Xurrent (4me) Integration

What is the Xurrent Integration?

The Xurrent integration connects Tripl-i's CMDB with Xurrent's (formerly 4me) ITSM platform, enabling seamless synchronization of your Configuration Items and automated change risk analysis powered by AI.

Why Use This Integration?

• Unified Asset Management: Keep your CMDB and ITSM platform in sync automatically
• AI-Powered Change Analysis: Get automated risk assessments for change requests
• Eliminate Manual Data Entry: Stop duplicating CI information across systems
• Flexible Product Mapping: Choose between simple category-based or detailed brand/model mapping
• Maintain Data Accuracy: Ensure both systems have the same, up-to-date information
• Streamline ITSM Workflows: Leverage Tripl-i's discovery data in your service management processes

Key Features

CI Synchronization

Export Configuration Items discovered by Tripl-i directly to Xurrent, including:

• Hardware details (servers, workstations, network devices)
• Software inventory
• CI relationships and dependencies
• Custom fields and attributes

AI Change Manager

When enabled, Tripl-i automatically analyzes change requests in Xurrent:

• Risk Scoring: Technical, business, and dependency risk scores (0-100)
• Impact Analysis: Identifies affected systems and potential user impact
• Recommendations: Pre-change, during-change, and post-change action items
• CAB Support: Generates talking points for Change Advisory Board meetings

Dual Mapping Strategies

Tripl-i offers two flexible approaches for mapping your CIs to Xurrent products:

1. Single Product Mode (Category Mapping)

Assign all CIs of a type (e.g., all Servers) to a single Xurrent product.

Best for:

• Quick setup without granular mapping
• Homogeneous environments with similar hardware
• Organizations with generic product catalogs
• Standardized infrastructure

Example:

• All Servers → "Generic Server Product"
• All Workstations → "Standard Workstation Product"

2. Brand/Model Mapping (Product Mapping)

Map specific hardware combinations (manufacturer + model) to distinct Xurrent products.

Best for:

• Heterogeneous environments with diverse hardware
• Precise hardware tracking and reporting
• Organizations requiring detailed asset categorization
• Warranty and maintenance tracking by specific models

Example:

• Dell PowerEdge R740 → "Dell Server R740 Product"
• HP ProLiant DL380 → "HP Server DL380 Product"
• Lenovo ThinkPad T14 → "Lenovo ThinkPad T14 Product"

Getting Started

Prerequisites

Before configuring the Xurrent integration, ensure you have:

1. Xurrent Account with API access enabled
2. API Credentials:
   • For OAuth 2.0: Client ID and Client Secret with required scopes (see below)
   • For Bearer Token: API Token with appropriate permissions
3. Account ID: Your Xurrent account identifier
4. Support Team: At least one support team configured in Xurrent
5. Products: Products defined in Xurrent for your CI types (or permission to create them)

Required OAuth Scopes

When creating your OAuth application in Xurrent, ensure the following scopes are granted:

Scope	Purpose
account:read	Read account information
ci:read	Search and read Configuration Items
ci:write	Create and update Configuration Items
product:read	Search and list products for mapping
product:write	Create new products (optional)
product_category:read	List product categories
team:read	List support teams for assignment

Additional scopes for AI Change Manager:

Scope	Purpose
webhook:read	Check existing webhooks
webhook:write	Create webhooks for change notifications
ui_extension:read	Check existing UI extensions
ui_extension:write	Create UI extensions for AI results
task_template:read	Check existing task templates
task_template:write	Create AI assessment task templates
automation_rule:read	Check existing automation rules
automation_rule:write	Create automation rules
task:read	Read task details
task:write	Update tasks with AI analysis results
note:write	Add notes to tasks

Minimum scope for CI sync only:

account:read ci:read ci:write product:read product_category:read team:read

Full scope for all features (recommended):

account:read ci:read ci:write product:read product:write product_category:read team:read webhook:read webhook:write ui_extension:read ui_extension:write task_template:read task_template:write automation_rule:read automation_rule:write task:read task:write note:write

Configuration Methods

Tripl-i provides two ways to configure your Xurrent integration:

Method 1: Setup Wizard (Recommended for New Configurations)

The Setup Wizard provides a guided, step-by-step approach perfect for first-time setup.

Step 1: Basic Configuration

1. Navigate to CMDB → Integrations → Xurrent
2. Click Add Integration
3. Enter a Name for your configuration
4. Select Environment: Choose your Xurrent environment
   • Production (graphql.xurrent.com)
   • QA (graphql.xurrent-qa.com)
   • Demo (graphql.xurrent-demo.com)
5. Select Region: Choose your geographic region
   • Global (International)
   • Australia (sdk-au.xurrent.com)
   • UK (sdk-uk.xurrent.com)
   • Switzerland (sdk-ch.xurrent.com)
   • US (sdk-us.xurrent.com)
6. Enter Account ID: Your Xurrent account identifier
7. Choose Authentication Method:
   • OAuth 2.0 (Recommended): Enter Client ID and Client Secret
   • Bearer Token: Enter your API token
8. Click Test Connection to verify your credentials
9. Select Default Support Team: Choose the team that will be assigned to synced CIs
10. Click Next

Step 2: Select CI Types

1. Review the list of available CI types (Server, Workstation, Monitor, etc.)
2. Click Add CI Type to configure a new type for synchronization

3. Select the CI type you want to sync
4. Click Add to proceed to configuration

Step 3: Configure Product Mapping

For each CI type, choose your mapping strategy:

Option A: Single Product Mode

1. Select Single Product mode
2. Choose between:
   • Select Existing Product: Choose from your Xurrent products
   • Create New Product: Create a new product in Xurrent
3. If creating a new product:
   • Enter a product name (e.g., "Generic Server")
   • Select a product category
   • Choose whether to create UI Extension with custom fields
4. Click Save

This will map ALL CIs of this type (e.g., all Servers) to the same Xurrent product.

Option B: Brand/Model Mapping

1. Select Brand/Model Mapping mode
2. Tripl-i will analyze your CIs and show all unique brand/model combinations
3. For each combination, you can:
   • Select Existing Product: Choose a matching Xurrent product
   • Create New Product: Create a specific product for this model
   • Auto-Match: Let Tripl-i automatically find matching products
4. View the CI Count to see how many assets will use each mapping
5. Click Save Mappings

This provides precise mapping where, for example, "Dell PowerEdge R740" servers go to one product and "HP ProLiant DL380" servers go to another.

Step 4: Review and Complete

1. Review all your configured CI types and mappings
2. Verify the mapping strategy for each type
3. Click Finish to save your configuration
4. You'll be redirected to the configuration detail page

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Method 2: Classic Configuration View

The Classic View provides direct access to all settings in a tabbed interface, ideal for managing existing configurations.

Accessing Classic View

1. Navigate to CMDB → Integrations → Xurrent
2. Click on an existing configuration
3. You'll see four tabs: Configuration, Product Mapping, Field Mapping, and Export

Configuration Tab

This tab contains your basic connection settings:

Connection Settings:

• Name
• Environment
• Region
• Account ID
• Authentication method (OAuth or Bearer Token)
• Default Support Team
• Optional: Default Supplier

Actions:

• Test Connection: Verify your credentials
• Save Configuration: Save changes
• Sync Configuration: Refresh teams and products from Xurrent

Product Mapping Tab

This tab provides full control over CI-to-product mappings.

Mapping Strategy Toggle:

• Switch between Category Mapping (Single Product) and Product Mapping (Brand/Model)
• This is a global setting that affects all CI types

Category Mapping (Single Product Mode):

1. Click Add CI Type
2. Select a CI type from the dropdown
3. Choose an existing Xurrent product
4. Optionally create a UI Extension
5. Click Save

Product Mapping (Brand/Model Mode):

1. Click Add CI Type
2. Select a CI type
3. View all brand/model combinations for that type
4. For each combination:
   • Click Select Product to choose existing
   • Click Create Product to create new
   • Use Auto-Match to find matching products automatically
5. Review the Mapping Status column:
   • ✅ Mapped: Product assigned
   • ⚠️ Unmapped: Needs configuration
6. Save individual mappings or use Bulk Actions

Advanced Features:

• Refresh Combinations: Reload brand/model data from database
• View CI Count: See how many CIs will use each mapping
• Edit Mapping: Change product assignment
• Delete Mapping: Remove a CI type from sync

Field Mapping Tab

Configure how Tripl-i CI fields map to Xurrent custom fields.

Standard Mappings: Tripl-i automatically maps common fields:

• Name → CI Name
• Serial Number → Serial Number
• Manufacturer → Brand
• Model → Model
• IP Address → CI IP Address
• Status → CI Status
• Location → Site

Custom Field Mappings:

1. Click Add Field Mapping
2. Source Field: Select the Tripl-i CI field
3. Xurrent Field ID: Enter the custom field ID from your UI Extension
4. Field Label: Display name for the field
5. Field Type: text, date, number, etc.
6. Transformation: Optional (e.g., "uppercase", "lowercase", "date-format")
7. Click Save

Using Templates: Tripl-i provides pre-configured field mapping templates:

• Server Template
• Workstation Template
• Monitor Template
• Network Device Template

Click Load Template to auto-populate fields for your CI type.

Export Tab

Manage CI synchronization to Xurrent.

Export Options:

1. Select CI Types: Choose which types to export
2. Batch Size: Number of CIs per batch (recommended: 50)
3. Export Mode:
   • Full Export: Export all CIs matching criteria
   • Incremental Export: Only CIs changed since last sync
4. Click Export to Xurrent

Initial Matching: If you already have CIs in Xurrent, use Initial Matching to link them:

1. Click Run Initial Matching
2. Tripl-i searches Xurrent for matching CIs by:
   • Name
   • Serial number
   • Asset tag
3. Matched CIs are linked automatically without creating duplicates

Export Progress:

• Real-time progress bar
• Count of created, updated, and skipped CIs
• Error reporting for failed exports
• Export log for troubleshooting

Schedule Exports (Future): Configure automatic synchronization:

• Daily, weekly, or monthly schedules
• Time of day preferences
• Incremental vs. full sync

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AI Change Manager Setup

Enable AI-powered risk analysis for change requests in Xurrent.

Enabling AI Change Manager

1. Navigate to your Xurrent configuration
2. Scroll to the AI Change Manager section
3. Toggle Enable AI Change Manager
4. Click Setup AI Change Manager

What Gets Created

When you enable AI Change Manager, Tripl-i automatically creates:

1. Webhook: Receives notifications when changes are created in Xurrent
2. UI Extension: Adds custom fields to display AI analysis results:
   • AI Risk Level (Low, Medium, High, Critical)
   • AI Risk Score (0-100)
   • Technical Risk Score
   • Business Risk Score
   • Total Impacted Systems
   • Critical Systems Affected
   • Business Impact Assessment
   • Estimated Downtime
   • Pre-Change Recommendations
   • During-Change Recommendations
   • Post-Change Recommendations
   • AI Confidence Score
3. Task Template: "AI Risk Assessment" template for the analysis task
4. Automation Rule: Automatically triggers AI analysis when a change is created

How It Works

1. Change Created: Someone creates a change request in Xurrent affecting Tripl-i-synced CIs
2. Automation Triggered: Xurrent's automation rule detects the change
3. Webhook Fired: Xurrent sends webhook notification to Tripl-i
4. AI Analysis: Tripl-i's AI analyzes:
   • The CI being changed (hardware, software, dependencies)
   • Change details (type, scope, justification)
   • Historical incidents and known issues
   • Business criticality and user impact
5. Results Updated: Analysis results are written back to the Xurrent task
6. Note Added: A summary note is added to the change for quick reference

Understanding AI Risk Analysis

Risk Scores (0-100)

Score	Risk Level	Recommendation
0-25	Low	Routine approval process
26-50	Medium	Standard review recommended
51-75	High	Detailed review required
76-100	Critical	Executive approval recommended

Analysis Components

Technical Risk:

• Complexity of the change
• Technical dependencies
• Potential for technical issues
• System compatibility

Business Risk:

• Impact on business operations
• Service availability
• Financial implications
• Customer impact

Dependency Risk:

• Cascading effects on dependent systems
• Integration points affected
• Third-party dependencies
• Data flow impacts

Historical Risk:

• Past incidents with similar changes
• Previous failures or rollbacks
• Known issues with affected systems

Recommendations

The AI provides actionable recommendations in three phases:

Pre-Change:

• Preparation steps before implementation
• Backup requirements
• Testing recommendations
• Communication plans

During Change:

• Monitoring points during implementation
• Verification steps
• Rollback triggers
• Real-time checks

Post-Change:

• Validation steps after completion
• Monitoring periods
• Performance checks
• Documentation requirements

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Best Practices

Choosing a Mapping Strategy

Use Single Product Mode when:

• You have standardized, homogeneous hardware
• Product-level reporting is sufficient
• Quick setup is a priority
• You have fewer than 5 distinct hardware types

Use Brand/Model Mapping when:

• You have diverse hardware from multiple vendors
• You need detailed reporting by specific models
• Warranty tracking is important
• You want to track lifecycle by model
• You have more than 5 distinct hardware configurations

Product Mapping

• Map all CI types before running large exports
• Use descriptive product names (e.g., "Dell Server R740" vs. "Product-123")
• Verify product IDs exist in Xurrent before mapping
• Test with a small batch (10-20 CIs) before full export
• Create consistent naming conventions for products

Export Strategy

Initial Setup:

1. Start with ONE CI type (e.g., Servers)
2. Export 5-10 CIs as a test
3. Verify in Xurrent that:
   • CIs appear correctly
   • Custom fields are populated
   • Products are assigned
   • Relationships are created
4. If successful, export remaining CIs for that type
5. Repeat for other CI types

Ongoing Maintenance:

• Schedule regular exports (daily or weekly)
• Use incremental export to sync only changes
• Monitor export logs for errors
• Run full export monthly to catch any missed updates

Field Mapping

• Use field mapping templates as a starting point
• Test transformations on a few CIs before applying to all
• Document any custom field mappings for your team
• Keep field IDs consistent between environments (QA → Prod)

AI Change Manager

• Review AI recommendations as guidance, not absolute rules
• Adjust risk thresholds based on your organization's tolerance
• Use the confidence score to gauge analysis reliability
• Provide feedback on incorrect assessments (future feature)
• Combine AI insights with human expertise and organizational knowledge

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Troubleshooting

Connection Issues

Problem: Test connection fails

Solutions:

1. Verify your credentials are correct
2. Check that your API token/OAuth app has the required scopes
3. Ensure your network allows connections to Xurrent's GraphQL API
4. Verify you've selected the correct region
5. For OAuth: Check that Client ID and Client Secret match exactly
6. Check Xurrent service status at status.xurrent.com

Problem: "Invalid Account ID" error

Solution: Verify your Account ID in Xurrent:

1. Log in to Xurrent
2. Go to Settings → Account
3. Copy the Account ID exactly (case-sensitive)

Export Errors

Problem: CIs fail to export

Solutions:

1. Ensure product mappings are configured for the CI type
2. Verify the default support team is set
3. Check that required fields are populated on the CI:
   • Name (required)
   • Serial number (recommended)
   • Manufacturer and model (for brand/model mapping)
4. Review the export log for specific error messages
5. Test connection before exporting

Problem: "Product not found" error

Solution:

1. Go to Product Mapping tab
2. Click Sync Configuration to refresh products from Xurrent
3. Verify the product exists in Xurrent and is not archived
4. Check the product category is correct

Problem: Duplicates created in Xurrent

Solution:

1. Run Initial Matching first to link existing CIs
2. Check if CIs already have sourceID populated
3. Use serial numbers for reliable matching
4. Contact support if duplicates persist

Missing Data

Problem: Custom fields not appearing in Xurrent

Solutions:

1. Verify field mappings are configured correctly
2. Ensure the Xurrent UI Extension includes the custom fields
3. Check that field IDs match between systems (case-sensitive)
4. Verify field types are compatible (text, number, date)
5. Test with a single CI first

Problem: Relationships not syncing

Solutions:

1. Ensure BOTH CIs in the relationship are synced to Xurrent
2. Check that relationship types are supported
3. Verify the "Sync Relationships" option is enabled
4. Run export again after both CIs exist in Xurrent

Brand/Model Mapping Issues

Problem: "No combinations found" message

Solution:

1. Verify CIs have manufacturer and model fields populated
2. Run a discovery scan to populate hardware details
3. Check that customFields contain the data
4. Manually add manufacturer/model to a few CIs for testing

Problem: Can't find matching Xurrent product

Solution:

1. Use the "Create New Product" feature
2. Ensure product category is selected
3. Check product naming matches your convention
4. Use search filters in product selector

AI Change Manager Issues

Problem: Changes don't receive AI analysis

Solutions:

1. Verify the webhook is enabled in Xurrent
2. Check that the automation rule is active
3. Ensure the change affects CIs synced from Tripl-i
4. Review webhook delivery logs in Xurrent
5. Check that Tripl-i webhook endpoint is accessible
6. Verify the task template exists

Problem: AI results not showing in Xurrent

Solutions:

1. Check that UI Extension was created successfully
2. Verify custom fields match the AI field mappings
3. Ensure the change form includes the UI Extension
4. Refresh the Xurrent page
5. Check the task notes for raw AI output

Problem: "Insufficient permissions" error

Solution:

1. Review required OAuth scopes (see Prerequisites)
2. Regenerate OAuth token with all scopes
3. Test connection again
4. Contact Xurrent support if scopes are correct but error persists

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Frequently Asked Questions

Q: Which mapping strategy should I use?

A: Use Single Product mode for quick setup and homogeneous environments. Use Brand/Model mapping for diverse hardware requiring detailed tracking and reporting.

Q: Can I switch between mapping strategies after initial setup?

A: Yes, you can change the mapping strategy at any time. However, this may require remapping all CI types. Existing CIs in Xurrent will need to be updated or re-exported.

Q: How often should I sync CIs?

A: We recommend syncing after significant discovery runs or when CI data changes. For most organizations, daily or weekly syncs are sufficient. Use incremental export for daily updates.

Q: Can I sync bidirectionally?

A: Currently, the integration syncs from Tripl-i to Xurrent. Changes made directly in Xurrent are not synced back. This prevents conflicts and maintains Tripl-i as the source of truth for discovered data.

Q: What happens if I delete a CI in Tripl-i?

A: Deleted CIs are not automatically removed from Xurrent. You can mark them as "removed" status in Tripl-i, which will update the status in Xurrent during the next sync.

Q: How do I handle multiple Xurrent environments?

A: Create separate Xurrent configurations (one for Production, one for QA) and manage them independently. Use consistent product IDs across environments for easier promotion.

Q: Is the AI Change Manager available for all accounts?

A: AI Change Manager requires appropriate licensing and is available for accounts with AI features enabled. Contact your account manager for details.

Q: Can I customize the AI analysis fields?

A: The AI analysis fields are standard, but you can customize which fields appear in your Xurrent UI Extension. Contact support for advanced customization needs.

Q: What if I have CIs without manufacturer or model information?

A: Use Single Product mode for these CIs, or run discovery scans to populate hardware details. You can also manually populate manufacturer/model fields for important assets.

Q: How do I monitor export success?

A: Check the Export tab for real-time progress during exports. Review the export log for detailed status. Use Xurrent's CI list to verify synced CIs appear correctly.

Q: Can I exclude certain CIs from export?

A: Yes, use the filter options in the Export tab. You can exclude by status, location, tags, or custom criteria. Only CIs with configured product mappings will be exported.

Q: What happens if the OAuth token expires?

A: Tripl-i automatically refreshes OAuth tokens when they expire (with a 60-second safety buffer). If refresh fails, you'll receive a notification to re-authenticate.

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Related Documentation

• AI Change Manager Module
• CMDB Overview
• Asset Management
• Discovery Module

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Support

For additional assistance:

• Documentation: Review the Xurrent API Documentation
• Support: Contact your Tripl-i support representative
• Community: Join the Tripl-i user community forum