Category Archives: Incident Management
Allow Your Providers to See Your Specialists
Last week it became possible for an enterprise customer to allow a managed service provider (MSP) to register requests for the customer’s specialists, without having to make the customer’s Service Desk Analyst role available to the MSP. To ensure that the service desk analysts of the MSP are able to contact the customer’s specialists, they […]
Source of a Note
The ‘Copy note to change‘ option was introduced a few years ago. It is a helpful feature for specialists to inform the manager of a change about the information they are entering in the Note field of a task. But when a change manager reviewed the Notes section of a change, it was not always […]
Account Name of Requester
When a specialist opens a request that was submitted by someone from another account, the name of the account in which the requester’s person record is registered is now displayed next to the name of the requester. This is especially helpful for managed service providers (MSPs) that work with enterprise customers that have their own […]
Reference Other Records
The Reference feature has become available in the Note fields of requests, problems, releases, changes, change tasks, projects and project tasks. This is an important usability feature that makes it possible for specialists to include references to other 4me records in their notes. It was already possible to insert the permalink of another 4me record […]
Filter on Member
Another filter has become available for the request views in the Records console and for the request reports in the ‘Reports’ section of the Analytics console. This filter is called ‘Member’. The ‘Team’ filter was already available, but thanks to the ‘Member’ filter it is now possible to get more granular information. This new filter allows […]
Satisfaction Displayed for Completed Requests
An extra column has been added to the views that can contain completed requests. This column shows the satisfaction feedback that was received from the requester. A green thumbs up icon is displayed when the feedback was positive; a red thumbs down icon is presented when the feedback was negative. Apart from the views in […]
Customer Satisfaction Reports
Requesters are encouraged to let their support organization know whether or not they are satisfied with the way their requests were handled. To capture more responses, the ability to provide feedback is now available from within completed requests for 28 days. End users can do this in Self Service and support specialists can do this […]
Going Back Up the Service Hierarchy
An interesting feature has been added to the Service Hierarchy Browser (SHB). It has always been possible to click on a child service instances in the SHB to go down a level in the service hierarchy. Then the ability to reset the SHB was introduced, which essentially offered the ability to jump all the way […]
Open Requests by Business Unit
The report ‘Open Requests by Business Unit’ has been added to the ‘Reports’ section of 4me’s Analytics console. This report is especially useful for large enterprises that are organized in divisions or business units, each with their own departments. For such enterprises, this report can provide a more meaningful overview than the ‘Open Requests by […]