Category Archives: Incident Management
CI No Longer Required for Some Completion Reasons
When the status of a request of the category ‘Incident’ is set to ‘Completed’ and the affected service instance is linked to one or more CIs, then the Configuration items field becomes required. However, the specialist completing the request will probably not know the CI that is causing the incident if the Completion reason field […]
A New Completion Reason
When someone submitted a request and a specialist needs some more information from the requester, the request is set to the status ‘Waiting for Customer’. But when the requester does not reply (perhaps after reminding the requester a few times by mentioning him/her in the Note field), it is common practice to update the status […]
Providers See Request Information Specific to Their Account
When a request is passed from the 4me account of a customer organization to the 4me account of one of its providers and this provider sets the status to ‘Waiting for Customer’ or ‘Completed’, then the request is returned to the 4me account of the customer. At this point the request’s status for the customer […]
Another Source of Requests
It is now possible for organizations to see how many requests have been submitted using the 4me App. The Source field of such requests used to be set to ‘4me Self Service’. Going forward, the value ‘4me App’ is set automatically in the Source field of any request that has been registered using the 4me […]
Email Subject Displayed in Note
When the Mail API receives an email, the body of the email becomes a note. Any note that the Mail API generates already started with the To and Cc email addresses of the inbound email. Henceforth, the subject of the inbound email is also displayed. The subject is presented at the very top of the […]
More Options in Service Desk Console
When an existing request is opened in the Service Desk console, there are now several more options available. These options have been added to allow people to not only register new requests, but to also work on the existing requests of a specific person in this console. People normally work on existing requests in the […]
Improved Pickup Target Measurement
With the release of the first line support agreement reports, the pickup target was introduced. The pickup target allows service desk teams to measure whether they are picking up requests, which are assigned to their team, quickly enough. A request is considered ‘picked up’ as soon as the service desk updates the request to a […]
Improved Impact Icons
People who are colorblind had trouble distinguishing between the gray impact icon ‘Low’ and the red impact icon ‘Medium’. They had the same issue when 4me showed them with the gray impact icon ‘High’ and the red impact icon ‘Top’. To make it easy for them to see the difference, the solid gray bars of […]
You Are Not a Member
When someone has the Specialist role of a 4me account, this person is able to edit requests in that account. This person can, for example, update the status of a request from ‘Assigned’ to ‘Accepted’, which causes his/her person record to be selected in the Member field of the request. But if this specialist is […]