/XURRENT
Blog
Lower the Impact Level of a Request Group
When the category of a request is set to ‘Incident – Request for Incident Resolution’, the following four impact levels are available: Low – Service Degraded for One User Medium – Service Down for One User High – Service Degraded for Several Users Top – Service Down for Several Users When 2 requests are grouped […]
Additional REST API Filter
The REST API for person records now offers an additional predefined filter. The following predefined filters were already available: /people/disabled — List all disabled people /people/enabled — List all enabled people /people/internal — List all internal people /people/directory — List all people registered in the directory account of the support domain account from which the […]
Knowledge Articles Managed by Me
When the knowledge articles are accessed in the Records console of 4me, there are a few views available. One of these used to be called: ‘My Knowledge Articles’. The name of this view seemed to suggest that it lists the knowledge articles that were created by the person who opened the view. But this view […]
Ungroup on Reopen
When requests are grouped together they are linked to a request group. This makes it easy for specialists, because they only need to update the request group. Any updates in the request group are automatically passed to the requests that are linked to the group. So when a request group is completed, all the requests […]
Improved Sorting of Suggested Options
When 4me presents a list of options for someone to choose from, it now handles special characters a little more elegantly. 4me recognizes, for example that an ö is similar to an o and that an û is similar to a u. The example below shows how the name Rene and René now show up near each […]
CI No Longer Required for Some Completion Reasons
When the status of a request of the category ‘Incident’ is set to ‘Completed’ and the affected service instance is linked to one or more CIs, then the Configuration items field becomes required. However, the specialist completing the request will probably not know the CI that is causing the incident if the Completion reason field […]
A New Completion Reason
When someone submitted a request and a specialist needs some more information from the requester, the request is set to the status ‘Waiting for Customer’. But when the requester does not reply (perhaps after reminding the requester a few times by mentioning him/her in the Note field), it is common practice to update the status […]
Display Only the Option Name
There are a few fields in which an option can be selected and where each option has a name that is followed by a short description. This short description is helpful when one of the field’s options needs to be selected. But in Edit mode, these fields are not wide enough to display the name […]
Providers See Request Information Specific to Their Account
When a request is passed from the 4me account of a customer organization to the 4me account of one of its providers and this provider sets the status to ‘Waiting for Customer’ or ‘Completed’, then the request is returned to the 4me account of the customer. At this point the request’s status for the customer […]