Category Archives: Incident Management
Request Group Visibility Enhancements
A couple of improvements have been made to the logic that determines who can see request groups and what they are allowed to see in these request groups. 4me already allowed the requester and support specialists to continue to add notes to a request after it was added to a request group. When they add […]
Group Completed Requests
Handling a major service outage can be stressful. End users may have submitted many requests during the outage and most of these will have been grouped together. But after the outage was resolved and the request group was completed, there may still be some open requests that were not yet added to the group. These […]
Another Way to Add Requests to a Group
4me’s Grouping feature allows specialists to combine multiple requests into a group. Once a request group has been created, specialists can work on this group. Any update of the request group is automatically copied to the group’s requests, which can save specialists a significant amount of time. Requests have always been grouped together using the […]
Who Marked This as Urgent?
A system note now gets added whenever someone marks an assignment as urgent. The system note is inserted in the right sequential order in the Notes section of the request, problem, change task or project task. Such system notes tell others who it was that marked the assignment as urgent and when this was done. […]
Time Spent on Requests and Related Changes
Another set of time spent reports has become available in 4me’s Analytics console. These reports have been added to make it easier for service provider organizations to identify requests that their specialists have spent a significant amount of time on. Time Spent on Open Requests Time Spent on Open Requests and Related Changes Time Spent on […]
Specialists Can Submit Requests for Someone Else
When the Service Desk Analyst role was given the ability to update a request’s requester (see Update the Requester of a Request), the Specialist role also got an extra capability. Specialists were already able to use the 4me App and 4me Self Service to submit a new request on behalf of someone else, but they […]
Update the Requester of a Request
After a request has been saved for the first time, it was no longer possible to select a different person in the Requested by or the Requested for fields. That was intentional, because the person who originally submitted the request should not change over time. Yet there are some relatively exceptional cases where it could […]
Lower the Impact Level of a Request Group
When the category of a request is set to ‘Incident – Request for Incident Resolution’, the following four impact levels are available: Low – Service Degraded for One User Medium – Service Down for One User High – Service Degraded for Several Users Top – Service Down for Several Users When 2 requests are grouped […]
Ungroup on Reopen
When requests are grouped together they are linked to a request group. This makes it easy for specialists, because they only need to update the request group. Any updates in the request group are automatically passed to the requests that are linked to the group. So when a request group is completed, all the requests […]