Product Updates

The assignment_count field has been made available in the Requests API. This field keeps track of the number of times a request was assigned to a new team. What makes this field so special is that its value is different depending on the 4me account from which a request’s data is retrieved. An example will […]

Many organizations already ask their support specialists to specify how much time they spend working on assignments (i.e. requests, problems and tasks). But some organizations have indicated that they would like to be able to capture the rest of the workday as well. They want to know what else people are spending their time on. That […]

When looking at the requests in the Inbox views or the Records console, the requester’s organization is visible in the Requester column. The organization name used be looked up dynamically. The result was that, if the requester moved to a different department, the name of the new department would be displayed for the requester’s old […]

In the past, it was possible to switch on time tracking in the ‘Account Settings’ section of the Settings console. When this option was enabled, all specialists would be asked to register the time they spent on requests, problems and tasks. From now on, however, it is possible to be more specific. Assuming that you […]

More and more enterprises are setting up their directory account in 4me. A directory account gives them a single secure environment in which they can maintain all their people, organization and site information. This information is automatically made available to all support domains (such as IT, HR, Purchasing and Legal). Apart from acting as a […]

A while ago, the Waiting until field was added to the Request form. This field makes it possible to tell 4me when you would like to be reminded to continue working on a request. Now that same functionality is available for you in the Problem and Task forms. To set a reminder, select the status […]

End users are by default allowed to reopen a request within 28 days after it was completed. This gives them some time to verify the solution. As long as the status of the request is set to ‘Completed’, the clock remains stopped for the affected SLAs. So, for the support organization it makes no difference […]

An extra visibility option has been added for broadcasts. It is called ‘People covered for any of our service instances’. This option makes it easy for a service provider organization to broadcast a message to all of its customers (i.e. including the external customers that have their own 4me account). When you select this new […]

Yes, the UI extension functionality has been extended again. This time we concentrated on making it possible to add custom fields to the Task form. When you want to add some fields to a specific type of task, you start by defining these field in a new UI extension. Once you have activated this UI […]