ADL Connect – Salesforce – Xurrent Integration

ADL Connect is a powerful, bidirectional integration tool that connects Salesforce with Xurrent, enabling a unified workflow across Sales, Support, and Service Management teams. Available on the Salesforce AppExchange, the connector allows users to synchronize Xurrent requests, notes, attachments, and status updates directly within Salesforce. By consolidating cross-system activities, ADL Connect eliminates manual updates, reduces context switching between applications, and improves overall response times.

Its intuitive configuration interface and secure authentication model ensure accurate, reliable data synchronization across both platforms

Purpose

The primary objective of ADL Connect is to provide a frictionless bridge between Salesforce users and Xurrent users, ensuring customer issues, service requests, and product enhancements move efficiently through their lifecycle.

This integration is especially valuable for the following roles:

Salesforce Administrators: Configure and manage a secure, flexible integration that supports internal teams.

Service Desk Agents: Gain consistent visibility into Xurrent requests directly linked to Salesforce records.

Project Managers & Service Owners: Reduce duplicate work and improve communication between business and service delivery teams.

Support & Operations Teams: Create, view, and track Xurrent requests directly from Salesforce without switching tools.

By establishing a single source of truth, ADL Connect improves collaboration and accelerates issue resolution across customer-facing and service management teams.

1. Core Features of ADL Connect

An overview of the key capabilities, including:

• Create and update Xurrent requests directly from Salesforce
• Bidirectional synchronization of fields, notes, and attachments
• Search for and link existing Xurrent requests to Salesforce records
• Secure authentication using API tokens
• Configurable field and object mapping between Salesforce and Xurrent

These features ensure seamless workflows and data consistency across systems.

2. Installation and Initial Setup

A high-level walkthrough of the setup process, including:

• Installing ADL Connect from the Salesforce AppExchange
• Authenticating Salesforce and Xurrent using secure API tokens
• Configuring initial project mappings and templates

This setup establishes the foundation required to activate and use the integration successfully.

3. How Salesforce and Xurrent Data Sync Works

An explanation of the bidirectional synchronization model, covering:

• Outbound sync: Salesforce updates pushed to Xurrent
• Inbound sync: Xurrent updates reflected back in Salesforce
• Field mapping, record mapping, and synchronization rules
• Handling of notes and attachments across both platforms

This section helps users understand how data behaves once the connector is configured.

4. Key Benefits for Operational Teams

Organizations using ADL Connect gain several practical advantages:

• Reduced manual data entry and administrative overhead
• Improved visibility into service request progress for customer-facing teams
• Faster issue resolution through centralized communication
• Stronger collaboration between Sales, Support, and Service Management
• Increased data consistency, traceability, and auditability

Together, these benefits drive better cross-functional alignment and improved service delivery.

Installation and Connection Setup

To begin using ADL Connect, the first step is to install the package from the Salesforce AppExchange and complete the initial connection configuration. This setup establishes a secure communication channel between Salesforce and Xurrent, enabling all subsequent synchronization activities.

1. Install the ADL Connect Package

Navigate to the Salesforce AppExchange and locate the ADL Connect listing. Select Get It Now to initiate the installation process.

During installation:

• Choose the target environment (Production or Sandbox)
• Review and approve the required permissions
• Install the package for Administrators only or All Users, based on organizational requirements

Once the installation is complete, ADL Connect becomes available in the Salesforce App Launcher and is ready for configuration.

2. Launch the Configuration Console

After installation, open the ADL Connect Setup Console from the App Launcher.

This console serves as the central workspace for:

• Providing authentication details
• Configuring Xurrent account and service mappings
• Defining field mapping rules
• Managing inbound and outbound synchronization settings

The configuration console is designed to simplify both the initial setup and the ongoing administration of the integration.

How to Generate a Personal Access Token from Your Xurrent Account

To establish a secure connection between Salesforce and Xurrent, a Personal Access Token (API token) must be generated from your Xurrent account. This token replaces password-based authentication and provides a secure method for external applications such as ADL Connect to access Xurrent data.

Follow the steps below to generate and configure a new API token.

Step 1: Sign in to Your Xurrent Account

• Open a web browser and navigate to your Xurrent account URL (for example, https://<your-account>.xurrent.com). 
• Sign in using your Xurrent email address and password.
• Complete multi-factor authentication if it is enabled for your account.

Step 2: Access Personal Access Token Settings

• After signing in, click your profile avatar located at the top-right corner of the screen.
• From the dropdown menu, select My Profile.
• In the left navigation panel, select Personal Access Tokens.

This section allows you to create, manage, and revoke API tokens used by external integrations.

Step 3: Create a New API Token

Click Add Token to open the token creation page. In the token configuration screen:

• Enter a descriptive Name for the token (for example, ADL PAT).
• Leave the Disabled checkbox unchecked so the token remains active.
• Under Scopes, set the Effect to Allow.
• Configure the Actions and Record Types the token should have access to.

Setting Scopes and Record Types

Click Add record types... to open the record selection dialog. Search for and select the record types required for the integration (such as Request, Task, Note, Person, Team, Service Instance, Webhook, and Workflow).

For each selected record type, choose the appropriate permissions:

• Read – required for all record types synchronized with Salesforce.
• Create – required for records ADL Connect will create in Xurrent.
• Update – required for records ADL Connect will modify in Xurrent.

Once the scopes are configured, click Add Scope if additional scopes are needed, then click Generate Token to create the token.

Step 4: Copy and Store the Token Securely

Once the token is generated, the Client ID and Token will be displayed on screen.

• Click the Copy icon next to the token to copy it to your clipboard.
• Store the token temporarily in a secure location.
• Important: For security reasons, Xurrent will not display the token again after you leave this page. If lost, the token must be disabled and regenerated.
• Keep the token available for the Salesforce configuration step.

Step 5: Connect Salesforce to Xurrent Using the API Token

Before synchronization can begin, a secure connection must be configured in ADL Connect.

To complete the connection:

• Open the ADL Connect authentication settings in Salesforce.
• Enter your Xurrent account name and API endpoint.
• Paste the generated API token into the API token field.
• Save the credentials.

Once saved, ADL Connect can securely access Xurrent based on the permissions granted to the token.

Security Best Practices

• API tokens act as credentials and must be handled with care.
• Do not share tokens publicly or store them in unsecured locations.
• If a token is compromised, disable it immediately from the Personal Access Tokens page in Xurrent and generate a new one.
• Grant only the record types and permissions required by ADL Connect — avoid overly broad scopes unless necessary.
• Regularly review active tokens and remove any that are no longer in use.

Configuring the Xurrent Connection in ADL Connect

Once the Xurrent Personal Access Token has been generated, the next step is to configure the connection inside Salesforce using the ADL Connect Core Settings. This section walks through creating a new Xurrent integration, adding the required Remote Site Settings, and verifying that the connection is active.

Step 1: Open the ADL Connect Core Settings

From the Salesforce App Launcher, open ADL Connect.

Navigate to the ADL Connect Configuration tab.

Select Core Settings from the left navigation panel.

Click + New Integration in the top-right corner to begin adding a Xurrent connection.

Step 2: Enter the Xurrent Integration Details

In the New Xurrent Integration dialog, provide the following details:

• Name – A descriptive name for the integration (for example, ADLXurrent).
• Instance Name – Your Xurrent account instance name (for example, demo221099570).
• Server – Select the environment:

Production – for live Xurrent accounts

Demo – for demo or sandbox Xurrent accounts

• Authentication Type – Select Bearer.
• Org Id – Your Xurrent organization identifier (for example, wdc).
• Enter Your Personal Access Token – Paste the API token generated from your Xurrent account.
• Click Save to submit the configuration.

Step 3: Add the Required Remote Site Settings

On first save, ADL Connect will validate the connection and check that Salesforce is permitted to call the Xurrent endpoints. If Remote Site Settings have not yet been added, a prompt will appear listing the URLs that need to be registered in Salesforce.

The four Xurrent URLs (shown in the prompt) must be added as Remote Site Settings before the connection can be saved successfully.

Adding Remote Site Settings in Salesforce

• Navigate to Setup → search for Remote Site Settings in the Quick Find box.
• Click New Remote Site.

For each of the four URLs shown in the prompt, complete the following:

• Remote Site Name – A descriptive name (for example, xurrentsite1, xurrentsite2, and so on).
• Remote Site URL – Paste the corresponding Xurrent URL from the prompt.
• Ensure the Active checkbox is selected.
• Click Save (or Save & New to add the next one).

Repeat this process until all four Xurrent Remote Site Settings are registered.

Step 4: Complete the Integration Setup

• Return to the ADL Connect Core Settings page.
• Reopen the New Xurrent Integration dialog (or continue from the earlier prompt) and click Save again.
• ADL Connect will validate the credentials against Xurrent and confirm the connection.

Upon successful validation, a Successful! Integration saved successfully message appears, and the Xurrent integration card displays a green Connected status along with the connection timestamp.

Step 5: Manage the Integration

Once connected, the Xurrent integration card in Core Settings provides the following options:

• Edit – Update the integration details, such as name, server, or refreshed API token.
• Delete – Remove the integration from ADL Connect.
• Refresh – Re-validate the connection status at any time.

Additional integrations can be added at any time using the + New Integration button, allowing multiple Xurrent accounts or environments to be connected in parallel.

Troubleshooting Tips

• If the Remote Site Settings Required prompt reappears after saving, confirm that all four URLs are added, active, and spelled exactly as shown in the prompt.
• If the connection fails with an authentication error, verify that the Personal Access Token is valid, not expired, and has the required scopes granted in Xurrent.
• Ensure the Server selection (Production vs. Demo) matches the environment associated with your Xurrent account and token.
• The Instance Name and Org Id are case-sensitive — copy them exactly as shown in your Xurrent account.

Field Mapping Between Salesforce and Xurrent

Field mapping establishes the relationship between Salesforce and Xurrent by defining which Salesforce object corresponds to a specific Xurrent request category and template. As part of this configuration, a custom Xurrent field is required to store the Salesforce Record ID, enabling reliable cross-system linkage and bidirectional synchronization.

Follow the steps below to configure a field mapping.

Step 1: Create a New Connector Mapping

• In ADL Connect, navigate to the Field Mapping section from the left navigation panel.
• If no connectors are configured yet, the page displays "No Connectors Found. Click New to get started."
• Click New in the top-right corner to begin a new mapping.

Step 2: Select the Xurrent Integration

• In the New Connection dialog, select the Xurrent integration card (for example, ADLXurrent) that was configured earlier in Core Settings, then click Next.
• This identifies the Xurrent environment to which the mapping belongs.

Step 3: Configure the Connection Details

In the New Connection form, provide the following:

• Connector Name – A descriptive name for the mapping (for example, X-M-M).
• Core Settings Name – Automatically populated based on the selected integration (for example, ADLXurrent).
• Connection Type – Choose the relationship type:

One to One – One Salesforce record ↔ one Xurrent request

Many to Many – Many Salesforce records ↔ many Xurrent requests

• Select Parent Object – Choose the Salesforce object whose records will be synchronized (for example, Case, Opportunity, or a custom object).

Step 4: Select the Xurrent Category and Template

• Xurrent Category – Select the Xurrent request category the mapping applies to (for example, Incident).
• Xurrent Template – Choose the Xurrent request template to be used when new requests are created from Salesforce (for example, Windows password reset required).

Step 5: Select or Create the Xurrent Field to Store the Salesforce Record ID

To maintain a persistent link between Salesforce records and Xurrent requests, Xurrent must store the Salesforce Record ID in a dedicated field.

Option A: Select an Existing Custom Field

• Open the Xurrent Salesforce ID Field dropdown.
• If a suitable Xurrent custom field already exists, select it and continue to Step 8.

Option B: Create a New Xurrent Custom Field (Recommended)

If no appropriate field exists, create one using the steps below.

Step 6: Create a UI Extension in Xurrent

• In Xurrent, open the Settings menu and navigate to UI Extensions under the Design section.

• Click New and select Request Template as the category in the Select a Category dialog, then click New....

• In the UI Extension editor:

Enter a Name (for example, SFID Template).

Enter a Section title (for example, SFID Template).

Ensure Use designer is enabled.

Click Add Field to add a new text field named SFID.

• Click Save & Activate to publish the UI extension.

The newly created SFID Template will now appear in the UI Extensions list.

Step 7: Attach the UI Extension to the Xurrent Request Template

• Navigate to Request Templates in Xurrent.
• Search for the template selected in Step 4 (for example, Windows password reset required) and open it.

• In the template editor, locate the UI extension dropdown and select the newly created SFID Template.
• Click Save to apply the change.

Step 8: Return to Salesforce and Complete the Mapping

• Return to Salesforce and refresh the ADL Connect configuration page.
• Reopen the connection form and in the Xurrent Salesforce ID Field dropdown, select the newly created SFID field.
• Verify all other mapping details:

1. Connector Name
2. Connection Type
3. Parent Object
4. Xurrent Category
5. Xurrent Template

Step 9: Save the Mapping

• Click Save to complete the setup.
• The connector mapping is now active and appears in the Connector Field Mapping list, displaying the Xurrent Category, Xurrent Template Id, Service Instance, and Salesforce Object Name.

Result

• The field mapping is successfully established.
• This configuration links a Salesforce object to a Xurrent request category and template, ensuring that every Xurrent request created through ADL Connect maintains a reference to its originating Salesforce record.
• This mapping serves as the foundation for:

1. Field-level synchronization
2. Inbound and outbound sync rules
3. Request creation and update workflows

Configuring Field Level Mappings

Field Mapping Configuration

Once the connector mapping has been established, the next step is to configure field-level mappings.

Field mappings define how individual Salesforce fields correspond to Xurrent fields and determine the direction of data synchronization.

These mappings ensure that updates made in either system flow correctly and consistently based on business requirements.

Follow the steps below to configure field mappings for the selected connector mapping.

Step 1: Open the Field Mapping Section

• Navigate to the connector mapping created earlier in the Field Mapping section of ADL Connect.
• Locate and click the Field Mapping action button on the connector row.

This opens the configuration panel where you define how data moves between Salesforce and Xurrent.

Step 2: Select the Salesforce Field

• In the Salesforce Field dropdown, select the field you want to synchronize.
• The system automatically displays all available fields from the Salesforce object associated with the connector mapping.
• Choose the appropriate field based on your integration requirements.

Examples include:

• Subject
• Priority
• Status
• Any custom field created for integration purposes

This selection determines which Salesforce data will participate in the synchronization process.

Step 3: Select the Xurrent Field

• In the Xurrent Field dropdown, select the corresponding Xurrent field to map to the chosen Salesforce field.
• The dropdown lists all standard and custom Xurrent fields available for the selected request template.

Examples include:

• Subject
• Note
• Category
• Impact
• Status
• Assigned To
• Any custom UI extension field

Ensure the selected Salesforce and Xurrent fields are of compatible data types to avoid synchronization errors.

Step 4: Define the Sync Direction

Use the Sync Direction option to control how updates flow between the two systems:

• Salesforce → Xurrent – Updates made in Salesforce are pushed to Xurrent only.
• Xurrent → Salesforce – Updates made in Xurrent are reflected back in Salesforce only.
• Both – Bidirectional synchronization; updates from either system are reflected in the other.

Select the direction that best matches how the field should behave in your business process.

Step 5: Save the Field Mapping

• Review the selected Salesforce field, Xurrent field, and sync direction.
• Click Save to add the field mapping to the connector.

The newly created field mapping now appears in the field mapping list for that connector.

Step 6: Add Additional Field Mappings

• Click Add Field Mapping (or the + button) to create additional mappings.
• Repeat Steps 2 through 5 for each field that needs to be synchronized between Salesforce and Xurrent.

There is no limit to the number of fields that can be mapped, but only fields relevant to the integration should be configured to keep synchronization efficient.

Step 7: Edit or Remove Existing Mappings

Each mapping in the list can be managed using the row-level actions:

• Edit – Modify the Salesforce field, Xurrent field, or sync direction.
• Delete – Remove the mapping from the connector.

Changes take effect immediately for subsequent synchronizations.

Result

Field-level mappings are successfully configured.

This configuration ensures that data flows between Salesforce and Xurrent according to the defined direction, keeping records aligned across both platforms.

The completed field mappings serve as the basis for:

• Accurate bidirectional synchronization
• Consistent updates across teams
• Reliable reporting and traceability across Salesforce and Xurrent

Setting Up Inbound Rules

Inbound rules allow Xurrent to send updates back into Salesforce through ADL Connect. These updates can include:

• Field value changes
• Status transitions
• Notes
• Assignments

To enable inbound synchronization, you must:

• Create an Inbound Rule in ADL Connect
• Configure a Salesforce Site to receive Xurrent webhook requests

Follow the steps below to complete the configuration.

Prerequisites

Before proceeding, ensure that:

• A Connector Mapping has already been created in ADL Connect
• The Xurrent integration instance is configured and authenticated
• You have Salesforce System Administrator access to configure Salesforce Sites

Step 1: Open the Inbound Rule Configuration

• Navigate to the Rules section in ADL Connect.
• Locate the connector mapping you previously created.
• Click New Inbound Rule.

This opens the inbound rule configuration interface where you define how incoming updates are processed.

Step 2: Select the Integration App

• In the Integration App dropdown, select the Xurrent integration instance (for example, ADLXurrent).
• This ensures the inbound rule is connected to the correct Xurrent environment and authentication setup.

Step 3: Choose the Connector Mapping

• In the Connector Mapping field, select the mapping created earlier.
• Verify that the selected mapping corresponds to:
  • The correct Salesforce object
  • The intended Xurrent category and request template

This ensures inbound data is applied to the correct records.

Configuring the Salesforce Site for Inbound Access

To allow Xurrent to call back into Salesforce, a Salesforce Site must be created. This Site provides the public endpoint URL used by Xurrent webhooks.

Step 4: Copy the Site Subdomain Prefix ID

• In the inbound rule configuration panel, locate the Site Subdomain Prefix ID.
• Copy this value — it will be used while creating the Salesforce Site.
• Click Add in the Site configuration section.

You will be redirected to the Salesforce Sites setup page.

Step 5: Register a Salesforce Site Domain (If Not Already Enabled)

If Salesforce Sites have not been enabled previously:

• You will be prompted to register a Site Domain.
• Enter a unique domain name and click Save.
• Once registered, you can proceed to create a new Site.

This is a one-time setup per Salesforce org.

Step 6: Create a New Salesforce Site

• On the Sites page, click New.

• Enter a Site Label, for example:
  • ADL Connect Inbound Site
  • Xurrent Inbound
• In the Site Name / Subdomain Prefix field, paste the Site Subdomain Prefix ID copied earlier.
  • This ensures the Site URL matches what ADL Connect expects.
• Complete the required fields:
  • Active: ✔ Enabled
  • Site Contact
  • Default Web Address
• Set Active Site Home Page to:
  • ADL Connect Inbound
• Click Save to create the Site.

The Site will now generate a public-facing URL that Xurrent uses for inbound updates.

Step 7: Finalize the Inbound Rule in ADL Connect

• Return to ADL Connect.
• Confirm that the newly created Salesforce Site is selected in the inbound rule configuration.

• Assign the Permission Set to the Site User

• Click Create again to Create the Inbound Rule for the connector.
• New Inbound Rule is created for the Field Mapping.



Inbound processing is now enabled for the selected connector mapping.

Configuring Sharing Settings for Guest User Access

To allow the Xurrent Site Guest User to access records required for inbound processing, a Sharing Rule must be created for the DevOps Project object. This ensures that when Xurrent sends updates through the Salesforce Site, the Guest User has permission to read the necessary records without granting overly broad access.

Step 1: Open Sharing Settings

• Navigate to Setup in Salesforce.
• In the Quick Find box, search for Sharing Settings.
• Select Sharing Settings from the results.

Step 2: Locate the DevOps Project Sharing Rules Section

• Scroll down the Sharing Settings page until you find the DevOps Project Sharing Rules section.
• Click New next to this section to create a new sharing rule.

Step 3: Enter the Rule Details

In the Step 1: Rule Name panel:

• Label – Enter a descriptive name (for example, Site Guest User Rule).
• Rule Name – Automatically populated based on the label (for example, Site Guest User Rule).
• Description – (Optional) Add a short description explaining the purpose of the rule.

Step 4: Select the Rule Type

In the Step 2: Select your rule type panel:

• Choose Guest user access, based on criteria.

This rule type grants controlled record access to unauthenticated users accessing Salesforce through the Site.

Step 5: Define the Sharing Criteria

In the Step 3: Select which records to be shared panel:

• Field – Select Connector Name.
• Operator – Select not equal to.
• Value – Leave blank.

This criterion ensures that all DevOps Project records with a Connector Name are shared with the Site Guest User.

Step 6: Select the User to Share With

In the Step 4: Select the users to share with panel:

• Share with – Select the Xurrent Site Guest User (for example, XurrentInbound Site Guest User).

Step 7: Set the Access Level

In the Step 5: Select the level of access for the users panel:

• Access Level – Select Read Only.

Read-only access is sufficient for inbound processing and enforces least-privilege security.

Step 8: Save the Sharing Rule

• Click Save to create the sharing rule.
• If prompted with a confirmation dialog about sharing rule recalculation, click Yes to proceed.

The newly created sharing rule now appears under the DevOps Project Sharing Rules section, showing the criteria, the Guest User it is shared with, and the access level.

Result

After completing this configuration:

• Xurrent can push real-time updates into Salesforce
• The Salesforce Site acts as the secure inbound endpoint
• The Site Guest User has the minimum required access to process inbound records
• ADL Connect processes inbound field updates, status changes, notes, and assignments

Configuring Case Page Layout

ADL Connect allows users to create, view, and manage Xurrent requests directly from Salesforce Case records. This is achieved by adding a set of ADL Connect components to the Case Lightning Record Page and leveraging the configured connector mappings and synchronization rules.

This article explains how to configure the Case page layout so that Xurrent request management is fully available on every Case record.

Prerequisites

Before proceeding, ensure that:

• ADL Connect is installed and configured
• Xurrent integration and Connector Mapping are already set up
• You have permission to edit Lightning Record Pages
• Inbound and outbound sync rules are configured (if bi-directional sync is required)

Step 1: Open and Edit the Case Record Page

• Open any existing Case record in Salesforce.
• Click Edit Page from the Setup gear menu to open the Lightning App Builder.

This opens the Case record layout where managed components can be added.

Step 2: Add the ADL Xurrent Components

In the Lightning App Builder, scroll to Custom – Managed Components in the left panel and drag the following Xurrent components into the desired region of the Case page:

Each component is also available in a (M) – Many to Many variant (for example, ADL Xurrent Details (M)), which should be used when the connector mapping is configured as Many to Many.

Use the standard variants for One to One connector mappings and the (M) variants for Many to Many connector mappings — do not mix the two on the same tab.

Step 3: Organize Components Using Tabs (Recommended)

If your Case page already includes multiple connectors (Azure DevOps, Jira, ServiceNow, Zendesk, Xurrent), it is recommended to group Xurrent components under dedicated tabs for clarity:

• Add a Tabs component to the page (if not already present).
• Create a tab labeled Xurrent for One-to-One components.
• Create a separate tab labeled Xurrent (M) for Many-to-Many components.
• Drag the corresponding Xurrent components into the appropriate tab.

This keeps the Case page organized and avoids clutter when multiple integrations are active.

Step 4: Save and Activate the Page

• Click Save in the top-right corner.
• If prompted, click Activate and assign the page to the required apps, record types, and profiles.
• Return to the Case record to verify that the Xurrent components appear as expected.

Once activated, every Case record will support full Xurrent request management — including creation, updates, workflow tracking, notes, and attachments — directly from within Salesforce.

Creating a Xurrent Request from Salesforce

ADL Connect enables Salesforce users to create Xurrent requests directly from Salesforce records such as Cases. This capability improves collaboration between support, sales, and service management teams by allowing request creation, assignment, and updates without leaving the Salesforce interface.

This article explains how to:

• Create Xurrent requests from Salesforce
• Verify synchronization between Salesforce and Xurrent
• Update requests bidirectionally

Prerequisites

Before creating Xurrent requests from Salesforce, ensure that:

• A Connector Mapping is configured between Salesforce and Xurrent
• The ADL Xurrent Details component is added to the Salesforce record page
• Users have the required Salesforce and Xurrent permissions

Step 1: Access the Request Creation Interface

• Open the Salesforce record (typically a Case) from which you want to create a Xurrent request.
• Locate the ADL Xurrent Details component on the record page.

• Click New.

This opens the Xurrent request creation panel embedded within Salesforce.

Step 2: Select the Mapped Xurrent Project

• In the request creation panel, select the Xurrent Project configured in the connector mapping (for example, X-M-M).

ADL Connect automatically loads:

• Fields defined in the selected template
• Field mappings configured for the connector
• Default values defined during configuration

This ensures consistent request creation.

Step 3: Review Pre-Populated Field Values

Based on your mapping configuration, ADL Connect automatically populates fields such as:

• Salesforce field values mapped to Xurrent fields
• Subject prefixes or template defaults
• Impact or category values
• Custom UI extension fields

This reduces manual effort and enforces data consistency.

Step 4: Assign the Xurrent Request

• Use the Assigned To or Member field to select the Xurrent user responsible for the request.
• Optionally set the Team or Service Instance if additional routing is required.
• Assigning ownership during creation ensures immediate visibility for the service management team.

Step 5: Save the Xurrent Request

• After completing the required fields, click Save.
• ADL Connect creates the Xurrent request in real time.
• The generated Xurrent Request Number is displayed directly in Salesforce.

The Xurrent Request Number becomes the permanent reference for synchronization between Salesforce and Xurrent.

Verifying the Xurrent Request

Step 6: Open and Review the Created Request

• Click the Xurrent Request Number displayed in Salesforce.

• The request opens in a new browser tab in Xurrent.

Verify that:

• The request is assigned to the correct Xurrent user
• The Salesforce record ID appears in the Xurrent custom SFID field
• All mapped fields are populated correctly

This confirms outbound synchronization is functioning properly.

Step 7: Modify Xurrent Fields in Salesforce

• In the ADL Xurrent Details component, update fields such as:
  • Status
  • Subject
  • Note
  • Impact
  • Other mapped fields
• Click Save.

ADL Connect immediately pushes these updates to Xurrent based on the configured sync rules.

Step 8: Validate Changes in Xurrent

• Open the same request in Xurrent.
• Confirm that the updates (for example, status or subject changes) are reflected correctly.

This confirms outbound synchronization is working as expected.

Step 9: Confirm Inbound Synchronization

• In Xurrent, update the request (for example, change the Status or add a Note).
• Return to Salesforce and refresh the record.
• Confirm that the updated values appear in the ADL Xurrent Details component.

This verifies that inbound synchronization is enabled and functioning.

Summary

Using the ADL Xurrent Details component, Salesforce users can:

• Create Xurrent requests directly from Salesforce Cases
• Assign requests to Xurrent team members
• Update request details bidirectionally
• Maintain real-time visibility into Xurrent request progress
• Eliminate duplicate data entry across systems

This integration significantly streamlines collaboration between Salesforce teams and Xurrent service management teams.

Managing Notes from Salesforce

ADL Connect allows Salesforce users to view, add, and edit Xurrent notes directly from Salesforce. This capability enables customer-facing teams to collaborate with service management teams without leaving the Salesforce interface.

Notes added in either system are synchronized automatically, ensuring consistent and up-to-date communication across both Salesforce and Xurrent.

Prerequisites

Before working with Xurrent notes from Salesforce, ensure that:

• Xurrent integration is configured in ADL Connect
• The Salesforce record (typically a Case) is already linked to a Xurrent request
• The ADL Xurrent Comments component has been added to the Case page layout (covered in Configuring Case Page Layout)
• Users have the required Salesforce and Xurrent permissions

Step 1: Post a Note to a Xurrent Request

• Open the Salesforce record where the ADL Xurrent Comments component is available.
• In the comment input area, type your message.
• Use the rich-text toolbar to format your note (bold, italic, underline, bullet points, numbered lists, links).
• Click Send.

Once submitted:

• The note is added to the linked Xurrent request
• It becomes immediately visible to Xurrent users assigned to the request

Step 2: Mention a Specific Xurrent User

To notify a particular Xurrent user directly within the note, use the mention feature:

• Click the person icon at the bottom-left of the comment input area.
• A user picker appears — search for and select the Xurrent user you want to mention.
• The selected user is inserted into the note as an @mention.
• Complete your message and click Send.

The mentioned user receives a direct notification in Xurrent, ensuring the right person is alerted for follow-up actions or approvals.

Step 3: Confirm Salesforce → Xurrent Note Sync

• Open the corresponding Xurrent request in a new browser tab.
• Navigate to the Notes section of the request.
• Verify that the newly added or edited note from Salesforce is visible, including any @mentions and formatting.

This confirms that outbound note synchronization is working correctly.

Step 4: Add a Note in Xurrent

• Open the Xurrent request linked to the Salesforce record.
• Add a new note in the Notes section of the request.
• Save the note.

Step 5: Refresh Salesforce to View Xurrent Notes

• Return to the Salesforce record.
• Refresh the page (or click the Refresh icon on the ADL Xurrent Comments component).
• Verify that the new note added in Xurrent appears in the component.

This confirms inbound note synchronization from Xurrent to Salesforce.

Summary

By using the ADL Xurrent Comments component, Salesforce users can:

• View Xurrent notes directly within Salesforce
• Add, edit, and format notes without switching systems
• Mention specific Xurrent users to trigger targeted notifications
• Maintain synchronized communication between Salesforce and Xurrent
• Improve collaboration between customer-facing and service management teams

This functionality ensures transparent, real-time communication across platforms and eliminates context switching for users.

Managing Attachments from Salesforce

ADL Connect enables Salesforce users to view, preview, and upload Xurrent attachments directly from Salesforce records. This functionality provides customer-facing teams with full visibility into Xurrent request context and allows them to contribute files without switching systems.

Attachments added in Salesforce synchronize instantly to Xurrent, and existing Xurrent attachments are displayed within the Salesforce interface.

Prerequisites

Before working with Xurrent attachments from Salesforce, ensure that:

• Xurrent integration is configured in ADL Connect
• The Salesforce record (such as a Case) is linked to a Xurrent request
• The ADL Xurrent Attachements component has been added to the Case page layout (covered in Configuring Case Page Layout)
• Users have the required Salesforce and Xurrent permissions

Viewing Xurrent Attachments in Salesforce

Step 1: View or Preview Existing Attachments

• Navigate to the Salesforce record linked to the Xurrent request.
• In the ADL Xurrent Attachements component, review the list of attachments already stored in the Xurrent request.
• Optionally, switch the display to Thumnail View.
  • Thumbnail View allows image previews without downloading files.
• Click any attachment to preview it in the browser or download it directly from Salesforce.

Tile View is especially useful for image-heavy attachments such as screenshots, error messages, log excerpts, and configuration snapshots.

Uploading Attachments to Xurrent from Salesforce

Step 2: Upload New Attachments

• In the ADL Xurrent Attachements component, click Add or Upload Attachments.
• Select one or more files from your device.
• Confirm the upload.

The selected files are immediately uploaded to the associated Xurrent request and become available to service management users.

Supported file types typically include documents, images, PDFs, and log files. File size limits follow standard Xurrent attachment restrictions.

Step 3: Verify the Upload in Xurrent

• Open the corresponding Xurrent request in a new browser tab.
• Navigate to the Attachments section of the request.
• Confirm that the files uploaded from Salesforce are visible with the correct file name, size, and preview.

This verifies that Salesforce → Xurrent attachment synchronization is functioning correctly.

Viewing Xurrent-Uploaded Attachments in Salesforce

Step 4: Add an Attachment in Xurrent

• Open the Xurrent request linked to the Salesforce record.
• Add a new attachment using the Xurrent attachments option on the request.
• Save the attachment.

Step 5: Refresh Salesforce to View the Xurrent Attachment

• Return to the Salesforce record.
• Refresh the page (or click the Refresh icon on the ADL Xurrent Attachements component).
• Verify that the newly uploaded attachment from Xurrent appears in the component.

This confirms that inbound attachment synchronization from Xurrent to Salesforce is working correctly.

Summary

Using the ADL Xurrent Attachements component, Salesforce users can:

• View all Xurrent attachments directly within Salesforce
• Preview images using Thumbnail View without downloading
• Upload new files from Salesforce into Xurrent
• Access attachments uploaded from either system in a unified interface
• Maintain complete context for customer cases and service management work

This capability reduces platform switching and significantly improves collaboration between support and service management teams.

Managing Linked Xurrent Requests from Salesforce

ADL Connect displays relationships between grouped or merged Xurrent requests directly within Salesforce. When two or more Xurrent requests are grouped together in Xurrent — for example, when multiple customer-reported incidents are consolidated into a single change or parent request — the linkage is reflected in the Salesforce ADL Xurrent Details component under the Links section.

This gives customer-facing teams complete visibility into how their reported issues are being handled, tracked, and resolved as part of larger service management activities.

Prerequisites

Before working with linked Xurrent requests from Salesforce, ensure that:

• Xurrent integration is configured in ADL Connect
• The Salesforce record (typically a Case) is linked to at least one Xurrent request
• The ADL Xurrent Details component is available on the Case page layout
• The connector mapping supports the record type being linked (One-to-One or Many-to-Many)

Step 1: Group Requests in Xurrent

To link two Xurrent requests together, use the Group feature in Xurrent:

• Open the Xurrent request that you want to group with another request (for example, request 705712).
• in top of the request click the three dots.
• From the request actions, select Group Request.
• In the Group Request dialog, search for the target request by ID or subject (for example, 704860 Upgrade HPE Aruba Networking ClearPass to latest version).
• Select the request and click Group.

Xurrent automatically creates a parent request that contains both grouped requests and marks each with the appropriate relationship:

• Grouped into – Points to the parent request that consolidates the grouped items.
• Grouped request – Identifies the child requests grouped under the parent.

Step 2: Verify the Grouping in Xurrent

• Reopen the original request (for example, 705712).
• Confirm that a Grouped into section now appears at the top of the request, referencing the parent request (for example, 705713).
• The parent request will display all grouped requests under its own Grouped requests section.

This confirms that the requests are successfully linked within Xurrent.

Step 3: View Linked Requests in Salesforce

• Return to the Salesforce record connected to the original Xurrent request.
• Refresh the page or click the Refresh icon on the ADL Xurrent Details component.
• Scroll to the Links section — a Linked Requests panel is now displayed, showing all requests connected to the current one.

Each entry in the Linked Requests panel includes:

• Linked Xurrent Id – The Xurrent request number
• Type – The relationship type (for example, Grouped into or Grouped request)
• Subject – The subject of the linked request
• Status – The current status of the linked request

Step 4: View Linked Request Details from Salesforce

• Click any Linked Xurrent Id in the Linked Requests panel.
• A pop-up modal opens directly within Salesforce, displaying the details of the selected linked Xurrent request.

The modal is organized into the following tabs for quick reference:

• Details – Displays core request information such as Id, Subject, Status, Category, Service Instance, Requested By, Requested For, Team, Source, and Created At.
• Attachments – Shows any attachments associated with the linked request.
• Comments – Displays the notes and comments logged against the linked request.
• Links – Shows any further linked or grouped requests associated with this record.

Click Show More... at the bottom of the Details tab to expand and view additional fields for the linked request.

Close the modal at any time by clicking the X in the top-right corner to return to the original Salesforce record.

• This allows Salesforce users to quickly inspect related Xurrent requests — including their status, attachments, and conversation history — without leaving Salesforce or losing the context of the current record.

Summary

Using the Links section of the ADL Xurrent Details component, Salesforce users can:

• View parent and child relationships between Xurrent requests
• Track how customer-reported issues are consolidated into larger service management activities
• Navigate directly from Salesforce to any linked Xurrent request
• Maintain full traceability across grouped incidents, changes, and requests

This capability helps Salesforce users understand the complete context of a customer's issue and how it fits into the wider service delivery workflow.

Managing Linked Xurrent Workflows from Salesforce

ADL Connect displays Xurrent workflows linked to a request directly within Salesforce. When a Xurrent request is escalated into a workflow — for example, when an incident needs to be resolved through a change process involving planning, approvals, and tasks — the linked workflow is reflected in the Salesforce ADL Xurrent Workflow component.

This gives customer-facing teams complete visibility into how their reported issues are being handled through structured service delivery workflows.

Prerequisites

Before working with linked Xurrent workflows from Salesforce, ensure that:

• Xurrent integration is configured in ADL Connect
• The Salesforce record (typically a Case) is linked to a Xurrent request
• The ADL Xurrent Workflow component is available on the Case page layout
• Users have permission to create workflows in Xurrent

Step 1: Create a Workflow from a Xurrent Request

• Open the Xurrent request you want to convert into a workflow (for example, request 705712).
• Click the Actions (⋮) menu at the top of the request.
• From the dropdown, select Relate to New Workflow....

This begins the process of creating a new Xurrent workflow and automatically linking it to the current request.

Step 2: Select a Workflow Template

• In the Select a Workflow Template dialog, search for and select an existing workflow template, or type a keyword (for example, Empty Workflow) to start from a blank template.
• Click New... to proceed to the workflow creation form.

Step 3: Enter the Workflow Details

In the workflow creation form, provide the following details:

• Subject – Automatically populated from the originating request; adjust if needed.
• Note – (Optional) Add any relevant notes for the workflow.
• Attach file – (Optional) Attach supporting documents.
• Service – Select the Xurrent service the workflow relates to (for example, Monitoring).
• Category – Choose the workflow category (for example, Non-Standard).
• Type – Select the workflow type (for example, Application Change).
• Justification – Select the reason for the workflow (for example, Expansion).
• Release – (Optional) Associate the workflow with a specific release.

Click Save to create the workflow.

Step 4: Verify the Workflow in Xurrent

Once created, the workflow is assigned a unique Workflow number (for example, #1728) and displays:

• Category
• Impact
• Status (for example, Registered)
• Completion Target
• Manager
• Service and Service Provider
• Type and Justification
• Relations → Requests – Shows the originating Xurrent request (for example, 705712) with a Workflow Pending indicator.

This confirms that the workflow is successfully created and linked to the originating request in Xurrent.

Step 5: View the Linked Workflow in Salesforce

• Return to the Salesforce record connected to the originating Xurrent request.
• Refresh the page or click the Refresh icon on the ADL Xurrent Workflow component.
• Scroll to the Workflow tab of the ADL Xurrent components — a Xurrent Workflow section is now displayed, showing the linked workflow information.

Each linked workflow displays the following details:

• Workflow Number (for example, #1728)
• Subject of the workflow
• Status (for example, Registered)
• Category (for example, Non Standard)
• Manager – The Xurrent user managing the workflow
• Service – The service the workflow relates to
• Justification – The reason for the workflow
• Progress – A visual progress bar showing workflow completion percentage
• Tasks – The number of tasks associated with the workflow and their current state

Step 6: Track Workflow Progress from Salesforce

• Use the Progress bar and Tasks section within the ADL Xurrent Workflow component to monitor the workflow's overall completion percentage and outstanding tasks.
• Click the Refresh icon at any time to fetch the latest workflow status directly from Xurrent.

This allows Salesforce users to track service management workflows in real time without leaving the Case record.

Summary

Using the ADL Xurrent Workflow component, Salesforce users can:

• View Xurrent workflows linked to their Case records directly within Salesforce
• Track workflow progress, status, and associated tasks in real time
• Understand how customer-reported issues are being handled through structured change or service processes
• Maintain full traceability from customer conversations in Salesforce to service delivery workflows in Xurrent

This capability helps Salesforce users stay informed about the broader service management activities triggered by their customer cases — improving transparency, collaboration, and response times across teams.

Search and Link Existing Xurrent Request

ADL Connect allows Salesforce users to search for existing Xurrent requests directly from Salesforce and link them to Salesforce records such as Cases. This capability helps prevent duplicate request creation, improves traceability, and automatically retrieves related Xurrent details — including notes and attachments — into Salesforce.

This feature is especially valuable in Many-to-Many connector mappings, where a single Xurrent request may be linked to multiple Salesforce records, or vice versa.

Prerequisites

Before using the Search and Link feature, ensure that:

• Xurrent integration is configured in ADL Connect
• A Connector Mapping exists between Salesforce and Xurrent (One-to-One or Many-to-Many)
• The Salesforce record page includes the ADL Xurrent Details or ADL Xurrent Details (M) component (depending on the mapping type)
• Users have the required Salesforce and Xurrent permissions

Step 1: Initiate a Xurrent Request Search

• Open the Salesforce record where ADL Connect is enabled (for example, a Case).
• In the ADL Xurrent Details (M) component, click Search.

This opens the Xurrent request search interface within Salesforce.

Step 2: Enter a Search Keyword

• In the search field, enter a keyword related to the Xurrent request you want to locate.
• Keywords may include:
  • Xurrent Request Number (for example, 705714)
  • Subject text
  • Category or status keywords
  • Any other searchable value from the request
• Review the list of Xurrent requests returned by the search.

Search results are fetched in real time from Xurrent, ensuring the latest data is displayed.

Step 3: Select the Xurrent Request to Link

• From the search results, select the Xurrent request to associate with the Salesforce record (for example, request 705714).
• ADL Connect displays a preview of mapped fields.

During preview:

• Fields are pre-populated based on your connector mapping configuration
• You can verify that the correct request is being linked
• Any custom fields defined in the request template are also displayed

Step 4: Save the Link

• Click Save to complete the linking process.
• The selected Xurrent request is now associated with the Salesforce record.

This creates a direct relationship between Salesforce and the existing Xurrent request. In Many-to-Many mappings, multiple Salesforce records can be linked to the same Xurrent request, and multiple Xurrent requests can be linked to a single Salesforce record.

Automatic Retrieval of Xurrent Details

After the request is linked:

• ADL Connect automatically retrieves associated notes, attachments, workflow information, and other mapped data.
• Retrieved details are displayed within the relevant ADL Xurrent components on the Salesforce page — ADL Xurrent Comments, ADL Xurrent Attachements, ADL Xurrent Workflow, and ADL Xurrent Activity.
• Salesforce users gain full visibility into Xurrent activity without navigating away from Salesforce.

Summary

Using the Search and Link feature, Salesforce users can:

• Search Xurrent requests directly from Salesforce
• Avoid creating duplicate Xurrent requests
• Link the correct request to a Case or other Salesforce record
• Support Many-to-Many relationships where a single Xurrent request serves multiple Salesforce records
• Automatically retrieve existing notes, attachments, workflow information, and status details

This functionality creates a unified workflow and strengthens collaboration between support, service management, and delivery teams by keeping all relevant request context inside Salesforce.

Managing Linked Xurrent Requests via the Pop-up Modal

In Many-to-Many connector mappings, a single Salesforce record can be linked to multiple Xurrent requests. To help Salesforce users manage each linked request individually without leaving Salesforce, ADL Connect provides a Xurrent Request Pop-up Modal. This modal allows users to view request details, manage attachments, post comments, and inspect linked requests — all from within the Salesforce interface.

Prerequisites

Before working with the Xurrent Request Pop-up Modal, ensure that:

• Xurrent integration is configured in ADL Connect
• A Many-to-Many connector mapping exists between Salesforce and Xurrent
• The ADL Xurrent Details (M) component has been added to the Case page layout
• One or more Xurrent requests are linked to the Salesforce record
• Users have the required Salesforce and Xurrent permissions

Step 1: Open the Xurrent Request Pop-up Modal

• Navigate to the Salesforce record where the ADL Xurrent Details (M) component is available.
• In the list of linked Xurrent requests, locate the request you want to interact with (for example, request 705712).
• Click the open (arrow) icon to the left of the Xurrent Id column.

A pop-up modal opens directly within Salesforce, displaying the details of the selected Xurrent request. The modal title displays the Xurrent Id of the selected request (for example, Xurrent Id - 705712).

The modal is organized into four tabs:

• Details
• Attachments
• Comments
• Links

Step 2: View Request Details

The Details tab is displayed by default and shows the core information for the selected Xurrent request:

• Id – The Xurrent request number (clickable link to the request in Xurrent).
• Subject – The subject of the request.
• Status – Current status of the request (for example, workflow_pending).
• Category – Request category (for example, rfc).
• Service Instance – The Xurrent service instance the request belongs to.
• Requested By – The Xurrent user who raised the request.
• Requested For – The Xurrent user the request was raised for.
• Team – The team assigned to the request.
• Source – The origin of the request.
• Created At – Timestamp when the request was created.

Click Show More... at the bottom of the Details tab to expand and view additional fields for the request.

Step 3: Manage Attachments

Switch to the Attachments tab to view and manage attachments associated with the linked Xurrent request.

The Xurrent Attachments panel displays:

• Name – The file name of each attachment.
• Size – The file size of each attachment.

Available actions:

• Attach from Salesforce – Attach existing Salesforce files directly to the Xurrent request.
• Upload – Upload a new file from your device to the Xurrent request.
• Refresh – Reload the attachments list to fetch the latest data from Xurrent.

Click Thumbnail view to preview the image without downloading or download the file directly from Salesforce.

Step 4: View and Post Comments

Switch to the Comments tab to view the note history for the linked Xurrent request and to post new notes.

The Xurrent Comments panel displays:

• The complete note history for the request, including notes added from Salesforce, Xurrent, and system-generated messages (for example, Attachment(s) uploaded from Salesforce).
• Each note shows the author name, timestamp, and content.
• The total number of notes is shown next to the panel title (for example, Xurrent Comments (8)).

To post a new note:

• Enter your message in the text editor at the bottom of the tab.
• Use the rich-text toolbar to format the note (bold, italic, underline, bullet points, numbered lists, links).
• Optionally, click the person icon at the bottom-left to mention a specific Xurrent user in the note.
• Click Send to post the note.

The note is instantly added to the linked Xurrent request and becomes visible in Xurrent.

Step 5: View Related Links

Switch to the Links tab to view any grouped or related Xurrent requests connected to the current linked request.

• If the request is part of a group, the Links tab displays the linked request numbers, subjects, and their relationship type (for example, Grouped into or Grouped request).
• If no related requests exist, the message "No linked requests" is displayed.

This tab helps users trace request relationships across multiple Xurrent items without leaving Salesforce.

Step 6: Close the Modal

• Click the X in the top-right corner of the modal to close it and return to the Salesforce record.

Any updates made within the modal (posted notes, uploaded attachments) are already saved to Xurrent — no additional confirmation is required.

Summary

Using the Xurrent Request Pop-up Modal, Salesforce users can:

• Individually inspect and manage each Xurrent request in a Many-to-Many mapping
• View core request details without navigating away from Salesforce
• Upload and manage attachments for each linked request
• Read and post notes, including @mentions of Xurrent users
• Trace grouped or related requests through the Links tab
• Maintain full control over multiple linked Xurrent requests from a single Salesforce record

This capability provides a focused, request-specific view within Many-to-Many mappings — improving productivity for teams that manage several parallel Xurrent requests tied to a single Salesforce Case.