Category Archives: Incident Management
SI Path Remembered in SHB
To enable organizations to measure the performance of the support teams that are responsible for a service instance that is or was affected by a request, the 4me service generates affected service level agreements (ASLAs) whenever a request is registered, or its service instance is updated. Exactly which ASLAs are generated depends on several factors, […]
Broadcast Visibility Option Removed
When an administrator or service desk manager creates a broadcast, the audience for that broadcast can be selected in the ‘Visibility’ section of the form. For organizations that use a directory account, the option ‘All people of the [account name] account’ may generate unexpected results when creating a broadcast in one of the support domain […]
Built-in Headers Removed From Widgets
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 orphaned header when there were no requests to display, has now been resolved: the built-in headings of the ‘my_open_requests’ and […]
Agile Boards Show Waiting Items
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 item that is in either of these statuses.
Collapsible Agile Board
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 above the agile board section. The small triangle in front of the name indicates that it is possible to collapse […]
Reopening Requests
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. To improve this, the Reopen button is now placed directly next to the Add Note button. The button has also […]
Filter Capability in SHB Extended
When a specialist is working on a request, the Service Hierarchy Browser (SHB) is there to provide relevant context. The SHB tells the specialist, for example, which service instances (SIs) underpin the SI that is related to the request, which configuration items this SI is made up of, which request templates and knowledge articles might […]
Relaxed Attachment File Size Limit
People may have already noticed that the attachment file size limit has increased significantly. In the past the maximum size of an attachment, including videos and files in the Media Library was 20 MB. This limit has been relaxed to 2GB.
Tier2Tickets – a New 4me Integration
Computer trouble can be hard to understand for non-specialist users. For this reason, most, if not all, computer repair and support technicians are familiar with the dreaded “it does not work” trouble ticket. Tier2Technologies invented the Helpdesk Button to create automated and meaningful tickets, integrated with 4me. The Helpdesk Button is a powerful service tool […]