The Support ID field is available in each person record. This field is used by support organizations to enter a number or code that service desk analysts can ask for when someone contacts the [...]
It is now possible to reactivate an expired SLA, first line support agreement or contract. This makes it possible to temporarily expire an agreement, or to activate a contract again after its [...]
The Expiry Date column has been added to the views of SLAs, first line support agreements and contracts. This column is primarily intended to provide an easy way to look up the agreements and [...]
After an end user has selected a service in Self Service, a list of the available request templates (or standard requests) for that service is suggested. The same screen now also offers the [...]
After opening a configuration item (CI) in Edit mode, a configuration manager is able to relate people to it as users. That has always been possible. Now it is possible to do this the other way [...]
In the Service Desk console, the service desk analysts were already able to open a knowledge article from the list of search results in a separate browser tab. This is done by performing a Ctrl + [...]
Apparently, users have often felt uncomfortable about declining requests because they were uncertain about where a declined request would get routed. That is why 4me now displays a message when a [...]
Automation rules can now be added directly to task templates. In the past, it was only possible to add automation rules to task templates that belong to a specific change or project template.