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Insights and Updates: Navigating the Future of Service Management
Request Fulfilment
Insights and Updates: Navigating the Future of Service Management
Struggling with IT support? These 7 service desk tips will change how you work — fast.
It is now possible to update several requests at the same time in Xurrent, using the new mass-update options.
A ‘Tags’ section has been added to the Settings console, where account administrators can maintain the tags that are used in the account.
For a person who is assigned to a request with status Workflow Pending, the toolbar actions which can change the status are now grayed out.
The Case management setting has been added to the Xurrent Account Settings to give non-IT specialists a simplified service management experience.
The Request note field has been added to the ‘Request Generation’ section of a task, allowing notes to be created at request generation,
To make it easier to find or remove a specific record on the watchlist, two new filters are now available on this view.
An email sent from within a request in Xurrent can now be added either as an internal note or as a public note.
The periods for reopening requests and providing feedback are now decoupled. They may be set separately in the Self Service settings.
It is now possible to forward a request, task or problem to team of the current assignee, using the forward button.
Two new sections have been added to the Service Hierarchy Browser to help the specialist avoid duplicate requests.
The total number of grouped requests is now visualized on the request group for a quick overview.
A ‘Waiting until’ filter has been added to requests, tasks, and problems to help users find records that are waiting until a certain date.
It is now only possibly to edit the Desired completion date of grouped requests in the request group itself.
A filter has been added to the ‘Requests’ views: Last note by requester, showing requests where the last note was added by the requester.
The request_requested_for_organization_name email template field has now been made available for the 'send email from request' email template.
Two new reports are available from the Analytics module: ‘Completed Requests by Hour’ and ‘Completed Requests by Day and Hour’.
The organization from which a request originates is now displayed in requests in the ‘All Requests’ section of Xurrent Self Service.
The Addressed button is now also available for the service desk manager from the customer satisfactions reports.
It is now possible to create a new request in Xurrent directly from Slack, a messaging program for business.
When a service desk analyst or a specialist opens the Service Desk console, the user interface is now fully designed to fulfil a single task: submitting a request.
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.
People are now able to register as end users for Xurrent Self Service on the directory account of an organization.
A new setting ‘Assign related requests and problems to workflow manager’ is added to the Workflow Template form.
The new ‘Member’ filter on My Inbox allows users to see only requests that are assigned to them, and not those assigned to their team.
The built-in headings of the ‘my_open_requests’ and ‘my_completed_requests’ widgets on the Xurrent Self Service homepage have been removed.
A few enhancements have been made to the functionality for end users to withdraw their request in Xurrent Self Service.
Organizations can now automatically apply a request template to a new or existing request using automation rules.
The ability to use automation rules to look up the service provider of the service of the service instance of a request has been added.
To prevent specialists from accidentally completing requests that have open tasks, a warning and a new filter have been added.
Several improvements have been made to make it a little easier for employees to reserve assets in Xurrent Self Service.
Specialists can now collapse the agile board section that is presented below a request if they prefer not to see this section. To make this possible, the name of the agile board is now presented above the agile board section. The small triangle in front of the name indicates that it is possible to collapse […]
Service level managers can now establish the link between a service offering and a request template from a request template.
When a customer passes a request with custom fields to an external provider, the provider can no longer update the values in these fields.
Specialists can now easily grab the hyperlink of a knowledge article, request template or configuration item so that it can be shared with an end user.
A unique new collaboration feature makes it possible to include tasks in change workflows that automatically generate new requests.
The duplication functionality for request templates has been extended to ensure that the related automation rules are also duplicated.
A set of time spent reports has become available that makes it easier to identify requests that specialists have spent a significant amount of time on.
The Search functionality in Self Service now provides the ability to look for knowledge articles or request templates only.
Xurrent’s Inbox console has undergone a major makeover. The new Inbox console offers a whole set of helpful usability features.
When there are many request templates for a service, the Service Hierarchy Browser (SHB) now offers the ability to quickly filter the list of templates.
When a search is performed in the Service Desk console, the new visibility options are now displayed for each request template in the search results, just like they were already presented for knowledge articles.
To make things a little easier for people who are not so comfortable with web development, Xurrent provides a set of useful UI extension examples.
End users are able to reopen their completed request, provided that they were completed within the past 28 days.
For a while now, it has been possible to assign an approval task to multiple approvers. When the minimum number of approvals have been given, or when one of the approvers rejects the task, the remaining approvers are no longer able to approve or reject it. This caused some confusion with some approvers. To explain […]
End-users are now able to use their smartphones to submit and track their requests. Their managers are also able to approve changes. And all users can review the broadcast messages that are targeted at them. The best thing is that no one needs to do anything to get Xurrent Mobile. When a user receives an […]
More and more, organizations are using UI extensions to ask their users to define their requirements by filling out some required fields. That can dramatically improve the efficiency with which standard service requests get processed. When a standard service request triggers a workflow, the specialists will not work on the original requests, however. They will […]