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When a request is registered or updated from the Service Desk console and the configuration item that is involved is known, that configuration item should be related to the request. After clicking ‘Link configuration items’ in the Request form a Search box opens that suggests CIs, comparing the first characters that are entered with the CIs Label and Name fields.
Some organizations identify configuration items using the System ID field, as this field is often used to establish the link between a CI record in Xurrent and the information that is automatically maintained for it in a system management tool. To allow these organizations to search for configuration items in the Request form using the System ID, this field is now also included in the suggestions.
If, for example, a service desk analyst wants to register a request involving the DBS00025 – Expense Reporting Production Database but knows this CI only by its System ID ‘WERP01’, he or she can just type in ‘WER’ in the Search box, and all databases for Expense Reporting are suggested.
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During the second SPARK event in Antwerp, I stood at the back of a training room and watched a customer build a custom integration with our new iPaaS, wiring Xurrent to another system in her stack that had never talked to it before. No services rep doing it for her. No statement of work, no project plan with a kickoff and a go-live date. Just a person with live beta access in her hands, connecting two systems by hand, and finishing it before her coffee went cold. A year ago that would have been a multi-week project with a budget attached. She looked up, a little surprised it had actually worked, and said something I have not stopped thinking about since. She said it just gave her her week back.
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