Product Updates

A new metric is being tracked for requests. It is called the reopen count. The reopen count is the number of times that a request’s status has changed from ‘Completed’ to a different value.

Account administrators now have the ability to define automation rules in request templates. This can be useful, for example when a notification needs to be sent to the organization’s information security officer every time the request template for security incidents is applied to a request, or when the requester needs to be notified that his/her […]

In 4me Self Service, employees can submit requests on behalf of a colleague.  Quite a few managed service providers (MSPs) are using 4me’s Self Service capabilities to allow their external customers, which do not yet have their own 4me account, to submit requests.  The employees of these external customers can also submit requests for someone […]

A new view has been added to the Records console for requests. This new view is called ‘Requests My Team Is Accountable For’.

Another two reports have been added for configuration managers. The reports are intended to provide an overview of the assets that the configuration manager’s organization owns, supports and/or leases. These two new CI reports can be found in the ‘Reports’ section of the Analytics console. They have the following names: Active Configuration Items by Financial Owner […]

It is now possible to use the Automation Rules to copy an entire note, including its attachments, inline images, mentions and formatting, from one 4me record and add it as a new note to another 4me record.

After a request has been related to a service instance, 4me knows that the first line team or the support team of the service instance is responsible for meeting the response and resolution targets specified in the SLA for the service instance. That is why these teams see the SLA targets in the request when […]

The report ‘Completed Requests by Business Unit’ has been added to the ‘Reports’ section of the Analytics console. This report is similar to the ‘Completed Requests by Organization’ report. This one, however, is aimed specifically at enterprises with expansive organizational structures.