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Insights and Updates: Navigating the Future of Service Management
Problem Management
Insights and Updates: Navigating the Future of Service Management
Struggling with IT support? These 7 service desk tips will change how you work ā fast.
Discover the 10 critical areas where service management is evolving from 'good to great,' including AI automation, security, and user experience. Learn how Xurrent's modern platform transforms ITSM with concrete examples of innovation.
It is now possible to send emails from problems, releases, workflows, tasks, projects, project tasks and risks using the user interface.
It is now possible to check and update the value of the Analysis target field of a problem record using an automation rule.
Wouter Wyns, Service Management Architect at Xurrent, writes about Keeping Your Problem Management Practice Alive
It is now also possible to create an integration with problem management, as automation rules on problems were added to the app offerings.
When people are looking at an agile board, they are now able to see which items are in the status 'Waiting forā¦' or 'Waiting for Customer'.
Many of the actions available in the Xurrent toolbar can now be used to update multiple records at the same time.
The Forward button in the Xurrent toolbar can now also be used to pass a request, problem or task to a different team.
A few more date range filters have become available to create more specific views and reports of several record types.
When a specialist saves a record with a new note and a value in the Time spent field, the note gets linked to the time entry that Xurrent generates.
Going forward, Xurrent will prompt specialists to specify how much time they spent after they entered information in the Note field.
Xurrent no longer makes the Note field required for a specialist if the same specialist added the previous note less than an hour ago.
A system note now gets added whenever someone marks a request, problem or task as urgent so that it is easier to see who did this and when this was done.
To help speed up the period review of requests, Xurrent now automatically opens the next request after a problem manager has marked a request as reviewed.
A helpful Inbox feature has been added to help specialists distinguish between assignments that are assigned to them and assignments that still need to be assigned to a team member.
The formatting bar of the Note fields now offers the ability to add references to other Xurrent records, such as requests, problems, changes and tasks.
Xurrentās Inbox console has undergone a major makeover. The new Inbox console offers a whole set of helpful usability features.
The order in which the requests that are linked to a change are presented within that change has improved. In the past, the requests would be sorted by their ID. Now they are sorted first by their status and then by their ID. This improved sorting also affects the sorting of: Requests within a problem [ā¦]
The Service Hierarchy Browser (SHB) provides information that could be relevant for the request that you are working on. For example, it lists the child service instances and configuration items (CIs) that the service instance of the request relies on. It also lists the request templates that could be applicable to the request, as well [ā¦]
When the work on a request has been completed, its status is set to āCompletedā.Ā The support specialist is then asked to select an option in the Completion reason field. The value that is selected is used primarily by the Problem Management process, which allows support organizations to systematically reduce the number times their users [ā¦]
Xurrent now shows you a warning whenever you are working in the Inbox console on a request, problem or task, and someone else updates that same record.
Xurrent delivers real-time updates in your inbox. When a request, problem or task gets assigned to you, you will see it immediately in the Inbox console.