Blog
Insights and Updates: Navigating the Future of Service Management
Workflow Management
Insights and Updates: Navigating the Future of Service Management

Understanding automation vs. intelligence (and how they can work together)
Learn how intelligent automation transforms IT service management beyond basic rule-based workflows to adaptive, learning systems.

The best Enterprise Service Management (ESM) tools in 2025
Discover what Enterprise Service Management is and how it can enhance efficiency and collaboration in your organization. Read more to learn its benefits.

Workflow automation in 2025: Everything you need to know in one comprehensive guide
Explore how AI-enhanced workflow automation magnifies business efficiency, from basic triggers to autonomous systems. Learn implementation best practices and real-world benefits.

Breaking the Doom Loop: How Zenduty and Xurrent are transforming Incident Management
Transform incident management from reactive firefighting to a continuous improvement cycle with Zenduty and Xurrent's Virtuous Cycle approachโreducing disruptions and building IT resilience.

A quick guide to Generative AI (GenAI)
Exploring Generative AI's role in Xurrent's ITSM platform, including AI-powered virtual agents, request summaries, and automation builders that boost productivity across 90% of customers.

From good to great: What to expect from a GREAT service management solution
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.

How Can AI and Automation Transform Efficiency and Customer Satisfaction for MSPs?
Incorporating AI and automation have reshaped how MSPs address repetitive tasks, reduce MTTR, and enhance customer satisfaction. Read more.

The Future of IT Operations Management: Why Xurrent Acquired Zenduty
Xurrent has acquired Zenduty to lead the future of IT Operations Management. Read the blog post to find out more.

Why 81% of companies experience recurring IT failures (and how to prevent them with ITxM)
Discover how ITxM unifies ITSM, ITOM, and ITIM to break the incident management doom loop. Learn how modern IT teams are evolving to serve digital enterprises and prevent costly downtime through unified service management.

Complete guide to Xurrent's AI-related features and functionality
Discover how Xurrent's secure AI-powered platform drives productivity across ITSM, ESM, and ITOM. Learn about key features including auto-classification, translations, and knowledge article creation.
Maintenance Windows
A new Maintenance window field has been added to the Service Instance form, in which a calendar can be selected.
Shop Articles Appear in Search Results
Shop articles can now appear in the global search of both Xurrent Self Service and the Specialist Interface.
Create Note at Request Generation
The Request note field has been added to the โRequest Generationโ section of a task, allowing notes to be created at request generation,
Improved Approvals Involving Delegates
The approval feature involving delegates has been improved, so that essential approvers can never be bypassed.
Maintenance Schedules for All Configuration Items
Recurring workflows can now also be set up for CIs related to the other rule sets, such as logical assets.
Added Phase Filter for Workflow Reports
A โPhaseโ filter option has been added to all reports that are related to workflows that are not yet completed.
Recurring Workflows for CI Maintenance
When a calendar is selected on a recurring workflow or other record, the recurrences will only happen during calendar hours.
Skip Recurrences Based on Calendar
When a calendar is selected on a recurring workflow or other record, the recurrences will only happen during calendar hours.
Added Skill Pool Filter to Tasks
From task and task-related reports it is now possible to see those approval tasks for which a skill pool was selected for approval.
New Task Category for Automation
A new category for workflow tasks has been added to tasks and task templates: Automation tasks.
Task and Project Task Approval by Email
It is now possible to include links in notification emails that enable people to approve or reject a task by replying to that email.
Configurable Note Behavior for Tasks
It is now possible to make a note required when the status of such a task is set to โCompletedโ.
More Flexible Account Trust Options
It is now possible for organizations to specify more precisely to which teams of trusted accounts tasks and project tasks can be assigned.
Custom Views for Workflows
It is now possible to create custom views on workflows, enabling organizations to expose their workflows to users through a UI extension.
Access Workflows with Project Task Automation Rules
From a workflow it is possible to start a project. It is now also possible for an automation rule to access the workflow that started the project.
Workflow Automation Rules
It is now possible to create automation rules on workflows and on workflow templates at the workflow level.