In many cases, requests are created from a template, when an end user registers it from Xurrent Self Service. It is also possible to set the template afterwards, either using the Service Hierarchy Browser (SHB) or via an automation rule. When setting the template using the SHB, the team is automatically updated to the team that was defined in the template (the template team). When setting the template using automation, the team is not automatically updated. Automation rules can now access the team of the template that is related to a request.
This way, after applying a template to a request by automation, the team that is defined within the template can be easily found and selected for assignment by automation, too.
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Xurrent earns #1 rankings in customer satisfaction, price vs value, and recommendation index in Research In Action's global ITSM/ESM Vendor Selection Matrix report.
Managing risks and delivering successful AI-driven outcomes at the Service Desk
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