Using the System

Incidents & SLAs

Incidents and SLAs provide structured approaches to managing service disruptions and maintaining performance commitments.

• Affected SLA
  Affected SLAs track request response and resolution targets for service reporting.
• Affected SLA Fields
  Form fields and guidelines for documenting affected service level agreements.
• First Line Support Agreement
  First line support agreements define which teams provide single point of contact for end user IT service support.
• First Line Support Agreement Fields
  First line support agreement form fields define customer service level parameters and configurations.
• Service Level Agreement
  Service level agreements define minimum service availability and support commitments between providers and customers.
• Service Level Agreement Fields
  Service level agreement form fields define performance commitments between service providers and customers.

Knowledge Base

Knowledge base features enable users to store and access organizational information.

• Knowledge Article
  Knowledge articles share useful information with end users and specialists.
• Knowledge Article Fields
  Knowledge article form fields help organize and categorize documentation content.
• Knowledge Article Template
  Knowledge article templates allow organizations to customize knowledge articles with specific fields and restrictions for different services.
• Knowledge Article Template Fields
  Knowledge article template fields define the structure and default values for creating standardized knowledge articles.

Requests & Service Desk

Service desk functionality enables users to submit and track support requests efficiently.

• Records
  Records organize activities for IT service delivery and support within Xurrent.
• Records Console
  Records console provides access to view, edit and create different types of records.
• Request
  Requests handle support needs, incidents, and service management actions within the system.
• Request Fields
  Request fields define data entry and tracking elements used in service desk requests.
• Request Template
  Request templates enable quick registration of repeatedly reported requests with predefined information.
• Request Template Fields
  Request template fields configure the available options and default values for creating new service requests.

Self-Service Portal

Users can access and manage their service requests through the self-service portal.

• Self Service Design
  Self service design configures the styling and content for customer-facing portal interfaces.
• Self Service Design Fields
  Self Service Design fields configure the appearance and content of customer-facing portal pages.
• Self Service Design v2 Fields
  Self Service Design v2 fields control HTML and CSS customization options.
• Shop Article
  Shop articles are items that can be purchased through the Xurrent Shop system.
• Shop Article Category Fields
  Shop Article Category Fields define the structure and properties for organizing shop articles hierarchically.
• Shop Article Fields
  Shop article form fields and their utilization guidelines are explained.