Product Updates

Each time an email notification is generated by 4me to let someone know that a record was created or updated, an entry gets added to this record’s audit trail. This makes it easy to verify whether an email was sent out successfully.

A new type of update action has been added to the Automation Rules functionality. It is the ‘Add’ action. Rather than being able to set a field to a new value, this new action makes it possible to add multiple relations to a record.

It is now possible search on behalf of someone else using the Search API. You can use the on_behalf_of parameter to specify the person you are searching for.

The Grouping feature was originally intended to offer some extra support when handling major incidents. That is why it was only possible to group requests for incident resolution. That meant that in order to group 2 requests, they needed to be of the category ‘Incident’.

The access rights of the Key Contact role have been extended. In the past, key contacts were able to use Self Service to look up all requests submitted by people from their organization. Now they can also see the requests submitted by people from all organizations that are hierarchically below their organization.

The Specialist role is no longer able to edit all knowledge articles. Only the articles with the status ‘New’ can be still be updated by specialists. If a specialist needs to be able to modify articles that have already been reviewed and have the status ‘Internal’ or ‘Public’, the Knowledge Manager role can be added […]

To make it easier for organizations to meet all GDPR requirements, more actions are now getting logged in the Authentication Log.

Many customers have asked for the possibility to add keywords to knowledge articles to help their users find articles using search phrases that are not included in the service name, subject, description or instructions of the article.

When sensitive information was accidentally included in a note or one of the note’s attachments, it is possible for an administrator to delete this note, provided it was added less than 14 days ago (see the blog post Delete Notes).