Xurrent ITSM - October 2026 Product Updates

This post is a living document, updated throughout the month as new product releases roll out. Each update listed here is released to our QA environment on the date shown and typically promoted to production the following week. Along the way, customers can review changes, share feedback, and help shape what ships next. Xurrent delivers product updates on a weekly cadence to keep enhancements moving continuously.

October 8, 2026

Problem Management: Tasks on Every Problem

Problems now have tasks. A new "Problem Tasks" section on every problem lists the work needed to fix it. Each task has a Subject, Instructions, a Type, a Priority, a Team and Member, a Status, a Desired completion and a linked Risk. Previously, a problem had no place to split its work into steps that could be assigned.

Problem tasks are available in every account, with no setup needed. Account Administrators and Problem Managers add tasks with "Add task" in the section. Specialists can update and close tasks, and Auditors can read them. In a Strong Privacy account, Specialists see only the tasks of their own teams.

Expanding a task shows its instructions and details. Drag a task to change the order, which saves at once. "Close task" opens a short form where you choose Completed or Canceled and enter a close note, which is required. A closed task can be reopened from its own form by setting an open status again.

A problem cannot be set to "Solved" while one of its tasks with priority "High - Essential to the fix" is open. This applies to every way of solving a problem, including the API, imports and automation rules. It also counts tasks the person solving cannot see. Open tasks with priority "Medium - Expected" or "Low - Optional" do not block. The problem form shows a warning for them instead. When a workflow or project completes while an essential task is open, the problem returns to "Assigned" with a note instead of being solved.

Problem tasks appear in their member's Inbox, in global search, and in a new "Problem Task" console in the Records menu. Full editing is available from the Inbox, global search and the Problem Task console. Editing from the problem record is in progress, and problem task reporting will follow. A member receives an email notification when a task is assigned to them. Account Administrators maintain the options for the Type field on the new "Problem Task Types" settings page. Problem tasks can be exported and imported, and are available through the REST and GraphQL APIs. See Important Messages.

Problem Management: Complete Linked Requests With the Resolution

Problems have two new fields, "Resolution" and "Customer resolution". When a problem is solved, "Save and complete requests" completes its open linked requests and sends each requester the customer resolution. Previously, the linked requests of a solved problem had to be completed one by one.

"Resolution" records the fix for specialists. "Customer resolution" is the text requesters receive, and it is shown once the problem has linked requests. When it is empty, the Resolution is sent instead. A confirmation lists the requests before anything is sent. A written resolution also counts as the note that solving a problem requires.

"Save and complete requests" is offered while solving and on a problem that is already solved, as long as it has open linked requests. Each request is completed with the completion reason "Solved" and is assigned to the problem's Manager. The text becomes its completion note, posted in your name, and also appears in a new "Resolution" field on the request.

Some linked requests are left as they are. These are requests that are already completed or waiting for a workflow or project, requests grouped into another linked request, and requests reopened after an earlier resolution. Requests linked to the problem only from another account also stay open. Editing the resolution later does not change requests that are already completed.

The agile board dialog for the done column and the "Complete…" action in the Problems console offer the same two fields and an "Also complete linked requests" checkbox. A new account setting, "Require a resolution when a problem is solved", makes the Resolution mandatory, including through the API and automation rules. It is off by default. See Important Messages.

Notes: Mention a Team

Specialists can now @-mention a team in a request note. Typing @ offers a choice between "Person" and "Team". The "Team" view lists the teams you can mention, with their number of members. Previously, looping in a team meant mentioning each member by name.

Team mentions are off until they are turned on for a team. An Account Administrator, or the person set as the team's Manager, checks "Enable team mentions" in the new "Notifications" section of the team. Only teams of accounts where you have the Specialist role are offered, so a service provider's specialists never see a customer's teams. In a Strong Privacy account, only teams that can see the request are offered.

When the note is saved, every member of the team who can already see the note is notified: "<Author> mentioned your team <Team> in the following request". A team mention never gives anyone access to the request. If no other member can see the note, the note is still saved and you see a message that nobody was notified. Each person can turn these emails off with "Do not notify me when one of my teams is mentioned", from the "Notifications Preferences" in "My Profile".

You can mention a team on the request form, in toolbar actions such as Forward and Complete, and on agile boards. Team mentions are not offered where one note goes to several requests, such as "Edit All…". They are also not offered in Self Service or the mobile app. In emails and in Self Service, a team mention reads "@Team Name".

Inbox: Workflows Waiting to Start or Halted

My Inbox now lists the workflows that need your attention. These are workflows with the status "Progress Halted", and workflows with the status "Registered" that have no Start date. Previously, workflows did not appear in the Inbox.

A Registered workflow appears in the inbox of the person who created it, when that person has the Workflow Requestor role and is not its manager. All other entries go to the workflow's Manager, and move when the Manager changes. An entry leaves the inbox when the workflow starts, resumes progress, completes, is canceled or gets a Start date. Workflows never appear in team inboxes.

Workflow entries do not raise the Inbox badge. The "Record type" filter has a new "Workflow" option. Notifications for a halted workflow are unchanged. See Important Messages.

Request Groups: Own Configuration Items and a Major Incidents View

In a request group with the category "Incident", each grouped request now keeps its own configuration items. Previously, grouping a request replaced its configuration items with those of the group. A specialist who may edit a grouped request can change its configuration items, and the change is kept. Groups of other categories are unchanged.

On an incident group, the configuration item field is labeled "Configuration items held responsible". The "Grouped Requests" section shows each request with its configuration items and "reported by" its requester. Requests created with "I'm Also Affected" on the group's broadcast start with the group's configuration items, which can be corrected afterwards.

The Requests console has a new "Major Incidents" view. It lists request groups that have a major incident status, and opens on the open ones. "Major incident status" is also a new column you can add to your own request views. Previously, the status was shown only as an icon in the Impact column.

A request of another category can no longer be grouped into a major incident, and a major incident can no longer be grouped into a request group of another category. Once an incident group has grouped requests, its category can no longer be changed. Requests grouped before this release keep the configuration items they have now. See Important Messages.

Configuration Items: RAM in Any Unit

The "RAM amount" field of a server configuration item now takes a number and a unit, from bytes to petabytes. The unit starts at GB, so typing 16 still means 16 GB. Previously, RAM could only be entered in GB.

The configuration item shows the value in a readable unit, such as "16 GB". Hovering over it shows the exact number of bytes. Editing reopens the field in the same unit, and saving without changing it keeps the exact value. RAM and drive capacity are now shown with up to two decimals, so 15.625 GB shows as 15.63 GB.

Existing values are converted automatically and stay the same. In configuration item views, the previous field is now labeled "RAM amount (GB)". The export has a new "RAM Bytes" column, and an import accepts either column. For integrations, the API has a new ram_bytes field (ramBytes in GraphQL), and ram_amount is deprecated. See Important Messages.

CI Reconciliation: Create Approval Rules From the Review

While reviewing a change in the Reconciliation Queue, you can now create the automation rules that approve similar changes in future. Previously, these rules had to be written by hand.

When no existing configuration item matches, the review offers "Auto-approve new CIs from source <source>" under "Automated CI creation". When no product matches, the "Product not found" review offers "Auto-create products from source <source>". A confirmation explains what the rules will do, and "Create rules" adds them.

The rules act on new changes from that source. Changes already on hold stay where they are, and incomplete captures still wait for review. A product is created only when a category and a support team can be found for it. The rules appear under Reconciliation Rules and can be edited, disabled or deleted like any other rule.

Once the rules exist, the review shows the rule that acts on that hold and what it did for this change, with a link to the Automation Trail. The offers are shown to Account Administrators, Account Designers and Configuration Managers.

Shop Article Bundles: One-Time and Recurring Prices Together

A shop article bundle can now combine one-time articles with articles that share one recurring period. An example is a workstation bought once and a notebook leased monthly. Previously, all articles in a bundle had to use the same pricing.

The bundle's pricing shows "Price (sum of parts)" and "Recurring price (sum of parts)" with its period. Requesters see both totals on the bundle and in the cart, and the order line records both.

Recurring articles in one bundle must still share a period, so monthly and yearly articles cannot be combined. The "Bundle Items" picker offers one-time articles and articles of the bundle's period. A "Custom bundle recurring price" must use the same period as the recurring articles.

iPaaS: Microsoft Outlook Connector

Xurrent iPaaS now includes a native Microsoft Outlook connector, built on Microsoft Graph, for automating Outlook and Microsoft 365 email workflows. Previously, Xurrent iPaaS had no native connector for Outlook.

The connector supports:

• Client Credentials authentication.
• Reading, listing, searching, sending, moving and archiving emails.
• User and shared mailboxes.
• Retrieving and downloading attachments.
• Email content in HTML or plain-text format.
• Searching and filtering by subject, sender, folder, body, categories, importance, attachments and date.
• Triggering workflows when new emails arrive, including emails in shared mailboxes.
• Near-real-time monitoring through Microsoft Graph change notifications.
• Microsoft Graph API requests for capabilities the native actions do not cover.

Client Credentials authentication requires an app registration in Microsoft Entra ID, with Microsoft Graph application permissions granted by a tenant administrator. Setup steps, required permissions and the full list of actions and triggers are in the Outlook / Microsoft Graph Connector documentation.

October 1, 2026

UI Extensions: Multiple Choice Questions as Checkboxes

A Select field with "Multiple" on can now show its options as a list of checkboxes instead of a list box. Requesters tick the answers they want. Previously, choosing more than one value in the list box meant holding down a key while clicking, which many requesters overlooked.

The new setting is "Show as checkboxes" in the field's settings in the UI extension designer. It appears once "Multiple" is ticked and is off by default. With it on, the form shows one checkbox per option under the field's label, in the order the options are listed. This applies in both the specialist interface and Self Service.

The answer is stored exactly as the list box stores it. Filters, reports, views, automation rules, the API and exports are unchanged. The setting can be turned on or off on a UI extension that is already in use, and answers people have already given stay as they are.

"Required", "Minimum", "Maximum" and option visibility conditions work on the checkboxes as they do on the list box. Option labels appear in the reader's language. "Include empty option", "Placeholder" and "Visible items" are not offered while the setting is on. "Show when empty" is offered, so the question can stay on the record when the requester ticks nothing.

Specialists see the question and the chosen answers on the record. Existing forms are unchanged until the setting is turned on in the UI extension.

Dashboards: PDF Export on A4 Pages

A dashboard can now be exported to PDF as a document of A4 pages, with charts and text at normal print size. Previously, a dashboard always exported as one sheet as large as the dashboard, so the text on a wide dashboard became too small to read.

The "Print Dashboard to PDF" dialog and the dashboard export form both have a new "Page layout" choice: "Single page" or "A4 pages". "Single page" is the default and produces the same output as before. Existing export schedules keep "Single page".

With "A4 pages", the dashboard is laid out at the width of the page and continues onto as many pages as it needs, in the orientation you choose. A widget that does not fit on the rest of a page moves whole to the next page. A widget taller than a page is split. The title and filters appear on the first page only, and pages are not numbered. A scheduled export uses the same choice on every run.

An account that has changed the widget markup in its dashboard PDF design may see a widget that fits on one page split across two pages with "A4 pages".

Inbox: Agent Actions for AI Agent Suggestions

When an AI agent skill runs in "Suggest", its suggestion now waits for a decision in a new "Agent Actions" view in the Inbox, next to "My Inbox", "My Team's Inbox" and "Watchlist". Previously, a suggestion arrived only as an internal note on the request and was easy to miss. The internal note is still added, and the "Agent Actions" item points to it for the agent's reasoning.

Each item goes to the request's "Member" and to the team that holds the request. Nobody else sees it. The "Agent Actions" view appears only when you have at least one open item.

Six skills send their suggestions here: "Reopen Signal Detection" and "Verification Note Generation" on the Closure Agent, "Duplicate Detection", "CI Linking" and "Impact Assessment" on the Triage Agent, and "Resolution Reply" on the Resolution Agent. A skill running in "Auto Confirm" applies its change directly and adds nothing to the view.

Each row shows the request, its impact, the skill and the agent's confidence. Clicking a row opens the request. When you act on the suggestion there, the item closes on its own.

Sera AI Studio: Service Coverage Gaps on the Insights Tab

Sera AI Studio has a new "Insights" tab. Its first section, "Service Coverage Gaps", lists requests Sera could not route because a support path is misconfigured. Previously, Sera gave the end user a fallback message and nothing told administrators that the path was broken.

Each row shows the service or request template Sera tried to route to (the "Subject" column), the support domain, the reason, the number of occurrences and when the gap was last seen. The reason is one of "Sera AI not enabled", "No service desk team" or "No active support agreement". A matching button opens the place to fix it: "Enable Sera AI", "Assign team" or "Configure SLA".

A row clears on its own once the misconfiguration is fixed, and comes back if the gap recurs. You can filter by support domain and by period. A row for a support domain you cannot administer has no fix button, because the change is made in that domain's own account. A row shows "Any" when the gap involved no particular service or template. The tab stores no requester names and none of the text requesters type.

The tab is available to Account Administrators, Account Designers and Auditors.

CI Reconciliation: Decide Once on New Product Fields

CI Reconciliation now checks custom field values against the product before applying them. When a record proposes a field that the product's UI extension does not define, the record waits in a new "Product Enhancement" view of the Reconciliation Queue, with the on hold reason "Product custom fields pending". Previously, such values were saved on the CI without being added to the product's form, so nobody saw them.

This applies to accounts with "Enable CI Reconciliation" turned on in Account Settings, and to saves that provide both a Source and a Source ID. That includes API integrations, asset discovery, and CI form saves with the Reconciliation option ticked. Records that carry no custom field values go straight on to review.

A Configuration Manager or Account Administrator decides each new field once per product. The view shows the product each record is waiting on. Opening a record lists its pending fields with an example value. Choosing Add puts the field on the product's UI extension with the label and section you choose. If the product has no UI extension yet, the first Add creates one, named after the product. The field is searchable and filterable, and internal, so it does not appear in Self Service. Choosing Ignore drops the value, and the question is not asked again for that product. One decision releases every record waiting on the same product. Automation rules in the new Product Enhancement Rules group can react when a record starts waiting.

Add is not available when the product's UI extension is a legacy HTML extension, or has a draft version in progress. Add the field in the UI extension instead, or activate or discard the draft. The waiting records are then released automatically.

A product can opt out with the new "Ignore new custom fields" option on the product. New field values for that product are then dropped without waiting. Ignored fields are listed on the product's edit form, and removing one there lets the question come back. Configuration Managers can now add fields to product UI extensions in the designer, but cannot edit their HTML, JavaScript or CSS.

See Important Messages for what this means for integrations that already send custom field values.

Agent Designer: Scope on Every Agent Page

Every agent page in Agent Designer now has a "Scope" section. You choose the teams or services the agent runs on there. The Intake, Triage, Closure and Resolution Agents list the account's teams. The Knowledge and Problem Management Agents list its services. Previously, a team-scoped agent was switched on by adding it as a member of each team. Adding an agent as a team member still works, and existing settings are honored.

The section shows six entries, with the ones the agent already runs on first, and a "Show all teams" or "Show all services" link for the rest. You can filter the list and use "Select all", which applies to the entries that match the filter. A ticked entry stays selected when it is filtered or collapsed out of view. When nothing is chosen, the section warns that the agent does nothing yet. Account Administrators and Account Designers can change the scope; Auditors see it read-only.

Teams and services also show their agents. The Team page has a new "Agents" section below "Members", and "Members" now lists people only. The Service page has an "Agents" section below "Responsibilities". Changing an agent's scope in one place updates the other, and changing it on the agent page never adds or removes any of the team's people. The API is unchanged: a team's members still include its agents.

iPaaS: Connector Updates

Apply connector updates when iPaaS shows them. Xurrent updates iPaaS connectors on a regular basis to fix bugs and improve performance. This update does not list connector changes that have no visible effect. When an updated connector version is available, iPaaS shows a notification in each solution that uses the connector. Apply the update when the notification appears. The new version then goes out with the next promotion of the solution.