RFC Type Fields
RFC Types allow administrators to define subcategories for RFC requests (such as Change or Service Request), improving classification and reporting in Xurrent.
RFC Type
Organizations that follow ITIL-aligned practices often distinguish between different types of work, such as Service Requests and Changes, because each type may follow a different lifecycle and reporting model.
The RFC Type feature allows account administrators to configure a list of RFC types to better classify RFC requests in Xurrent.
Previously, RFCs could not easily be differentiated. With this feature, administrators can define RFC types that appear as subcategories of RFC requests, making it easier to understand the nature of the request.
Typical examples include:
- Change
- Service Request
How RFC Type Works
Administrators configure RFC Types under the Settings menu at the support domain level.
When creating a request:
- The user selects RFC as the request category.
- The RFC Type appears as a subcategory.
- After submission, the selected RFC Type is displayed as the Category on the request.
This makes it easier to identify the type of request at a glance.
Key Characteristics
- RFC Types are optional.
- If no RFC Types are configured, RFC requests continue to function as they normally do.
- The selected RFC Type becomes visible as the Category on the request.
- RFC Types improve request classification and visibility.
Search, Filtering, and Reporting
RFC Types are available across several areas of Xurrent:
- Request search
- Request console filtering
- Reports and analytics
For example, reports such as Completed Requests by Category can group requests by categories like:
- Incident
- RFI
- RFC
- Service Request
This enables more accurate reporting and better visibility into different types of work handled by service teams.