Category Archives: Outsourcing
Ability to Update Custom Field Values Restricted
When a template is applied to a request, this template can cause several custom fields to be added to the request. This happens when a UI extension is linked to the request template. In the past, it was always possible for any specialist who had access to the request to update the values of these […]
Impressions from 4me Connect 2019
4me Connect 2019 has come to an end. We welcomed delegates from over 20 countries aboard the ss Rotterdam. A record number of people attended the training sessions during the first day of the event. The main conference was held on the second day and also saw a record number of attendees.
Support for Next Business Day Targets
The target definitions of a service level agreement (SLA) are specified in a service offering. This makes it possible for providers to define multiple service offerings for each of their services. A provider may, for example, offer its Email service at three different levels, e.g. Bronze, Silver and Gold. The availability, reliability, RTO, RPO, standard […]
Generate a New Request From a Task
Another unique collaboration feature has been added to 4me. This new feature makes it possible to include tasks in a change workflow that automatically register a request as soon as their predecessors have been completed. Getting tasks to generate new requests is especially helpful for enterprises working with external providers. These providers typically make request […]
More Data in Affected SLA Exports
The release that went to production this past weekend included an improvement for Affected SLA export files. The following eight columns have been added to these export files: Customer ID Customer Service Level Agreement ID Service Instance ID Standard Service Request ID Support Team ID First Line Team ID Supplier ID The additional data, in […]
Service Provider Included in Time Entry Exports
The time entry export files are especially important to some service providers because much of their revenue depends on them. That is why these export files are treated with extra care to make it as easy as possible to use them as input for financial systems, see for example Effort Class ID Added to Time […]
Identify External and Trusted Organizations
The ‘All Organizations’ view lists internal, external and trusted organizations. This has created a need to easily distinguish between these different types of organizations. When a specialist opens an organization record of a supplier or external customer, this record is now clearly marked as ‘External’ when that organization record is registered in the 4me account […]
Effort Class ID Added to Time Entry Exports
To help managed service providers (MSPs) establish more reliable integrations between 4me and their billing system, the Effort Class ID column has been added to the time entries export files. This new column contains the ID (or record number), of the effort class that is related to the time entries. Using the ID, rather than […]
2019 in Review
This past year has once again been exciting for 4me. We were able to welcome more enterprises and service providers as customers than ever before. To keep up, we welcomed several new partners and team members like Frank Bakker, James Lerch, and Patterson Howard. As in previous years, the development team delivered new features at […]