Product Update

Prevent Update to Invalid Request Category

Carlyn Manly
2019-03-26
1 Min Read

To pass a request to the Xurrent account of another provider, a service instance of this provider needs to be applied to the request. This ensures that the request gets included in this providerโ€™s SLA reporting. Xurrent now helps specialist avoid accidentally removing the link with the service instance, the category options โ€˜Complaintโ€™, โ€˜Complimentโ€™ or โ€˜Otherโ€™ are no longer available in requests that originated from other Xurrent accounts.

Request with limited category options for specialist from external provider

The category options โ€˜Complaintโ€™, โ€˜Complimentโ€™ and โ€˜Otherโ€™ are intended for requests that do not concern a specific service. That is why the Service instance field is removed from a request when one of these three options is selected. Making sure that the service instance is not removed by accident, should help avoid inaccuracies in the SLA reports.