Category Archives: Usability
Filters in Xurrent Self Service
So far, filters have only been available in the ‘All Requests’ and ‘My Organization’s Assets’ sections of Xurrent Self Service, as those sections are accessible to specialists, customer representatives, and key contacts. Those users have a much larger visibility to requests and configuration items than end users. We see, however, more and more end users […]
Introducing the UI Extension Designer
A brand new tool for creating UI extensions is now available for account designers and administrators in 4me. It is a visual ‘what you see is what you get (wysiwyg)’ designer, in which fields and sections can be easily created, added, moved, or removed. This is now the default way to create new UI extensions. […]
End User Support Domains in Service Desk Console
In an enterprise organization, it is very common for a person to have a Specialist role in one support domain, but not in others. That doesn’t mean that this person can’t be covered for one or more services from those other support domains, though. To register a request on any of those services, the specialist […]
Quickly Complete Assignments
Few things are as satisfying to a specialist as completing an assignment. Still, the process of completing a request, for example, can entail a number of steps. The specialist places the request in Edit mode, sets the Status to ‘Completed’, sets the Completion reason to ‘Solved’ (if Case Management is not enabled), scrolls down to […]
Shop Category Navigation and Description
A new rich text field has been added to the Self Service Settings page: Shop description. This allows administrators to add a description and / or an image to their shop page on 4me Self Service. This could include instructions on the process for ordering any of the items sold in the shop, for example. […]
Mass Update Requests
In most cases, records in 4me are updated one at the time, driven by a specific workflow or administrative task. For other use cases, it would be helpful to be able to update multiple records at the same time. This must be done with great caution, though, due to the large number of dependencies between […]
Version Control of UI Extensions
Whenever a UI extension is updated and saved, a new version of it is created. Until it is activated, it is labeled ‘Being Prepared’. So far, if an account designer or administrator wanted to return to a previous version of the UI extension, they could copy the HTML, JavaScript, or CSS, paste it into the […]
Time Spent Suggestions
Specialists in organizations that have time tracking enabled in 4me sometimes find it difficult to determine how long exactly they have worked on a specific request, task, project task, or problem. In many cases, they underestimate the time they spent on assignments, resulting in unbooked time at the end of the day. The Time spent […]
Bulk Translations
In our global economy, it is commonplace for most organizations to interact with people who speak different languages on a daily basis. That’s why 4me provides its users with translation capabilities out of the box. This is done on three levels. Auto-translation of notes makes sure that any note that is added in another language […]