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Knowledge Article Suggestions after Service Selection
After an end user has selected a service in Self Service, a list of the available request templates (or standard requests) for that service is suggested. The same screen now also offers the public knowledge articles for the selected service.
Duplicating Knowledge Articles
Sometimes a new knowledge article needs to be prepared that is very similar to an existing one. If the existing article has already been translated and keywords have been added, being able to duplicate this article, rather than starting from scratch, can save some time.
Adding Configuration Items to a Person
After opening a configuration item (CI) in Edit mode, a configuration manager is able to relate people to it as users. That has always been possible. Now it is possible to do this the other way around as well.
Review Knowledge Articles Before Applying
In the Service Desk console, the service desk analysts were already able to open a knowledge article from the list of search results in a separate browser tab. This is done by performing a Ctrl + Click on the subject of the knowledge article. It allows service desk analysts to review the description and instructions […]
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.
Add Automation Rules to Task Templates
Automation rules can now be added directly to task templates. In the past, it was only possible to add automation rules to task templates that belong to a specific change or project template.
Visibility Indicator for Request Templates
The visibility options for request templates have been renamed. They used to be called ‘Self Service’ and ‘Service Hierarchy Browser’. But because specialists can now find all the request templates in Self Service that they are able to select in the full UI, the label ‘Self Service’ was no longer appropriate. This label was therefore […]
Enforcing TLS v1.2
Currently, when customers connect to the 4me service, the HTTPS requests made accept the SSL protocols TLS v1.0, v1.1 and v1.2. To further improve the security of the 4me service, TLS v1.2 will soon be enforced. This will prevent the use of weak ciphers such as RC4 and 3DES. The supported cipher suites can be […]
Reset Your API Token
API tokens needs to be treated with great care because they allow people to access the 4me service through the 4me APIs. If someone believes that his/her API token has accidentally been shared with others, it is possible to obtain a new API token.