Product Updates

The ‘Search Phrases‘ section of the Analytics console can be used to analyze the searches that people performed in Self Service. During a review of the search phrases, a support organization may discover that people are trying to find a request template but have been unsuccessful because the words they used did not match the […]

A new filter has been added to the change management reports that can be found in the ‘Reports’ section of the Analytics console. This new filter makes it possible to filter these reports by team. The team that this filter uses is the support team of the service that is linked to the change records. […]

Administrators are now able to export and import UI extensions. This can be helpful, for example, when some UI extensions have been prepared or updated in a 4me QA account. After these UI extensions have been tested successfully, they can be exported and subsequently imported in the corresponding production account. To perform an export or import […]

The Mass Update functionality for configuration items (CIs) was only recently released. This functionality has been improved to give configuration managers the ability to also update the UI extension fields of CIs. The form that is used to specify the updates that need to be performed on multiple CIs now includes the UI extension fields. It […]

Another reports has been added to the ‘Reports’ section of the Analytics console. This new report is called ‘Requests with Satisfied Requester’. It is generated using the satisfaction responses from people who indicated that they were happy with the way their request was handled. This report is the counterpart of the ‘Requests with Dissatisfied Requester’ […]

In the ‘Security’ section of the Settings console, it now possible for an organization’s account owner to define a list of extensions that files are allowed to have when they are attached to a 4me record. This list can be used to prevent users from attaching for example .exe, .bat or .cmd files.  Limiting the […]

Several filters have been made available in the ‘Search Phrases’ section of the Analytics console to make it easier to analyze the searches that people performed when they were looking for help. These filters should be especially useful in directory accounts, because these filters make it possible to look only at search phrases that were […]

After a request has been completed, 4me sends out a notification to ask whether the requester is satisfied with the way the request was handled. In the past, when a requester ignored this notification, there was no easy way to still provide a response at a later stage.

A minor feature has been added to the REST API for changes. This API now allows the manager of the change to be set when a new change is created. In the past, the API user would always become the manager of the change, which mimics the behavior of the user interface when a change […]