Product Updates

Several extra variables have been made available for use in the email templates that are used by 4me to generate email messages for end users, approvers and support specialists. In total, more than 20 new ones were added, including a variable for the urgency of a request, the impact of a problem, the status of […]

You can create a custom form for your end users by adding a UI extension. In Self Service, end users can then fill out these forms to ensure that the support specialists have all the information they need to complete the request. To ensure that an end user does not change the information in the UI extensions […]

For those of you who were not aware of this already, it is possible to add hyperlinks (i.e. custom links) to the Actions menu. Account administrators can do this in the ‘Custom Links’ section of the Settings menu. Support specialists can then access these custom links by clicking on the Actions toolbar button. This feature […]

It is common for organizations to require their support specialists to track their time in 4me.  The administrators of these organizations can go to the Settings console and open the ‘Timesheet Settings‘ section to activate the ‘Assignment time tracking’ for the departments which people are expected to register their time. This ensures that users are […]

Organizations that include a user acceptance testing step in their application change management workflow are now able to let their customers attach the test results to their approval tasks. This works for approvers who use Self Service, as well as for those who work in 4me as a support specialist. Files can even be added […]

The Search bar has been added to Self Service. End-users can use it to search through all the FAQs and standard requests that are available to them. What makes this search capability special is that it takes into account the user’s language preference. If, for example, your organization supports both English and Spanish, and the […]

The REST API of the 4me service has been extended to make it possible for developers to maintain the one-to-many as well as the many-to-many links between records. Since it has recently become possible to link multiple CIs to a request, we can use that feature to provide some examples. The following cURL call can […]

Yes, that’s right. Now you can link more than one configuration item to a request. If, for example, there are a few PCs that need to be moved or there are some servers that need to be patched, you can link these configuration items to a single request. When you open a request, you will […]

Organizations can save themselves a lot of frustration, time and money when they do not try to register the technical attributes of their configuration items in their CMDB (see Afraid of the CMDB?). It is better to leave this data in the system management tools that automatically discover it. A link from the CI records […]