Xurrent ITSM - Q1 2026 Product Updates

This post is a living document, updated throughout the quarter as new product improvements 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 improvements moving continuously.

February 12, 2026

Self Service Table View: Personal Views

Self Service users in Xurrent can now create and manage Personal Views within Table View Mode. Personal Views can store filters, sorting preferences, visible columns, column order, and grouping where applicable. Personal Views are user-specific and do not affect other users. Users can switch between the default view and their saved Personal Views at any time. Navigating away from a page and returning resets the view to the default.

Users can create a Personal View in one of two ways, both aligned with the existing Specialist Console experience. From the ellipsis menu, users can select “Save as Personal View…”, or they can choose “Add Personal View” directly from the Personal View panel.

The Personal View panel can be expanded or collapsed to provide more space for the inbox when needed. An arrow above the five-dot indicator controls the expand and collapse action, while the dots remain visible to signal that the panel is available.

Personal Views are only supported in Table View Mode. The historic list view does not support or retain Personal View preferences.

Quick Replies: Role-based Management

We have enhanced the Quick Replies feature with a new role-based management model that supports both personal and shared templates. A new Quick Replies page is now available in the Settings Console within the Support domain. All users can access this page to view quick replies available to them, including shared templates. Each reply displays its title, scope, creator, and last updated date.

Users can continue to create and manage their own personal quick replies. Account Admins and Service Desk Managers can additionally create and manage shared quick replies for Teams or All Specialists. Editing rights for shared replies are restricted to these roles to ensure consistency and governance across the organization.

The Quick Reply creation modal also now includes scope options. Non-admin users can create replies for themselves, while administrators can assign replies to specific teams or to all specialists. Quick replies are sorted by most recently updated, and an Audit Trail is available from the ellipsis menu.

Existing quick replies remain personal by default, and will not be impacted by the release.

Add Request by CI: Revised Setting Scope

As a refresher, beginning in release r660, Add Request by CI became an optional account setting under Configuration Management. In this release, we have refined how the scope of this setting is enforced.

The setting determines whether Service Desk Analysts can initiate requests from Configuration Items within a specific account. An analyst can start a request from a CI only if they hold the Service Desk Analyst role in that account and the setting is enabled there.

If the setting is not enabled in a particular account, it should be understood that the account has chosen not to allow requests to be created from its Configuration Items. Please keep this behavior in mind when configuring and testing the setting in your environments.

Enhanced Record Layout: Two-Column View

In this release, we have introduced a two-column layout to improve readability and reduce vertical scrolling across key pages (configuration item page example below).

The following pages have transitioned from a centered single-column layout to a two-column format, similar to the Request page:

• Configuration Items
• Service Level Agreements
• Service Offerings
• Products
• Knowledge Articles
• People

This updated layout makes better use of available horizontal space, keeps important information visible, and provides a more efficient and streamlined viewing experience.

Virima Integration

We’re pleased to announce that the Virima integration app is now available in the Xurrent QA environment. This integration enables seamless import and ongoing synchronization of asset data from Virima into the Xurrent CMDB. Newly discovered hardware assets are automatically created as product categories, products, and configuration items. The integration also checks for existing records and updates them as needed, helping ensure your asset data remains accurate and up to date through automated synchronization.

Installation Details

• The integration can be installed from the Xurrent App Store.
• Please refer to the Virima Installation Guide for configuration instructions.
• If you encounter any issues during installation, submit a support request and our team will be happy to assist.

February 5, 2026

Improved Record Layout for Better Readability [Updated]

We have made additional refinements to the record (and knowledge article) layout in QA based on feedback, including

• Updated font sizes
• Improved label and value hierarchy
• Better use of whitespace

The ASLA refresh is also planned and will be included in the upcoming patch release on February 10, as requested by customers who preferred a single coordinated update. This will deliver the remaining feature item from the r661 production release.

To join the conversation, please see the UI/UX community post.

Scenario Update for Customer-Focused SLA

SLA response handling has been improved to ensure performance is measured consistently from the customer perspective when a Service Instance (SI) is changed.

Previously, changing the SI could restart SLA response tracking, even when the request had already been actioned. With this update:

• The original SLA start time is preserved after an SI change.
• Any actual response already recorded remains valid for the new SLA.

If the new SI has a shorter maximum response duration, the SLA is recalculated from the original start time, which may result in a valid breach.

Example behavior

Scenario 1, shorter duration after SI change

09:00 - Request created with SI Finance (SAP) Production (6 hour max response duration)
15:00 - Status set to In Progress
15:10 - SI changed to Conference Rooms Houston (4 hour max response duration)

Result

Response at 15:00 is retained.
Finance SLA remains met.
Conference Room SLA evaluates from 09:00 and shows a breach due to its shorter response duration.

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Scenario 2, response inherited by new SI

09:00 - Request created with SI Conference Rooms Houston
11:00 - Status set to In Progress
15:10 - SI changed to Finance (SAP) Production
18:00 - Status set to In Progress

Result

The 11:00 response is inherited by the Finance SLA.
Finance SLA is calculated from the original 09:00 start time using the 11:00 response, resulting in a met target rather than restarting at 15:10.

Self Service Table View: Print as PDF

As part of the Self Service table view, which we expect to release to production later this month, we continue to make enhancements based on customer feedback. One such improvement is the addition of a Print button, now available from the ellipsis menu on the Self Service request page.

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Additional Fields Available in UDC V2

Based on customer demand for enhanced reporting and broader business initiative support, the following records are now available in the UDC:

• Invoices
• Knowledge Articles
• Request Templates

Please note that UDC V2 must be installed to take advantage of these updates. UDC V2 was previously announced in the January 8 release note, which provides additional details.

January 29, 2026

Add Request by CI [Updated Implementation]

Based on customer feedback, we have made further improvements to the Add Request by CI feature, which was originally introduced in release r658, but has remained in QA since then.

The feature has now been moved to an optional account setting under Configuration Management. As a result:

• Add Request by CI is only available when this setting is explicitly enabled.
• Accounts that do not enable the setting will not see the option, preventing unintended use.

This change gives administrators clearer control over when and how configuration items can be used to create requests, ensuring the feature is only enabled where it aligns with the organization's configuration management practices.

Improved Record Layout for Better Readability

We have made several updates to the layout of both view and edit modes for records to improve readability and provide a more intuitive experience.

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What's New

• Labels are now placed above fields: This makes it easier to understand which label corresponds to which field, improving overall clarity.
• Left-aligned layout: All labels and fields are now consistently aligned to the left, creating a cleaner and more uniform appearance across the form.
• Improved spacing and grouping: The spacing between each label and its field is now consistent, making the form easier to scan and reducing visual clutter.

To ensure a smooth transition to the updated UI Extensions look and feel, we've maintained full backward compatibility.

• UI Extensions created with the UI Extension Designer will automatically use the new layout.
• Legacy UI Extensions (HTML, CSS, and JavaScript) will retain their previous look and feel unless manually updated.

The Snippets in the legacy UI extension editor have been updated:

• Newly inserted snippets now match the new look and feel by default.
• A new checkbox, Legacy horizontal labels, has been added to the Snippets section.
• When enabled, fields inserted via snippets will use the previous (legacy) look and feel.

This is especially useful if you are still using legacy styling and are not ready to update an entire UI extension yet.

Migrating a Legacy UI extension to the new look and feel is often straightforward, but the effort depends on how much custom styling or layout logic has been applied. In legacy UI extensions, fields were wrapped using the row class. To adopt the new look and feel, rename: row to uix-row. Date-time fields require one additional adjustment: Wrap the input element in its own <div>. This prevents the date and time controls from wrapping onto separate lines in the new layout.

For a practical reference, insert a snippet that uses the new look and feel and compare the generated markup with your existing implementation.

OOO Delegation Behavior Update

We have improved how delegations work during Out-of-Office (OOO) periods:

• Manual delegations will remain active even after the OOO period ends.
• Only system-generated delegations created during the OOO period will be cancelled when the OOO period ends.
• Audit logs now clearly indicate when system-driven delegations are cancelled.

Example: If you manually delegate a task before going OOO, that delegation will stay in place even after your OOO period ends. Only delegations set by the system during your OOO period will be automatically cancelled, and this will be logged in the audit trail.

Currency Formatting for Swiss Locales

We have updated the currency formatting in the shop to match Swiss standards. The currency format is now 1'234.56 CHF, with a ' as the thousand separator and a . for the decimal, as used in Switzerland.

This applies based on your profile language settings. For example, if Deutsch Schweiz (de-CH) is selected, all currencies will be displayed in the correct Swiss format.

New Locales Added:

• de-CH (German Switzerland)
• fr-CH (French Switzerland)
• it-CH (Italian Switzerland)

This ensures full localization for users in Switzerland.

Public Knowledge Articles: Background Styling (SSV2)

When Self Service v2 (SSV2) is enabled, the background of public Knowledge Articles follows the Self Service settings:

• A configured background image is used when available.
• If no image is set, the light background color is applied.

To change the background of public Knowledge Articles, update the Self Service background settings.

January 22, 2026

Virtual Agent: Refreshed Chat Experience

The Xurrent Virtual Agent has been updated with a refreshed visual experience and improved functionality. Users will notice a larger, more accessible chat interface, updated design for request cards, and overall visual improvements that address accessibility gaps in the previous version. These changes make conversations clearer, easier to follow, and more consistent with the broader Xurrent user experience.

Behind the scenes, the Virtual Agent has also been significantly enhanced. New underlying tools and routing logic now power how the agent understands user intent and responds to questions. This allows the Virtual Agent to more accurately guide users to the right outcome, whether that is finding relevant knowledge, viewing or managing existing requests, or creating new service requests. As a result, end users benefit from higher-quality responses, better contextual understanding, and more reliable solutions during their interactions with the Virtual Agent.

Notes: Quick Replies

Specialists can now use Quick Replies when adding notes, making it faster and easier to respond with consistent, commonly used messages. This feature reduces repetitive typing and helps ensure clear, standardized communication across teams.

A new Quick Replies icon is available in the notes quick actions menu. Selecting it opens a searchable list of existing quick replies, with the option to add new ones.

Each quick reply consists of a title, used for identification in the list, and a message, which is inserted directly into the note when selected.

Quick replies are managed per support domain account, ensuring that responses remain relevant to the teams and services within each domain. The feature is fully integrated into the notes experience and follows standard Xurrent interaction and design patterns.

Lansweeper v2

The Lansweeper V2 integration app is now available in the QA environment of Xurrent. This app enables customers to import and maintain hardware and software assets from Lansweeper in the Xurrent CMDB, including automatic creation of products and configuration items, software checks, and user-to-asset linking where applicable.

There are no functional changes compared to the current Lansweeper integration. All future enhancements, fixes, and updates will be delivered exclusively through Lansweeper V2.

To begin testing in QA, uninstall the existing Lansweeper integration app and install Lansweeper V2 from the Xurrent App Store, then proceed with validation as usual. We welcome your feedback to support a smooth production rollout.

Dashboard Aggregation Across Support Domains: Display Messaging

Dashboards that support aggregation across multiple Support Domains now provide clearer, in-context messaging to indicate when this roll-up capability is available and when it is enabled. This improvement helps avoid confusion when viewing summarized metrics and makes it easier to understand how dashboard data is being calculated.

When viewing a dashboard at the Directory Account level, no message is shown, as aggregation settings cannot be managed there. When a dashboard owner views a dashboard where cross-Support Domain aggregation is supported but not enabled, an informational message appears below the dashboard title explaining that the Report Summary for Permitted Support Domains option can be enabled to view aggregated data.

When aggregation is enabled, all viewers see a clear message confirming that the dashboard is displaying summarized metrics across multiple Support Domains.

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January 15, 2026

Dashboard Aggregation Across Support Domains

We are excited to introduce an enhancement that makes executive and cross-domain reporting in Xurrent easier and more accessible.

Until now, reporting was limited to the single Support Domain Account (SDA) you were signed in to, with cross-domain views available only to users with directory-level access. We have heard from customers that this made it difficult for managers and stakeholders who work across multiple support domains to create unified dashboards and reports.

With this update, dashboard owners can now generate summary reports across all Support Domains where they hold active roles, without requiring administrative access.

What's new:

• Dashboard owners will see a new option to "Report Summary for Permitted Support Domains."
• When enabled, the dashboard aggregates metrics across all SDAs the owner is permitted to access.
• Grouping and filtering options now support drilldown by Support Domain.
• Non-owners will continue to see aggregated results only, ensuring appropriate data visibility.

Add Request from Configuration Item

We're introducing an enhancement that allows helpdesk agents to initiate requests directly from a Configuration Item (CI), rather than starting from the requestor. This better reflects how help desks investigate and log issues, especially when acting on behalf of an end user.

With this update, the selected CI determines who the request is created for, making it easier to accurately capture requests tied to specific devices or assets.

What's included:

• A new "Request by CI" option available in the Add Request dropdown.
• Search functionality to find Configuration Items quickly.
• Results limited to CIs associated with a user.
• A dropdown selection for returned CI results, using an existing, familiar component.

Request creation behavior aligned with the existing Relate to New Request experience.

January 8, 2026

Executive Reporting: Dashboard

A new Executive Reporting Dashboard has been introduced to provide leadership teams with a consolidated view of service performance, operational efficiency, and automation impact.

The dashboard brings together multiple executive-focused reports into clearly structured sections, enabling faster insights and easier trend analysis. The initial set of reports includes:

• Net Satisfaction by Organization
• Average Age of Open Incidents
• MTTA / MTTR for Incidents
• Incident–Change Correlation
• Failed Change %
• Problem Aging
• Self Service AI Adoption
• Project Portfolio Health

Each report supports interactive exploration, allowing users to drill down into underlying data and better understand performance trends over time.

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We plan to make several follow-ups in Q1, including extending data aggregation to support multiple SDAs and expanding coverage for asset management.

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New GraphQL Mutation to Revoke Request Visibility Granted by SLA

We have introduced a new GraphQL mutation that allows account administrators to revoke request visibility when a Service Level Agreement (SLA) unintentionally grants access to another account. This can occur, for example, when a request is moved and becomes visible to additional customer or provider accounts through an SLA.

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With this mutation, administrators can remove visibility for affected request accounts to ensure requests are only accessible to the intended parties. Visibility changes are subject to the following conditions:

• Visibility cannot be changed for the request's originating account.
• An administrator may remove visibility from a customer account if they have the Account Administrator role in the related SLA account, and the customer and SLA accounts are different.
• An administrator may remove visibility from a provider (SLA) account if they have the Account Administrator role in the related customer account, and the customer and SLA accounts are different.

If a service change later results in a new SLA being created for an account whose visibility was previously removed, the request will automatically become visible again.

Full details are coming soon in the Xurrent developer documentation: https://developer.xurrent.com/graphql/mutation/requestupdatevisibility/.

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Tooltip Update: Internal Fields in Self Service UI Extensions

We have clarified how internal fields behave in Self Service UI Extensions. Tooltips now explain that internal fields are not evaluated for end users, so any visibility, section display, or required-field logic based on them will not apply. This helps avoid unexpected form behavior when designing conditional logic for Self Service.

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Reports: Failed Change Rate

A new reporting capability has been added to support insights into change stability.

The Failed Change Rate metric measures how often workflows enter a progress halted state, displaying the count of halted workflows as a share of registered workflows in a combined bar/line chart.

Chart/Tooltips:

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User Interactions:

• Clicking on the Registered bar, shows workflows created in that period.
• Clicking on the Halted bar, shows workflows that were halted during that period.

Key capabilities include:

• Tracking newly recorded "progress halted" workflow events.
• A visual trend line showing the Failed Change Rate over time.
• Bars representing total registered workflows vs. halted workflows.
• Ability to click each bar to view the underlying workflows for that period.

This enhancement improves visibility into change reliability and helps leadership teams identify patterns that may require process improvements. It's important to notice that only new events are recorded as this is a new tracking. So the "halted" value only appears from the date of the implementation of this feature.

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