When a service desk analyst opens the Service Desk console to assist someone, the recent requests of that requester are immediately visible to that analyst. Until now, the open request were shown first, and then the completed requests. The algorithm that decides this ordering has now been changed. First, requests with status ‘Waiting for Customer’ are displayed. Then, requests are shown ordered by the date on which they were opened or completed. This way, requests that were completed recently appear higher than they used to. This makes sense, as oftentimes people contact the service desk with question about recently completed requests.
Patrick is 4me's Product Manager. After completing his studies in information science and applied linguistics, Patrick came into contact with service management processes as an IT consultant for CGI and as a billing specialist for World Online, Ziggo and Embratel. He then started his own copywriting business and founded a school to teach children about new technologies. This rare combination of experiences helps Patrick as he explains the unique benefits that 4me has to offer as an enterprise service management solution.