Product Updates

Customers have asked for the ability to filter requests by the person who created them. The creator of a request can be an enterprise employee who submitted a request using the 4me App or 4me Self Service, a service desk analyst who registers requests when enterprise employees contact them for help, or a support specialist […]

Two new sections have become available in the Analytics console. They are called ‘Provider Reports’ and ‘Customer Reports’. Each section is a dashboard that provides real-time information about service quality. The first provides information about the quality of service that an organization receives from its providers; the second about the quality of service it delivers […]

The new Baseline functionality for projects makes it possible for project managers to identify deviations from the plan as soon as they occur. As project members work on their tasks and enter the time they spent on them, as well as the remaining effort, 4me shows project managers whether their projects are on track. Specifically, […]

Gradually more and more advanced functionality is being added to 4me for resource planning. It has recently become possible to plan changes and projects more precisely because managers are now able to specify the planned effort of tasks in minutes rather than hours. In addition, it has become possible for people working on projects to […]

UI extensions are now able to make the following standard CI fields mandatory when the CI’s status is set to a specific option (e.g. ‘In Production’ or ‘Standby for Continuity’): System ID Service Site Location Remarks Attachments (at least one) Nr. of processors Nr. of cores Nr. of licenses Service instances (at least one) Users […]

Support experts who have the Specialist role of multiple 4me accounts may find themselves working on requests that can be seen by other specialists of these accounts. For example, a request may have been passed from an enterprise organization’s 4me account to the 4me account of an external service provider. The expert who is working […]

Another trigger has been added to 4me’s Automation Rules functionality. This new trigger is called: ‘On internal note added’. The trigger ‘On note added’ was already available. That one triggers the execution of an automation rule after a public note has been added. The new trigger ‘On internal note added’ makes it possible for support organizations […]

Project tasks can now be assigned to teams. This is something that many customers have asked for, because it makes it easier for project managers to plan their projects. Project managers can now simply assign a project task to a team. Later, when the workflow automation updates the status of the task to ‘Assigned’, the […]

The status options that can be selected for a knowledge article have been improved to better align with the Knowledge-Centered Service (KCS) methodology.