It is now possible for specialists to add or update the request template of an existing request using Xurrent Self Service or the mobile app. Thus far, this was only possible using the Xurrent Specialist Interface, as it contains the Service Hierarchy Browser.
Updating the request template of a request using the mobile app can be very useful for on-site engineers and members of the support teams.
The templates that are suggested to the specialists are the same templates that would be suggested if the request had been updated using the Service Hierarchy Browser that is available in the Specialist Interface. These are the templates that are available for the service instance that was linked to the request. A request template can therefore only be selected when a service instance is selected first.
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