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When the Service Desk Analyst role was given the ability to update a request’s requester (see Update the Requester of a Request), the Specialist role also got an extra capability. Specialists were already able to use the Xurrent App and Xurrent Self Service to submit a new request on behalf of someone else, but they were not able to do this in the Service Desk console.
To align this better, specialists can now select someone else in the Requested for field when they are registering a new request in Xurrent’s Service Desk console.
Specialists still cannot select another person in the Requested by field to discourage them from acting as service desk analysts. Or rather, to ensure that they are still encouraged to refer end users to Xurrent Self Service or the service desk when they contact a specialist directly to submit a new request.
If a specialist does need to be able to act as a service desk analyst, he/she can be given the Service Desk Analyst role by someone who has the Account Administrator role.
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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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