Product Updates

The Just-in-Time (JIT) End User Access Provisioning functionality of 4me has been improved a little. It now accepts the attributes first_name and last_name from the identity provider when someone is accessing 4me. These 2 attributes are automatically combined into a single name attribute before the Name field of the person record is set in 4me.

The Product ID field has been added to the Product form. It can be used to enter the unique identifier that has been given to a product by its manufacturer.

The Notification Center, which became available for support specialists in 4me’s full UI last week, has been made available in Self Service. This means that end users are now able to benefit from the Notification Center. And specialists can continue to access the Notification Center when they are on the go, working on their smartphones.

The Notification Center is where specialists can now find the notifications that 4me has always been sending them by email. To access the Notification Center, click on the Notifications icon in the toolbar.

Last week, the ability to create a problem from a knowledge article was introduced. Now specialists can also go the other way, using a new feature that makes it easy to prepare a knowledge article from a problem. This can be useful, for example, when a problem’s workaround needs to be shared with the users […]

Several filters have been added to the SLA reports that can be found in the ‘Reports’ section of the Settings console. The additional filters are:

The Knowledge-Centered Service (KCS) methodology has provided the breakthrough that companies needed to make Knowledge Management practical and useful. 4me offers a comprehensive set of features to support their KCS implementation. When they start adding knowledge in 4me, they can, for example, see how often requests have been resolved using the instructions of each knowledge […]

An approval task of a change, as well as any project task, can be assigned to multiple people. For each approver or assignee, a small record is linked to the task. Such records contain information like the planned effort and status for an assignee.

A new feature has been added to the automation rules. This feature makes it possible to perform a lookup in 4me to check whether a specific record exists. For example, a lookup can be performed to verify whether a person with a specific email address has already been registered. If this is the case, an […]