Product Updates

A useful feature has become available for all reports in the ‘Reports’ section of the Analytics console. This new feature allows people to look up all records that are included in a report.  To access this new feature, open a report, press the Actions button in the toolbar and select the option ‘Show Underlying Data’ […]

One of the results from the customer advisory board (CAB) meeting last month was that more knowledge management reports are needed.  The report that most people asked for has now been delivered.  It can be found in the ‘Reports’ section of the Analytics console where it is listed as ‘Knowledge Articles by Created By’. The […]

The knowledge article views in the Records console can now be filtered by several extra filters. These include the four visibility options that were recently added (i.e. Internal specialists, Covered specialists, Key contacts and End users) as well as the specific service instances that knowledge articles may have been written for. And because of the […]

The views that list a support organization’s knowledge articles now have two additional columns to show when an article was originally created and when it was last updated. These columns have the headers: Created Updated When an individual knowledge article is selected, the Created and Updated fields are also visible in the knowledge article itself.  […]

It has become possible to link a request template to a change template, even when the change template is not linked to a service. This allows the same change template to be used for multiple similar request templates for different services. This means that, once a service has been selected in a request template, all […]

The Mass Update functionality was introduced several months ago for configuration items.  Now it has been extended to request templates. This makes it possible for service desk managers to not only create many similar request templates using the Duplicate functionality, but also to maintain all of these templates without much effort. To update multiple request […]

Many people have been looking forward to see how 4me’s development team would incorporate native chatbot functionality in the 4me service.  Today, everyone can see how the 4me’s service-oriented data structure and tightly integrated KCS-based knowledge management functionality have made it possible for 4me customers to deploy a fully functional virtual agent in less than […]

It was already possible for 4me account administrators and designers to include custom fields in a UI extension that allow users to select an organization, site or person record.  Because these fields behave just like the standard suggest fields in 4me, they allow users to enter a few characters or words to look up and […]

Change managers may be happy to hear that the options that are available in the Type field of changes and change templates are now fully customizable.  Historically, the options that the Type field provided were: Application Change Infrastructure Change These two options allowed organizations to distinguish between changes that needed to be implemented in accordance with […]