Category Archives: Incident Management
Urgent and Major Incident Icons in Records Console
The request views in the Records console now display the urgent icon for urgent requests in the first column. Similarly, the major incident icon now gets displayed in this column for requests that have been marked as a major incident. It may be good to know that when a request has been marked as urgent […]
Introducing Mass Update Actions
Many of the actions available in the 4me toolbar and in the Actions menu can now be used to update multiple records at the same time. This extension of 4me’s mass update functionality can significantly improve the lives of specialists when they need to perform the same updates in multiple records. To make use of […]
Add Live Chat to Self Service with Social Intents
4me now makes it easy to add Social Intents to the 4me Self Service homepage. When activated, anyone who accesses the 4me Self Service homepage will be able to start a chat session using the Social Intents conversion popup. The user’s name and email address are automatically filled in by 4me, so the conversation can […]
Configuration Item Not Required for Customers
The rule that dictates when the Configuration items field of a request becomes required has been perfected just a little more. This time, the objective was to ensure that specialists of a customer organization never become responsible for selecting the correct CI in a request that was automatically completed by a provider without selecting a […]
Use Forward Button to Update Team
The Forward button in the 4me toolbar has always made it easy for people to pass a request, problem or task to a different member of their team. Now this button can also be used to pass such assignments to a different team. Using this new feature is easy. When a specialist selects, for example, […]
New Team Is Not Responsible
Let’s say that there is an issue with the production environment of the Sales Tracking application service. The specialist who is working on the incident has determined that there is something wrong with the infrastructure..
Give Your Teams an Email Address
In some organizations people have gotten used to sending email directly to specific teams when they need help with something. There can be good reasons why a team may prefer to allow the users who depend on their services to continue using email, rather than requiring them to submit their requests using 4me Self Service. […]
Who Is Available Now?
When a team coordinator needs to decide who to assign an urgent request to, it would help if it were possible to see who is currently working in 4me. That is now possible. When someone is active in 4me, a small green dot is displayed in the upper right corner of the person’s avatar. Being […]
Collision Detection
Since your Inbox console now provides real-time information, we were able to introduce another useful feature. This feature shows you a warning whenever you are working in the Inbox console on a request, problem or task, and someone else updates that same record. The following scenario illustrates the usefulness of this feature. Let’s say your […]