Category Archives: Problem Management
Problem Analysis Target field in Automation Rules
In problem records, the Analysis target field is used to specify when the current assignee needs to have completed the root cause analysis of the problem. It is now possible to check and update the value of this field using an automation rule, as can be seen in the screenshot below.
How to Keep Your Problem Management Practice Alive
Once a colleague told me in a desperate moment that “service providers often relate with problem management like young teenagers relate with sex: everyone talks about it but only a few have really put it into practice”. I’m not sure that every service provider talks about it, but I must agree that I have seen […]
Send Email from Problems, Tasks and More
Earlier this year, it has become possible to send an email from a request. That email becomes a note, as well, and replies to it also turn into notes within that request. Not long after that, an enhancement was made that allowed emails to be sent by automation rules, including from problems, releases, workflows, tasks, […]
Create Integrations With Problem Management
Now that automation rules are available on problem records, it is also possible to create an integration that works on problem management. For this, the generic automation rules on problems have been added to the app offerings. When an automation rule on problems is added to an app offering, it is automatically installed in the […]
Agile Boards Show Waiting Items
When people are looking at an agile board, they are now able to see which items are in the status ‘Waiting for…’ or ‘Waiting for Customer’. A small ‘sleep’ icon is now displayed for each item that is in either of these statuses.
Problem Analysis Target Adjustment
A small adjustment has been made for problem records. Going forward, the Analysis target field is hidden once a problem has reached the status ‘Analyzed’. After all, once the analysis has been completed, the target for completing the analysis is no longer needed. It may be good to know that when the Analysis target field […]
Introducing Mass Update Actions
Many of the actions available in the 4me toolbar and in the Actions menu can now be used to update multiple records at the same time. This extension of 4me’s mass update functionality can significantly improve the lives of specialists when they need to perform the same updates in multiple records. To make use of […]
Use Forward Button to Update Team
The Forward button in the 4me toolbar has always made it easy for people to pass a request, problem or task to a different member of their team. Now this button can also be used to pass such assignments to a different team. Using this new feature is easy. When a specialist selects, for example, […]
Collision Detection
Since your Inbox console now provides real-time information, we were able to introduce another useful feature. This feature shows you a warning whenever you are working in the Inbox console on a request, problem or task, and someone else updates that same record. The following scenario illustrates the usefulness of this feature. Let’s say your […]