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.
A Letter From Our CEO: What I've Learned, What I Believe, and Where We're Headed Together
When I joined Xurrent as CEO in February, I made a commitment to myself before I made any commitments publicly: I would listen before I led. I would get in front of customers, sit down with our partners, and spend real time with the incredible team that built this platform — before I said a word about where I thought we were going.
Xurrent named a Market Leader in Research In Action’s Vendor Selection Matrix™ for IT & Enterprise Service Management Solutions
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.