managers go through this list more quickly, 4me now automatically opens the...
A subtle usability feature has been added to the 'My Inbox' view. When this view is placed in the new multi-line layout, the value of the Team field is now displayed for each item that...
The Reference feature has become available in the Note fields of requests, problems, releases, changes, change tasks, projects and project tasks. This is an important usability feature that makes it possible for specialists to include...
The views of 4me’s Inbox console have undergone a major makeover. When specialists open their 4me inbox, they will initially not notice a major change. Their inbox still presents the assignments in a table layout....
The filter ‘Completion reason’ has been added to the reports that are generated using the data of completed requests. These reports can be found in the Analytics console. This filter can be helpful, for example,...
A set of 31 additional reports has become available in the 'Reports' section of the Settings console. This is the greatest number of new reports included in a single release. Continue reading
The order in which the requests that are linked to a change are presented within that change has improved. In the past, the requests would be sorted by their ID. Now they are sorted first...
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...
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 UI extension functionality makes it possible to add more fields to forms. This functionality has been extended to the Problem form. 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...
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...
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...
New reports continue to be added to the 'Reports' section of 4me's Analytics console. Continue reading
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...
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...
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...
A while ago, the Waiting until field was added to the Request form. This field makes it possible to tell 4me when you would like to be reminded to continue working on a request. Now...
The Service Hierarchy Browser (SHB) provides information that could be relevant for the request that you are working on. For example, it lists the child service instances and configuration items (CIs) that the service instance...
When the work on a request has been completed, its status is set to 'Completed'. The support specialist is then asked to select an option in the Completion reason field. The value that is selected...
Since your Inbox console now provides real-time information, we were able to introduce another useful feature. This feature shows you a warning whenever you are working in the Inbox console on a request, problem or...
Over the past weeks we have been extending the infrastructure of the 4me service. A major component has been added that delivers real-time updates in your inbox. It makes sure that when a request, problem or...
Problem managers may have noticed a small change in the 'Requests for Problem Identification' view. The 'Service' column of this view has been replaced by the 'Service Instance' column. This provides a little more detail,...
A small improvement has been made for people who are working with problems. When a problem is opened in View mode, they will notice the Created field. This allows everyone to see when the problem...
Problem managers have access to a special requests view in the Records console. This is the "Requests for Problem Identification" view. If you are a problem manager and you open this view, you get a...
