RFC Type

Overview

Organizations following ITIL practices usually distinguish between service requests and changes. They represent different work with different lifecycles and different reporting needs, but both arrive in Xurrent as an RFC.

The RFC Type list resolves this. Administrators define the types of RFC an account recognizes, for example Change and Service Request, and the selected type then acts as a subcategory of RFC on requests.

The list is optional. If no RFC Types are configured, RFCs behave exactly as they did before the feature existed. For the individual fields on the form, see RFC Type Fields.

Where RFC Type appears

• On the request creation form, RFC Type appears as a subcategory of RFC.
• Once the request is submitted, the selected RFC Type is shown as the request's Category, so the type of work is visible at a glance.
• RFC Type is available for search and reporting, so a report such as Completed Requests by Category can separate Incident, RFI, RFC, and Service Request.

Directory account inheritance

RFC Types can be created and managed at the directory account level, where they are automatically inherited by every child support domain account. Inherited types are available in directory account Self Service and are read-only at the support domain account level, which keeps change governance consistent across the organization.

For accounts using directory account Self Service, define RFC Types at the directory account level only. Support domain account RFC Types remain available for cases specific to a single support domain account.

Billing by RFC Type

RFC Types are available as activity IDs in two places under Financial Details:

• The Activities section of a service level agreement.
• The Activity Rates section of a service offering, as an RFC Type Rates section with Rfc type and Charge type fields.

If no rate is defined for a specific RFC Type, the rate configured for the parent RFC applies.

Managing RFC Type across many records

The RFC Type field is available in the Edit Selected bulk edit panel for request templates and in template import and export files, so a type can be applied across many templates in one action.

RFC types defined on a directory account are usable from bulk edit forms and CSV imports on support domain accounts. A CSV export and re-import of request templates or requests preserves the RFC type rather than clearing it.

Automation rules

Automation rules can read and set the rfc_type field on requests, using the same syntax that applies to other reference-keyed request fields.