Product Updates

The recent improvement of the Decline feature has made it possible to add another enhancement. Two more KPIs have been added to help organizations understand how well their Incident Management process is performing. The new KPIs are ‘Declined Back to Us’ and ‘Declined by Us’.

A few more completion reasons have been made available for requests. After a service desk analyst or specialist has set the status of a request to ‘Completed’, the Completion reason field becomes available. This field now offers the following additional options:

The ability to filter reports was only recently introduced. It appears to be quite popular. Customers have already submitted requests for additional filters, which helps us to decide which filters are important to have. The most recent release has added the following filters for the configuration item reports:

The PDF design field has been added for approval tasks of changes and projects. This field is also available in change and project task templates when their category is ‘Approval’.

Another two reports have been added. These new reports are there to help configuration managers find CIs with a specific status. These reports are ‘Active Configuration Items by Status’ and ‘Inactive Configuration Items by Status’.

A few more dimensions have been made available for filtering the KPIs. The new dimensions are: Region, Service instance and Site.

Two interesting reports have been added that help identify requests that may need some attention. These are the reports ‘Open Requests Aging since Registered’ and ‘Open Requests Aging since Last Updated’.

A new version of 4me’s Self Service interface has been released. It can be activated for your support organization by going to the Settings console and opening the ‘Self Service Settings’ section. There you will find the option ‘Use classic Self Service’.

A few weeks ago the ability to set custom date ranges for reports was introduced. Now we have taken this a step further. When you go to the ‘Reports’ section of the Analytics console, you will see that most reports allow you to add filters.