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With growing watchlists, the need to maintain those lists also grows. Every record that a person is watching is added to the Watchlist view, which is an alternative view to the Inbox view: A watchlist...
Category: Request Fulfilment
Last year, a feature was introduced that enables people to send and receive emails to known and not-yet known users, directly from the Request form. Those emails are added as notes within that request, and...
After a request has been completed for an end user, this person is able to reopen this request during the next 28 days. After that period, it is also no longer possible to provide feedback...
Requests, (project) tasks and problems can be forwarded to other team members or (members of) other teams by pressing the Forward selected assignment… button in the header bar by the person to whom that assignment...
When an incident, RFC or RFI is created or edited, the Service Hierarchy Browser (SHB) opens at the right side of the screen. Here, a specialist can apply the correct service instance, configuration item, template,...
When multiple requests are grouped into one request group, that request group contains a section ‘Grouped Requests’, which is collapsed by default. Because the number of requests that are grouped together can be an indication...
The Waiting until field is used to specify the date and time at which the status of a record is to be updated from ‘Waiting for…’ to ‘Assigned’. This field is available only when the...
When a request is grouped with another request or a request group, it only makes sense that the Desired completion date for all these grouped requests is the same. Until now, it was only possible...
When an end user adds a note to a request, it usually means that they asked for an update, or added important information to the request. When a specialist is assigned to this request, or...
In 4me® it is possible to send and receive emails to known and not-yet known users, directly from within the Request form. In the ‘Send Email from Request’ template, which should be prepared in order...
Two new reports are available from the ‘Reports’ section of the Analytics module: ‘Completed Requests by Hour’ and ‘Completed Requests by Day and Hour’. These reports can give insight to management whether the actual work...
When an email is sent to 4me®, the Mail API ensures that the information in the body of the email gets added as a note in a new or existing request. When that email was...
Key contacts and customer representatives can see the ‘All Requests’ section in 4me Self Service. For persons with the Key Contact role, all requests that are related to the organization of the key contact are...
Customer satisfaction measurement is not just a metric for management reporting, it is a starting point for improving processes and services. That is why request records contain a field called Addressed, which is set to...
It is now possible to create a new request in 4me from Slack, a messaging program for business. This can make it easier for an organization's customer support team to register a request when the...
Work continues on updating the 4me Specialist Interface. After updating the views, the previews, the font, the service hierarchy browser, the main menu and several smaller aspects of the user interface, the Service Desk console...
It is now possible to duplicate UI extensions. This is especially useful when an account designer or administrator has to create many similar UI extensions. Instead of creating them all from scratch, they can now...
After the recent enhancement that allows people to send an email directly from a note in a request, another powerful feature for sending emails from 4me has now been delivered: sending emails using automation rules. ...
It is now possible for specialists to add or update the request template of an existing request using 4me Self Service or the mobile app. Thus far, this was only possible using the 4me Specialist...
Last year, a new option in the ‘Self Service Settings’ section of the Settings console was added to allow people to register as end users for 4me Self Service. At that time, it was not...
In 4me, teams can either work with a coordinator or without one. When a coordinator is specified, that person will receive all the team’s assignments that are not assigned to a specific member in his/her...
When a request (or problem) is related to a workflow, the assignment is automatically set to the manager of that workflow. This makes sense in many cases, but in other cases, for example where the...
The @Mention functionality in 4me is a powerful mechanism to communicate with people within an organization’s own account(s) and other trusted accounts, right from the related ticket. In some cases, however, an organization may prefer...
Sometimes, when an approval is needed for a request, users want to continue working on that requests after that approval. Until now, the work would have to continue on a workflow, as approval tasks are...
A new filter has been added to the ‘Inbox’ view of the 4me Specialist Interface for ‘My Inbox’. This ‘Member’ filter allows users to see only requests that are assigned ‘to me’. Using such a...
Organizations that provide services to consumers, students, or citizens, often use their website as a portal for answering questions or logging requests. Registering these people and their requests in 4me enables these organizations to apply...
When an end user in 4me Self Service registers a new request or opens a request in which the user is mentioned after the request had been closed, the Add Note button is shown. Clicking...
In 4me, users can make reservations for configuration items by submitting a request from a request template of the category ‘Reservation’. This functionality has now been extended by offering the possibility to book recurring reservations. ...
Up to now, most widgets that can be placed on the 4me Self Service homepage did not have built-in headings, but the ‘my_open_requests’ and ‘my_completed_requests’ widgets did. This inconsistency, in some cases leading to an...
Custom suggest fields can be added to UI extensions when it is necessary to ask users to select a value from a list of organization-specific options. Now it is possible to create dependencies between such...
A new option in the ‘Self Service Settings’ section of the Settings console makes it possible to allow people to register as end users for 4me Self Service. This new functionality can be very helpful...
Request templates can now be filtered by change manager and by change template. This can be useful, for example, when someone from the organization needs to find request templates that are linked to a specific...
Request templates are now accessible by automation rules. This means that organizations can now automatically apply a request template to a new or existing request. Request templates can be selected within automation rules using the...
Since the beginning of last June, it has been possible for end users to withdraw their request in 4me Self Service, when they no longer need the request to be completed. A few more enhancements...
The ability to use automation rules to look up the service provider of the service of the service instance of a request has been added. This can be useful, for example, when information needs to...
When a request is linked to a change, it is possible to close the request before all the tasks related to that change have been completed. In most cases, such requests should not be completed...
The 'Request Templates' view can be accessed by going to the Records console and selecting the option 'Request Templates'. This view now offers two more filter options. The filters that have been added are 'Team'...
Several improvements have been made to make it a little easier for people to work with reservations. The first and most important improvement ensures that people who reserved an asset are now able to change...
Specialists can now collapse the agile board section that is presented below a request if they prefer not to see this section. To make this possible, the name of the agile board is now presented...
Many customers have asked to make it possible for requesters to track the progress of their requests, even when they are linked to a change. Such requests would only show the requester that the status...
Request templates are prepared for types of requests that are frequently submitted. They make it easy for requesters to submit such requests. By linking a request template to a service offering, it becomes possible to...
The filter 'Keywords' can now be applied to the views and reports of request templates, knowledge articles and services. This makes it possible to exclude all the records that do not include a specific word...
An exciting new feature has been added to 4me's change management functionality. This was one of the features that this year's customer advisory board (CAB) members decided to assign a high priority to. The objective...
When a template is applied to a request, this template can cause several custom fields to be added to the request. This happens when a UI extension is linked to the request template. In the...
4me already made it possible to generate a short URL for a request template, knowledge article, configuration item, as well as many other types of information like phone numbers, maps, SMS messages, etc. These short...
Another unique collaboration feature has been added to 4me. This new feature makes it possible to include tasks in a change workflow that automatically register a request as soon as their predecessors have been completed. ...
The ability to duplicate templates has been available for a few years already. It is widely used to speed up the creation of new templates. After the introduction of automation rules for changes and projects,...
The report 'Request Completion Duration' has been added to allow support organizations to see how long it typically takes them to resolve requests. This report simply looks at the time it takes for a request...
Another useful report has been released. It is called ‘Time Spent by Request Category Over Time‘ and can be found in the ‘Reports’ section of the Analytics console. This report can be useful for support...
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...
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...
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...
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...
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...
Another set of time spent reports has become available in 4me’s Analytics console. These reports have been added to make it easier for service provider organizations to identify requests that their specialists have spent a significant...
When someone performs a search is Self Service, the search looks through all the records that this person has access to in Self Service. That means that the search results may include this person’s requests,...
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 '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...
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...
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...
When an organization has prepared a large number of request templates for some of its services, it can be a little cumbersome for support specialists to find the correct template in the Service Hierarchy Browser...
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...
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
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...
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 visibility options for request templates have been renamed. They used to be called 'Self Service' and 'Service Hierarchy Browser'. But because specialists can now find all the request templates in Self Service that they...
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
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...
End users will see a different icon for the request templates in their Self Service search results. The intent of the new icon is to signal more clearly that selecting a request template from the...
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...
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...
Most organizations that use 4me also make use of UI extensions to add custom fields to the user interface for specific types of requests, tasks, configuration items, etc. When they get comfortable with this, they want...
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...
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...
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...
Account administrators are now able to configure the features that are available to end users. They can do this in the new 'Self Service Settings' section of the Settings console. When the first option is...
You can share a hyperlink with your end users that they can use to quickly submit a certain type of request. Similarly, you can send people a link with which they can register a request...
Approvers are now able to review all the requests that are linked to the changes they have been asked to approve. The requests can be opened directly from their approval tasks in 4me Mobile or...
End users are able to reopen their completed request in 4me Self Service and 4me Mobile, provided that they were completed within the past 28 days. Apparently, not all end users noticed the reopen option....
For a while now, it has been possible to assign an approval task to multiple approvers. When the minimum number of approvals have been given, or when one of the approvers rejects the task, the...
You can create a custom form for your end users by adding a UI extension. In Self Service, end users can then fill out these forms to ensure that the support specialists have all the information...
End-users are now able to use their smartphones to submit and track their requests. Their managers are also able to approve changes. And all users can review the broadcast messages that are targeted at them....
Wherever we can, we try to minimize the amount of administration required from support specialists. We don't just do that to make the support specialists happy, though. It saves organizations real money when their people...
The Search bar has been added to Self Service. End-users can use it to search through all the FAQs and standard requests that are available to them. What makes this search capability special is that...
More and more, organizations are using UI extensions to ask their users to define their requirements by filling out some required fields. That can dramatically improve the efficiency with which standard service requests get processed....
Another improvement of the UI Extension functionality has been released. This one significantly improves the presentation of the fields that organizations have added to their requests. In the past, the additional fields were presented in...
Here's a new feature that you can use to bring more consistency and efficiency to the way support specialists handle specific types of requests. The new Instructions field of request templates can be used to...
Another small improvement has been added to the UI Extensions functionality. This improvement makes it possible to give each UI extension a title. The Title field is located just below the Name field on the...
What makes the Service Desk console so powerful is that it proactively provides service desk analysts with the information they need while they are interacting with a user. One important piece of information was missing,...
Now that you can make the Asset field available in Self Service so that end-users can select a configuration item, you may want to make this field required for certain types of requests. We have...
When you are editing a request template, you may notice that a checkbox has been added just below the Configuration item field. You can check this box if you want end-users to be able to...
A number of organizations are already making good use of UI extensions. It helps them increase the efficiency, quality and predictability of their Request Fulfilment process. The Snippet functionality is especially useful when creating a new...
There's good news for those of you who are using UI extensions to add small forms to 4me's user interface. Now you can quickly add date fields, date and time fields, or just time fields to...
Task templates are used extensively to define standard workflows for the Change Management and Request Fulfilment processes. To make these workflows more dynamic, three assignment options have been added for task templates. The first is...
UI extensions are used to create custom forms. These custom forms are then linked to request templates. End-users are asked to fill out such a form when they select a request template that is linked...
Many support organizations have an intranet or internet site where they describe the services they offer. Now they can include hyperlinks in these descriptions that point their customers to the appropriate request template in Self...
