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ITxM Platform

Unified IT operations and service management

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AI-powered ITSM for the Modern Enterprise

AI-native Incident Management for the Modern Enterprise

Status Pages

Communicate service health in real time

iPaaS

Integrate Xurrent with your full stack

A connected AI fabric, woven across the Xurrent platform, Sera AI brings together signals, service data, and workflows to reduce noise, focus teams on what matters, and accelerate action across IT and the enterprise.

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FEATURES

AI-Powered Incident Management

Helps service desk teams resolve issues faster.

Service Desk

Built to streamline IT workflows and elevate the employee experience from day one.

Workflow Automation

Centralize and coordinate automation efforts across your entire enterprise.

AI Virtual AgentOn-call ManagementSLA ManagementIncident Management for ITSM
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INDUSTRIES

Manufacturing

Resolve plant floor and IT issues before they disrupt production.

Financial Services

Stay audit-ready while resolving issues and reducing operational risk.

SaaS

Detect, respond, and resolve incidents fast to cut downtime and MTTR.

E-commerce

Keep your store online, even during your biggest sales moments.

Healthcare

Protect patient data and resolve issues fast, so care teams stay focused on care.

Retail

Standardize service delivery across every store and channel.

USE CASES

AI Service Desk

Resolve issues quickly with an AI-powered system that automates ticketing.

Enterprise Service Management

Resolve issues quickly with an AI-powered system that automates ticketing.

On-Call Management

Simplify on-call scheduling, automate escalations, and reduce burnout.

Post-Incident Management

Automate postmortems, AI summaries, and post-incident workflows

  1. Help
  2. Using the System
  3. Incidents & SLAs
  4. Sla Notification Scheme Fields
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  1. Help
  2. Using the System
  3. Incidents & SLAs
  4. Sla Notification Scheme Fields
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Sla Notification Scheme Fields

SLA notification scheme fields configure recipient alerts and threshold percentages for service offerings.

The table below lists the fields of the Sla Notification Scheme form and provides utilization guidelines for each field.

Field LabelUtilization Guideline
Name

The Name field is used to enter the name of the scheme.

Disabled

The Disabled box is checked when the scheme may no longer be related to service offerings.

Threshold percentage

The Threshold percentage field can be set to any value between 1 and 99%.

Notify

The Notify table field is used to select the recipients of the notification sent at the configured threshold.

When ‘Current assignee’ is checked, notifications are sent to the current member of requests with an affected SLA to which this SLA notification scheme applies.
If the request is not assigned to a member, it is sent to the coordinator of the team of the request, or, if the team has no coordinator, to all team members.
These notifications are only sent when the request is assigned to the first line team or support team of the affected SLA to which this SLA notification scheme applies.
Notifications can also be set to the service owner. This can only work if that person has access to the Specialist Interface, as notifications are never sent to end users.