Product Updates

Two more reports have become available in the ‘Reports’ section of the Analytics console. They have been added to help provider organizations start the analysis of the requests that were submitted for their services. These new reports are: Registered Requests by Service Registered Requests by Service Instance

The System for Cross-domain Identity Management (SCIM) is a standard for automating the exchange of user identity information between identity domains, or IT systems. The specification for this standard provides two fields related to each SCIM user’s language and localization settings. locale — Indicates the user’s default language preferredLanguage — Indicates the user’s preferred language […]

The time spent reports have been restructured. Rather than having one set of reports for time spent on requests and a separate set of reports for time spent on tasks, the list of time spent reports has been reduced to: Time Spent Time Spent by Team Time Spent by Person Time Entries Time Entries by […]

It has become possible to select one or more business units as a filter for request views and reports. After a business unit has been selected as a filter, the data in the view or report is immediately limited to the requests that were submitted by a person who belongs to an organization that is […]

The value of the following two customer satisfaction reports has improved dramatically because it is now possible to filter them: Customer Satisfaction Service Desk Customer Satisfaction A total of 28 filters have been added to these reports. And the view that becomes available when someone drills down from these reports into the individual satisfaction responses […]

The ability to filter has now also become available in the ‘Translations‘ section of the Settings console. This is can be very useful for those who maintain the translations for a specific language. After the language has been selected, the Filter icon can be pressed in the upper right corner of the list of phrases. […]

The capabilities of the Automation Rules functionality have been extended again. This time the ability to use regular expressions has been added. In combination with the recent enhancement that ensures that the subject of an inbound email is included in the note that the 4me Mail API generates, regular expressions can be used to extract […]

When the status of a request is set to, for example, ‘Accepted’ or ‘Completed’, 4me automatically sets the Member field to the current user. A different person cannot be selected in the Member field without causing the status to be updated to ‘Assigned’. This logic has now been relaxed for the Account Administrator role. Account […]

The views that contain affected SLA records and the SLA reports have a few more filters now. The filters that were added are: Customer Customer account Provider account The ‘Service Provider’ filter was already available. The ‘Customer’ filter replaces the ‘Organization’ filter to remove any confusion between the customer organization and the service provider organization. […]