A new role has been added. It is called the Key Contact role. This role can be given, for example, to the manager of a department.
The Key Contact role gives this person access to the All Requests overview in Self Service. This overview lists all requests that were registered for the people who work for the same department as the key contact person.
The Key Contact role is also useful for external service providers. They can give this access profile to their contacts within customer organizations that do not have their own 4me account. That allows these contacts to see all requests of their organization.
Apart from being able to review the requests of the other people of their organization, key contacts are also able to add notes to these requests. They can even reopen them when the provided solution is deemed unsatisfactory.