The Reference feature in the Note fields of requests, workflows, and many other records makes it possible for specialists to include references to other Xurrent records in their notes. This include knowledge articles. When a user types some characters in the reference search box, all records of which the subject contains those characters are suggested to that user. For knowledge articles, this also includes archived knowledge articles. This can be confusing, as an unarchived knowledge article may sometimes have the same name as an archived knowledge article, which – in most cases – should probably not even be referenced.
For this reason, it is now no longer possible to reference a knowledge article whose status is ‘Archived’. It is of course still possible to link to an archived knowledge article, if that is necessary, by copying the URL of that article to a note.
A Letter From Our CEO: What I've Learned, What I Believe, and Where We're Headed Together
When I joined Xurrent as CEO in February, I made a commitment to myself before I made any commitments publicly: I would listen before I led. I would get in front of customers, sit down with our partners, and spend real time with the incredible team that built this platform — before I said a word about where I thought we were going.
Xurrent named a Market Leader in Research In Action’s Vendor Selection Matrix™ for IT & Enterprise Service Management Solutions
Xurrent earns #1 rankings in customer satisfaction, price vs value, and recommendation index in Research In Action's global ITSM/ESM Vendor Selection Matrix report.