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.
Sla Notification Scheme
SLA notification schemes automatically alert designated people when service level agreements approach their resolution deadlines.
Sla Notification Scheme Fields
SLA notification scheme fields configure recipient alerts and threshold percentages for service offerings.
Translation
Translation records allow customizing field values for different user language preferences.
Translation Fields
Translation fields enable text localization across different languages in Xurrent records.
Waiting for Customer Follow Up
Automated notifications remind customers about requests waiting for their response for specified periods.
Waiting for Customer Follow Up Fields
Waiting for Customer Follow Up Fields configure automatic request completion timeframes and scheme settings.