Category Archives: Incident Management
Default Source Field Values for Requests
As a follow-up to the recent improvement of the Source labels that are displayed in the request reports, the default values that 4me specifies in the Source field of requests have now also been adjusted to make them a little easier to understand. Henceforth, the Source field of a request that was registered in the […]
Labels Adjusted in Requests by Source Reports
There are three reports available in 4me and one in 4me Self Service (for key contacts) that break down the number of requests by source. In the past, when organizations started using 4me, they would typically see the following 3 request sources: Full UI Self Service Email But because many people did not understand what […]
Two More Request Filters
When a view is opened that lists completed requests, it is now possible to filter this view on the satisfaction response provided by the requester. But the ‘Satisfaction’ filter is not the only new filter that has been added for request views. The ‘Account’ filter has also become available. The combination of these two filters […]
CTI Fallback
With 4me it has always been easy to establish a computer telephony integration (CTI). The CTI support that 4me provides makes it possible to open 4me’s Service Desk console when a service desk analyst accepts a new call. By getting the automatic call distributor (ACD) to ask the number of the request that the caller […]
Show Team in My Inbox When Not Assigned to Me
A subtle usability feature has been added to the ‘My Inbox’ view. When this view is placed in the new multi-line layout, the value of the Team field is now displayed for each item that does not have a value in its Member field. This is helpful for people who act as the coordinator of […]
This Service Is Unavailable
The text, which was displayed when someone moved the mouse cursor over the red dot that indicates that a service is down, has been adjusted. This was necessary because it turns out that people frequently misinterpreted the text, which explained that: “This service is currently unavailable.” Especially in Self Service, this message was often perceived […]
Preview a Person Before Selecting
Service desk analysts who work for very large enterprises have reported that it is sometimes difficult to know who to select when someone with a common name calls the service desk. In such cases, the list of suggestions for the Requester field does not always provide enough detail to uniquely identify the caller, especially if […]
What Time Is It Where You Are?
In 4me, everyone can select their local time zone in their profile. This ensures that 4me presents all dates and times (such as resolution targets) in the selected time zone. What is new is that people are now able to see the local time of others in 4me. That should help them avoid calling someone […]
User Field Renamed to Requester
Service desk analysts will notice that a small adjustment has been made in the Service Desk console. There, the User field has been renamed to ‘Requester’. In addition, the button has been relabeled to ‘New Person’ and the header ‘Requests of User’ now reads as ‘Previously Submitted Requests’. The objective of this minor change is […]