Category Archives: Incident Management
Completed Requests by Completion Reason
Yet another report has been added to the ‘Reports’ section of the Analytics console. This new report is called ‘Completed Requests by Completion Reason’.
A New CTI Feature
The computer telephony integration (CTI) capabilities of 4me have been extended again. The new feature that was added allows support organizations to use their automatic call distributor (ACD) to collect a request ID from a caller before passing the call to the next available agent.
Mention Any Mentioned Person
When a request is passed from the 4me account of an IT department to the 4me account of one of its managed service providers, the specialists of the MSP were already able to mention the following people in the Note field of the request:
Service Instance Field Improvement
The Service instance field of requests has been improved. Service desk analysts and specialists will notice this after they have placed a request in Edit mode. The Service instance field now behaves in a similar way as the Configuration items field below it.
Support ID Visibility
The Support ID field is available in each person record. This field is used by support organizations to enter a number or code that service desk analysts can ask for when someone contacts the service desk. It essentially provides the answer to a simple challenge question. If the end user is able to provide this […]
Where Do Declined Requests Go?
Apparently, users have often felt uncomfortable about declining requests because they were uncertain about where a declined request would get routed. That is why 4me now displays a message when a request is being declined.
Broadcasts for Service Desk Analysts
Because service desk analysts often spend most of their time in the Service Desk console, they may not see the broadcasts that are intended for them. Also, when they are assisting someone, it would help if they could see the broadcasts that are relevant for this user.
Declining Requests Up the Assignment Trail
After a request has been declined, it is automatically reassigned. The request is returned to the team coordinator when it was declined by a specialist who works for a team that has an active coordinator. The team coordinator may subsequently need to decline the request as well to ensure that it is returned to the […]
System Notes
There are some notes that 4me adds automatically to requests. For example, when a change is successfully completed, a note is added to each request that is linked to the change to inform the requesters that the change has been implemented. What is new is that it has become easier to distinguish these system notes […]