Introducing Case Management
The unique properties of Xurrent make it ideal for use in enterprise environments, where IT, HR, facilities, security, and other departments can work together effortlessly to handle requests and workflows for service delivery to employees and external users. The platform is built on the principles of ITIL, which makes it perfectly logical for IT people, but not always fully intuitive for people in other organizations. Some of the fields and options are just not relevant to them. A new setting has been added to the ‘Account Settings’ section of the Settings console to give non-IT specialists a simplified service management experience: Case management.
The biggest change this setting brings, concerns the request categories. In human resource organizations and other non-IT support domains, a request is often referred to as a case. There is no distinction between RFCs, RFIs, and incidents. That means that there is also no need for incident impact levels. These fields are therefore hidden in the form. The category is only visible in the header of the request. This is also where a user can see whether the request is a reservation, or a shop order.
Naturally, these changes are also reflected in the Service Offerings and the ‘Financial Details’ section of SLAs defined in the support domain account. The Case category is not selectable in request- and request template forms of accounts that do not have the Case management setting enabled. It is only visible in service offerings coming from a Case management account and in reports. Reversely, if a request is forwarded from a non-Case management account to a Case management account, the original category is kept and displayed. This is important for the source account, so they can track their SLAs correctly.
The Completion reason, important to most IT organizations when a request is set to ‘Completed’, is also not needed in Case management accounts, and always set to ‘Solved – Review Not Required’ and hidden. When for a task template the category Implementation is selected, the Impact field is set to ‘None’ and hidden. On tasks and workflows, the Impact field is always hidden.
