Product Updates

The Keywords field was already available for knowledge articles and request templates.  The Keywords field has now also been added for services. This allows support organizations to do some search engine optimization (SEO) to help the users they support find their services more easily in 4me Self Service when they need to submit a new […]

Configuration items (CIs) cannot only be related to a service; they can also be linked to a specific service instance of the service that they are related to.  Software CIs can even be linked to multiple service instances. To make it easy to look up a list of the assets that are part of a service […]

Now that skill pools can be defined, it has also become possible to provide the members of a skill pool SLA coverage.  To explain why this is useful, let’s take an example where a company has a number of safety officers at each site.  These people have all received first aid training and use the […]

Not too long ago it became possible to assign project tasks to teams.  Now another project management feature has become available.  This one allows project managers to assign tasks to skill pools.  A skill pool is a group of people who share a specific capability.  Unlike teams, the members of a skill pool do not […]

It is now possible to create an automation rule that automatically looks up the service instances of a service.  This makes it possible, for example, to automatically add all the service instances of the service that is linked to a change to one of the change’s implementation tasks.

The Auditor role has the permission to see all records in an organization’s 4me account, but it cannot add or modify records.  This role can now also export all the records that it is allowed to see. Auditors can also make use of the ‘Show Underlying Data‘ option in the Actions menu to export all […]

More and more provider organizations are integrating their 4me account with their billing system.  They may, for example, create an item in their invoicing tool for each project task.  That allows them to sync the 4me time entries of their project tasks.  But if a project manager removes a project task from 4me, its corresponding […]

An additional filter has been made available for request views and reports. The filter is called ‘Organization region’.  It allows support organizations to limit a report to the requests that were submitted for people who work for the parts of the organization that are located in a specific region. This filter can also be used […]

Three new reports have been added to the ‘Reports’ section of the Analytics console. These reports make it easy to look up the number of requests that are linked to a service instance of an internal or external service provider that the organization relies on. The three reports that have become available are: Registered Requests […]