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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 Note From the Road: What SPARK Taught Me About Time
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.
3 Mins
July 1, 2026
News
Partners
How Long Should ITSM Implementation Really Take in 2026?
Most vendors will tell you ITSM implementation takes six months to a year — but modern, configuration-first platforms have rewritten the math entirely. See what real implementations look like in 2026, and why a long rollout is now a choice, not a given.
8 Mins
May 30, 2026
Service Management
Enterprise
Integrations
