June 6th 2024, Release Note: WFM UK | HR UK: Submitting Support Tickets via the Fourth App

Release date: June 6th 2024

• Enabled by default? - No
• Set up by customer admin? - Yes
• Enable via support ticket? - No
• Affects configuration or data? - No

What's Changing?

A new user access permission in the HR module that, when applied, will give users access to the 'submit a request' page on our Customer Success Portal (CSP) via the Fourth app.

Reason for the Change

To enhance user engagement with Fourth's support teams.

Customers Affected

All customers using the HR module and the Fourth app.

Release Note Info/Steps

• To give a user access to submit support tickets via the Fourth app, go to HR module > Users > Assign User Access
• Search for and select the required Employee
• From the top-right corner, select User Profile
• Scroll down to the 'Other' section and tick the box against Create Service Tickets from Fourth App
• Scroll further down, select Next, and continue to save through the following screens

Fig.1 - 'Create Service Tickets from Fourth App' - access permission in HR

• Once the permission has been enabled, the user can log into the Fourth app, and select All Applications

Fig.2 - Fourth app - 'All Applications'

• And then select Submit a Ticket

Fig.3 - Fourth app - 'Submit a Ticket'

This will then take the user to the 'Submit a request' page on the CSP, where support tickets can be submitted.

Fig.4 - 'Submit a request' page