Category Archives: Incident Management
Share Links with End Users
4me already made it possible to generate a short URL for a request template, knowledge article, configuration item, as well as many other types of information like phone numbers, maps, SMS messages, etc. These short URLs have the advantage that they can be shared with end users in the form of a QR code. But […]
ConnectNow Chat Integration with 4me
A new standard integration has become available for 4me customers, thanks to the ConnectNow development team. ConnectNow is a chat application that allows service desk analysts and service-specific support teams to work on multiple concurrent chat sessions. Support organizations implement ConnectNow to offer their customers a chat interface that connects them with a human support specialist.
Introducing the Redesigned Inbox Console
The views of 4me’s Inbox console have undergone a major makeover. When specialists open their 4me inbox, they will initially not notice a major change. Their inbox still presents the assignments in a table layout. But they may notice the ability to switch to a new layout. The new layout offers multiple lines of information […]
Major Incident Icon Visible in SHB
When a request is placed in Edit mode, the Service Hierarchy Browser (also known as the SHB or sidebar) opens automatically to provide information that may help the specialist with the request. For example, the SHB presents the knowledge articles, known errors and recently implemented changes for the service that is relevant to the request. […]
More Date Range Filters
A few more date range filters have become available. These new filters have become available for the views and reports of the following record types: Requests Next target Problems Analysis target Releases, Changes, Tasks, Projects & Project Tasks Completion target SLAs, FLSAs & Contracts Start date Notice date Expiry date The new ‘Notice date’ filter, […]
Collision Detection in 4me App
Specialists who are using the 4me App on their smartphone may notice the real-time collision detection feature that was already available in the 4me Specialist Interface. That’s because this feature has been extended to the 4me App. Now, when a specialist opens a request using a smartphone, the specialist’s colleagues who are looking at the […]
Show Related Note in Time Entries
When someone has entered a value in the Time spent field of a request, problem or task and this person subsequently presses the Save button, then a new time entry gets generated for the amount of effort that was specified. Apart from specifying a time spent, the person may have also added a note to […]
Time Spent Required When Note Added
The rules that determine when the Time spent field of a request, problem, change task or project task becomes required have been adjusted. The objective of this adjustment is to ensure that people do not forget to specify how much time they have spent working on an assignment whenever it is likely that they have […]
Avoiding Duplicate Notes
When a specialist sets the status of a request to ‘Completed’, the Note field becomes required. The same thing happens, for example, when the status is set to ‘Waiting for…’ in a problem or task. But it happens fairly frequently that specialists add a note, save the record and then realize that they forgot to […]