When an end user adds a note to a request, it usually means that they asked for an update, or added important information to the request. When a specialist is assigned to this request, or follows it using the Watchlist functionality, a notification is sent. Especially in situations with large numbers of open requests, such updates can be missed, though. To help specialists find requests where an end-user has not yet been answered, a filter has been added to the ‘Requests’ views: Last note by requester.
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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.
7 Min Read
June 13, 2025
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