Handling a major service outage can be stressful. End users may have submitted many requests during the outage and most of these will have been grouped together. But after the outage was resolved and the request group was completed, there may still be some open requests that were not yet added to the group. These can now be added by opening the completed group in Edit mode and dragging the open requests onto the group from the Service Hierarchy Browser (SHB).
Even when an individual request was already completed, it can still be added to the completed group. This is done by opening the group in Edit mode, expanding the ‘Grouped Requests’ section, pressing the ‘Link Requests…’ option and entering the ID of the completed request.
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.