Xurrent Help Center

Incidents & SLAs

Guides covering incidents & slas.

• Affected SLA Affected SLAs are small records that are added automatically to a request whenever the request may need to be included in a service level management report. In...
• Affected SLA Fields The table below lists the fields of the Affected SLA form and provides utilization guidelines for each field.
• First Line Support Agreement A first line support agreement ( FLSA ) specifies which team is responsible for providing the single point of contact that end users can contact to obtain...
• First Line Support Agreement Fields The table below lists the fields of the First Line Support Agreement form and provides utilization guidelines for each field.
• Service Level Agreement A service level agreement ( SLA ) is an agreement that is established between a service provider and a customer for a specific service . An SLA describes the...
• Service Level Agreement Fields The table below lists the fields of the Service Level Agreement form and provides utilization guidelines for each field.

Knowledge Base

Guides covering knowledge base.

• Knowledge Article Knowledge articles are used to share useful information with end users and/or specialists . Any specialist can quickly create a knowledge article. They can do...
• Knowledge Article Fields The table below lists the fields of the Knowledge Article form and provides utilization guidelines for each field.
• Knowledge Article Template Knowledge articles templates are used to adapt knowledge articles to the needs of an organization. Knowledge article templates can be maintained by a person...
• Knowledge Article Template Fields The table below lists the fields of the Knowledge Article Template form and provides utilization guidelines for each field.

Requests & Service Desk

Guides covering requests & service desk.

• Records The types of records listed below are the primary entities available within the Xurrent service to organize the activities concerning the delivery and support...
• Records Console Learn more about Records Console.
• Request Requests are normally registered when a user needs support. Requests may also be registered for events of system management tools that require an action to be...
• Request Fields The table below lists the fields of the Request form and provides utilization guidelines for each field.
• Request Template Request templates are used to quickly register requests that are repeatedly reported. A request template can be used to register a new request. Request...
• Request Template Fields The table below lists the fields of the Request Template form and provides utilization guidelines for each field.

Self-Service Portal

Guides covering self-service portal.

• Self Service Design The self service design of an account applies the styling to its self-service portal. The design also dictates the information that is visible on the...
• Self Service Design Fields The table below lists the fields of the Self Service Design form and provides utilization guidelines for each field.
• Self Service Design v2 Fields The table below lists the fields of the Self Service Design form and provides utilization guidelines for each field.
• Shop Article Shop articles can be purchased from the Xurrent Shop once the shop has been set up properly by creating an Order request template which is linked to an Order...
• Shop Article Category Fields The table below lists the fields of the Shop Article Category form and provides utilization guidelines for each field.
• Shop Article Fields The table below lists the fields of the Shop Article form and provides utilization guidelines for each field.