Product Updates

Problem managers have access to a special requests view in the Records console. This is the “Requests for Problem Identification” view. If you are a problem manager and you open this view, you get a list of completed requests that are related to a service for which you are the problem manager and which may […]

The reason why 4me is capable of measuring SLAs accurately up and down the service hierarchy and across organizational boundaries has a lot to do with the Service Instance record type. We recently added the History section to the Service Instance form. This section, which is similar to the History section of the Configuration Item […]

The workflow of a change can consist of many tasks. Some of these may ask for information that is relevant for other tasks later on. For example, during the risk and impact analysis a specialist may be asked whether the implementation is going to cause downtime, which is important information for the approvers. Or during […]

4me automatically assigns a resolution target to requests. The SLA information is used to calculate these targets. There are situations, however, where a request needs to get resolved ASAP regardless of what has been agreed on in the SLA. Perhaps the personal assistant of a senior manager needs some assistance in a conference room to […]