https://wiki.hornbill.com/api.php?action=feedcontributions&user=MaryO&feedformat=atomHornbill - User contributions [en]2024-03-28T22:48:26ZUser contributionsMediaWiki 1.35.0https://wiki.hornbill.com/index.php?title=Managing_Instance_Storage_Usage&diff=27449Managing Instance Storage Usage2021-09-02T12:27:59Z<p>MaryO: /* Set Purge Thresholds */</p>
<hr />
<div>{{DISPLAYTITLE:Managing Instance Storage Usage}}<br />
<br />
== Introduction ==<br />
Storage over and above the instance storage quota attracts an additional monthly cost. While this is a nominal fee, regular housekeeping and some best-practice guidelines can help you manage your storage effectively. <br />
<br><br />
<br><br />
The storage consumed by your Hornbill instance can be reviewed in [https://wiki.hornbill.com/index.php?title=Support_Passcode '''''Hornbill Administration > Your Subscription'''''] and more detail on our approach to Cloud Storage can be found on the following wiki page: [[Instance Storage Quota]].<br />
<br />
==E-mails==<br />
Emails are typically the biggest contributor to storage consumption and, as the content and attachments are quite often appended to a request, their relevance and value diminishes quickly.<br />
<br />
===Set Purge Thresholds===<br />
The Hornbill Platform incorporates settings which purge the sent and deleted items folders of email messages older than a certain number of months. The default value for these settings is 36 months (3 years) but this can be reduced or increased to a maximum of 84 months (7 years). Any messages which are older than the purge thresholds specified in the settings will be permanently deleted from these folders. <br />
<br />
The settings can be found in Hornbill Administration > System > Advanced Settings and are called '''emails.purgeDeletedItemsAfter''' and '''emails.purgeSentItemsAfter''' (Purge Sent Items option is available from platform build 3509).<br />
<br />
Each Shared Mailbox on your Hornbill instance has a Deleted Items and Sent Items folder. These settings are global and therefore the purge threshold will apply to all Shared Mailboxes. The background job responsible for the purge on these folders runs several times a day.<br />
<br />
Email messages and associated attachments will be deleted from your Hornbill instance. This process has no affect on messages stored outside of Hornbill.<br />
<br />
===Selectively Delete Email Messages===<br />
Mailbox folders can also be managed via the main mailbox interface where messages can be selected and deleted as required. Messages will only be permanently deleted once they are moved to the deleted items folder. When using this method, messages must first be moved to the deleted items folder, and then selected and permanently deleted. Only users with the appropriate permissions to a shared mailbox will be able to permanently delete messages from the Deleted Items folder.<br />
<br />
=== Archive Email Messages and Attachments ===<br />
The [https://wiki.hornbill.com/index.php?title=Email_Archiver '''Email Archiver utility'''] provides a simple, safe and secure way to archive email messages and their associated attachments from a Hornbill instance. The utility downloads the email message and attachments from a Hornbill instance and saves them in a location on a local machine of your choice.<br />
<br />
Once downloaded, the email message and attachment will be deleted and will no longer be accessible from your Hornbill instance. Emails and their attachments will be available for reference in the location to which they were downloaded.<br />
<br />
===Empty an Entire Email Message Folder===<br />
An entire folder can be emptied via an interface located in Hornbill Administration. This can be found in '''''System > Email > Shared Mailboxes'''''. Select a shared mailbox and then the tab labelled “status”. All folders which exist for that mailbox will be listed. The folder can be emptied by clicking on the red trash-can icon.<br />
<br />
== Business Processes ==<br />
As System administrators come and go and your Service Delivery evolves, the number of business processes configured in your instance will inevitably grow over time. This is one area where good house keeping is important, not just from a storage perspective, but also from an administrative standpoint. Business Processes can be managed via the Hornbill Administration interface in the business process section associated with the application e.g. Service Manager '''''Hornbill Administration > Applications > Service Manager > Business Processes'''''.<br />
<br />
===Ensure your Business Processes are Reliable===<br />
Failed business processes can contribute to greater storage consumption. As part of business process execution, an event log is generated so it’s actions and responses can be reviewed in the event of an issue or error. An event log is generated for every business process which is running in the application. <br />
<br />
Assuming the business process reaches a successful conclusion (i.e. a state of “Completed”) or is cancelled (a state of “Cancelled”) it’s logs are purged 7 days after it entered one of these states. Logs are only maintained for business process instances with a state of “in progress”, “suspended”, or “failed”. Business process that are “in progress” or “suspended” are still active, however those that are in a failed state have encountered problems and have stalled. Logs for failed processes are not purged so action should be taken to understand the reason for failure and address this in the process design so further business process instances can avoid failure. Processes that have already failed should be dealt with appropriately either by fixing or cancelling the specific business process instance.<br />
<br />
The detail of any active business process can be inspected via the Hornbill Administration interface in the business process section associated with the application (e.g. Service Manager). There is a button located to the top right of the list of bpm processes labelled “Manage Executed Processes” which presents a list of all the active business process instances.<br />
<br />
The “Manage Executed Processes” area should be checked periodically to ensure processes are running reliably through to completion. Any failed processes should be investigated and the root caused addressed.<br />
<br />
=== Delete Old Process Designs ===<br />
Deleting old processes that are no longer used will help manage the storage consumed. Processes can be deleted using the trash can icon located to the right hand side of the process. Processes can only be deleted if there are no active instances of the design running in the application e.g. in the case of service manager business processes run against requests.<br />
<br />
=== Design Efficiently ===<br />
Many business process operations have the option to post a timeline update to a request as part of performing the operation. While an individual timeline update doesn't contribute a great deal to storage consumption, these will accumulate over time. Consider whether a timeline update as part of the business process operation is really necessary before enabling it. The timeline content generated by business process nodes can be controlled in the configuration of each node by setting the “System Timeline Update” and “Manual Timeline Update” parameters to “ignore”. <br />
<br />
== Requests ==<br />
Requests are at the centre of the Service Manager application and as time passes more requests will be created. <br />
<br />
=== Archive Request Attachments ===<br />
The [https://wiki.hornbill.com/index.php?title=Request_Attachment_Archiver '''Request Attachment Archiver utility'''] provides a simple, safe and secure way to extract file attachments from a Hornbill instance. The utility downloads attachments from a Hornbill instance and saves them in a location on a local machine of your choice.<br />
<br />
Once downloaded, the attachment will be deleted from the request and will no longer be accessible from your Hornbill instance. The utility does not affect the request in any other way.<br />
<br />
===Delete Selected Requests===<br />
The [https://wiki.hornbill.com/index.php?title=Hornbill_Clean_Utility '''Hornbill Clean utility'''] provides a quick and easy method of removing requests, from a specified Hornbill instance. This utility allows requests to be deleted based on various criteria such as date logged, status, individual request ID, or service. Clearing out test requests periodically is good practice or some organisations may wish to delete requests older than x number of years. The utility will delete the request record, associated timeline and attachments.</div>MaryOhttps://wiki.hornbill.com/index.php?title=Email_Archiver&diff=27268Email Archiver2021-08-19T16:41:18Z<p>MaryO: /* Command Line Output */</p>
<hr />
<div>=About the Hornbill Email Attachment Archiver Utility=<br />
<br />
The utility provides a simple, safe and secure way to extract file attachments from the Hornbill platform. The tool connects to your Hornbill instance in the cloud over HTTPS/SSL, so as long as you have standard internet access then you should be able to use the tool without the need to make any firewall configuration changes.<br />
<br />
This tool does two things:<br />
# Emails, from specified mailboxes and/or folders, which are older than a specified amount of time, will be downloaded into individual .eml files.<br />
# Delete those emails.<br />
<br />
{{Infobox|'''Important''': One of the optimisations within the Hornbill platform is that the same file (e.g. an image in a email footer) is only stored once. There is a counter which keeps track of how many times that file is used/referenced (within Emails). Only once the counter is zero (i.e. there is no email referencing that attachment), is the actual file removed. The "removal" in this utility deletes the email which in turn reduces the counter to a specific attachment by one - if that happens to make the reference number zero, then it will have the subsequent effect of actual file removal.}}<br />
<br />
==Open Source==<br />
<br />
The Email Attachment Archiver Utility is provided open source under the [https://wiki.hornbill.com/index.php/The_Hornbill_Community_License_(HCL) Hornbill Community Licence] and can be found [https://github.com/hornbill/goEmailAttachmentArchiver here] on GitHub<br />
<br />
==Installation Overview==<br />
<br />
===Windows Installation===<br />
<br />
* Download the [https://github.com/hornbill/goEmailAttachmentArchiver/releases/latest ZIP archive] relevant to your OS and architecture<br />
* Extract zip into a folder you would like the application to run from e.g. '''C:\HornbillEmailArchive\'''<br />
* Open '''conf.json''' and add in the necessary configuration<br />
* Open a Command Line Prompt as Administrator<br />
* Change Directory to the folder containing the import files '''C:\HornbillEmailArchive\'''<br />
* Run the command:<br />
<br />
For Windows Systems: <code>goEmailAttachmentArchiver.exe -cutoff=26 -dryrun=true -file=conf.json</code><br />
<br />
For Mac OSX and Linux Systems: <code>./goEmailAttachmentArchiver -cutoff=26 -dryrun=true -file=conf.json</code><br />
<br />
To run this on a schedule, you might want to consider the following sample usage which locates the files to a local folder named for the current date:<br />
<pre><br />
setlocal<br />
set M=%date:~3,2%<br />
set Y=%date:~6,4%<br />
set D=%date:~0,2%<br />
goEmailAttachmentArchiver.exe -cutoff=52 -dryrun=true -output=%Y%%M%%D%<br />
endlocal<br />
</pre><br />
<br />
==Configuration Overview==<br />
<br />
A demonstration configuration file is provided within the package. If a configuration file is not specified as a command line argument when executing the tool, then a default configuration file named conf.json, containing the correct JSON, must exist:<br />
<br />
<pre><br />
{<br />
"InstanceID": ""<br />
, "APIKeys": [<br />
""<br />
]<br />
, "AttachmentFolder": "C:/Temp/"<br />
, "Mailboxes": [ ]<br />
, "Folders": [ ]<br />
}<br />
</pre><br />
<br />
===Config===<br />
* "InstanceID" - the name of your Hornbill instance and can be found within the URL you use to navigate to it: live.hornbill.com/[instance name]/. E.g. if the URL you use to access your instance is live.hornbill.com/arescomputing/, then your instance id would be "arescomputing". '''This value is case sensitive'''.<br />
* "APIKeys" - an array of API Keys. Hornbill API key for a user account with the correct permissions to carry out all of the required API calls. Details on how to create an API key can be found [https://wiki.hornbill.com/index.php?title=API_keys '''here'''].<br />
* "AttachmentFolder" - The location where the files are going to be archived.<br />
** The format of the .eml file will be EMAILID_2015-11-06T14-26-13Z.zip - The email header, (optional) email text, (optional) html email text and each attachment that was found for that email will appear as attachments within the .eml file.<br />
* "Mailboxes" - array to store the names of mailboxes eg <code>[ "servicedesk", "facilities" ]</code> - all folders in the given mailbox will be processed.<br />
* "Folders" - array to store the numeric IDs of specific folders eg <code>[ 12, 37 ]</code>.<br />
<br />
==Command Line Parameters==<br />
<br />
* file - Defaults to `conf.json` - Name of the Configuration file to load<br />
* dryrun - Defaults to `false` - Set to True and the code for the REMOVAL of the attachments will not be called, and instead the generated XML for each asset will be dumped to the log file. This is to aid in debugging the initial connection information.<br />
* output - Folder to store downloads in - overrides AttachmentFolder from the configuration file.<br />
* cutoff - Defaults to `12`. Set the cut off date in weeks (12 or greater) - requests which haven't been touched for longer than this amount of time will be picked up.<br />
* pagesize - Defaults to `100` - Default Query Size (how many results per page).<br />
<br />
==Testing Overview==<br />
There is no substitute for hands-on experience when becoming familiar with the Hornbill import utilities. <br />
<br />
===Command Line Output===<br />
After each run of the utility, the command line will output a summary of the records that were processed. <br />
<br />
This output can also be found in the log files which should be examined to understand why records failed to archive. In the case of a failed archive, even if this is only due to a problem with one of the attributes, then the email will NOT be purged from the request.<br />
<br />
{{Infobox|'''Important:''' If you are running the script for the '''first time''', there is probably '''a lot of data to process'''.<br />
<br />
It is recommended that you process this in a few steps.<br />
<br />
For instance if you have 5 years (260 weeks) of accumulated emails, and wish to only keep emails no older than a year (52 weeks):<br />
<br />
Instead of running the script with a cutoff of 52 (which you would do regularly AFTER this first exercise), run the script with a '''cutoff''' of ''250'', and then reducing in '''manageable''' steps until you get to the 52 weeks ''(eg: 225, 200, ..., 52)'' }}<br />
<br />
==Logging Overview==<br />
<br />
All logging output is saved in the log directory, in the same directory as the executable. The file name contains the date and time the import was run '''''EAA_2015-11-06T14-26-13Z.log'''''<br />
<br />
==Trouble Shooting==<br />
<br />
===Common Error Messages===<br />
<br />
Below are some common errors that you may encounter in the log file and what they mean:<br />
* '' '''[ERROR] Error Decoding Configuration File:.....''' '' - this will be typically due to a missing quote (") or comma (,) somewhere in the configuration file. This is where an online JSON viewer/validator can come in handy rather than trawling the conf file looking for that proverbial needle in a haystack.<br />
*'' '''[ERROR] https:// ........invalid request :path "//xmlmc//apps/com.hornbill.servicemanager/?method=[''methodName'']"''' '' - If you identify errors stating an "invalid request path" for one or more API calls, this is typically due to a missing or incorrect instance name specified in the conf.json file. Check the instance id is correct. It also may be prudent to check you have added a valid API key too.<br />
<br />
=== Error Codes ===<br />
* '''100''' - Unable to create log File<br />
* '''101''' - Unable to create log folder<br />
* '''102''' - Unable to Load Configuration File<br />
<br />
== HTTP Proxies ==<br />
<br />
If you use a proxy for all of your internet traffic, the HTTP_PROXY and HTTPS_PROXY Environment variables needs to be set. These environment variables hold the hostname or IP address of your proxy server. It is a standard environment variable and like any such variable, the specific steps you use to set it depends on your operating system.<br />
<br />
For windows machines, it can be set from the command line using the following:<br />
<br><br />
<code><br />
set HTTP_PROXY=HOST:PORT<br />
<br />
set HTTPS_PROXY=HOST:PORT<br />
</code><br />
<br><br />
Where "HOST" is the IP address or host name of your Proxy Server and "PORT" is the specific port number.<br />
IF you require a username and password to go through the proxy, the format for the setting is as follows:<br />
<br><br />
<code><br />
set HTTP_PROXY=username:password@HOST:PORT<br />
<br />
set HTTPS_PROXY=username:password@HOST:PORT<br />
</code><br />
<br><br />
<br />
==Scheduling Overview==<br />
<br />
===Windows===<br />
You can schedule goEmailAttachmentArchiver.exe to run with any optional command line argument from Windows Task Scheduler.<br />
<br />
* Ensure the user account running the task has rights to goEmailAttachmentArchiver.exe and the containing folder as well as the folder which will contain the attachments.<br />
* Make sure the "Start In"-parameter contains the folder where goEmailAttachmentArchiver.exe resides in otherwise it will not be able to pick up the correct path.<br />
<br />
<br />
[[Category:Integration]]</div>MaryOhttps://wiki.hornbill.com/index.php?title=Email_Archiver&diff=27267Email Archiver2021-08-19T16:36:21Z<p>MaryO: /* About the Hornbill Email Attachment Archiver Utility */</p>
<hr />
<div>=About the Hornbill Email Attachment Archiver Utility=<br />
<br />
The utility provides a simple, safe and secure way to extract file attachments from the Hornbill platform. The tool connects to your Hornbill instance in the cloud over HTTPS/SSL, so as long as you have standard internet access then you should be able to use the tool without the need to make any firewall configuration changes.<br />
<br />
This tool does two things:<br />
# Emails, from specified mailboxes and/or folders, which are older than a specified amount of time, will be downloaded into individual .eml files.<br />
# Delete those emails.<br />
<br />
{{Infobox|'''Important''': One of the optimisations within the Hornbill platform is that the same file (e.g. an image in a email footer) is only stored once. There is a counter which keeps track of how many times that file is used/referenced (within Emails). Only once the counter is zero (i.e. there is no email referencing that attachment), is the actual file removed. The "removal" in this utility deletes the email which in turn reduces the counter to a specific attachment by one - if that happens to make the reference number zero, then it will have the subsequent effect of actual file removal.}}<br />
<br />
==Open Source==<br />
<br />
The Email Attachment Archiver Utility is provided open source under the [https://wiki.hornbill.com/index.php/The_Hornbill_Community_License_(HCL) Hornbill Community Licence] and can be found [https://github.com/hornbill/goEmailAttachmentArchiver here] on GitHub<br />
<br />
==Installation Overview==<br />
<br />
===Windows Installation===<br />
<br />
* Download the [https://github.com/hornbill/goEmailAttachmentArchiver/releases/latest ZIP archive] relevant to your OS and architecture<br />
* Extract zip into a folder you would like the application to run from e.g. '''C:\HornbillEmailArchive\'''<br />
* Open '''conf.json''' and add in the necessary configuration<br />
* Open a Command Line Prompt as Administrator<br />
* Change Directory to the folder containing the import files '''C:\HornbillEmailArchive\'''<br />
* Run the command:<br />
<br />
For Windows Systems: <code>goEmailAttachmentArchiver.exe -cutoff=26 -dryrun=true -file=conf.json</code><br />
<br />
For Mac OSX and Linux Systems: <code>./goEmailAttachmentArchiver -cutoff=26 -dryrun=true -file=conf.json</code><br />
<br />
To run this on a schedule, you might want to consider the following sample usage which locates the files to a local folder named for the current date:<br />
<pre><br />
setlocal<br />
set M=%date:~3,2%<br />
set Y=%date:~6,4%<br />
set D=%date:~0,2%<br />
goEmailAttachmentArchiver.exe -cutoff=52 -dryrun=true -output=%Y%%M%%D%<br />
endlocal<br />
</pre><br />
<br />
==Configuration Overview==<br />
<br />
A demonstration configuration file is provided within the package. If a configuration file is not specified as a command line argument when executing the tool, then a default configuration file named conf.json, containing the correct JSON, must exist:<br />
<br />
<pre><br />
{<br />
"InstanceID": ""<br />
, "APIKeys": [<br />
""<br />
]<br />
, "AttachmentFolder": "C:/Temp/"<br />
, "Mailboxes": [ ]<br />
, "Folders": [ ]<br />
}<br />
</pre><br />
<br />
===Config===<br />
* "InstanceID" - the name of your Hornbill instance and can be found within the URL you use to navigate to it: live.hornbill.com/[instance name]/. E.g. if the URL you use to access your instance is live.hornbill.com/arescomputing/, then your instance id would be "arescomputing". '''This value is case sensitive'''.<br />
* "APIKeys" - an array of API Keys. Hornbill API key for a user account with the correct permissions to carry out all of the required API calls. Details on how to create an API key can be found [https://wiki.hornbill.com/index.php?title=API_keys '''here'''].<br />
* "AttachmentFolder" - The location where the files are going to be archived.<br />
** The format of the .eml file will be EMAILID_2015-11-06T14-26-13Z.zip - The email header, (optional) email text, (optional) html email text and each attachment that was found for that email will appear as attachments within the .eml file.<br />
* "Mailboxes" - array to store the names of mailboxes eg <code>[ "servicedesk", "facilities" ]</code> - all folders in the given mailbox will be processed.<br />
* "Folders" - array to store the numeric IDs of specific folders eg <code>[ 12, 37 ]</code>.<br />
<br />
==Command Line Parameters==<br />
<br />
* file - Defaults to `conf.json` - Name of the Configuration file to load<br />
* dryrun - Defaults to `false` - Set to True and the code for the REMOVAL of the attachments will not be called, and instead the generated XML for each asset will be dumped to the log file. This is to aid in debugging the initial connection information.<br />
* output - Folder to store downloads in - overrides AttachmentFolder from the configuration file.<br />
* cutoff - Defaults to `12`. Set the cut off date in weeks (12 or greater) - requests which haven't been touched for longer than this amount of time will be picked up.<br />
* pagesize - Defaults to `100` - Default Query Size (how many results per page).<br />
<br />
==Testing Overview==<br />
There is no substitute for hands-on experience when becoming familiar with the Hornbill import utilities. <br />
<br />
===Command Line Output===<br />
After each run of the utility, the command line will output a summary of the records that were processed. <br />
<br />
This output can also be found in the log files which should be examined to understand why records failed to archive. In the case of a failed archive, even if this is only due to a problem with one of the attributes, then the email will NOT be purged from the request.<br />
<br />
{{Infobox|'''Important:''' IF you are running the script for the '''first time''', there is probably '''a lot of data to process'''.<br />
<br />
It is recommended that you process this in a few steps.<br />
<br />
For instance if you have 5 years (260 weeks) of accumulated emails, and wish to only keep emails no older than a year (52 weeks):<br />
<br />
Instead of running the script with a cutoff of 52 (which you would do regularly AFTER this first exercise), run the script with a '''cutoff''' of ''250'', and then reducing in '''manageable''' steps until you get to the 52 weeks ''(eg: 225, 200, ..., 52)'' }}<br />
<br />
==Logging Overview==<br />
<br />
All logging output is saved in the log directory, in the same directory as the executable. The file name contains the date and time the import was run '''''EAA_2015-11-06T14-26-13Z.log'''''<br />
<br />
==Trouble Shooting==<br />
<br />
===Common Error Messages===<br />
<br />
Below are some common errors that you may encounter in the log file and what they mean:<br />
* '' '''[ERROR] Error Decoding Configuration File:.....''' '' - this will be typically due to a missing quote (") or comma (,) somewhere in the configuration file. This is where an online JSON viewer/validator can come in handy rather than trawling the conf file looking for that proverbial needle in a haystack.<br />
*'' '''[ERROR] https:// ........invalid request :path "//xmlmc//apps/com.hornbill.servicemanager/?method=[''methodName'']"''' '' - If you identify errors stating an "invalid request path" for one or more API calls, this is typically due to a missing or incorrect instance name specified in the conf.json file. Check the instance id is correct. It also may be prudent to check you have added a valid API key too.<br />
<br />
=== Error Codes ===<br />
* '''100''' - Unable to create log File<br />
* '''101''' - Unable to create log folder<br />
* '''102''' - Unable to Load Configuration File<br />
<br />
== HTTP Proxies ==<br />
<br />
If you use a proxy for all of your internet traffic, the HTTP_PROXY and HTTPS_PROXY Environment variables needs to be set. These environment variables hold the hostname or IP address of your proxy server. It is a standard environment variable and like any such variable, the specific steps you use to set it depends on your operating system.<br />
<br />
For windows machines, it can be set from the command line using the following:<br />
<br><br />
<code><br />
set HTTP_PROXY=HOST:PORT<br />
<br />
set HTTPS_PROXY=HOST:PORT<br />
</code><br />
<br><br />
Where "HOST" is the IP address or host name of your Proxy Server and "PORT" is the specific port number.<br />
IF you require a username and password to go through the proxy, the format for the setting is as follows:<br />
<br><br />
<code><br />
set HTTP_PROXY=username:password@HOST:PORT<br />
<br />
set HTTPS_PROXY=username:password@HOST:PORT<br />
</code><br />
<br><br />
<br />
==Scheduling Overview==<br />
<br />
===Windows===<br />
You can schedule goEmailAttachmentArchiver.exe to run with any optional command line argument from Windows Task Scheduler.<br />
<br />
* Ensure the user account running the task has rights to goEmailAttachmentArchiver.exe and the containing folder as well as the folder which will contain the attachments.<br />
* Make sure the "Start In"-parameter contains the folder where goEmailAttachmentArchiver.exe resides in otherwise it will not be able to pick up the correct path.<br />
<br />
<br />
[[Category:Integration]]</div>MaryOhttps://wiki.hornbill.com/index.php?title=File:ServicechartsQ1.PNG&diff=27076File:ServicechartsQ1.PNG2021-07-26T18:09:31Z<p>MaryO: </p>
<hr />
<div></div>MaryOhttps://wiki.hornbill.com/index.php?title=File:NoTeamAssigned_2021_Q1.PNG&diff=27075File:NoTeamAssigned 2021 Q1.PNG2021-07-26T18:01:33Z<p>MaryO: </p>
<hr />
<div></div>MaryOhttps://wiki.hornbill.com/index.php?title=File:ResumeresolutiontimerQ1.PNG&diff=27074File:ResumeresolutiontimerQ1.PNG2021-07-26T17:53:18Z<p>MaryO: </p>
<hr />
<div></div>MaryOhttps://wiki.hornbill.com/index.php?title=File:PauseresolutiontimerQ1.PNG&diff=27073File:PauseresolutiontimerQ1.PNG2021-07-26T17:51:33Z<p>MaryO: </p>
<hr />
<div></div>MaryOhttps://wiki.hornbill.com/index.php?title=File:BpmupdateproblemQ1.PNG&diff=27072File:BpmupdateproblemQ1.PNG2021-07-26T17:37:58Z<p>MaryO: Obtain the root cause and workaround from the problem record</p>
<hr />
<div>== Summary ==<br />
Obtain the root cause and workaround from the problem record</div>MaryOhttps://wiki.hornbill.com/index.php?title=Azure_User_Import&diff=26989Azure User Import2021-07-13T17:01:17Z<p>MaryO: </p>
<hr />
<div><div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"><br />
{| style="width:100%"<br />
|[[Main_Page|Home]] > [[Integration]] > [[Hornbill Open Integration Tools]] > Azure User Import<br />
|style="text-align:right;"|<br />
|}<br />
</div><br />
== About the Hornbill Azure User Import Utility ==<br />
The utility provides a simple, safe and secure way to create user accounts on the Hornbill platform by synchronizing with accounts held in your Azure AD. The tool is designed to run behind your corporate firewall, connect to your Azure instance, query the required account information, transform and load into the Hornbill instance. The tool connects to the Hornbill and Azure instances in the cloud over HTTPS/SSL so as long as you have standard internet access then you should be able to use tool without the need to make any firewall configuration changes. The tool supports both the initial bulk import as well as incremental adds and updates. You can schedule the tool to run periodically to perform the import/update tasks as required.<br />
<br />
The utility employs the Azure Graph API to query the contents of Azure AD. If you would like to know more about this API and it's capabilities, please refer to the relevant Microsoft documentation: [https://docs.microsoft.com/en-gb/azure/active-directory/develop/active-directory-graph-api '''Azure Graph API Information''']<br />
<br />
The last utility using the Azure Graph API is version 1.4.4 [https://github.com/hornbill/goAzure2HUserImport/tree/v1.4.4 (download from GitHub)]<br />
<br />
As of '''v2.0.0''' the utility uses the Microsoft Graph API instead. Please refer to [https://docs.microsoft.com/en-gb/graph/ '''Microsoft Graph API Information''']. Please note that you will likely need to set a different set of permissions AND generate a new ClientSecret for the changes to take effect.<br />
<br />
Prior to '''v2.3.0''' the documentation is different and [[Special:Permalink/20877|can be found here]]<br />
<br />
=== Open Source ===<br />
<br />
The Azure User Import Utility is provided open source under the [https://wiki.hornbill.com/index.php/The_Hornbill_Community_License_(HCL) Hornbill Community Licence] and can be found [https://github.com/hornbill/goAzure2HUserImport here] on GitHub<br />
<br />
== Installation Overview ==<br />
<br />
=== Windows Installation ===<br />
* Download the architecture specific [https://github.com/hornbill/goAzure2HUserImport/releases/latest latest package] from GitHub <br />
* Extract zip into a folder you would like the application to run from e.g. '''C:\Hornbill_Import\'''<br />
* Open '''conf.json''' and add in the necessary configuration<br />
* Open Command Line Prompt as Administrator<br />
* Change Directory to the folder with azure_user_import.exe '''C:\Hornbill_Import\'''<br />
* Run the command azure_user_import.exe -dryrun=true<br />
<br />
== HTTP Proxies ==<br />
<br />
If you use a proxy for all of your internet traffic, the HTTP_PROXY Environment variable needs to be set. The https_proxy environment variable holds the hostname or IP address of your proxy server. It is a standard environment variable and like any such variable, the specific steps you use to set it depends on your operating system.<br />
<br />
For windows machines, it can be set from the command line using the following:<br />
<br><br />
<code><br />
set HTTP_PROXY=HOST:PORT<br />
</code><br />
<br><br />
Where "HOST" is the IP address or host name of your Proxy Server and "PORT" is the specific port number.<br />
<br />
=== URLs to White List ===<br />
<br />
Occasionally on top of setting the HTTP_PROXY variable the following URLs need to be white listed to allow access out to our network<br />
<br />
* https://files.hornbill.com/instances/INSTANCENAME/zoneinfo - Allows access to lookup your Instance API Endpoint<br />
* https://files.hornbill.co/instances/INSTANCENAME/zoneinfo - Backup URL for when files.hornbill.com is unavailable<br />
* https://eurapi.hornbill.com/INSTANCENAME/xmlmc/ - This is your Instance API Endpoint, eurapi can change so you should use the endpoint defined in the previous URL<br />
* https://api.github.com/repos/hornbill/goAzure2HUserImport/tags - '''Optional''' Allows access to check for the latest version of the Import Tool<br />
<br />
== Configuration Overview ==<br />
Prior to configuring the .json file, it is advisable to read the following wiki page regarding [[users|'''Hornbill User Accounts''']] as it will provide some context to the content on this page.<br />
<br><br />
<br><br />
A default configuration file is provided conf.json, if a configuration file is not specified as a command line argument then conf.json must exist.<br />
<br />
{<br />
"APIKey": "", /* this is the API-key which is associated to a user in the Hornbill instance [1] */<br />
"InstanceId": "", /* your Hornbill instance name : not likely to change. Please note this value is case sensitive. */<br />
"AzureConf": {<br />
"Tenant": "",<br />
"ClientID": "", /* [2] */<br />
"ClientSecret": "",<br />
"UserFilter": "startswith(displayName,'Dave')",<br />
"UserProperties": [<br />
"employeeId",<br />
"mailNickname",<br />
"department"<br />
],<br />
"UserID": "mail",<br />
"Debug": false,<br />
"APIVersion":"v1.0",<br />
"Search":"groups",<br />
"UsersByGroupID":[<br />
{<br />
"ObjectID":"Group Object ID",<br />
"Name":"Group Object Name"<br />
},<br />
{<br />
"ObjectID":"Second Group Object ID",<br />
"Name":"Second Group Object Name"<br />
}<br />
]<br />
},<br />
"User": {<br />
"Operation":"Both", /* options : Create/Update/Both ; import actions to perform on the discovered user records */<br />
"UserDN": "&#123;&#123;.keysearch&#125;&#125;",<br />
"AccountMapping":{ /* mapping of fields in the format: "Field in Hornbill": "data to insert" [4] */<br />
"UserID":"&#123;&#123;.mail&#125;&#125;",<br />
"LoginID":"&#123;&#123;.mail&#125;&#125;",<br />
"EmployeeID":"&#123;&#123;.mail&#125;&#125;",<br />
"UserType":"basic", /* (basic vs user) */<br />
"Name":"&#123;&#123;.givenName&#125;&#125; &#123;&#123;.surname&#125;&#125;",<br />
"Password":"", /* if left blank a random password will be generated [7] */<br />
"FirstName":"&#123;&#123;.givenName&#125;&#125;",<br />
"LastName":"&#123;&#123;.surname&#125;&#125;",<br />
"JobTitle":"",<br />
"Site":"1", /* if set, see also comments below on SiteLookup [8] */<br />
"Phone":"&#123;&#123;.telephoneNumber&#125;&#125;",<br />
"Email":"&#123;&#123;.mail&#125;&#125;",<br />
"Mobile":"",<br />
"AbsenceMessage":"",<br />
"TimeZone":"", /* see [[User Import TimeZone Fields Options]] */<br />
"Language":"", /* ISO 629 in combination with ISO 3166 as per [https://en.wikipedia.org/wiki/Language_localisation this wikipedia entry] */<br />
"DateTimeFormat":"", /* see [[User Import DateTime Format Options]] */<br />
"DateFormat":"",<br />
"TimeFormat":"",<br />
"CurrencySymbol":"", /* any character */<br />
"CountryCode":"" /* expects ISO 3166 Alpha 2 two Character Country Code [https://en.wikipedia.org/wiki/List_of_ISO_3166_country_codes (see here)] */<br />
},<br />
"Type":{<br />
"Action":"Create" /* options : Create/Update/Both ; setting to Basic User (as opposed to Full User) */<br />
},<br />
"Status":{<br />
"Action":"Both", /* options : Create/Update/Both ; on what action to change the User Account Status */<br />
"Value":"active" /* options : active/suspended/archived */<br />
},<br />
"Role":{<br />
"Action":"Both" /* options : Create/Update/Both ; on what action to change the User Role */<br />
, "Roles":[ /* list of Roles assigned to the users being imported */<br />
"Basic User Role"<br />
]<br />
},<br />
"ProfileMapping":{ /* further fields [5] */<br />
"MiddleName":"",<br />
"JobDescription":"",<br />
"Manager":"&#123;&#123;.manager&#125;&#125;", /* full name of manager. If set, see also comments below on UserManagerMapping */<br />
"WorkPhone":"",<br />
"Qualifications":"",<br />
"Interests":"",<br />
"Expertise":"",<br />
"Gender":"",<br />
"Dob":"",<br />
"Nationality":"",<br />
"Religion":"",<br />
"HomeTelephone":"&#123;&#123;.telephoneNumber&#125;&#125;",<br />
"SocialNetworkA":"",<br />
"SocialNetworkB":"",<br />
"SocialNetworkC":"",<br />
"SocialNetworkD":"",<br />
"SocialNetworkE":"",<br />
"SocialNetworkF":"",<br />
"SocialNetworkG":"",<br />
"SocialNetworkH":"",<br />
"PersonalInterests":"",<br />
"homeAddress":"",<br />
"PersonalBlog":"",<br />
"Attrib1":"1",<br />
"Attrib2":"2",<br />
"Attrib3":"3",<br />
"Attrib4":"4",<br />
"Attrib5":"5",<br />
"Attrib6":"6",<br />
"Attrib7":"7",<br />
"Attrib8":"8"<br />
},<br />
"Manager":{<br />
"Action": "Both" /* options : Create/Update/Both ; on what action to change the User's Manager */<br />
"Value": "&#123;&#123;.mgrfirstname&#125;&#125; &#123;&#123;.mgrlastname&#125;&#125;" /* full name of manager. If set, see also comments below on User Manager Mapping */<br />
, "Options": {<br />
"GetStringFromValue": {<br />
"Regex" : ""<br />
, "Reverse": false<br />
}<br />
, "MatchAgainstDistinguishedName": false<br />
, "Search": {<br />
"Enable": true /* options : true/false ; turn this on or off */<br />
, "SearchField": ""<br />
}<br />
}<br />
}<br />
, "Image":{<br />
"Action":"Both" /* options : Create/Update/Both ; on what action to change the Image */<br />
, "UploadType": "AZURE" /* options : URI/URL/AZURE ; local (network) drive or HTTP(S) served image */<br />
, "InsecureSkipVerify": false<br />
, "ImageType": "jpg" /* options : jpg/png */<br />
, "URI": "&#123;&#123;.userPrincipalName&#125;&#125;"<br />
}<br />
, "Site":{<br />
"Action":"Both" /* options : Create/Update/Both ; on what action to change the User's Site */<br />
, "Value": "&#123;&#123;.physicalDeliveryOfficeName&#125;&#125;"<br />
}<br />
, "Org":[ /* Organisational Units to associate the imported user with [6] */<br />
{<br />
"Action":"Both" /* options : Create/Update/Both ; on what action to add to the organisational structure */<br />
, "value":"&#123;&#123;.department&#125;&#125;" /* name of organisational unit */<br />
, "MemberOf":""<br />
, "Options": {<br />
"Type":2, /* options : 0,...,5 ; type of organisational unit, respectively: general/team/department/costcenter/division/company */<br />
"Membership":"member", /* options : member/teamLeader/manager */<br />
"TasksView":false, /* options : true/false ; If set true, then the user can view tasks assigned to this group */<br />
"TasksAction":false, /* options : true/false ; If set true, then the user can action tasks assigned to this group */<br />
"OnlyOneGroupAssignment":false<br />
}<br />
}<br />
, {<br />
"Action":"Both"<br />
, "value":"Great Company"<br />
, "MemberOf":""<br />
, "Options": {<br />
"Type":5,<br />
"Membership":"member",<br />
"TasksView":false,<br />
"TasksAction":false,<br />
"OnlyOneGroupAssignment":false /* options: true/false ; if set to true, then a user can only be associated to a single group at any one time */<br />
}<br />
}<br />
]<br />
}<br />
}<br />
<br />
<br />
# A valid API key needs to be created against a Hornbill user account with enough rights to create and update user accounts. Details on how to create an API key can be found [https://wiki.hornbill.com/index.php?title=API_keys '''here'''].<br />
# The Instance ID (also referred to as the instance name) can be found in the URL used by your organisation to access your Hornbill instance i.e. <nowiki>https://live.hornbill.com/</nowiki>'''instanceid'''/ (case sensitive).<br />
# There are instructions on-line on how to obtain the ClientID and ClientSecret from within Azure. We have found that the following permissions need to be granted within Azure, though these could differ for yourselves, so please rely on your own expertise. Application permissions on: ''Group.Read.All, GroupMember.Read.All, Team.ReadBasic.All, TeamMember.Read.All, User.Read.All''. Delegated permission on ''User.Read''. The permission settings need confirming.<br />
# The fields are quite self-explanatory and part of the "Details"-section (as opposed to the "About"-section [5]), most can be left as-is. The mapping is done with some templating of the format &#123;&#123;fieldname&#125;&#125;. One can be a little adventurous, for instance "&#123;&#123;.mgrfirstname&#125;&#125; - &#123;&#123;.mgrlastname&#125;&#125;" puts a space, hyphen and space between the person's manager's first and last name. One can use this to prefix or suffix the values coming from the database or indeed to set a static value (as done for example with userType and Attribute under OrgLookup for the company (Type:5)).<br />
# The same holds here as for [4], this is regarding the "About"-section of the user's details.<br />
# this is a non-ordered list of the organisation structure - it allows one to associate the imported user to one or more levels within the organisation. The delivered configuration file will associate each imported user with EACH of the three discernable levels (company, department and division) - depending on your requirements regarding the availability of services and such, you will likely want to manipulate this section and perhaps only leave behind the "department" level (Type: 2) with the TasksView and TasksAction set accordingly. Please note that this import only adds and not REMOVES any association.<br />
# The password field should be left empty as the utility generates a secure password that adheres to the User Password Policy as specified on your Hornbill instance. This password will only be temporary as the user should use the "Forgot Password" link available on the Hornbill Login Screen to reset their password the first time they navigate to your Hornbill instance.<br />
# "Site" - Recognises a corresponding Hornbill site ID. E.g. "Site":"1" - The value of Site should be numeric. As an alternative, the import configuration provides a "Site Lookup" section (outlined in a later section) which can make a site association based on the contents of a directory attribute.<br />
<br><br />
<br><br />
=== Filtering ===<br />
There are two methods of filtering users that you can configure with this tool. They are both defined in the '''AzureConf''' section of the configuration.<br />
<br />
To import all direct User objects within one or more Azure Groups:<br />
* AzureConf > Search : set the value of this parameter to '''groups'''<br />
* AzureConf > UsersByGroupID : this is a JSON array of Groups to return Users from:<br />
** ObjectID : the Object ID of the Group you want to return direct member Users from;<br />
** Name : The Name of the Group<br />
<br />
Using an Azure AD filter to find Users to import:<br />
* AzureConf > Search : set the value of this parameter to '''users'''<br />
* AzureConf > UserFilter : define an Azure filter to search for User objects. If not defined, then all User objects from your Azure AD will be returned.<br />
<br />
=== Fields ===<br />
These fields are those which Azure AD recognise as part of an account (eg givenName) they match LDAP variables quite nicely. However, please keep in mind that although for instance multiple email addresses can be set in Azure, only the main one in ''mail'' can be used (unless one makes amendments to the script)<br />
<br />
====Associating a Site to Hornbill User Accounts====<br />
The DB Import utility has the ability to associate a Hornbill Site record to a user account based on the contents of a field. This is achieved through a "Look-up". The Look up mechanism is quite simple and works in the following manner. <br />
# The import reads the fields (template rules work) that is specified in the "value" field. In the example shown, the '''site''' field is used.<br />
# It takes the content and tries to identify if there is an existing site record in Hornbill with a name that matches the value of the site. e.g. if the site field contained "Brussels", the import would look for a Hornbill Site record with the name "Brussels".<br />
# If a match is found, the import will associate the user to the site.<br />
# If no site record is found, the import will move onto the next user.<br />
i.e. The name of the Site record in Hornbill must match the value of the directory attribute specified. More on Hornbill Sites can be found here: [[Sites|'''Sites''']]<br />
<br><br />
<br><br />
====Associating a Group to Hornbill User Accounts====<br />
The DB Import has the ability to associate a Hornbill Group to a user account based on the contents of a fieldname. This is achieved through a "Look-up". The Look up mechanism is quite simple and works in the following manner. <br />
# The utility reads the attribute that is specified in the orgLookup section. In the example shown, the '''department''' field is used.<br />
# It takes the content and tries to identify if there is a Hornbill Group that exists with a name that matches the value of the field name. e.g. if the '''department''' field contained "Accounting", the utility would look for a Hornbill Group called "Accounting".<br />
# If a match is found, the import will associate the user to the group.<br />
# If no Hornbill organisation is found, the import will move onto the next user.<br />
i.e. The name of the Organization(Group) in Hornbill must match the value of the database field. More on Hornbill Organisational Groups can be found here: [[Organisation|'''Organisation Structure<br />
<br><br />
<br><br />
====User Manager Mapping in Hornbill====<br />
Hornbill can store a manager relationship between two users in Hornbill. The manager look up mechanism works as follows:<br />
# The import reads the contents of the value attribute which will contain the some text identifying the manager eg "''mgrfirstname mgrlastname''"<br />
# IF a regex it given, then this first will be applied to the data obtained above.<br />
# The import is hard-coded to remove any slash and comma in the result.<br />
# With the "Reverse" option enabled, the above string would be reversed to give: "''mgrlastname mgrfirstname''"<br />
# The import tries to match this value against an existing Hornbill user by looking up the "Handle" field i.e. h_name.<br />
<br />
== Preparing to Run the Import ==<br />
Ultimately, the executable will be scheduled in Windows task scheduler (see later) but to test, gain confidence, and perform the initial upload of users the utility can be executed from a command prompt window on an ad-hoc basis. The command used to execute the import can contain a number of command line parameters.<br />
* dryrun - Defaults to '''''false''''' - Set to True and the XMLMC for Create and Update users will not be called and instead the XML will be dumped to the log file, this is to aid in debugging the initial connection information.<br />
* file - Defaults to '''''conf.json''''' - Name of the Configuration file to load<br />
* zone - Defaults to '''''eur''''' - Allows you to change the ZONE used for creating the XMLMC EndPoint URL: <nowiki>https://{ZONE}api.hornbill.com/{INSTANCE}/</nowiki><br />
* workers - Defaults to `3` - Allows you to change the number of worker threads used to process the import, this can improve performance on slow import but using too many workers have a detriment to performance of your Hornbill instance.<br />
* debug - Defaults to '''''false''''' - outputs extra information to the log to help with debugging issues.<br />
<br />
== Testing Overview ==<br />
There is no substitute for hands-on experience when becoming familiar with the Hornbill import utilities. <br />
<br><br />
The Azure User import accepts and understands a number of "Command Line Parameters" that can be used when running the utility from the command line. The most important one for testing is the '''-dryrun=true''' command. When this is specified, no information will be written to Hornbill and it allows you to confirm that the configuration is correct and that a connection to your directory server can be established. A dryrun still outputs a log file which provides you with an opportunity to review and understand any error messages that may occur.<br />
<br><br />
Below are some high level steps to help you build confidence in your configuration:<br />
<br><br />
<br><br />
# In the configuration, specify an "UserFilter" to target a single user object. (Its good practice to initially test on a single, or small set of, user objects as this allows the dryruns to complete quicker and there is less log content to sift through).<br />
# Perform a dryrun (by executing the utility along with the -dryrun=true command line parameter).<br />
# Review cmd output and log file for errors<br />
# Check against "Common Error Messages" listed on the wiki and take action to rectify where necessary.<br />
# Continue with dryrun tests until you are happy that all the errors are accounted for.<br />
# Perform a live import with this single user object still specified i.e. set -dryrun=false<br />
# Review user account in Hornbill and check all user properties are as expected i.e. email contains an email address etc.<br />
# Adjust conf file user property mappings as necessary<br />
# Loop through steps 6 - 8 as many times as is necessary until you are happy with the information being transported into the Hornbill user account properties.<br />
# Amend the "UserFilter" and/or the scope of the "Search" variable to target the user objects required for a full import.<br />
# Perform a dryrun<br />
# Review cmd output and log file for errors<br />
# Check against "Common Error Messages" listed on the wiki and take action to rectify where necessary.<br />
# Continue with dryrun tests until you are happy that all the errors are accounted for.<br />
<br><br />
Example command line:<br />
<code><br />
azure_user_import.exe -dryrun=true<br />
</code><br />
<br />
<br />
=== What Hornbill Roles are needed for the Import to Complete Successfully? ===<br />
A default role is delivered with Hornbill that is designed to be used in conjunction with our range of user import utilities. The security role is called '''User Import''' and has all the necessary rights to import / update user properties. <br />
<br />
As you may now be aware, every action within Hornbill must be performed in the context of a user account. As well as the chosen user account possessing the "user Import" role which facilitates the importing of the user accounts and updating of the user properties, this user account must posses the roles that you are associating to imported user accounts via the import utility.<br />
The above comment about roles is referring to Hornbill's security model when it comes to associating roles to user accounts, which is: ''Hornbill is designed to only allow the association of roles if the User who is performing the assignment of a particular role already possess the same system/application rights among the roles that they themselves possess.'' This security measure prevents you inflating your own rights or giving a user more rights than you have yourself. <br />
<br />
i.e. in addition to the "User Import" role, any roles you try and assign to the user accounts being imported must be assigned to the user account logging in and running the import.<br />
<br />
<br />
==Trouble Shooting==<br />
=== Logging Overview ===<br />
<br />
All Logging output is saved in the "log" directory which can be found in the same location as the executable. The file name contains the date and time the import was run '''''Azure_User_Import_2015-11-06T14-26-13Z.log'''''<br />
===Common Error Messages===<br />
<br />
Below are some common errors that you may encounter in the log file and what they mean:<br />
* ''' ''[ERROR] Error Decoding Configuration File:.....'' ''' - this will be typically due to a missing quote (") or comma (,) somewhere in the configuration file. This is where an online JSON viewer/validator can come in handy rather than trawling the conf file looking for that proverbial needle in a haystack.<br />
* ''' ''[ERROR] Get https://api.github.com/repos/hornbill/goAzure2HUserImport/tags: dial tcp xx.xx.xx.xx:xxx: ........'' ''' - this most likely indicates that you have a HTTP proxy server on your network between the host running the executable and your Hornbill API endpoint. Ensure the http_proxy environment variable is set (See the section on "HTTP Proxies" for more information) and that the proxy is configured to allow this communication.<br />
* ''' ''panic: runtime error: invalid memory address or nil pointer deference [recovered]...'' ''' - this error is suggesting an incorrectly specified attribute in the conf file. Where information is being obtained from a directory attribute, the attribute must be in the following format: ''<nowiki>{{.directoryAttributeName}}</nowiki>''<br />
* ''' ''[ERROR] Unable to Create User: Invalid value for parameter '[parameter name]': The text size provided (31 characters) is greater than the maximum allowable size of 20 characters for column [column name]'' ''' - the contents of your directory attribute exceed the maximum number of characters that can be placed in the Hornbill database column.<br />
* ''' ''[ERROR] Unable to Create User: The value in element <userId> did not meet the required input pattern constraints. at location '/methodCall/params/userId' '' ''' - the user id contains characters that are not allowed. The User Id should be made up of alphanumeric characters. Full stops (.) and underscores (_) are also supported.<br />
* ''' ''[ERROR] Unable to Create User: [usedID] Error: The specified handle [Display Name] is already in use'' ''' - By default, the "Handle" (Hornbill Display Name) must be unique. This error suggests a user account already exists in Hornbill which is using this handle. The duplicate-handle validation can be disabled via a setting found in Hornbill Adminsitration under "''Home > System > Advanced Settings''" and filtering for "''api.xmlmc.uniqueUserHandle.enable''"<br />
* ''' ''[ERROR] Unable to Update User: Invalid value for parameter '[parameter name]': Error setting value for column '[column name]'. bad lexical cast: source type value could not be interpreted as target'' ''' - this error is indicating that the contents of your directory attribute are in a format that is not compatible with the type of the Hornbill database column. For example, you will get this when trying to place text into a database field that is of type "INT" (accepts integer values only).<br />
* ''' ''[ERROR] Unable to Load LDAP Attribute: '[LDAP attribute name]' For Input Param: '[Hornbill Parameter name]' '' ''' - When the import utility is unable to load a particular LDAP attribute, this means that the attribute field in your directory does not contain a value. This error will not prevent the user account being created or updated in Hornbill and can be considered more as a warning rather than an outright failure or problem.<br />
* ''' ''[ERROR] Unable to Set User Status [status name]: You have reached your user subscription limit of [xx], you will need to expand your subscription level if you wish to add more users'' ''' - The utility is trying to update the user status of an existing user account from an inactive status (i.e. "archived" or "suspended") to "active" however in order for this to be successful you must have some subscriptions available.<br />
<br />
=== Error Codes ===<br />
* '''100''' - Unable to create log File<br />
* '''101''' - Unable to create log folder<br />
* '''102''' - Unable to Load Configuration File<br />
<br />
== Scheduling Overview ==<br />
<br />
=== Windows ===<br />
You can schedule .exe to run with any optional command line argument from Windows Task Scheduler.<br />
* Ensure the user account running the task has rights to Azure2UserImport.exe and the containing folder.<br />
* Make sure the Start In parameter contains the folder where the executable resides in, otherwise it will not be able to pick up the correct path. eg:<br />
<br />
[[File:Ldap_import_schedule.png]]</div>MaryOhttps://wiki.hornbill.com/index.php?title=Support_Passcode&diff=26980Support Passcode2021-07-06T08:54:05Z<p>MaryO: /* Generating a Support Passcode to enable Hornbill Support to access your Instance */</p>
<hr />
<div>{{DISPLAYTITLE:Your Subscriptions}}{{bluebanner|[[Main_Page|Home]] > [[Administration]] > Your Subscriptions|[[:Category:Administration|Index]]}}<br />
{{IntroAndLinks|Get a view of all your subscription information for Hornbill. This includes storage, mailboxes, users, and applications. Also available here is the ability to create a Passcode for Hornbill Support.|<br />
:* [[App Store]]<br />
:* [[Users]]<br />
}}<br />
== Subscriptions ==<br />
Here you are able to view all of your subscription information for Hornbill. View everything from your space usage to which apps you are subscribed to.<br />
<br />
=== Storage Use ===<br />
[[File:YourSubscription.png|right|350px|link=https://wiki.hornbill.com/images/d/d2/YourSubscription.png]]<br />
Storage is divided into two main areas.<br />
{{bullet1|Database Usage|The amount of space used directly within the database.}}<br />
{{bullet1|Disk Usage|The amount of storage used by items such as images and emails.}}<br />
<br />
=== Users ===<br />
Users within Hornbill are divided into two types<br />
{{bullet1|Users|Users that have a Collaboration subscription and are available to be included in app subscriptions. The number of Users cannot exceed the number of available subscription licenses}}<br />
{{bullet1|Basic Users|Users that are registered without a subscription. These users will have access to the Employee Portal but they can't be added to an application subscription. There is no limit to the number of Basic Users.}}<br />
<br />
=== Application Subscriptions ===<br />
[[File:ApplicationSubscriptions.png|right|350px|link=https://wiki.hornbill.com/images/8/84/ApplicationSubscriptions.png]]<br />
The list of application subscriptions show which apps are available to you under your current subscription. <br />
<br />
{{bullet1|Application|Name of the application that is installed and available in Hornbill}}<br />
{{bullet1|Version|The version that is currently installed in Hornbill. Version updates are applied according to your maintenance schedule.}}<br />
{{bullet1|Install Date|The date on which the application was originally installed.}}<br />
{{bullet1|Subscriptions|The number of subscribers currently subscribed to the app. Subscriptions listed as '''Unlimited''' are app that do not require additional subscriptions and are available to all Collaboration subscribers.}}<br />
<br />
== Support Passcodes ==<br />
Support Passcodes have been designed to allow Customers to grant temporary access to their Instance should this be needed for Support to investigate an open issue.<br />
A Passcode will be generated against a particular User, allowing the Support Team Member the ability to investigate behaviour with the same access level as the User experiencing the issue.<br />
<br />
<br />
=== Generating a Support Passcode to enable Hornbill Support to access your Instance ===<br />
{{#ev:youtube|6_AkMMTAndc|350|right}}<br />
<br />
Passcodes are Generated via the Your Subscription tile in the Admin Tool.<br />
<br />
# In the Admin Tool, open the '''Your Subscription''' Tile<br />
# On the top bar, click on the Generate Support Passcode button<br />
# In the popup<br />
## Select the User you wish the Passcode to be generated against<br />
## Select the duration of the passcode (from 1 to 72 hours)<br />
## Record a note of the purpose for generating the passcode<br />
## Click the Generate button<br />
# The Passcode will be displayed<br />
You can now copy this and communicate it to the relevant Hornbill Staff. Where possible it is recommended that the Passcode is shared by updating the Request Timeline directly.<br />
<br />
Notes:<br />
* Once this dialog is dismissed, you cannot retrieve this Passcode.<br />
* Generating a new Passcode will automatically revoke the any existing Passcode<br />
* If there is an active Passcode the Revoke current access code button will active<br />
Clicking this will revoke access for the current Passcode.</div>MaryOhttps://wiki.hornbill.com/index.php?title=Global_Search_for_Requests&diff=26976Global Search for Requests2021-06-29T15:09:40Z<p>MaryO: </p>
<hr />
<div><div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"><br />
__NOTOC__[[Main Page|Home]] > [[Service Manager]] > Global Search for Requests<br />
</div><br />
{|style="width: 100%"<br />
|- valign="top"<br />
|style="width:73%"|<br />
== Introduction ==<br />
The Global Search for Requests allows you to locate Service Manager requests, including incidents, problems, changes, and service requests. When using the Global Search a number of entities can be selected on the left hand side of the service. The Requests entity will only be available when Service Manager is installed and will only be visible to user that have rights to use Service Manager.<br />
|style="width:5%"|<br />
|<br />
|style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"|<br />
== Related Articles ==<br />
:* [[Global_Search_for_Requests#Quick_Request_Search|Quick Request Search]]<br />
:* [[Request List Filters]]<br />
|}<br />
<br />
== Search Bar ==<br />
The search is a natural language search where you can type in anything from a single word to a sentence into the Search Bar. The text typed into the search bar will search the following fields of a request<br />
:* Request ID<br />
:* Summary<br />
:* Description<br />
:* External Reference Number<br />
<br />
== Search Tools ==<br />
The Search Tools are accessed by an arrow located on the right hand side of the search field. By clicking on this arrow the following search options are made available to improve on your search.<br />
<br />
:* '''Any Type'''<br />
:: Allows you to select a single request type to be included in the results page. The requests types include Incident, Service Request, Change, Problem, and Known Error. <br />
:* '''Any Status'''<br />
:: Allows you to select a single status of requests to be included in the results page. The statuses include New, Open, Close, and Resolved <br />
:* '''Any Owner'''<br />
:: A single owner can be selected using the Co-worker search. Once a co-worker is select, only the requests where that co-worker is the owner, will be in the results<br />
:* '''Any Customer'''<br />
:: A single customer can be selected using the customer search. The Seach Customer will return both contacts and co-workers. Once a customer is selected, only requests where that contact or co-worker is the customer of the request, will be displayed.<br />
:* '''Any Service'''<br />
:: Select a single service from the list of services to produce search results that only contain requests belonging to that service<br />
:* '''Details or Timeline'''<br />
:: When searching you can select if you want to search the details of the requests or the Timelines. The Details search is the default search where the provided search string will match with information held in the Summary, Details, Owner, Customer, and Request ID. If Timeline is selected, the provided search string will be match information held in the Timeline of the requests. <br />
::[[File:Information.png|14px|text-top|Information]] If a migration from the Supportworks application has included the importing of request records, the history on these records will be available on an ooption titled ''Historic Requests''<br />
<br />
== Advanced Search ==<br />
There are a selection of operators and syntax available to perform advanced searches from the Global Search Bar. Some that are commonly used include:<br />
:* Boolean Operators: AND (+), OR, NOT (-).<br />
::* Must be in ALL CAPS<br />
::* OR is the default<br />
::* AND matches posts and comments that contain both words<br />
::* NOT excludes posts and comments that contain that word<br />
<br />
:* Wildcard Searches: *, ?<br />
::* An * is used for a multiple character wildcard search<br />
::* A ? is used for a single character wildcard search<br />
::* Wildcards cannot be used at the beginning of a search term<br />
<br />
:* String Search with Quotations <br />
::* Placing two or more words within "double quotes" will search for that exact string <br />
<br><br />
[[File:Information.png|14px|text-top|Information]] If the results of a search are not producing expected results, a ''re-index'' may need to be performed by your administrator <br />
<br><br />
<br><br />
<br />
== Search Results ==<br />
[[File:Request Search Results.PNG|400px|thumb|<div align="center">'''You may not be able to access some search results because of the Service Manager visibility model'''</div>]]<br />
When browsing your list of search results, you may notice that the link to some requests is inactive. This is due to the Service Manager visibility model. During a search, the application checks a number of criteria about the request to understand if you should be allowed to access it. <br />
<br />
The visibility logic is as follows:<br />
<br><br />
:* Are you the owner of the Request? <br />
:* Are you a member of the team that the Request is assigned to? <br />
:* Are you a member of a team that supports the Service that the Request has been raised against? <br />
:* Are you a member of the Request? <br />
:* Are you the customer of the Request? <br />
:* Did you raise the Request?<br />
<br><br />
If any of these are true, you will be able to click on the request summary and view it in its entirety.<br />
<br />
== Quick Request Search ==<br />
[[File:Quick_Request_Search_2.png|400px|right]]<br />
If you already know the Request ID you are looking for, you can use the quick request search option from anywhere in Hornbill. <br />
<br />
Simply use '''Ctrl''' + '''Shift''' + '''F''' to open the quick search pop up where you can enter the request ID and open the request (if you have the appropriate rights to view the request).<br />
<br />
<br />
[[Category: Service Manager]]</div>MaryOhttps://wiki.hornbill.com/index.php?title=File:LinkedAsset_2020_Q4.PNG&diff=26943File:LinkedAsset 2020 Q4.PNG2021-06-21T15:08:38Z<p>MaryO: </p>
<hr />
<div></div>MaryOhttps://wiki.hornbill.com/index.php?title=File:Supplier_event_2020_Q4.PNG&diff=26942File:Supplier event 2020 Q4.PNG2021-06-21T14:49:19Z<p>MaryO: </p>
<hr />
<div></div>MaryOhttps://wiki.hornbill.com/index.php?title=File:Copy_2_2020_Q4.PNG&diff=26941File:Copy 2 2020 Q4.PNG2021-06-21T11:31:40Z<p>MaryO: </p>
<hr />
<div></div>MaryOhttps://wiki.hornbill.com/index.php?title=File:Copy_1_2020_Q4.PNG&diff=26940File:Copy 1 2020 Q4.PNG2021-06-21T11:31:21Z<p>MaryO: </p>
<hr />
<div></div>MaryOhttps://wiki.hornbill.com/index.php?title=File:Asset_tag_4_2020_Q4.PNG&diff=26939File:Asset tag 4 2020 Q4.PNG2021-06-21T11:15:37Z<p>MaryO: </p>
<hr />
<div></div>MaryOhttps://wiki.hornbill.com/index.php?title=File:Asset_tag_3_2020_Q4.PNG&diff=26938File:Asset tag 3 2020 Q4.PNG2021-06-21T11:15:21Z<p>MaryO: </p>
<hr />
<div></div>MaryOhttps://wiki.hornbill.com/index.php?title=File:Asset_tag_2_2020_Q4.PNG&diff=26937File:Asset tag 2 2020 Q4.PNG2021-06-21T11:15:06Z<p>MaryO: </p>
<hr />
<div></div>MaryOhttps://wiki.hornbill.com/index.php?title=File:Asset_tag_1_2020_Q4.PNG&diff=26936File:Asset tag 1 2020 Q4.PNG2021-06-21T11:14:44Z<p>MaryO: </p>
<hr />
<div></div>MaryOhttps://wiki.hornbill.com/index.php?title=File:Dept_Request_List_2020_Q4.PNG&diff=26935File:Dept Request List 2020 Q4.PNG2021-06-21T11:00:47Z<p>MaryO: MaryO uploaded a new version of File:Dept Request List 2020 Q4.PNG</p>
<hr />
<div></div>MaryOhttps://wiki.hornbill.com/index.php?title=File:Dept_Request_List_2020_Q4.PNG&diff=26934File:Dept Request List 2020 Q4.PNG2021-06-21T10:52:46Z<p>MaryO: </p>
<hr />
<div></div>MaryOhttps://wiki.hornbill.com/index.php?title=File:Substatus_EP2_2020_Q4.PNG&diff=26923File:Substatus EP2 2020 Q4.PNG2021-06-15T17:27:47Z<p>MaryO: MaryO uploaded a new version of File:Substatus EP2 2020 Q4.PNG</p>
<hr />
<div>== Summary ==<br />
EP substatus</div>MaryOhttps://wiki.hornbill.com/index.php?title=File:Substatus_EP2_2020_Q4.PNG&diff=26922File:Substatus EP2 2020 Q4.PNG2021-06-15T17:20:25Z<p>MaryO: EP substatus</p>
<hr />
<div>== Summary ==<br />
EP substatus</div>MaryOhttps://wiki.hornbill.com/index.php?title=File:Update_Service_2020_Q4.PNG&diff=26918File:Update Service 2020 Q4.PNG2021-06-15T16:53:01Z<p>MaryO: Update Service</p>
<hr />
<div>== Summary ==<br />
Update Service</div>MaryOhttps://wiki.hornbill.com/index.php?title=File:CC_BCC_2020_Q4.PNG&diff=26917File:CC BCC 2020 Q4.PNG2021-06-15T16:41:06Z<p>MaryO: Email Notification CC and BCC options</p>
<hr />
<div>== Summary ==<br />
Email Notification CC and BCC options</div>MaryOhttps://wiki.hornbill.com/index.php?title=File:Substatus_EP1_2020_Q4.PNG&diff=26902File:Substatus EP1 2020 Q4.PNG2021-06-15T13:51:39Z<p>MaryO: MaryO uploaded a new version of File:Substatus EP1 2020 Q4.PNG</p>
<hr />
<div>== Summary ==<br />
Sub status displayed Request Widget in Employee Portal</div>MaryOhttps://wiki.hornbill.com/index.php?title=File:Substatus_EP1_2020_Q4.PNG&diff=26901File:Substatus EP1 2020 Q4.PNG2021-06-15T13:46:38Z<p>MaryO: Sub status displayed Request Widget in Employee Portal</p>
<hr />
<div>== Summary ==<br />
Sub status displayed Request Widget in Employee Portal</div>MaryOhttps://wiki.hornbill.com/index.php?title=Hornbill_Clean_Utility&diff=26811Hornbill Clean Utility2021-05-06T12:20:15Z<p>MaryO: /* Configuration Overview */</p>
<hr />
<div>=About the Hornbill Clean Utility=<br />
<br />
The utility provides a quick and easy method of removing requests, assets or users from a specified Hornbill instance.<br />
<br />
==WARNING==<br />
<br />
This utility permanently deletes request, asset or user records from a specified Hornbill instance, and records of entities that are associated to the deleted requests/assets. It is primarily intended to be used only by an administrator of a Hornbill instance at the appropriate stage of the switch-on process, to remove demonstration and test data prior to go-live.<br />
<br />
==Open Source==<br />
<br />
The Hornbill Cleaner Utility is provided open source under the [https://wiki.hornbill.com/index.php/The_Hornbill_Community_License_(HCL) Hornbill Community Licence] and can be found [https://github.com/hornbill/goHornbillCleaner Here] on GitHub<br />
<br />
==Installation Overview==<br />
<br />
===Windows Installation===<br />
<br />
* Download the [https://github.com/hornbill/goHornbillCleaner/releases/latest ZIP archive] relevant to your OS and architecture. This contains the cleaner executable, configuration file and license;<br />
* Extract the ZIP archive into a folder you would like the application to run from e.g. 'C:\hornbill_cleaner\'.<br />
<br />
==Configuration Overview==<br />
<br />
The configuration of this utility is managed through a JSON file (conf.json), which is supplied with each release:<br />
<br />
<code lang="json"><br />
"CleanRequests": true,<br />
"RequestServices":[<br />
1,<br />
3,<br />
9<br />
],<br />
"RequestStatuses":[<br />
"status.open",<br />
"status.cancelled",<br />
"status.closed",<br />
"status.resolved"<br />
],<br />
"RequestTypes":[<br />
"Incident",<br />
"Service Request"<br />
],<br />
"RequestLogDateFrom":"2016-01-01 00:00:00",<br />
"RequestLogDateTo":"-P1D2H3M4S",<br />
"RequestClosedDateFrom":"2016-01-01 00:00:00",<br />
"RequestClosedDateTo":"2018-01-01 00:00:00",<br />
"RequestReferences":[<br />
"CHR00000021",<br />
"INC00000003"<br />
],<br />
"CleanAssets": false,<br />
"AssetClassID": "",<br />
"AssetTypeID": 0,<br />
"AssetFilters": [<br />
{<br />
"ColumnName": "h_name"<br />
"ColumnValue": "YourAssetName",<br />
"Operator": "Equals",<br />
"IsGeneralProperty": true<br />
}<br />
],<br />
"CleanUsers": true,<br />
"Users":[<br />
"UserIDOne",<br />
"UserIDTwo"<br />
]<br />
</code><br />
<br />
* CleanRequests : Set to true to remove all Service Manager Requests (and related entity data) from a Hornbill instance. Filter the requests to be deleted using the following parameters<br />
** RequestServices : An array containing Service ID Integers to filter the requests for deletion against. An empty array will remove the Service filter, meaning requests with any or no service associated will be deleted<br />
** RequestStatuses : An array containing Status strings to filter the requests for deletion against. An empty array will remove the Status filter, meaning requests at any status will be deleted<br />
** RequestTypes : An array containing Request Type strings to filter the requests for deletion against. An empty array will remove the Type filter, meaning requests of any Type will be deleted<br />
** RequestLogDateFrom : A date to filter requests against log date (requests logged after or equal to this date/time). Can take one of the following values:<br />
*** An empty string will remove the Logged From filter. <br />
*** A date string in the format YYYY-MM-DD HH:MM:SS. <br />
*** A duration string, to calculate a new datetime from the current datetime:<br />
**** Example: <code>-P1D2H3M4S</code> This will subtract 1 day (1D), 2 hours (2H), 3 minutes (3H) and 4 seconds (4S) from the current date & time.<br />
**** See the CalculateTimeDuration function documentation in https://github.com/hornbill/goHornbillHelpers for more details<br />
** RequestLogDateTo : A date to filter requests against log date (requests logged before or equal to this date/time). Can take one of the following values:<br />
*** An empty string will remove the Logged Before filter. <br />
*** A date string in the format YYYY-MM-DD HH:MM:SS. <br />
*** A duration string, to calculate a new datetime from the current datetime:<br />
**** Example: <code>-P1D2H3M4S</code> This will subtract 1 day (1D), 2 hours (2H), 3 minutes (3H) and 4 seconds (4S) from the current date & time.<br />
**** See the CalculateTimeDuration function documentation in https://github.com/hornbill/goHornbillHelpers for more details<br />
** RequestClosedDateFrom : A date to filter requests against close date (requests closed after or equal to this date/time). Can take one of the following values:<br />
*** An empty string will remove the closed From filter.<br />
*** A date string in the format YYYY-MM-DD HH:MM:SS.<br />
*** A duration string, to calculate a new datetime from the current datetime:<br />
**** Example: -P1D2H3M4S - This will subtract 1 day (1D), 2 hours (2H), 3 minutes (3H) and 4 seconds (4S) from the current date & time.<br />
**** See the CalculateTimeDuration function documentation in <https://github.com/hornbill/goHornbillHelpers> for more details<br />
** RequestClosedDateTo : A date to filter requests against close date (requests closed before or equal to this date/time). Can take one of the following values:<br />
*** An empty string will remove the Closed Before filter.<br />
*** A date string in the format YYYY-MM-DD HH:MM:SS.<br />
*** A duration string, to calculate a new datetime from the current datetime:<br />
**** Example: -P1D2H3M4S - This will subtract 1 day (1D), 2 hours (2H), 3 minutes (3H) and 4 seconds (4S) from the current date & time.<br />
**** See the CalculateTimeDuration function documentation in <https://github.com/hornbill/goHornbillHelpers> for more details<br />
** RequestReferences : An array of Request References to delete. If requests are defined in this array, then ONLY these requests will be deleted. The other parameters above will be ignored. In the example above, requests with reference CHR00000021 and INC00000003 would be deleted, and no other requests would be removed.<br />
** KeepRequestsCancelBPTasks : a boolean (defaulting to false) which if set to true will NOT actually delete the selected requests, but will cancel the Business Process Workflow and any Tasks connected to the request.<br />
<br><br />
* CleanAssets : Set to true to remove all Assets (and related entity data) from a Hornbill instance <br />
* AssetClassID: Filter assets for deletetion by a single asset class ID (basic, computer, computerPeripheral, mobileDevice, printer, software, telecoms)<br />
* AssetTypeID: Filter assets for deletion by a single asset type ID - the primary key value of the asset type from the database. Can also be found in the URL when viewing an asset type, 18 in this example: https://live.hornbill.com/yourinstanceid/servicemanager/asset/type/view/18/<br />
* AssetFilters: Array of filters to apply to the query when returning assets to delete. Each object in the array should contain:<br />
** ColumnName: The nama of the column in the assets general or extended table;<br />
** ColumnValue: The value to filter by;<br />
** Operator: The operator to apply, can be one of:<br />
*** Empty - column is null or an empty string;<br />
*** Equals - column equals the provided value;<br />
*** NotEquals - column does not equal the provided value;<br />
*** Greater - column value is greater than the provided value;<br />
*** Less - column value is less than than the provided value;<br />
*** LastXDays - date columns, value in the last X days where X is provided in ColumnValue;<br />
*** LastMonth - date columns, value in the last month;<br />
*** PreviousMonth - date columns, value in the previous month;<br />
*** ThisMonth - date columns, value this month;<br />
*** LastWeek - date columns, value last week<br />
*** Yesterday - date columns, value yesterday;<br />
*** Today - date columns, value today;<br />
*** Before - date columns, value before the datetime value provided in ColumnValue;<br />
*** After - date columns, value after the datetime value provided in ColumnValue;<br />
*** BeforeXDays - date columns, before the number of days provided in ColumnValue;<br />
*** Regex - column matches the regular expression provided in ColumnValue;<br />
*** NotRegex - column doesn't match the regular expression provided in ColumnValue;<br />
** IsGeneralProperty: If true, the column exists in the general assets table. If false, the column is in the extended assets table; <br />
<br><br />
* CleanUsers : Set to true to remove all Users listed in the Users array<br />
** Users : Array of strings, contains a list of User IDs to remove from your Hornbill instance<br />
<br />
==Running the utility==<br />
<br />
When you are ready to clear-down your request, asset or user records:<br />
<br />
# Open '''conf.json''' and add in the necessary configuration;<br />
# On Windows:<br />
## Open a Command Line Prompt as Administrator;<br />
# On OSX or Linux:<br />
## Open a Terminal;<br />
# Change Directory to the folder containing the cleaner executable and configuration files E.g. 'C:\hornbill_cleaner\' or '/Users/YourUserID/hornbillCleaner/';<br />
# Run the appropriate command:<br />
#:: Windows: <code>hornbillCleaner.exe -instance=yourinstancename -apikey=yourapikey</code><br />
#:: OSX or Linux Terminal: <code>./hornbillCleaner -instance=yourinstancename -apikey=yourapikey</code><br />
<br><br />
'''PLEASE NOTE''': <br />
* Follow all on-screen prompts, taking care to read all messages provided.<br />
* If any errors are experienced, first review the Trouble Shooting section below. If you are unable to find the answer there, please seek further advice on the [https://forums.hornbill.com Hornbill Forums]<br />
<br />
==Post Utility Actions==<br />
After the Hornbill Clean Utility has been run successfully, you can reset your request reference number or asset ID back to 0:<br />
<br />
===Resetting Application Auto Values===<br />
<br />
After the Hornbill Clean utility has been run successfully, you may like to reset the relevant application Auto Values such as the request reference number. This is not essential, more a personal preference.<br />
<br><br />
The Application Auto Values can be reset via '''''Hornbill Administration > Home > System > Data > Auto Values'''''.<br />
<br><br />
<br><br />
'''PLEASE NOTE:''' Only reset the auto values for the entities you have cleared down:<br />
<br><br />
* ''itsmRequestsAutoId'' - this auto value is responsible for generating request reference numbers (only reset this if you have deleted all your requests).<br />
* ''itsmAssetAutoId'' - this auto value generates the id for new asset records (only reset this if you have deleted all your asset records).<br />
<br />
Click the "Reset Counter" button to reset the Auto Value<br />
<br />
==Command Line Parameters==<br />
<br />
* -instance - This should be the ID of your instance<br />
* -apikey - This should be an API of a user on your instance that has the correct rights to perform the search & deletion of the specified records<br />
* -file - This is the name of the Configuration file to load. If this parameter is not specified, by default the utility will look for `conf.json' <br />
* -blocksize ''x'' - Where '''x''' is the number of records that should be retrieved and deleted as "blocks". If this parameter is not specified, the default is 3, and under normal circumstances this should not need to be overridden.<br />
* -dryrun - Requires Service Manager build >= 1392 to work with request data. This boolean flag allows a "dry run" to be performed - the tool identifies the primary key for all parent records that would have been deleted, and outputs them to the log file without deleting any records. Defaults to false.<br />
* -justrun - This boolean flag allows you to skip the confirmation prompts when the tool is run. This allows the tool to be scheduled, with the correct configuration defined to delete request records over a certain age for example. Defaults to false.<br />
<br />
==Logging Overview==<br />
<br />
All logging output is saved to the Hornbill instance, in a log called Hornbill_Clean, and can be accessed from within the Hornbill Administration tool.<br />
<br />
==Trouble Shooting==<br />
<br />
===Common Error Messages===<br />
Below are some common errors that you may encounter in the log file and what they mean:<br />
* ''' ''SQL Query was unsuccessful'' ''' - this occurs when the utility is prevented from running the query to obtain the list of requests to delete. This happens when the system setting ''security.database.allowSqlQueryOperation'' is set to false (OFF). To successfully run the utility, this setting must be set to true (ON). It can be found in Hornbill Administration > System > Settings > Advanced, and filter on "security".<br />
<br />
=== Error Codes ===<br />
* '''100''' - Unable to create log File<br />
* '''101''' - Unable to create log folder<br />
* '''102''' - Unable to Load Configuration File<br />
<br />
== HTTP Proxies ==<br />
<br />
If you use a proxy for all of your internet traffic, the HTTP_PROXY Environment variable needs to be set. The https_proxy environment variable holds the hostname or IP address of your proxy server. It is a standard environment variable and like any such variable, the specific steps you use to set it depends on your operating system.<br />
<br />
For windows machines, it can be set from the command line using the following:<br />
<br><br />
<code><br />
set HTTP_PROXY=HOST:PORT<br />
</code><br />
<br><br />
Where "HOST" is the IP address or host name of your Proxy Server and "PORT" is the specific port number.<br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1050px"><br />
==Change Log==<br />
Click "Read More" to view the Change Log.<br />
<div class="mw-collapsible-content"><br />
<br />
* 1.11.1 (February 12th 2020)<br />
** Change<br />
*** Updated system & BPM event timer delete order to remove unnecessary errors in log<br />
<br />
* 1.11.0 (September 27th, 2019)<br />
** Features<br />
*** Added support to clean-up Configuration Manager Dependency, Impact and Policy records when Assets are deleted<br />
*** Refactored to remove duplicate code<br />
*** Improved log output consistency<br />
<br />
* 1.10.0 (July 12th, 2019)<br />
** Features<br />
*** Added support to filter assets for deletion by class and type<br />
<br />
* 1.9.0 (March 15th, 2019)<br />
** Features<br />
*** Replaced large data set calls to entityBrowseRecords2 with paginated queries<br />
*** Removed calls to sysOptionGet and sysOptionSet<br />
*** Added support to remove additional Request BPM timers and events<br />
*** Added support to remove Request SLM events<br />
<br />
* 1.8.2 (February 1st, 2019)<br />
** Defect Fix<br />
*** Fixed issue with AssetsLinks records not being cleared<br />
<br />
* 1.8.1 (January 28th, 2019)<br />
** Defect Fix<br />
*** Fixed issue with RequestClosedDateFrom and RequestClosedDateTo returning a query error<br />
<br />
* 1.8.0 (December 18th, 2018)<br />
** Features<br />
*** Added new filters for requests for deletion:<br />
*** RequestClosedDateFrom : Delete requests that were closed on or after this date/time<br />
*** RequestClosedDateTo: Delete requests that were closed before or at this date/time<br />
<br />
* 1.7.0 (November 29th, 2018)<br />
** Features<br />
*** Added a "dryrun" CLI input parameter, which when enabled allows users to run the tool without deleting any records, and the primary key for each record that would have been deleted is output to logs for review. Requires Service Manager build 1392 or above to work with request data<br />
*** Added a "justrun" CLI input parameter, which when enabled will skip the initial "do you want to delete the data" prompts. This allows the tool to be run on a schedule<br />
*** Improved logging output:<br />
**** Logs everything on both client and server side now, instead of just server side, to aid in the reviewing of logs<br />
**** At the start of the log, all configuration options (the CLI params AND all options & filters from the config JSON) are now logged for auditing purposes<br />
<br />
* 1.6.0 (November 1st, 2018)<br />
** Features<br />
*** Added support to delete Board Manager cards when parent Requests are deleted, if Board Manager is installed on the instance at build 100 or greater<br />
*** Improved logging output<br />
<br />
* 1.5.1 (October 10th, 2018)<br />
** Features:<br />
*** Outputs relevant error message if the instance ID could not be resolved<br />
*** Improved performance and better sharing of HTTP sessions<br />
** Defect fixes:<br />
*** Fixed memory leak<br />
<br />
* 1.5.0 (September 9th, 2018)<br />
** Features:<br />
*** Added support for supplying a duration string, as well as the existing hard-coded datetime string in the RequestLogDateFrom and RequestLogDateTo configuration parameters. This allows for the calculation of datetimes using the runtime datetime.<br />
*** General tidy-up of the code, split code in to separate Go files for ease of maintenance<br />
<br />
* 1.4.0 (June 4th, 2018)<br />
** Feature:<br />
*** Replaced Username & Password session authentication with API key <br />
*** Replaced stored username, password and instance URL with command line inputs for instance ID and API Key<br />
<br />
* 1.3.0 (February 1st, 2018)<br />
** Features:<br />
*** When requests are being deleted, any asset links records are now also deleted.<br />
*** Added ability to delete User records<br />
<br />
* 1.2.0 (November 24th, 2017)<br />
** Feature:<br />
*** Added ability to delete specific requests using their reference numbers.<br />
<br />
* 1.1.0 (September 1st, 2017)<br />
** Feature:<br />
*** Requests to be deleted can now be filtered by:<br />
**** Multiple Service IDs<br />
**** Multiple Statuses<br />
**** Multiple Types<br />
**** Requests logged after a specific date & time<br />
**** Requests logged before a specific date & time<br />
*** NOTE - this version requires Hornbill Service Manager Update 1048 or above.<br />
<br />
* v1.0.6 - 17/07/2017<br />
** Feature:<br />
*** Now supports the deletion of Asset CMDB links when clearing down asset records<br />
<br />
* v1.0.5 - 01/02/2017<br />
** Defect Fix:<br />
*** Changed the order in which request extended information is deleted, so that workflow tasks can be deleted successfully <br />
<br />
* v1.0.4 - 12/01/2017<br />
** Features:<br />
** Added code to process the deletion of:<br />
*** Request Workflow instances<br />
*** Request Activities<br />
*** Request timer events<br />
<br />
* v1.0.3 - 03/08/2016<br />
** Features:<br />
*** Added parameter within configuration file, to specify class of requests to delete <br />
*** Improved performance of request deletion<br />
*** Improved error output to display<br />
<br />
* v1.0.2 - 08/06/2016<br />
** Features:<br />
*** Reduced record block size default down to 3<br />
*** Improved logging output<br />
<br />
* v1.0.1 - 12/05/2016<br />
** Features:<br />
*** Reduced record block size default down to 20<br />
*** Added flag to allow default block-size to be overridden at runtime<br />
<br />
* v1.0.0 - 10/03/2016<br />
** Initial Release<br />
</div><br />
</div><br />
<br />
[[Category:Administration]]</div>MaryOhttps://wiki.hornbill.com/index.php?title=Shared_Assets&diff=26717Shared Assets2021-04-21T13:35:56Z<p>MaryO: /* Introduction */</p>
<hr />
<div><div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"><br />
__NOTOC__[[Main Page|Home]] > [[Service Manager]] > [[Asset Management]] > Shared Assets<br />
</div><br />
{|style="width: 100%"<br />
|- valign="top"<br />
|style="width:73%"|<br />
==Introduction==<br />
Whilst an asset can only be owned by one named user, it can be used by multiple internal or external users, groups and organisations. <br />
|style="width:5%"|<br />
|<br />
|style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"|<br />
<br />
== Related Articles ==<br />
:* [[Manage Assets]]<br />
:* [[Assets]]<br />
|}<br />
<br />
==Assets - Used By ==<br />
[[File:Shared_Asset.png|400px|right]]<br />
By default an assets '''Used By''' field can be populated by an active user. however if the '''Enable Sharing''' toggle is enabled, the '''Used By''' field is disabled and references a '''Shared''' value, and a new '''Share With''' section is enabled on the asset form.<br />
<br />
This allows the sharing of the Asset with the following:<br />
<br />
* One or multiple users<br />
* One or multiple contacts<br />
* One or multiple internal groupings (departments, companies, cost centres etc<br />
* One or multiple external organizations<br />
<br />
Once shared with users, and or internal or external groupings and organizations, the asset will appear in the following places:<br />
<br />
* Progressive Capture - Default Asset form (Shared Assets Tab)<br />
* Requests - Asset Action Item (Shared Assets Tab)<br />
<br />
[[File:Information.png|14px|text-top|Information]] Shared Assets will not display on a user, contact, grouping or organizatios view, as the assets are not '''Owned''' by the user, grouping or organization. <br />
<br />
<br />
[[Category:Service Manager]]</div>MaryOhttps://wiki.hornbill.com/index.php?title=Project_Manager_Roles&diff=26654Project Manager Roles2021-04-07T11:06:57Z<p>MaryO: /* Introduction */</p>
<hr />
<div><div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"><br />
__NOTOC__<br />
{| style="width:100%"<br />
|[[Main Page|Home]] > [[Administration]] > [[Project Manager Administration]] > Project Manager Roles<br />
|style="text-align:right;"|[[:Category:Project Manager Administration|Index]]<br />
|}<br />
</div><br />
{|style="width: 100%"<br />
|- valign="top"<br />
|style="width:73%"|<br />
== Introduction ==<br />
Hornbill Roles are used to group users with similar access requirements to the different applications or to Administration. Using roles takes away the need to manage rights on a user by user basis. <br />
<br />
All users of the Hornbill Platform, regardless of the application, must possess the "'''Collaboration Role'''". To use and interact with the Hornbill Project Manager app, a user must also be allocated one of the app-specific security roles listed below. If the need arises, it is possible to create custom roles to suit a specific requirement. General information and concepts relating to how roles exist in the Hornbill Platform can be found on the following page: [https://wiki.hornbill.com/index.php?title=Roles|'''Roles'''].<br />
|style="width:5%"|<br />
|<br />
|style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"|<br />
<br />
== Related Articles ==<br />
:* [[Project Manager]]<br />
|}<br />
<br />
==Roles==<br />
<br />
:* '''Project User'''<br />
:: Required for all users of Project Manager. This role does not contain any specific application rights other than to gain access to this app. All users assigned this role will see the Project Manager application in the Hornbill Menu and have access to the Project Portfolio.<br />
:* '''Project Portfolio Manager'''<br />
:: This role superseeds the Project User role and grants the user all standard project manager user functionality with the added ability to access all projects.<br />
:* '''Programme Manager'''<br />
::This role grants the user the ability to manage programmes (a Project Programme is made up of one or more projects).<br />
:* '''Project Administration'''<br />
:: This role grants the user the ability to administer features in the Hornbill Admin Tool.<br />
<br />
==Defining Project Access and Visibility==<br />
While the security roles listed above are used to control general access to the various areas of the Hornbill Project Manager App, access to individual projects can be managed at a more granular level. This is done by configuring Project Permissions against the individual project.<br />
<br />
More information can be found on the page [https://wiki.hornbill.com/index.php?title=Project_Role_Permissions '''Project Permissions'''] and is used in conjunction with [https://wiki.hornbill.com/index.php?title=Project_Stakeholders '''Project Stakeholders'''].<br />
<br />
[[Category:Project Manager]]</div>MaryOhttps://wiki.hornbill.com/index.php?title=Project_Manager_Roles&diff=26653Project Manager Roles2021-04-07T11:06:02Z<p>MaryO: /* Introduction */</p>
<hr />
<div><div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"><br />
__NOTOC__<br />
{| style="width:100%"<br />
|[[Main Page|Home]] > [[Administration]] > [[Project Manager Administration]] > Project Manager Roles<br />
|style="text-align:right;"|[[:Category:Project Manager Administration|Index]]<br />
|}<br />
</div><br />
{|style="width: 100%"<br />
|- valign="top"<br />
|style="width:73%"|<br />
== Introduction ==<br />
Hornbill Roles are used to group users with similar access requirements to the different applications or to Administration. Using roles takes away the need to manage rights on a user by user basis. <br />
<br />
All users of the Hornbill Platform, regardless of the application, must possess the "'''Collaboration Role'''". To use, and interact with, the Hornbill Project Manager app, a user must also be allocated one of the app-specific security roles listed below. If the need arises, it is possible to create custom roles to suit a specific requirement. General information and concepts relating to how roles exist in the Hornbill Platform can be found on the following page: [https://wiki.hornbill.com/index.php?title=Roles|'''Roles'''].<br />
|style="width:5%"|<br />
|<br />
|style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"|<br />
<br />
== Related Articles ==<br />
:* [[Project Manager]]<br />
|}<br />
<br />
==Roles==<br />
<br />
:* '''Project User'''<br />
:: Required for all users of Project Manager. This role does not contain any specific application rights other than to gain access to this app. All users assigned this role will see the Project Manager application in the Hornbill Menu and have access to the Project Portfolio.<br />
:* '''Project Portfolio Manager'''<br />
:: This role superseeds the Project User role and grants the user all standard project manager user functionality with the added ability to access all projects.<br />
:* '''Programme Manager'''<br />
::This role grants the user the ability to manage programmes (a Project Programme is made up of one or more projects).<br />
:* '''Project Administration'''<br />
:: This role grants the user the ability to administer features in the Hornbill Admin Tool.<br />
<br />
==Defining Project Access and Visibility==<br />
While the security roles listed above are used to control general access to the various areas of the Hornbill Project Manager App, access to individual projects can be managed at a more granular level. This is done by configuring Project Permissions against the individual project.<br />
<br />
More information can be found on the page [https://wiki.hornbill.com/index.php?title=Project_Role_Permissions '''Project Permissions'''] and is used in conjunction with [https://wiki.hornbill.com/index.php?title=Project_Stakeholders '''Project Stakeholders'''].<br />
<br />
[[Category:Project Manager]]</div>MaryOhttps://wiki.hornbill.com/index.php?title=Request_Variables&diff=26371Request Variables2021-02-25T10:24:57Z<p>MaryO: /* Using Variables */</p>
<hr />
<div><div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"><br />
__NOTOC__<br />
{| style="width:100%"<br />
|[[Main Page|Home]] > [[Administration]] > [[Service Manager Administration | Service Manager]] > [[Service Manager Business Process Workflow|Business Processes ]] > Request Variables<br />
|style="text-align:right;"|[[:Category:Administration|Index]]<br />
|}<br />
</div><br />
{|style="width: 100%"<br />
|- valign="top"<br />
|style="width:73%"|<br />
==Introduction==<br />
As a process designer it is beneficial to have access to and use variables in your process nodes for varying purposes, it could be to insert answers from progressive capture questions into the summary, description or custom fields of a request, to branch and make decisions in your process based on the site of the request customer, or the outcome to particular tasks. You may even want to add details into a task or authorisation details field which is made up of details from the parent request, progressive capture answers or related entities (Customer, Service, Organisation etc), or you may simple want to assign tasks and authorisations to variables such as a requestors owner.<br />
<br />
In all these examples and many more there is a need in the designer to be able to insert these variables into the relevant fields on the different business process forms<br />
<br />
|style="width:5%"|<br />
|<br />
|style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"|<br />
<br />
== Related Articles ==<br />
:* [[Service Manager Business Process Workflow]]<br />
:* [[Business Process Designer]]<br />
:* [[Variable Picker]]<br />
|}<br />
<br />
==Using Variables==<br />
[[File:Request_Variables.png|300px|right]]<br />
It is possible to both manually add variables to node fields and also use the '''[[Variable Picker]]''' to inject variable values into node fields. Please follow the link in the related articles section to learn more about using the variable picker.<br />
<br />
When working with variables it is important to understand what you can use, when and how.<br />
<br />
In many business process node fields there will be the option to use variables, the nodes include:<br />
<br />
* Human Tasks<br />
* Custom Expressions following Decision nodes<br />
* Integration Calls<br />
* Automated Tasks <br />
* Authorisations<br />
<br />
The key consideration when looking to add variables into a field, or use a variable to make a decision in the process node, is do I have the variable information available to me, preceding the node I want to use it in? By this I mean have I used the '''Automated Task > Requests > Get Request Information''' nodes to load the required variables into my process, this could be:<br />
<br />
* Request Details<br />
* Customer Details<br />
* Organisation Details<br />
* Progressive Capture Answers <br />
<br />
Or is the node preceded by a task off which I want to branch from or another integration call node with output values. <br />
<br />
[[File:Authorisation_variables_example.png|right|300px]]<br />
If you have included the relevant nodes before a node in which you want to use a variable then you can then either use the [[Variable Picker]] or in some cases manually add the variable in a field.<br />
<br />
Once you have added the variables to the node fields they will display like: '''&[global["flowcode"]["summary"]]'''<br />
<br />
Once the request runs and the variables are added to displayed request fields, task descriptions etc they will appear as shown in the image opposite<br />
<br />
==Variables in Custom Expressions==<br />
[[File:Custom_Expressions_variables.png|right|px300]]<br />
In the same way as injecting variable values into node fields, you may also want to use variables to help with decisions and branching in your processes. <br />
<br />
Here the same rules apply and you would need to ensure you have the relevant nodes preceding any decision node off which you wanted to evaluate variables to branch your process flow.<br />
<br />
On the lines out from a decision node, you can use the '''Custom Expression''' option and then use the '''[[Variable Picker]]''' to select which variable you want to evaluate and either use a static or variable for the answer you are looking for to folow that path in your flow.<br />
<br />
<br />
<br />
<br />
==Manually Adding Variables==<br />
<br />
Hornbill have provided the [[Variable Picker]] to make the adding of variables easier, however if you wanted to manually add variables then the below will provide the format which can be used.<br />
<br />
* Request Details Variable: '''&[global["flowcode"]["summary"]]''' or '''&[global["flowcode"]["customFieldA"]]'''<br />
* Service Details Variable: '''&[global["flowcode"]["serviceName"]]''' or '''&[global["flowcode"]["customA"]]'''<br />
* Customer Details Variable: '''&[global["flowcode"]["jobTitle"]]''' or '''&[global["flowcode"]["custom1"]]'''<br />
* Organisation Details Variable '''&[global["flowcode"]["industry"]]''' or '''&[global["flowcode"]["custom2"]]'''<br />
<br />
Request variables are fairly self explanatory, and a list is provided below. Answer variables are specific to the '''Custom Form''' defined in the '''Get Request Information''' > '''Progressive Capture Answers''' node specified before the node you wish to use them in, and can be included simply by referencing them as follows:<br />
<br />
* &[functions.pcf("Application_Access","field_2")] - Where in this case '''Application_Access''' is the custom form name and '''field_2''' is the specific question name on the custom form (if you have renamed the default field names on the custom from from '''field_2''' for example to anything else, then you would need to use the new field name here.<br />
<br />
'''List of Available Request Details Variables'''<br />
<br />
* &[global["flowcode"]["assignedTeam"]]<br />
* &[global["flowcode"]["authorisation"]]<br />
* &[global["flowcode"]["closureCategory"]]<br />
* &[global["flowcode"]["customer"]]<br />
* &[global["flowcode"]["customerCompany"]]<br />
* &[global["flowcode"]["customerManager"]]<br />
* &[global["flowcode"]["customerPrimaryEmail"]]<br />
* &[global["flowcode"]["customerPrimaryPhone"]]<br />
* &[global["flowcode"]["customerSecondaryEmail"]]<br />
* &[global["flowcode"]["customerSecondaryPhone"]]<br />
* &[global["flowcode"]["dateLogged"]]<br />
* &[global["flowcode"]["description"]]<br />
* &[global["flowcode"]["impact"]]<br />
* &[global["flowcode"]["loggingCategory"]]<br />
* &[global["flowcode"]["owner"]]<br />
* &[global["flowcode"]["ownerId"]]<br />
* &[global["flowcode"]["priority"]]<br />
* &[global["flowcode"]["requestId"]]<br />
* &[global["flowcode"]["resolution"]]<br />
* &[global["flowcode"]["service"]]<br />
* &[global["flowcode"]["source"]]<br />
* &[global["flowcode"]["site"]]<br />
* &[global["flowcode"]["status"]]<br />
* &[global["flowcode"]["summary"]]<br />
* &[global["flowcode"]["timeLogged"]]<br />
* &[global["flowcode"]["urgency"]]<br />
* &[global["flowcode"]["withinFixTime"]]<br />
* &[global["flowcode"]["withinResponseTime"]]<br />
<br />
* Plus custom fields in the format : &[global["flowcode"]["customFieldA"]]<br />
<br />
[[Category:Administration]] [[Category:Service Manager]]</div>MaryOhttps://wiki.hornbill.com/index.php?title=External_Authorisation&diff=26211External Authorisation2021-01-21T13:39:17Z<p>MaryO: </p>
<hr />
<div><div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"><br />
__NOTOC__<br />
{| style="width:100%"<br />
|[[Main Page|Home]] > [[Administration]] > [[Business Process Designer]] > External Authorisation<br />
|style="text-align:right;"|[[:Category:Administration|Index]]<br />
|}<br />
</div><br />
{|style="width: 100%"<br />
|- valign="top"<br />
|style="width:73%"|<br />
==Introduction==<br />
The external authorisation node can be used to allow an email recipient to receive an authorisation decision, provide an outcome and automatically progress a business process<br />
<br />
|style="width:5%"|<br />
|<br />
|style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"|<br />
<br />
== Related Articles ==<br />
:* [[Variable Picker]]<br />
:* [[Custom Expression Builder|Decision]]<br />
:<br />
|}<br />
<br />
===Configuring An External Authorisation===<br />
<br />
* '''To''': Specify a single email address, this can be a static email address or using the variable picket, a variable email address can be used<br />
* '''Subject''': Configure the subject line for the outbound email, where required use the variable picker to include the relevant entity data<br />
* '''Authorisation Details''': Include the information that is relevant to the recipient, which will give them the information for the decision they are being asked to authorize, again use the variable picker to inject relevant entity data (1024 Character Limit).<br />
* '''Outcomes''': By default two outcomes are provided :- '''Authorise''' and '''Reject''', one additional outcome can be added if required (3 Max)<br />
:* Optionally configure each outcome:<br />
::* To change the display label<br />
::* To change the colour of the outcome button<br />
::* To mandate if a supporting reason is required when a specific outcome is chosen<br />
* '''Expire After''': Configure a period in Days, Minutes, Hours after which the node will expire if an outcome has not been received from the recipient. <br />
::* The default setting is '''3''' Days<br />
::* An expiry value has to be defined, if it is left blank, '''3''' Days will be used.<br />
<br />
===External Authorisation Delivery===<br />
[[File:External_Auth_Email.png|300px|right]]<br />
<br />
The external authorization email will be sent to the recipient using a preset email, and from direct outbound email.<br />
<br />
* The from address will appear as '''<INSTANCENAME>-mail@live.hornbill.com'''<br />
* It is not possible to choose or configure the email template<br />
* The email is available in English only<br />
* It is not possible to change the address or domain the email will be sent from<br />
<br />
{{infobox|Please ensure you have the live.hornbill.com domain set up in your outbound routing rules:<br />
::'''Admin console > System > Email > Outbound Routing Rules'''}}<br />
<br />
===Completing An External Authorisation===<br />
[[File:External_Auth_Reason.png|300px|right]]<br />
<br />
When a recipient receives an external email authorisation, the email will contain a link to a web page, where the recipient can review the details contained in the '''Authorisation Details''', and will be presented with the configured outcomes.<br />
* The recipient does not need to login to any interface to complete their external authorization<br />
* The web page is currently available in English<br />
* The recipient needs to select an outcome to progress the external authorisation<br />
* If a reason has been mandated for the chosen outcome, the recipient will be required to provide the reason before completing the external authorization<br />
* On submission of the outcome, the recipient will see confirmation of their decision, and the business process will resume.<br />
:* It is critical to follow an external authorization with a '''[[Custom Expression Builder|Decision]]''' node, which is subsequently configured with branches which cater for all possible outcomes including '''Expired'''. <br />
* The outcome of an external authorization is not automatically written to the entity activity stream, which the process it is used in, is running against.<br />
:* In the case of a request in Service Manager, the process designer can use a Update Request > Post to Timeline node after an external authorisation and use the variable picker to include values such as the external authorization outcome, and any supporting reasons as output params from the External Authorisation node. <br />
<br />
<br />
[[Category:Administration]] [[Category:Service Manager]]</div>MaryOhttps://wiki.hornbill.com/index.php?title=External_Authorisation&diff=26210External Authorisation2021-01-21T13:37:56Z<p>MaryO: </p>
<hr />
<div><div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"><br />
__NOTOC__<br />
{| style="width:100%"<br />
|[[Main Page|Home]] > [[Administration]] > [[Business Process Designer]] > External Authorisation<br />
|style="text-align:right;"|[[:Category:Administration|Index]]<br />
|}<br />
</div><br />
{|style="width: 100%"<br />
|- valign="top"<br />
|style="width:73%"|<br />
==Introduction==<br />
The external authorisation node can be used to allow an email recipient to receive an authorisation decision, provide an outcome and automatically progress a business process<br />
<br />
|style="width:5%"|<br />
|<br />
|style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"|<br />
<br />
== Related Articles ==<br />
:* [[Variable Picker]]<br />
:* [[Custom Expression Builder|Decision]]<br />
:<br />
|}<br />
<br />
===Configuring An External Authorisation===<br />
<br />
* '''To''': Specify a single email address, this can be a static email address or using the variable picket, a variable email address can be used<br />
* '''Subject''': Configure the subject line for the outbound email, where required use the variable picker to include the relevant entity data<br />
* '''Authorisation Details''': Include the information that is relevant to the recipient, which will give them the information for the decision they are being asked to authorize, again use the variable picker to inject relevant entity data (1024 Character Limit).<br />
* '''Outcomes''': By default two outcomes are provided :- '''Authorise''' and '''Reject''', one additional outcome can be added if required (3 Max)<br />
:* Optionally configure each outcome:<br />
::* To change the display label<br />
::* To change the colour of the outcome button<br />
::* To mandate if a supporting reason is required when a specific outcome is chosen<br />
* '''Expire After''': Configure a period in Days, Minutes, Hours after which the node will expire if an outcome has not been received from the recipient. <br />
::* The default setting is '''3''' Days<br />
::* An expiry value has to be defined, if it is left blank, '''3''' Days will be used.<br />
<br />
===External Authorisation Delivery===<br />
[[File:External_Auth_Email.png|300px|right]]<br />
<br />
The external authorization email will be sent to the recipient using a preset email, and from direct outbound email.<br />
<br />
* The from address will appear as '''<INSTANCENAME>-mail@live.hornbill.com'''<br />
* It is not possible to choose or configure the email template<br />
* The email is available in English only<br />
* It is not possible to change the address or domain the email will be sent from<br />
<br />
{{infobox|Please ensure you have the live.hornbill.com domain set up in your outbound routing rules:<br />
::'''Admin console > System > Email > Outbound Routing Rules'''}}<br />
<br />
===Completing An External Authorisation===<br />
[[File:External_Auth_Reason.png|300px|right]]<br />
<br />
When a recipient receives an external email authorisation, the email will contain a link to a web page, where the recipient can review the details contained in the '''Authorisation Details''', and will be presented with the configured outcomes.<br />
* The recipient does not need to login to any interface to complete their external authorization<br />
* The web page is currently available in English<br />
* The recipient needs to select an outcome to progress the external authorisation<br />
* If a reason has been mandated for the chosen outcome, the recipient will be required to provide the reason before completing the external authorization<br />
* On submission of the outcome, the recipient will see confirmation of their decision, and the business process will resume.<br />
:* It is critical to follow an external authorization with a '''[[Custom Expression Builder|Decision]]''' node, which is subsequently configured with branches which cater for all possible outcomes including '''Expired'''. <br />
* The outcome of an external authorization is not automatically written to the entity activity stream, which the process it is used in, is running against.<br />
:* In the case of a request in Service Maanger, the process designer can use a Update Request > Post to Timeline node after an external authorisation and use the variable picker to include values such as the external authorization outcome, and any supporting reasons as output params from the External Authorisation node. <br />
<br />
<br />
[[Category:Administration]] [[Category:Service Manager]]</div>MaryOhttps://wiki.hornbill.com/index.php?title=External_Authorisation&diff=26209External Authorisation2021-01-21T13:35:58Z<p>MaryO: </p>
<hr />
<div><div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"><br />
__NOTOC__<br />
{| style="width:100%"<br />
|[[Main Page|Home]] > [[Administration]] > [[Business Process Designer]] > External Authorisation<br />
|style="text-align:right;"|[[:Category:Administration|Index]]<br />
|}<br />
</div><br />
{|style="width: 100%"<br />
|- valign="top"<br />
|style="width:73%"|<br />
==Introduction==<br />
The external authorisation node can be used to allow an email recipient to receive an authorisation decision, provide an outcome and automatically progress a business process<br />
<br />
|style="width:5%"|<br />
|<br />
|style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"|<br />
<br />
== Related Articles ==<br />
:* [[Variable Picker]]<br />
:* [[Custom Expression Builder|Decision]]<br />
:<br />
|}<br />
<br />
===Configuring An External Authorisation===<br />
<br />
* '''To''': Specify a single email address, this can be a static email address or using the variable picket, a variable email address can be used<br />
* '''Subject''': Configure the subject line for the outbound email, where required use the variable picker to include the relevant entity data<br />
* '''Authorisation Details''': Include the information that is relevant to the recipient, which will give them the information for the decision they are being asked to authorize, again use the variable picker to inject relevant entity data (1024 Character Limit).<br />
* '''Outcomes''': By default two outcomes are provided :- '''Authorise''' and '''Reject''', one additional outcome can be added if required (3 Max)<br />
:* Optionally configure each outcome:<br />
::* To change the display label<br />
::* To change the colour of the outcome button<br />
::* To mandate if a supporting reason is required when a specific outcome is chosen<br />
* '''Expire After''': Configure a period in Days, Minutes, Hours after which the node will expire if an outcome has not been received from the recipient. <br />
::* The default setting is '''3''' Days<br />
::* An expiry value has to be defined, if it is left blank, '''3''' Days will be used.<br />
<br />
===External Authorisation Delivery===<br />
[[File:External_Auth_Email.png|300px|right]]<br />
<br />
The external authorization email will be sent to the recipient using a preset email, and from direct outbound email.<br />
<br />
* The from address will appear as '''<INSTANCENAME>-mail@live.hornbill.com'''<br />
* It is not possible to choose or configure the email template<br />
* The email is available in English only<br />
* It is not possible to change the address or domain the email will be sent from<br />
<br />
{{infobox|Please ensure you have the live.hornbill.com domain set up in your outbound routing rules:<br />
::'''Admin console > System > Email > Outbound Routing Rules'''}}<br />
<br />
===Completing An External Authorisation===<br />
[[File:External_Auth_Reason.png|300px|right]]<br />
<br />
When a recipient receives an external email authorisation, the email will contain a link to a web page, where the recipient can review the details contained in the '''Authoirsation Details''', and will be presented with the configured outcomes.<br />
* The recipient does not need to login to any interface to complete their external authorization<br />
* The web page is currently available in English<br />
* The recipient needs to select an outcome to progress the external authorisation<br />
* If a reason has been mandated for the chosen outcome, the recipient will be required to provide the reason before completing the external authorization<br />
* On submission of the outcome, the recipient will see confirmation of their decision, and the business process will resume.<br />
:* It is critical to follow an external authorization with a '''[[Custom Expression Builder|Decision]]''' node, which is subsequently configured with branches which cater for all possible outcomes including '''Expired'''. <br />
* The outcome of an external authorization is not automatically written to the entity activity stream, which the process it is used in, is running against.<br />
:* In the case of a request in Service Maanger, the process designer can use a Update Request > Post to Timeline node after an external authorisation and use the variable picker to include values such as the external authorization outcome, and any supporting reasons as output params from the External Authorisation node. <br />
<br />
<br />
[[Category:Administration]] [[Category:Service Manager]]</div>MaryOhttps://wiki.hornbill.com/index.php?title=SQL_Contact_Import&diff=25685SQL Contact Import2021-01-15T09:32:04Z<p>MaryO: </p>
<hr />
<div>== About the Hornbill SQL Contact Import Utility ==<br />
The utility provides a simple, safe and secure way to create contacts on the Hornbill platform by synchronizing with data held in your Database. The tool is designed to run behind your corporate firewall, connect to your database, query the required contact information, transform and load into the Hornbill instance. The tool connects to the Hornbill instance in the cloud over HTTPS/SSL so as long as you have standard internet access then you should be able to use tool without the need to make any firewall configuration changes. The tool supports both the initial bulk import as well as incremental adds and updates. You can schedule the tool to run periodically to perform the import/update tasks as required.<br />
<br />
== Open Source ==<br />
<br />
The SQL Contact Import Utility is provided open source under the [https://wiki.hornbill.com/index.php/The_Hornbill_Community_License_(HCL) Hornbill Community Licence] and can be found [https://github.com/hornbill/goDb2HcontactImport here] on GitHub<br />
<br />
== Installation Overview ==<br />
<br />
=== Windows Installation ===<br />
* Download the OS and architecture specific [https://github.com/hornbill/goDb2HcontactImport/releases/latest latest package] from GitHub <br />
* Extract zip into a folder you would like the application to run from e.g. '''C:\Hornbill_Import\'''<br />
* Open '''conf.json''' and add in the necessary configuration<br />
* Open Command Line Prompt as Administrator<br />
* Change Directory to the folder with goHornbillContactImport.exe '''C:\Hornbill_Import\'''<br />
* Run the command goHornbillContactImport.exe -dryrun=true<br />
<br />
== Configuration Overview ==<br />
The following section will detail how to prepare the conf.json file to successfully import your Contact records.<br />
<br />
===Prerequisites===<br />
Before importing any contact records into your Hornbill instance, the Organisation records must be created first. This then allows the contact import utility to associate each contact record to an Organisation record based on what is specified in the "Company" field. Details on how to create a Hornbill Organisation record can be found here: [[Organizations|'''external organization records''']]<br />
<br />
Prior to configuring the .json file, it is advisable to read the following wiki page regarding [[Contacts|'''Hornbill Contact records''']] as it will provide some context to what this import will create.<br />
<br />
To create a 64-bit ODBC connector you would need the Microsoft Access Database Engine which can be found as a 2010 Redistributable (https://www.microsoft.com/en-us/download/details.aspx?id=13255) or as an optional part of the Microsoft Office Suite<br />
<br><br />
<br><br />
<br />
===Completing the conf.json file===<br />
A default configuration file is provided conf.json, if a configuration file is not specified as a command-line argument then conf.json must exist.<br />
<br />
{<br />
"APIKey": "", /* this is the API-key which is associated to a user in the Hornbill instance [1] */<br />
"InstanceId": "", /* your Hornbill instance name : not likely to change */<br />
"ContactAction": "Create", /* options : Create/Update/Both ; on what action to assign roles to a user */<br />
"AttachCustomerPortal": true, /* options : true/false ; whether contact is allowed to enter the customer portal */<br />
"CustomerPortalOrgView": true, /* options : true/false ; whether contact is allowed to view orgaisation calls in the customer portal */<br />
"CustomerPortalOrgViewRevoke": false, /* options : true/false ; whether the contact visibility to organisation calls in the customer portal is to be revoked */<br />
"UpdateContactStatus": false,<br />
"SQLConf": {<br />
"Driver": "csv",<br />
"Server": "localhost",<br />
"Database": "CSV64",<br />
"UserName": "root",<br />
"Password": "",<br />
"Port": 5002,<br />
"ContactID": "FIELD1", /* FieldID is the Hornbill field against which the record */<br />
"FieldID": "h_logon_id", /* (identified by the data contained in the ContactID field) is searched */<br />
"Encrypt": false,<br />
"Query": "SELECT * FROM adbc.csv"<br />
},<br />
"ContactMapping":{<br />
"logon_id":"&#123;&#123;.FIELD1&#125;&#125;",<br />
"firstname":"&#123;&#123;.FIELD2&#125;&#125;",<br />
"lastname":"&#123;&#123;.FIELD3&#125;&#125;",<br />
"company":"&#123;&#123;.FIELD1&#125;&#125;",<br />
"email_1":"&#123;&#123;.FIELD2&#125;&#125;",<br />
"email_2":"",<br />
"tel_1":"&#123;&#123;.FIELD4&#125;&#125;",<br />
"tel_2":"",<br />
"jobtitle":"",<br />
"description":"",<br />
"notes":"",<br />
"country":"",<br />
"language":"",<br />
"private":"0",<br />
"rights":"0",<br />
"contact_status":"0"<br />
}<br />
}<br />
# An API key is set up against a user within Hornbill (https://wiki.hornbill.com/index.php/API_keys). For example, if admin user is doing the import, enter the API Key for the admin user.<br />
<br />
===Configuring the ODBC Connector for CSV===<br />
<br />
[[File:ODBC CSV Settings 20170406.png]]<br />
<br />
== Command Line Parameters ==<br />
<br />
* file - Defaults to '''''conf.json''''' - Name of the Configuration file to load<br />
* dryrun - Defaults to '''''false''''' - Set to True and the XMLMC for Create and Update users will not be called and instead the XML will be dumped to the log file, this is to aid in debugging the initial connection information.<br />
* concurrent - Defaults to `1` - Allows you to change the number of worker threads used to process the import, this can improve performance on slow import but using too many workers have a detriment to performance of your Hornbill instance.<br />
* logprefix - add prefix to the log file<br />
* version - outputs the tool version<br />
* matchlike - defaults to '''''false''''' - Set to True if you want to mimick the post v1.0.3 behaviour which searches with LIKE instead of an exact match (eg "abc" would find "abc1" as the record to update between v1.0.3 and v1.4.0)<br />
* nocol - defaults to '''''false''''' - Set to True for all CLI outputs to be in the default colours of the terminal/command line session running the tool<br />
<br />
== Testing Overview ==<br />
If you run the application with the argument dryrun=true then no users will be created or updated, the XML used to create or update will be saved in the log file so you can ensure the LDAP mappings are correct before running the import.<br />
<br />
<code><br />
goHornbillContactImport.exe -dryrun=true<br />
</code><br />
<br />
To actually do the import, use this:<br />
<br />
<code><br />
goHornbillContactImport.exe<br />
</code><br />
<br />
== Example ==<br />
<br />
The following is an example of a successful import.<br />
The CSV file can contain the contacts you wish to import<br />
* Ensure the order is as shown in the example otherwise the data may populate incorrect fields<br />
eg:<br />
<br />
[[File:exampleCSV.JPG]]<br />
<br />
Populate the API key with the Hornbill user's API Key, enter the instance id and username and password. <br />
* This is an example of what the Schema.ini file would look like<br />
eg:<br />
<br />
[[File:exampleSchema.JPG]]<br />
<br />
* The example JSON file below shows the fields that match the CSV file<br />
<br />
eg:<br />
<br />
[[File:JSON.JPG]]<br />
<br />
* This is an example of the actual run using the command prompt AS ADMIN user<br />
eg:<br />
<br />
[[File:exampleImport.JPG]]<br />
<br />
== Logging Overview ==<br />
<br />
All Logging output is saved in the "log" directory which can be found in the same location as the executable. The file name contains the date and time the import was run '''''SQL_Contact_Import_2015-11-06T14-26-13Z.log'''''<br />
<br />
==Trouble Shooting==<br />
<br />
===Common Error Messages===<br />
<br />
Below are some common errors that you may encounter in the log file and what they mean:<br />
* ''' ''[ERROR] Error Decoding Configuration File:.....'' ''' - this will be typically due to a missing quote (") or comma (,) somewhere in the configuration file. This is where an online JSON viewer/validator can come in handy rather than trawling the conf file looking for that proverbial needle in a haystack.<br />
* ''' ''[ERROR] Get https://api.github.com/repos/hornbill/goDb2HcontactImport/tags: dial tcp xx.xx.xx.xx:xxx: ........'' ''' - this most likely indicates that you have a HTTP proxy server on your network between the host running the executable and your Hornbill API endpoint. Ensure the http_proxy environment variable is set (See the section on "HTTP Proxies" for more information) and that the proxy is configured to allow this communication.<br />
* ''' ''[ERROR] Unable to Create User: Invalid value for parameter '[parameter name]': The text size provided (31 characters) is greater than the maximum allowable size of 20 characters for column [column name]'' ''' - the contents of your directory attribute exceed the maximum number of characters that can be placed in the Hornbill database column.<br />
* ''' ''panic: runtime error: invalid memory address or nil pointer deference [recovered]...'' ''' - this error is suggesting an incorrectly specified attribute in the conf file. Where information is being obtained from a directory attribute, the attribute must be in the following format: ''<nowiki>{{.directoryAttributeName}}</nowiki>''<br />
* ''' ''[ERROR] Unable to Create User: The value in element <userId> did not meet the required input pattern constraints. at location '/methodCall/params/userId' '' ''' - the user id contains characters that are not allowed. The User Id should be made up of alphanumeric characters. Full stops (.) and underscores (_) are also supported.<br />
* ''' ''[ERROR] Unable to Update User: Invalid value for parameter '[parameter name]': Error setting value for column '[column name]'. bad lexical cast: source type value could not be interpreted as target'' ''' - this error is indicating that the contents of your directory attribute are in a format that is not compatible with the type of the Hornbill database column. For example, you will get this when trying to place text into a database field that is of type "INT" (accepts integer values only).<br />
* ''' ''[ERROR] Unable to Load LDAP Attribute: '[LDAP attribute name]' For Input Param: '[Hornbill Parameter name]' '' ''' - When the import utility is unable to load a particular LDAP attribute, this means that the attribute field in your directory does not contain a value. This error will not prevent the user account from being created or updated in Hornbill and can be considered more as a warning rather than an outright failure or problem.<br />
<br />
=== Error Codes ===<br />
* '''100''' - Unable to create log File<br />
* '''101''' - Unable to create log folder<br />
* '''102''' - Unable to Load Configuration File<br />
<br />
== HTTP Proxies ==<br />
<br />
If you use a proxy for all of your internet traffic, the HTTP_PROXY Environment variable needs to be set. The https_proxy environment variable holds the hostname or IP address of your proxy server. It is a standard environment variable and like any such variable, the specific steps you use to set it depends on your operating system.<br />
<br />
For Windows machines, it can be set from the command line using the following:<br />
<br><br />
<code><br />
set HTTP_PROXY=HOST:PORT<br />
</code><br />
<br><br />
Where "HOST" is the IP address or hostname of your Proxy Server and "PORT" is the specific port number.<br />
<br />
== Scheduling Overview ==<br />
<br />
=== Windows ===<br />
You can schedule .exe to run with any optional command-line argument from Windows Task Scheduler.<br />
* Ensure the user account running the task has rights to ldap_import.exe and the containing folder.<br />
* Make sure the Start In parameter contains the folder where the executable resides in, otherwise it will not be able to pick up the correct path. eg:<br />
<br />
[[File:Ldap_import_schedule.png]]<br />
<br />
[[Category:Integration]]</div>MaryOhttps://wiki.hornbill.com/index.php?title=Service_Manager_Business_Process_Workflow&diff=25328Service Manager Business Process Workflow2020-11-23T17:39:30Z<p>MaryO: </p>
<hr />
<div>{{bluebanner|[[Main Page|Home]] > [[Administration]] > [[Service Manager Administration |Service Manager]] > Business Process Workflow|[[:Category:Administration|Index]]}}<br />
{{IntroAndLinks|<br />
The Service Manager Business Process Workflow is used to automate the processing of the requests that have been raised. This page contains information on the Service Manager specific automated tasks that can be used in the [[Business Process Designer]] to build unique and powerful processes for your requests.|<br />
:* [[Business Process Designer]]<br />
:* [[Request Variables]]<br />
|}<br />
}}<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Automation Template --><br />
<!-- ******************************************************************************************************************************* --><br />
<!-- Copy and paste the template below to create a new Hornbill Automation section. <br />
nameOfTag: This is a link that can be used to jump to this section from a URL or link from another wiki page.<br />
Name of Automation: Then of the Hornbill Automation as seen in the BPM Designer<br />
nameOfFile: Name of the image. example BpmUpdateChangeType<br />
Description of Automation: Brief description of what this automation does or where it can be used<br />
Name of Option: Name of the Option as displayed in the BPM Designer<br />
Description of Option Description of how this option is used<br />
<br />
-- Start Copy--<br />
{{BPMAutomation|<nameOfTag>|<Name Of Automation>|<br />
[[File:<nameOfFile>.png|thumb|link=]]|<br />
<Description of Automation>|<br />
{{bullet1|<Name of Option>|<Description of Option>}}<br />
}}<br />
-- Finish Copy --<br />
--><br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Service Manager Boards * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
==Boards==<br />
Use the Boards nodes to automatically add, move or remove a Request from an existing Board. Requests can be added to one or multiple Boards in Service Manager, and can be moved between Lists on specified Boards automatically.<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Add Comment to Board * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|AddCommentToBoard|Add Comment To Board|<br />
[[File:bpmaddcommenttoboard.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmaddcommenttoboard.png]]|<br />
Use this node to manually add a Comment card to a Service Manager Board at the required stage in a process.|<br />
{{bullet1|Board|The name of the Service Manager Board on which the Comment card will be added}}<br />
{{bullet1|List|The name of the list from the above specified board to which the Comment card will be added}}<br />
{{bullet1|Comment|The actual comment, as it will appear on the card on the Board}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Add Request to Board * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|addRequesttoBoard|Add Request to Board|<br />
[[File:bpmaddrequesttoboard.png|thumb|link=https://wiki.hornbill.com/images/9/96/Bpmaddrequesttoboard.png]]|<br />
This operation will automatically add a request to a selected Service Manager Board or move a request from one list to another. This particularly works well on a Board where users have been given View Access only and the BPM takes control of all the card movements.|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''}}<br />
{{bullet1|Board|The name of the Service Manager Board on which the Request card will be added}}<br />
{{bullet1|List|The name of the list from the above specified board to which the Request card will be added}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Remove Request from Board * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|removeRequestFromBoard|Remove Request from Board|<br />
[[File:bpmremoverequestfromboard.png|thumb|link=https://wiki.hornbill.com/images/0/07/Bpmremoverequestfromboard.png]]|<br />
Use this option to remove a Request from a Service Manager Board at a specific stage in a process.|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''}}<br />
{{bullet1|Board|The name of the Service Manager Board from which the Request card will be removed}}<br />
}}<br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Change Requests * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
==Change Requests==<br />
Use these nodes at any stage in a process to automate Change Request specific actions.<br />
=== Suspend ===<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * WAIT FOR CHANGE TYPE * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|waitForChangeType|Wait For Change Type|<br />
[[File:bpmwaitforchangetype.png|thumb|link=https://wiki.hornbill.com/images/0/09/Bpmwaitforchangetype.png]]|<br />
Use this Hornbill Automation to suspend the Business Process until a Change Type has been set on the Change Request|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus when using this suspend node.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue. When this date and time is reached, the BPM will automatically continue. An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * WAIT FOR REQUEST SCHEDULE * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|waitForRequestSchedule|Wait For Request Schedule|<br />
[[File:bpmwaitforrequestschedule.png|thumb|link=https://wiki.hornbill.com/images/b/b3/Bpmwaitforrequestschedule.png]]|<br />
Use this node to pause the process and await the scheduling of the Change Request in the Change Calendar|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus when using this suspend node.}}<br />
{{bullet1|Expire Period|Set a date and time for which this operation will expire. When this date and time is reached, the BPM will automatically continue. An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue. When this date and time is reached, the BPM will automatically continue. An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<br />
<br />
=== Update Request ===<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * ADD TO CHANGE CALENDAR * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|addToChangeCalendar|Add to Change Calendar|<br />
[[File:bpmaddtochangecalendar.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmaddtochangecalendar.png]]|<br />
Use this node to automatically add a change request to the Change Calendar. Use the configuration settings to set the start and end times for the change based on the time this node is invoked in the process. As an example if this node is the first action in a process, then it will use the log time as the Now time, and the Start and End times you configure will be based off that time. |<br />
{{bullet1|Request ID|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Start Time From Now|Set the ''Start Time'' for this change based on years, months, days, hours, or minutes from when this node is reached in the workflow}}<br />
{{bullet1|End Time From Now|Set the ''End Time'' for this change based on years, months, days, hours, or minutes from when this node is reached in the workflow}}<br />
{{bullet1|Start Time (From Variable)|Set the ''Start Time'' for this change from a BPM Variable}}<br />
{{bullet1|End Time (From Variable)|Set the ''End Time'' for this change from a BPM Variable}}<br />
{{bullet1|Enforce Freeze Periods|Set this to ensure that the Start or End Dates are not set within a Change Freeze Period}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * REMOVE FROM CHANGE CALENDAR * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|removeFromChangeCalendar|Remove from Change Calendar|<br />
[[File:bpmremovefromchangecalendar.png|thumb|link=https://wiki.hornbill.com/images/8/82/Bpmremovefromchangecalendar.png]]|<br />
Use this node to automatically remove the Change from the Change Calendar|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * UPDATE CHANGE TYPE * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|changeType|Change Type|<br />
[[File:bpmchangetype.png|thumb|link=https://wiki.hornbill.com/images/1/1c/Bpmchangetype.png]]|<br />
Use this automation to update the Change Type field on the Change Request|<br />
{{bullet1|Request ID|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Change Type|Select from the pick list which type of Change will be set on this change}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}<br />
}}<br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Problem Records * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
==Problem Records==<br />
Use these nodes at any stage in a process to automate Problem Record specific actions.<br />
=== Suspend ===<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Problem Workaround * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|waitForProblemWorkaround|Wait for Workaround|<br />
[[File:bpmwaitforproblemworkaround.png|thumb|link=https://wiki.hornbill.com/images/3/3b/Bpmwaitforproblemworkaround.png]]|<br />
Use this node to suspend the BPM Workflow and wait for a workaround to be added to the Problem Record.|<br />
{{bullet1|RequestID|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus while the process is suspended}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue. When this date and time is reached, the BPM will automatically continue. An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Release Records * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
==Releases==<br />
Use this node at any stage in a process to automate Release specific actions.<br />
=== Suspend ===<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Release Type * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|waitForReleaseType|Wait for Release Type|<br />
[[File:bpmwaitforreleasetype.png|thumb|link=https://wiki.hornbill.com/images/0/0b/Bpmwaitforreleasetype.png]]|<br />
Use this Hornbill Automation to suspend the Business Process until a Release Type has been set on the Release record|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus when using this suspend node.}}<br />
{{bullet1|Expire Period|Set a date and time for which this operation will expire. When this date and time is reached, the BPM will automatically continue. An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Request Schedule * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|waitforrelaseschedule|Wait for Request Schedule|<br />
[[File:bpmwaitforreleaseschedule.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Bpmwaitforreleaseschedule.png]]|<br />
Use this node to pause the process and await the scheduling of the Release in the Change Calendar|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus when using this suspend node.}}<br />
{{bullet1|Expire Period|Set a date and time for which this operation will expire. When this date and time is reached, the BPM will automatically continue. An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}<br />
}}<br />
<br />
=== Update Request ===<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Add to Change Calendar * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|addreleasetocalendar|Add to Change Calendar|<br />
[[File:bpmaddreleasetocalendar.png|thumb|link=https://wiki.hornbill.com/images/1/1a/Bpmaddreleasetocalendar.png]]|<br />
Use this node to automatically add the Release to the Change Calendar|<br />
{{bullet1|Request ID|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Start Time From Now|Set the ''Start Time'' for this change based on years, months, days, hours, or minutes from when this node is reached in the workflow}}<br />
{{bullet1|End Time From Now|Set the ''End Time'' for this change based on years, months, days, hours, or minutes from when this node is reached in the workflow}}<br />
{{bullet1|Start Time (From Variable)|Set the ''Start Time'' for this change from a BPM Variable}}<br />
{{bullet1|End Time (From Variable)|Set the ''End Time'' for this change from a BPM Variable}}<br />
{{bullet1|Enforce Freeze Periods|Set this to ensure that the Start or End Dates are not set within a Change Freeze Period}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Remove From Change Calendar * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|removeReleaseFromCalendar|Remove from Change Calendar|<br />
[[File:bpmremovereleasefromcalendar.png|thumb|link=https://wiki.hornbill.com/images/e/ec/Bpmremovereleasefromcalendar.png]]|<br />
Use this node to automatically remove the Release from the Change Calendar|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Update Release Type * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|updateReleaseType|Release Type |<br />
[[File:bpmupdatereleasetype.png|thumb|link=https://wiki.hornbill.com/images/4/47/Bpmupdatereleasetype.png]]|<br />
Use this node to update the Release Type|<br />
{{bullet1|Request ID|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Release Type|Select from the pick list which type of Release will be set on this release}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}<br />
}}<br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Request Connections * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
==Request Connections==<br />
Use the Request Connections node at any stage in a process to automatically add additional contact's and or co-worker's to a request and define their connection type to the request. Other options include automatically emailing connections of different types, and removing one or all connections at any stage.<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Add Connection * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|AddConnection|Add Connection|<br />
[[File:bpmaddconnection.png|thumb|link=https://wiki.hornbill.com/images/a/ae/Bpmaddconnection.png]]|<br />
Use this node to add a connection to a request|<br />
{{bullet1|Request ID|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Connection Type|By Default this will include interested and Impacted but will also show any custom Connection Types which have been defined in the Simple Lists, and '''requestConnectionType''' option. Use this option to define what relationship the Connection will have to the request.}}<br />
{{bullet1|Co-worker|Choose which internal user will be added as a connection to the request}}<br />
{{bullet1|Contact|Choose which external user will be added to a connection to the request}}<br />
{{bullet1|Co-worker(From Variable)|Use the user id (h_user_id) from the h_sys_accounts table, or from the variable picker and picking the value returned from the user picker in a progressive capture custom form. Be sure to use the ''Raw'' value from the progressive capture outcome and not the ''Display Name''}}<br />
{{bullet1|Contact(From Variable)|Use the contact id (h_pk_id) from the h_sys_contacts table or or from the variable picker and picking the value returned from the user picker in a progressive capture custom form. Be sure to use the ''Raw'' value from the progressive capture outcome and not the ''Display Name''}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this node has completed}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Email Connections * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|EmailConnections|Email Connections|<br />
[[File:bpmemailconnections.png|thumb|link=https://wiki.hornbill.com/images/3/3c/Bpmemailconnections.png]]|<br />
Use this node to email connections of the request|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Mailbox Name|Specify the mailbox from which the email will be sent}}<br />
{{bullet1|Email Template Entity|This option can be set with the Entity name (e.g. Requests, ChangeRequests) that the supplied Email Template belongs to. The Entity name can be found in ''Templates'' Tile within the Hornbill Admin Tool. If not supplied, this option will be set to "Requests"}}<br />
{{bullet1|Email Template|Specify the email template which will be sent}}<br />
{{bullet1|Recipients|Specify if the email should be sent to '''All''' users, '''Internal''' users only, or '''External''' users only of the following '''Connection Type'''}}<br />
{{bullet1|Connection Type|Specify which connection types should receive the email notification}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this node has completed}}<br />
}}<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Remove All Connections * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|RemoveAllConnections|Remove All Connections|<br />
[[File:bpmremoveallconnections.png|thumb|link=https://wiki.hornbill.com/images/9/9d/Bpmremoveallconnections.png]]|<br />
Use this node to remove connections from the request|<br />
{{bullet1|Request Id|The request id of the request the connection(s) are being removed from. This should be set to Auto}}<br />
{{bullet1|Recipients|Controls which request connections are removed. Set to ''Auto'' to remove all connections or filter by Connection Type}}<br />
{{bullet1|Connection Type|Specify which connection types should be removed from the request}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this node has completed}}<br />
}}<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Remove Connection * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|RemoveConnection|Remove Connection|<br />
[[File:bpmremoveconnection.png|thumb|link=https://wiki.hornbill.com/images/5/55/Bpmremoveconnection.png]]|<br />
Use this node to remove specific connections from the request.|<br />
{{bullet1|Request Id|The Request Id of the request the connection(s) are being removed from. This should be set to Auto}}<br />
{{bullet1|CoWorker|Choose which internal user will be removed from the request }}<br />
{{bullet1|Contact|Choose which external user will be removed from the request}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this node has completed}}<br />
}}<br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Request Members * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
==Request Members==<br />
<br />
Use the Request Members node at any stage in a process to automatically add or remove another analyst or subject matter expert into a Request. Members can be added even if they do not have the rights to view the request type, nor the requests which belong to the team against which the request belongs. The added Member's rights will be elevated just for the specific Request. Members can be notified about being added via Hornbill Notifications, and or email depending on the following Service Manager system setting: '''guest.app.requests.notification.notificationType.members'''<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Add Request Member * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|AddRequestMember|Add Request Member|<br />
[[File:bpmaddrequestmember.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Bpmaddrequestmember.png]]|<br />
Use this node to add Service Manager analysts to the request. This option allows you to automatically add additional analysts to the request to assist with the resolution or as interested parties.|<br />
{{bullet1|Request Id|The Request Id of the request the connection(s) are being removed from. This should be set to Auto}}<br />
{{bullet1|Member|This option can contain the Co-worker to be added as a Request member. If supplied, "Member (From Variable)" option will be ignored.}}<br />
{{bullet1|Member (From Variable)|This option can contain the Co-worker to be added as a Request member. If supplied, "Member (From Variable)" option will be ignored}}<br />
}}<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Remove Request Member * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|RemoveRequestMember|Remove Request Member|<br />
[[File:bpmaremoverequestmember.png|thumb|link=https://wiki.hornbill.com/images/3/3c/Bpmaremoverequestmember.png]]|<br />
Use this option to remove members from a request.| <br />
{{bullet1|Request Id|The Request Id of the request the connection(s) are being removed from. This should be set to Auto}}<br />
{{bullet1|Member|This option can contain the Co-worker to be removed from the Request members. If supplied, "Member (From Variable)" option will be ignored}}<br />
{{bullet1|Member (From Variable)|This option can contain the Id of a Co-worker (h_user_id in h_sys_accounts table). This option should only be supplied if "Member" option is not set}}<br />
}}<br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Request Notices * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
== Request Notices ==<br />
<br />
Use this Hornbill Automation to add or remove a notice which is displayed at the top of the request.<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Add Notice * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|Add_Notice|Add Notice|<br />
[[File:bpmaddrequestnotice.png|thumb|link=https://wiki.hornbill.com/images/6/6f/Bpmaddrequestnotice.png]]|<br />
Use this Hornbill Automation to add a notice to the top of the request|<br />
{{bullet1|Request ID|The Request Id of the request the connection(s) are being removed from. This should be set to Auto}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Timeline Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}<br />
}}<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Remove Notice * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|Remove_Notice|Remove Notice|<br />
[[File:bpmremoverequestnotice.png|thumb|link=https://wiki.hornbill.com/images/6/6d/Bpmremoverequestnotice.png]]|<br />
Use this Hornbill Automation to remove one or all notices on a request|<br />
{{bullet1|Request ID|The Request Id of the request the connection(s) are being removed from. This should be set to Auto}}<br />
{{bullet1|Notice ID|The ID of the notice that needs removing. This can be taken as a variable from the output of the Hornbill Automation that created the notice}}<br />
{{bullet1|Notice Type|This will remove notices of the selected type. Information or Alert}}<br />
{{bullet1|Notice Text Contains|Remove any notice that contains this text}}<br />
{{bullet1|Notice Source|Remove notices based on the source. Either BPM Workflow or Manually added notices.}}<br />
{{bullet1|Notice Visibility|Remove notices that are set to a particular Visibility. Portals, Service Desk, or Both}}<br />
}}<br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Requests * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
==Requests==<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Access Control * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
==== Access Control ====<br />
<br />
Use the Access Control to lock or unlock the Details section or the Actions on a request. Only users with the appropriate application right (update locked requests) will be able to modify the details or use an Action once locked. This right has been added to the following roles: Incident Management Full Access, Change Management Full Access, Problem Management Full Access, Release Management Full Access, Service Request Full Access, and Service Desk Admin.<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Lock / Unlock Request Actions * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|LockRequestActions|Lock / Unlock Request Actions|<br />
[[File:bpmlockrequestactions.png|thumb|link=https://wiki.hornbill.com/images/3/3a/Bpmlockrequestactions.png]]|<br />
Locks or Unlocks the selected Actions on on a request. This includes sections that are associated to the actions|<br />
{{bullet1|Lock Update|Prevents the manual adding of an update to the Timeline}}<br />
{{bullet1|Lock Callback|Prevents the use of the Phone action}}<br />
{{bullet1|Lock Attach|Prevents the use of the Attach Action and the Attachments section of the request}}<br />
{{bullet1|Lock Link|Prevents the linking of requests to this request and stops the removal of linked requests in the requests section}}<br />
{{bullet1|Lock Linked Services|Prevents the linking of Services to this request and stops the removal of linked Services in the requests section}}<br />
{{bullet1|Lock Email|Prevents the sending of email}}<br />
{{bullet1|Lock Change Customer|Prevents the changing of the customer}}<br />
{{bullet1|Lock Assign|Prevents the request from being manually assigned or re-assigned}}<br />
{{bullet1|Lock Connections|Prevents further Connections from being added the removal of existing connections in the Connections section}}<br />
{{bullet1|Lock Escalate|Prevents the manual changing of the Priority}}<br />
{{bullet1|Lock Asset|Prevents the adding or removing of an asset}}<br />
{{bullet1|Lock Workaround|Prevents the accepting of a workaround being added on a Known Error}}<br />
{{bullet1|Lock Publish|Prevents the publishing of a Problem or Known Error record to the Self Service Portal}}<br />
{{bullet1|Lock Board|Prevents the request from being added to a board}}<br />
{{bullet1|Lock Schedule|Prevents the scheduling of a Change Request}}<br />
{{bullet1|Lock Solution|Prevents the ability to accept a solution provided to an Incident from a Problem or Known Error}}<br />
{{bullet1|Lock Resolve|Prevents a request from manually being resolved}}<br />
{{bullet1|Lock Cancel|Prevents a request from being cancelled}}<br />
{{bullet1|System Timeline Update|Use the provide System Timeline Update to show that a lock or unlock has taken place}}<br />
{{bullet1|Manual Timeline Update|Provide a custom Timeline Update message when a lock or unlock has taken place}}<br />
}}<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Lock Request Details * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|LockRequestDetails|Lock Request Details|<br />
[[File:bpmlockrequestdetails.png|thumb|link=https://wiki.hornbill.com/images/5/59/Bpmlockrequestdetails.png]]|<br />
Locks the Details section of a request from this point on in the workflow. Only users that have the '''update locked requests''' application right assigned to one of their roles will be able to update the request details.|<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}<br />
}}<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Unlock Request Details * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|UnlockRequestDetails|Unlock Request Details|<br />
[[File:bpmunlockrequestdetails.png|thumb|link=https://wiki.hornbill.com/images/7/7d/Bpmunlockrequestdetails.png]]|<br />
Unlocks the Details section of a request from this point on in the workflow. All users that have access to the request will be able to edit the Details section of the request.|<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}<br />
}}<br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Assessment * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
==== Assessment ====<br />
Use the Assessment node to initiate an Impact Assessment on a request<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Impact Assessment * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|ImpactAssessment|Impact Assessment|<br />
[[File:bpmimpactassessment.png|thumb|link=https://wiki.hornbill.com/images/e/e1/Bpmimpactassessment.png]]|<br />
This Hornbill Automation will present an Impact Assessment option on the ''Escalate Action'' of a request. When selected a user will be taken through a number of defined questions, and determined by their responses, an impact level will be automatically applied to the request.|<br />
{{bullet1|Assessment|The name of the assessment that you wish to run on the request}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}<br />
}}<br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Assignment * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
====Assignment====<br />
Use the Assignment node to automatically assign a request to different Service Manager users or teams.<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Assign to Service Team * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|AssignToServiceTeam|Assign to Service Team|<br />
[[File:bpmassigntoserviceteam.png|thumb|link=https://wiki.hornbill.com/images/6/6e/Bpmassigntoserviceteam.png]]|<br />
Assign to Service Team assigns the request to the team that supports the service. If no team supports the service that the request is logged against then the request is not assigned. If more than one team supports the service, the request is assigned to the team that has supported the service the longest. This automated task does not assign the request to an individual within the team(s) supported by the service.|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Use Request Service|Choose whether or not to use the service of the request. The default is No. If this parameter is set to Yes, it will override any other service specified as an input parameter}}<br />
{{bullet1|Service|The Service ID of the service which is supported by the team to be assigned to the request}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}<br />
}}<br />
<!-- ***************************************************************************************************************************** --><br />
<!-- * Assign to Team * --><br />
<!-- ***************************************************************************************************************************** --><br />
{{BPMAutomation|AssignToTeam|Assign to Team|<br />
[[File:bpmassigntoteam.png|thumb|link=link=https://wiki.hornbill.com/images/8/8a/Bpmassigntoteam.png|Assign to Team]]|<br />
Use this option to assign the request to a specified team. |<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
{{bullet1|Team|Select a team from the list of available teams that have been defined under the Organizational Data in Administration}}<br />
{{bullet1|Team (From Variable)|Assign to a Team based on a variable that has been populated using Progressive Capture or through the Get Information nodes}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}<br />
}}<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Assign to Owner * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|AssignToOwner|Assign to Owner|<br />
[[File:bpmassigntoowner.png|thumb|link=https://wiki.hornbill.com/images/e/e9/Bpmassigntoowner.png]]|<br />
Use this option to assign the request to a specific Service Manager analyst.|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''.}}<br />
{{bullet1|Team|The Team ID to be applied to the request}}<br />
{{bullet1|Owner|The user ID to be applied to the request}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}<br />
}}<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Assign to Owner (Variable) * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|AssignTOwnerVariable|Assign to Owner (Variable)|<br />
[[File:bpmassigntoownervariable.png|thumb|link=https://wiki.hornbill.com/images/e/e9/Bpmassigntoowner.png]]|<br />
Use this option to assign the request to a specific Service Manager analyst using a dynamic value provided by a runtime variable that has been populated using Progressive Capture or through the Get Information nodes|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
{{bullet1|Team|Select a team from the list of available teams that have been defined under the Organizational Data in Administration. If no team specified and if the designated owner is a member of multiple teams, the team that gets assigned will be the first team in a list of owner teams ordered by team name.}}<br />
{{bullet1|Owner|Assign to an analyst based on a variable that has been populated using Progressive Capture or through the Get Information nodes}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}<br />
}}<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Assign to Request Creator * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|AssignToRequestCreator|Assign to Request Creator|<br />
[[File:bpmassigntorequestcreator.png|thumb|link=https://wiki.hornbill.com/images/7/7c/Bpmassigntorequestcreator.png]]|<br />
Use this option to automatically assign the request to the Service Manager analyst who created / raised the request via Progressive Capture|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''.}}<br />
{{bullet1|Team|The Team ID to be applied to the request}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}} <br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Assign to Most Available * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|AssignToMostAvailableAnalyst|Assign to Most Available Analyst|<br />
[[File:bpmassigntomostavailable.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Bpmassigntomostavailable.png]]|<br />
Using ''Assign to Most Available Analyst'' is a great way to automatically assign out requests to the members of a team. This operation works on the basis of capacity. The system will look through the members of the selected team and will assign the request to the member who has the least amount of open requests. If more than one team member have an equal number of open requests and have the least amount of assigned requests, the system will allocate the request to the team member who has had the greatest amount of time pass since their last assignment.<br />
<br />
The system will take into account the user status which is found on their profile. If the user status is set to anything other than 'Available' that user/analyst/team member will not be considered as a request owner|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''.}}<br />
{{bullet1|Team|Select the team that you would like to participate in the Round Robin Assignment. This is a mandatory setting and must be set to Manual and have a team assigned.}}<br />
{{bullet1|Include Offline Users|This takes into account if the user is logged into Hornbill and have an active session. The default behavior (Auto) is to include offline users. Set this option to ''No'' if you don't want requests assigned to users that are not online. If all the team members are off-line, the request will be assigned to just the team.}}<br />
{{bullet1|Exclude On-hold Requests|If set to "Yes", when determining a user's availability, any requests that are on-hold will not be included when calculating availability. The default value is "No"}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Assign on Round Robin Basis * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|RoundRobin|Assign on Round Robin Basis|<br />
[[File:bpmroundrobin.png|thumb|link=https://wiki.hornbill.com/images/4/41/Bpmroundrobin.png|Round Robin BPM Operation]]|<br />
Using the ''Assign Round Robin'' is a great way to automatically assign out requests to the members of a team . The system will look through the members of the selected team and will assign the request to the member who has had the greatest amount of time pass since their last assignment. The system will take into account the user's status which is found on their profile. If the user's status is set to anything other than 'Available' that user will not be considered for assignment. This does not take into account the volume of requests assigned to each user.|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''}}<br />
{{bullet1|Team|Select the team that you would like to participate in the Round Robin Assignment. This is a mandatory setting and must be set to Manual and have a team assigned}}<br />
{{bullet1|Include Offline Users|This takes into account if the user is logged into Hornbill and have an active session. The default behavior (Auto) is to include offline users. Set this option to ''No'' if you don't want requests assigned to users that are not online. In order for Round Robin to work effectively, users must become disciplined in logging off Hornbill via the User menu located to the top right. Simply closing the browser window does not end a users session.}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Authorization * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Authorization Decision * --><br />
<!-- ****************************************************************************************************************************** --><br />
==== Authorisation Decision ====<br />
Use the Authorisation Decision node to mark on a Change or Service Request form if an authorization decision has been made.<br />
{{BPMAutomation|Approved|Approved|<br />
[[File:bpmapproved.png|thumb|link=https://wiki.hornbill.com/images/5/56/Bpmapproved.png]]|<br />
Use this Authorisation Decision node to mark on a Change or Service Request as being approved. The status of ''Approved'' will be displayed in the Information panel on the request.|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}<br />
}}<br />
{{BPMAutomation|Rejected|Rejected|<br />
[[File:bpmrejected.png|thumb|link=https://wiki.hornbill.com/images/d/d5/Bpmrejected.png]]|<br />
Use this Authorization Decision node to mark on a Change or Service Request as being rejected. The status of ''Rejected'' will be displayed in the Information panel on the request.|<br />
{{bullet1|<Name of Option>|<Description of Option>}}<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}<br />
}}<br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Collaboration * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
====Collaboration====<br />
<br />
Use the Collaboration node to post an automated update onto a public workspace at any stage in a process. This will be visible to members of the specified workspace, on the timeline of the workspace and their News Feeds. <br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Comment on Existing Public Workspace Post --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|CommentOnPost|Comment on Existing Public Workspace Post|<br />
[[File:bpmcommentonpost.png|thumb|link=https://wiki.hornbill.com/images/d/d3/Bpmcommentonpost.png]]|<br />
Use this node to automate the adding of a comment to an existing Post in a workspace. It will always look to add the comment to the most recent post from the request in the workspace. An example use case for this node, is to include the Comment Update after key milestones such as Logged, In progress, Resolved, Closed or Change Accepted, Scheduled, Implemented, Reviewed. This will allow members of the workspace to stay informed about request progress without the need to monitor lists or queues. This node will only be applicable if the '''Post to Public Workspace''' Node has been used and a Post already exists from the request in a Workspace.|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''}}<br />
{{bullet1|Workspace|The ID of the workspace where the comment will be posted}}<br />
{{bullet1|Content|The content of the comment to be added to the post}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}<br />
}}<br />
{{BPMAutomation|CommentOnRequestSourcePost|Comment on Request Source Post|<br />
[[File:bpmcommentonsourcepost.png|thumb|link=https://wiki.hornbill.com/images/8/88/Bpmcommentonsourcepost.png]]|<br />
Use this option when the source of the request is from a post in order to post a comment back to this source post.|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''}}<br />
{{bullet1|Content|The content of the comment to be added to the post}}<br />
{{bullet1|Include Id|Include the Request Id in the comment which will include a link in the comment, back to the request}}<br />
{{bullet1|Include Summary|Include the Summary of the request in the comment as part of the link back to the request}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}<br />
}}<br />
{{BPMAutomation|PostToPublicWorkspace|Post to Public Workspace|<br />
[[File:bpmposttoworkspace.png|thumb|link=https://wiki.hornbill.com/images/3/38/Bpmposttoworkspace.png]]|<br />
Use this node to add a new post to a specific workspace. This will allow you to post important information to Collaboration users pertaining to the request.<br />
<br />
One example of it's use would be during a Change Request, to let interested parties / stakeholders (Workspace Members) know that the Change had been accepted, scheduled and would therefore be being deployed. The member's of the workspace may not be Service Manager subscribed users, but their Collaboration subscription would enable them to be kept informed about Change, Problem, or Major Incident notifications by receiving notifications about the automated '''Posting''' from this node to their workspaces. |<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''}}<br />
{{bullet1|Workspace|The ID of the workspace where the comment will be posted}}<br />
{{bullet1|Content|The content of the comment to be added to the post}}<br />
{{bullet1|Include Id|Include the Request Id in the comment which will include a link in the comment, back to the request}}<br />
{{bullet1|Include Summary|Include the Summary of the request in the comment as part of the link back to the request}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}<br />
}}<br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Email Notifications * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
====Email Notifications==== <br />
Use the Email Notification nodes to send email templates to different Request stakeholders. Configuration options include recipient, which email template to use and which mailbox to send the email from.<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Email Contact --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|EmailContact|Email Contact|<br />
[[File:bpmemailcontact.png|thumb|link=https://wiki.hornbill.com/images/6/68/Bpmemailcontact.png]]|<br />
Use this node to send an email to a contact that has a contact record stored in Hornbill|<br />
<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
{{bullet1|Contact|Select a contact from the searchable pick list. Only contacts that have records stored in Hornbill will be available}}<br />
{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}<br />
{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}<br />
{{bullet1|Mailbox Name|Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under}}<br />
{{bullet1|Email From|Select the email address that you want listed as the sender.}}<br />
{{bullet1|Email Template Entity|Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as ''Auto'' to use the default ''Request'' entity.}}<br />
{{bullet1|Email Template|Select the email template that you want to use for this email}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}<br />
}}<br />
<!-- ***************************************************************************************************************************** --><br />
<!-- * Email Co-worker * --><br />
<!-- ***************************************************************************************************************************** --><br />
{{BPMAutomation|EmailCoworker|Email Co-worker|<br />
[[File:bpmemailcoworker.png|thumb|link=https://wiki.hornbill.com/images/b/b3/Bpmemailcoworker.png]]|<br />
Use this node to send an email to a Co-worker that has a user account in Hornbill|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
{{bullet1|Co-worker|Select a Co-worker from the searchable pick list. Only Co-workers that have accounts in Hornbill will be available}}<br />
{{bullet1|Co-worker (From Variable)|Set a Co-worker from a variable}}<br />
{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}<br />
{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}<br />
{{bullet1|Mailbox Name|Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under}}<br />
{{bullet1|Email From|Select the email address that you want listed as the sender.}} <br />
{{bullet1|Email Template Entity|Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as ''Auto'' to use the default ''Request'' entity.}}<br />
{{bullet1|Email Template|Select the email template that you want to use for this email}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}<br />
}}<br />
<!-- ***************************************************************************************************************************** --><br />
<!-- * Email Customer * --><br />
<!-- ***************************************************************************************************************************** --><br />
{{BPMAutomation|EmailCustomer|Email Customer|<br />
[[File:bpmemailcustomer.png|thumb|link=https://wiki.hornbill.com/images/2/23/Bpmemailcustomer.png]]|<br />
Use this node to send an email to the customer that is associated to the request|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}<br />
{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}<br />
{{bullet1|Mailbox Name|Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under}}<br />
{{bullet1|Email From|Select the email address that you want listed as the sender.}}<br />
{{bullet1|Email Template Entity|Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as ''Auto'' to use the default ''Request'' entity}}<br />
{{bullet1|Email Template|Select the email template that you want to use for this email}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}<br />
}}<br />
<!-- ***************************************************************************************************************************** --><br />
<!-- * Email Customer's Manager * --><br />
<!-- ***************************************************************************************************************************** --><br />
{{BPMAutomation|EmailCustomerManager|Email Customer Manager|<br />
[[File:bpmemailcustomermanager.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmemailcustomermanager.png]]|<br />
Use this node to send an email to the Manager of the customer that is associated to the request|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}<br />
{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}<br />
{{bullet1|Mailbox Name|Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under}}<br />
{{bullet1|Email From|Select the email address that you want listed as the sender.}}<br />
{{bullet1|Email Template Entity|Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as ''Auto'' to use the default ''Request'' entity. }}<br />
{{bullet1|Email Template|Select the email template that you want to use for this email}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}<br />
}}<br />
<!-- ***************************************************************************************************************************** --><br />
<!-- * Email External Address * --><br />
<!-- ***************************************************************************************************************************** --><br />
{{BPMAutomation|EmailExternalAddress|Email External Address|<br />
[[File:bpmemailexternal.png|thumb|link=https://wiki.hornbill.com/images/4/4a/Bpmemailexternal.png]]|<br />
Use this node to send an email to one or more email addresses that are not available within Hornbill|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
{{bullet1|External Addresses|Add one or more email addresses that are not held within Hornbill. Multiple email address must be separated by a comma. '''Note:''' Please ensure there is no trailing comma. This will create an additional, empty, address which will cause an error.}}<br />
{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}<br />
{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}<br />
{{bullet1|Mailbox Name|Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under}}<br />
{{bullet1|Email From|Select the email address that you want listed as the sender.}}<br />
{{bullet1|Email Template Entity|Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as ''Auto'' to use the default ''Request'' entity.}}<br />
{{bullet1|Email Template|Select the email template that you want to use for this email}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}<br />
}}<br />
<!-- **************************************************************************************************************************** --><br />
<!-- * Email Request Owner * --><br />
<!-- **************************************************************************************************************************** --><br />
{{BPMAutomation|EmailOwner|Email Request Owner|<br />
[[File:bpmemailowner.png|thumb|link=https://wiki.hornbill.com/images/e/ea/Bpmemailowner.png]]|<br />
Use this node to send an email to the owner of the request|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}<br />
{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}<br />
{{bullet1|Mailbox Name|Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under}}<br />
{{bullet1|Email From|Select the email address that you want listed as the sender.}}<br />
{{bullet1|Email Template Entity|Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as ''Auto'' to use the default ''Request'' entity.}}<br />
{{bullet1|Email Template|Select the email template that you want to use for this email}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Get Request Information * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
====Get Request Information====<br />
Use the Get Request Information node at any stage in a process and preceding another process node when you want to make the variables of the Request available. Variables may include Customer, Status, Site, Priority, or any Answers to Customer defined questions from different Progressive capture forms or attributes of the customer or organisation of the request the business process is running against.<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Customer Details * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Customer_Details|Customer Details|<br />
[[File:bpmgetcustomerdetails.png|thumb|link=https://wiki.hornbill.com/images/3/3a/Bpmgetcustomerdetails.png]]|<br />
Use this option at the start of a stage or preceding a task, authorisation, or decision node to load the Customer's organisations details (variables) into the stage, and to make them available to other node operations where you may wish to specify or refer to '''Variable''' values from the customer of the request.|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Source Email Details * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Source_Email_Details|Source Email Details|<br />
[[File:bpmsourceemaildetails.png|thumb|link=https://wiki.hornbill.com/images/a/ad/Bpmsourceemaildetails.png]]|<br />
When the origin of a Request is an email (i.e. raised via Routing Rules or Email View), this option can be used to retrieve the details of the email message. This includes FROM address, TO address, subject, content, date sent and date received. You can use the Variable Picker or the Expressions Builder to make a decision on the retrieved details.|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Organisation Details * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Organisation_Details|Organisation Details|<br />
[[File:bpmorganisationdetails.png|thumb|link=https://wiki.hornbill.com/images/1/1c/Bpmorganisationdetails.png]]|<br />
Use this option at the start of a stage or preceding a task, authorisation, or a decision node to load the Customer's Organisations details to make them available as variables to other node operations where you may wish to specify or refer to values from the customer's organisation associated to the request.|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Owner Details * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|GetRequestInfoOwner|Owner Details|<br />
[[File:getrequestownerbpm.png|thumb|link=https://wiki.hornbill.com/images/8/8b/Getrequestownerbpm.png]]|<br />
Use this operation when you need to use information about the owner of the request for making decisions or to populate other BPM operations with this data. This operation will populate a number of variables that represent the information about the owner of the request.|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Request Details * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|GetRequestInfoRequestDetails|Request Details|<br />
[[File:getrequestdetailsbpm.png|thumb|link=https://wiki.hornbill.com/images/b/bb/Getrequestdetailsbpm.png]]|<br />
Use this operation when you need to use information held within a request for making decisions or to populate other BPM operations with this data. This operation will populate a number of variables that represent the information held within a request.| <br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Progressive Capture Answers * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Progessive_Capture_Answers|Progressive Capture Answers|<br />
[[File:bpmprogressivecaptureanswers.png|thumb|link=https://wiki.hornbill.com/images/d/d7/Bpmprogressivecaptureanswers.png]]|<br />
Use this option before a '''Decision''' node, if you want to load into the process the '''Answers''' from Progressive Capture Custom Forms. By selecting this option, you can load and make available the answers to progressive capture custom forms, to then evaluate in following '''Decision''' nodes. <br />
<br />
An example of the use of this node could be if you have created a custom form which asked questions about a new start, and one of these questions was to determine which Department they would be joining, it is feasible in your business process that you may wish to check the answer value, and if it was '''Sales''' then branch in one direction, and if it was '''Accounts''' you may want to branch in another direction. Using the Get Request Information > Progressive Capture Answers will allow these answers to be evaluated in a supporting business process.|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Service Details * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Service_Details|Service Details|<br />
[[File:bpmservicedetails.png|thumb|link=https://wiki.hornbill.com/images/1/10/Bpmservicedetails.png]]|<br />
Use this operation to extract details of the service that is set against a request in order to use the Service Details to use with decision node outcomes within your workflow.|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Site Details * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|GetRequestInfoRequestDetails|Site Details|<br />
[[File:getrequestsitebpm.png|thumb|link=https://wiki.hornbill.com/images/0/0a/Getrequestsitebpm.png]]|<br />
Use this operation when you need to use information held within a request for making decisions or to populate other BPM operations with this site details. This operation will populate a number of variables that represent the site information held within a request.|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Team Details * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|GetTeamDetails|Team Details|<br />
[[File:getteamdetails.png|thumb|link=https://wiki.hornbill.com/images/a/a2/Getteamdetails.png]]|<br />
Use this operation when you need to get information about the team that the request is assigned to. This can be used for making decisions or to populate other BPM operations with this team details. Team Manager and Team Lead information can also be returned to help with notifications and assignments for important requests.| <br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
}}<br />
<br />
====Integration====<br />
<br />
Use the Integration node at any stage of a process, where you wish to invoke specific actions against a 3rd party application from the available list of applications.<br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Create Jira Request <br />
<div class="mw-collapsible-content"><br />
::Requests > Integration > Create Jira Request<br />
[[File:Creat_Jira_Request.png|600px]]<br />
<br />
Create a new request in a specific Jira instance and against a parent project. Using this option will create a new request in Jira, of the required type. <br />
*This will pass the summary and description of the Service Manager request to the newly created request in Jira, and then pass back the Jira request id into the '''External Reference''' field on the Service Manager request if successful, as well as include an update in the request timeline if required, with a hyperlink to the request in Jira. If the request to raise a request fails, this will also be written to the Service Manager Timeline with the reason for the failure to create.<br />
<br />
The following options need to be Configured:<br />
<br />
*'''Request id:''' Leave as Auto to pick up on the Request id against which the process is running.<br />
*'''Use App Settings:''' Set to Yes if you want to use the global values you can define in the system settings for Service Manager (Home > Service Manager > Application), select No if you want to manually set the values to use for this specific node.<br />
<br />
If selecting Yes, the following system settings will need to have been set and will be used:<br />
<br />
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.issueType''': This is the Jira Issue type which will be created - Bug, Improvement, New Feature, Task or custom created on your Jira instance.<br />
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.userName''': The Username of the account in Jira which the new request will be created under.<br />
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.password''': The Password for the user account in Jira which the new request will be created under.<br />
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.projectName''': The Parent Project to which the new request will belong.<br />
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.url''': The full URL for the Jira instance against which the new request will be created.<br />
<br />
If selecting No the following options will need to be manually set<br />
<br />
*'''URL:''' The full URL for the Jira instance against which the new request will be created.<br />
*'''Project Name:''' The Parent Project to which the new request will belong.<br />
*'''Issue Type:''' This is the Jira Issue type which will be created - Bug, Improvement, New Feature, Task or custom created on your Jira instance.<br />
*'''Username:''' The Username of the account in Jira which the new request will be created under.<br />
*'''Password:''' The Password for the user account in Jira which the new request will be created under.<br />
<br />
In either case the following can also be configured manually.<br />
<br />
*'''Update Timeline:''' Leave this as Auto if you want the Service Manager Request Timeline to be updated to record the fact that a Request has been created in Jira, and for the update to contain a hyperlink to the newly created request in Jira (as shown below)<br />
[[File:Jira_Create.png|600px]]<br />
</div><br />
</div><br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Add Jira Request Comment<br />
<div class="mw-collapsible-content"><br />
::Requests > Integration > Add Jira Request Comment<br />
[[File:Add_Jira_Comment.png|600px]]<br />
<br />
Add a comment to an existing Jira request.<br />
* This option will allow for a predefined comment to be added to a specific Jira Request. The configured comment will be added to the Jira request id, which is held in the '''External Reference''' field of the Service Manager request, against which this node is invoked from it's underlying business process. In most cases this will have been created automatically by using the '''Create Jira Request''' earlier in the same business process, but the Jira Request id can have been added manually to the Service Manager request '''External Reference''' field as well. <br />
<br />
The following options need to be Configured:<br />
<br />
*'''Request id:''' Leave as Auto to pick up on the Request id against which the process is running.<br />
*'''Use App Settings:''' Set to Yes if you want to use the global values you can define in the system settings for Service Manager (Home > Service Manager > Application), select No if you want to manually set the values to use for this specific node.<br />
<br />
If selecting Yes, the following system settings will need to have been set and will be used:<br />
<br />
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.userName''': The Username of the account in Jira which the new comment will be created under.<br />
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.password''': The Password for the user account in Jira which the new comment will be created under.<br />
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.url''': The full URL for the Jira instance against which the new request comment will be added.<br />
<br />
If selecting No the following options will need to be manually set<br />
<br />
*'''URL:''' The full URL for the Jira instance against which the new request will be created.<br />
*'''Username:''' The Username of the account in Jira which the new comment will be created under.<br />
*'''Password:''' The Password for the user account in Jira which the new request comment will be added.<br />
<br />
In either case the following will also need to be configured manually.<br />
<br />
*'''Comment:''' Configure the message content which will be added to the Jira Request<br />
*'''Update Timeline:''' Leave this as Auto if you want the Service Manager Request Timeline to be updated to record the fact that a comment has been added to a request in Jira, and for the timeline update to contain a hyperlink to the newly created comment in the Jira request (as shown below)<br />
[[File:Jira_Comment.png|600px]]<br />
<br />
This will add the Comment into the '''Comments''' tab of the Activity section on the Jira request as shown below.<br />
[[File:Jira_Comment_Jira.png|600px]]<br />
</div><br />
</div><br />
<br />
<!-- ******************************************************** START OF NEW REQUEST ********************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
<div id="integrationnewrequest"></div><br />
* Log New Service Request<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:bpmintegrationrequest.png|thumb|link=https://wiki.hornbill.com/images/a/a6/Bpmintegrationrequest.png|Log New Request]]<br />
==== Log New Service Request ====<br />
This node can be used by other Hornbill apps to raise requests within Service Manager. <br />
==== Options ====<br />
:* ''' Summary''' <br />
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary<br />
:* ''' Description''' <br />
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description <br />
:* ''' Service '''<br />
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list<br />
:* ''' Catalog Item '''<br />
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item<br />
:* ''' Priority '''<br />
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list<br />
:* ''' Category '''<br />
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.<br />
:* ''' Team '''<br />
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list <br />
:* ''' Owner '''<br />
:: To add an Owner to the new request, set to ''Manual'' and select start typing the name of the user and then select them from the pick list<br />
:* ''' Site '''<br />
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list <br />
:* ''' Status '''<br />
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list <br />
:* '''System Timeline Update'''<br />
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''<br />
:* ''' Manual Timeline Update '''<br />
:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.<br />
:* ''' Visibility'''<br />
:: Set the Visibility of the Timeline Entry if one is provided.<br />
|}<br />
</div><br />
</div><br />
</div><br />
<!-- **************************************END OF OPERATION DOCUMENTATION***************************************************** --><br />
<br />
====Linked Requests====<br />
Use the Linked Requests node to automatically post updates and resolve linked Requests. Linked requests are those that have been linked using the Link Action Item on a request form. <br />
<br />
<!-- ******************************* START OF RESOLVE LINKED REQUESTS ******************************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Resolve Linked Requests<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:bpmresolvelinkedrequest.png|thumb|link=https://wiki.hornbill.com/images/1/19/Bpmresolvelinkedrequest.png|Resolve Linked Requests]]<br />
<br />
==== Resolve Linked Requests ====<br />
This option allows you at specific times in a process to resolve linked requests. The options include defining the update text which will be added to the linked requests, as well as setting granular options to decide which linked request types should be updated. For example you may only want the Incidents from the Problem to receive the update, and not the Change, which the Problem is also linked too. <br />
<br />
==== Options ====<br />
:* '''Request ID'''<br />
:: This value is automatically applied. Leave this setting as ''Auto''<br />
:* '''Request Type'''<br />
:: When set, only the request type that is selected will be resolved. When not set, all linked requests will be resolved<br />
:* '''Status'''<br />
:: Select the status that you wish to set the linked requests to. Either '''Resolve''' or '''Close'''<br />
:* '''Visibility'''<br />
:: Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals. <br />
:* '''System Timeline Update'''<br />
::Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update'''<br />
::Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Stop Timers'''<br />
:: If there are Service Level Target Timers (Response or Resolution) on the linked request, these timers will be stopped and the Target marked<br />
:* '''Notify Owner'''<br />
:: Notify the owner of any linked request when resolved. The type of notification will be based on the Service Manager application settings<br />
::: '''guest.app.requests.notification.notificationType.teamLinkedRequestResolveAction'''<br />
::: '''guest.app.requests.notification.notificationType.teamLinkedRequestResolveAction'''<br />
:* '''Email Customer'''<br />
:: Send an email to Customer of the linked requests. Requires that the Mailbox Name and Email Template are selected<br />
:* '''Mailbox Name'''<br />
:: Name of the mailbox from which to send a customer email when the Email Customer option is set to ''Yes''<br />
:* '''Email Template'''<br />
:: Name of the Email Template to use when the Email Customer option is set to ''Yes''<br />
|}<br />
</div><br />
</div><br />
</div><br />
<br />
<!-- **************************************START OF UPDATE LINKED REQUESTS***************************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Update Linked Requests<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:bpmupdatelinkedrequests.png|thumb|link=https://wiki.hornbill.com/images/6/64/Bpmupdatelinkedrequests.png|Update Linked Requests]]<br />
<br />
==== Update Linked Requests ====<br />
This option allows you at specific times in a process to update linked requests. The options include defining the update text which will be added to the linked requests, as well as setting granular options to decide which linked request types should be updated. For example you may only want the Incidents from the Problem to receive the update, and not the Change, which the Problem is also linked too. <br />
<br />
==== Options ====<br />
:* '''Request ID'''<br />
:: This value is automatically applied. Leave this setting as ''Auto''<br />
:* '''Content'''<br />
:: Provide the text that you would like to include in the update<br />
:* '''Visibility'''<br />
:* Set the visibility level for the update. Decide if this is only for the team, or if it should be a customer facing update which the customer can view via the timeline of the requests on the portals.<br />
:* '''Request Type'''<br />
:: Select a specific request type where only the linked requests of this type will be updated<br />
:* '''Update Closed Requests'''<br />
:: Set if the update should also be applied to any linked requests which have a closed status.<br />
:* '''System Timeline Update'''<br />
:: Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update''' <br />
:: Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
|}<br />
</div><br />
</div><br />
</div><br />
<!-- **************************************END OF OPERATION***************************************************** --><br />
<br />
==== Log Requests ====<br />
Use the Log Request to automatically raise another request at a particular point in the workflow. <br />
<!-- ****************************************************** START OF OPERATION *********************************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
<div id="LogNewChange"></div><br />
* Log New Change<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:bpmlognewchange.png|thumb|link=https://wiki.hornbill.com/images/d/da/Bpmlognewchange.png|Log New Change]]<br />
:* '''Request ID'''<br />
:: This is an automatic option and should be set to ''Auto''<br />
:* ''' Summary''' <br />
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary<br />
:* ''' Description''' <br />
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description <br />
:* ''' Service '''<br />
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list. If a Service is specified without a Catalog Item, the BPM workflow set against this request type on the Service Configuration will be used on the new request.<br />
:* ''' Catalog Item '''<br />
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item. If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.<br />
:* ''' Priority '''<br />
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list<br />
:* ''' Category '''<br />
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.<br />
:* ''' Team '''<br />
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list <br />
:* ''' Owner '''<br />
:: To add an Owner to the new request, set to ''Manual'' and select start typing the name of the user and then select them from the pick list<br />
:* ''' Site '''<br />
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list <br />
:* ''' Status '''<br />
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list <br />
:* ''' Copy Customer? '''<br />
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Summary? '''<br />
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Description? '''<br />
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Service? '''<br />
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Priority? '''<br />
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Category? '''<br />
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Team? '''<br />
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Owner? '''<br />
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Site? '''<br />
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Status? '''<br />
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Questions? '''<br />
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' System Timeline Update '''<br />
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''<br />
:* ''' Manual Timeline Update '''<br />
:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.<br />
:* ''' Visibility'''<br />
:: Set the Visibility of the Timeline Entry if one is provided.<br />
|}<br />
</div><br />
</div><br />
</div><br />
<br />
<!-- ****************************************************** START OF OPERATION *********************************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
<div id="LogNewIncident"></div><br />
* Log New Incident<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:lognewincident.png|thumb|link=https://wiki.hornbill.com/images/6/65/Lognewincident.png|Log New Incident]]<br />
:* '''Request ID'''<br />
:: This is an automatic options and should be set to ''Auto''<br />
:* ''' Summary''' <br />
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary<br />
:* ''' Description''' <br />
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description <br />
:* ''' Service '''<br />
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list. If a Service is specified without a Catalog Item, the BPM workflow set against this request type on the Service Configuration will be used on the new request.<br />
:* ''' Catalog Item '''<br />
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item. If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.<br />
:* ''' Priority '''<br />
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list<br />
:* ''' Category '''<br />
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.<br />
:* ''' Team '''<br />
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list <br />
:* ''' Owner '''<br />
:: To add an Owner to the new request, set to ''Manual'' and select start typing the name of the user and then select them from the pick list<br />
:* ''' Site '''<br />
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list <br />
:* ''' Status '''<br />
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list <br />
:* ''' Copy Customer? '''<br />
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Summary? '''<br />
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Description? '''<br />
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Service? '''<br />
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Priority? '''<br />
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Category? '''<br />
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Team? '''<br />
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Owner? '''<br />
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Site? '''<br />
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Status? '''<br />
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Questions? '''<br />
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' System Timeline Update '''<br />
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''<br />
:* ''' Manual Timeline Update '''<br />
:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.<br />
:* ''' Visibility'''<br />
:: Set the Visibility of the Timeline Entry if one is provided.<br />
|}<br />
</div><br />
</div><br />
</div><br />
<!-- ****************************************************** START OF OPERATION *********************************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
<div id="LogNewKnownError"></div><br />
* Log New Known Error<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:bmplognewke.png|thumb|link=https://wiki.hornbill.com/images/f/ff/Bmplognewke.png|Log New Known Error]]<br />
:* '''Request ID'''<br />
:: This is an automatic options and should be set to ''Auto''<br />
:* ''' Summary''' <br />
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary<br />
:* ''' Description''' <br />
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description <br />
:* ''' Service '''<br />
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list. If a Service is specified without a Catalog Item, the BPM workflow set against this request type on the Service Configuration will be used on the new request.<br />
:* ''' Catalog Item '''<br />
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item. If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.<br />
:* ''' Priority '''<br />
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list<br />
:* ''' Category '''<br />
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.<br />
:* ''' Team '''<br />
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list <br />
:* ''' Owner '''<br />
:: To add an Owner to the new request, set to ''Manual'' and select start typing the name of the user and then select them from the pick list<br />
:* ''' Site '''<br />
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list <br />
:* ''' Status '''<br />
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list <br />
:* ''' Copy Customer? '''<br />
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Summary? '''<br />
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Description? '''<br />
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Service? '''<br />
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Priority? '''<br />
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Category? '''<br />
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Team? '''<br />
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Owner? '''<br />
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Site? '''<br />
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Status? '''<br />
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Questions? '''<br />
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' System Timeline Update '''<br />
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''<br />
:* ''' Manual Timeline Update '''<br />
:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.<br />
:* ''' Visibility'''<br />
:: Set the Visibility of the Timeline Entry if one is provided.<br />
|}<br />
</div><br />
</div><br />
</div><br />
<br />
<!-- ****************************************************** START OF OPERATION *********************************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
<div id="LogNewProblem"></div><br />
* Log New Problem<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:bmplognewproblem.png|thumb|link=https://wiki.hornbill.com/images/b/bb/Bmplognewproblem.png|Log New Problem]]<br />
:* '''Request ID'''<br />
:: This is an automatic options and should be set to ''Auto''<br />
:* ''' Summary''' <br />
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary<br />
:* ''' Description''' <br />
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description <br />
:* ''' Service '''<br />
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list. If a Service is specified without a Catalog Item, the BPM workflow set against this request type on the Service Configuration will be used on the new request.<br />
:* ''' Catalog Item '''<br />
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item. If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.<br />
:* ''' Priority '''<br />
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list<br />
:* ''' Category '''<br />
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.<br />
:* ''' Team '''<br />
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list <br />
:* ''' Owner '''<br />
:: To add an Owner to the new request, set to ''Manual'' and select start typing the name of the user and then select them from the pick list<br />
:* ''' Site '''<br />
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list <br />
:* ''' Status '''<br />
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list <br />
:* ''' Copy Customer? '''<br />
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Summary? '''<br />
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Description? '''<br />
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Service? '''<br />
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Priority? '''<br />
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Category? '''<br />
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Team? '''<br />
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Owner? '''<br />
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Site? '''<br />
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Status? '''<br />
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Questions? '''<br />
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' System Timeline Update '''<br />
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''<br />
:* ''' Manual Timeline Update '''<br />
:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.<br />
:* ''' Visibility'''<br />
:: Set the Visibility of the Timeline Entry if one is provided.<br />
|}<br />
</div><br />
</div><br />
</div><br />
<br />
<!-- ****************************************************** START OF OPERATION *********************************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
<div id="LogNewRelease"></div><br />
* Log New Release<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:bmplognewrelease.png|thumb|link=https://wiki.hornbill.com/images/e/ea/Bmplognewrelease.png|Log New Release]]<br />
:* '''Request ID'''<br />
:: This is an automatic options and should be set to ''Auto''<br />
:* ''' Summary''' <br />
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary<br />
:* ''' Description''' <br />
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description <br />
:* ''' Service '''<br />
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list. If a Service is specified without a Catalog Item, the BPM workflow set against this request type on the Service Configuration will be used on the new request.<br />
:* ''' Catalog Item '''<br />
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item. If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.<br />
:* ''' Priority '''<br />
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list<br />
:* ''' Category '''<br />
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.<br />
:* ''' Team '''<br />
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list <br />
:* ''' Owner '''<br />
:: To add an Owner to the new request, set to ''Manual'' and select start typing the name of the user and then select them from the pick list<br />
:* ''' Site '''<br />
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list <br />
:* ''' Status '''<br />
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list <br />
:* ''' Copy Customer? '''<br />
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Summary? '''<br />
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Description? '''<br />
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Service? '''<br />
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Priority? '''<br />
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Category? '''<br />
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Team? '''<br />
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Owner? '''<br />
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Site? '''<br />
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Status? '''<br />
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Questions? '''<br />
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' System Timeline Update '''<br />
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''<br />
:* ''' Manual Timeline Update '''<br />
:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.<br />
:* ''' Visibility'''<br />
:: Set the Visibility of the Timeline Entry if one is provided.<br />
|}<br />
</div><br />
</div><br />
</div><br />
<br />
<!-- ****************************************************** START OF OPERATION *********************************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
<div id="LogNewRequest"></div><br />
* Log New Request<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:bmplognewrequest.png|thumb|link=https://wiki.hornbill.com/images/0/05/Bmplognewrequest.png|Log New Request]]<br />
:* '''Request ID'''<br />
:: This is an automatic options and should be set to ''Auto''<br />
:* ''' Summary''' <br />
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary<br />
:* ''' Description''' <br />
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description <br />
:* ''' Service '''<br />
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list. If a Service is specified without a Catalog Item, the BPM workflow set against this request type will be used on the new request.<br />
:* ''' Catalog Item '''<br />
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item. If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.<br />
:* ''' Priority '''<br />
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list<br />
:* ''' Category '''<br />
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.<br />
:* ''' Team '''<br />
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list <br />
:* ''' Owner '''<br />
:: To add an Owner to the new request, set to ''Manual'' and select start typing the name of the user and then select them from the pick list<br />
:* ''' Site '''<br />
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list <br />
:* ''' Status '''<br />
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list <br />
:* ''' Copy Customer? '''<br />
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Summary? '''<br />
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Description? '''<br />
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Service? '''<br />
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Priority? '''<br />
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Category? '''<br />
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Team? '''<br />
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Owner? '''<br />
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Site? '''<br />
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Status? '''<br />
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Questions? '''<br />
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' System Timeline Update '''<br />
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''<br />
:* ''' Manual Timeline Update '''<br />
:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.<br />
:* ''' Visibility'''<br />
:: Set the Visibility of the Timeline Entry if one is provided.<br />
|}<br />
</div><br />
</div><br />
</div><br />
<br />
<br />
{{infobox|Using these options in your business processes, please be aware of where you are invoking them / placing them in the workflow, and in turn which business processes are going to be invoked against the new Incident or Service Request raised. Please avoid scenario's where one business process may invoke the logging of a new request, where the new request's business process immediately is configured to log a new request which again has a business process which again logs another request immediately creating a loop. The result of which may be a lot of unwanted requests. In the event this occurs, disable the causing business process and resolve the issue.}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Questions * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
=== Questions ===<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Delete Questions * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Delete_Questions|Delete Questions|<br />
[[File:bpmdeletequestions.png|thumb|link=https://wiki.hornbill.com/images/2/26/Bpmdeletequestions.png]]|<br />
This Hornbill Automation will delete the entire Questions section on a request. This can be used to remove this information once it has performed its use and it no longer required. |<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Timeline Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}<br />
}}<br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Request Service * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
===Request Service===<br />
<br />
Use the Request Service node, if you wish to automate the availability status setting of the service associated to a request. It can be useful to automate the settings of of a services availability status to both the support community and the subscribed customers of a service, both when a request has been raised and or when it has been resolved, and normal service and availability is resumed.<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Update Service Status * --><br />
<!-- ****************************************************************************************************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Update Service Status<br />
<div class="mw-collapsible-content"><br />
:* '''Request ID''' - This is an automatic options and should be set to ''Auto''<br />
:* '''Status''' - Select the Status to set the Service's Availability too, or choose No Status if no Status is required to be displayed for the Service. <br />
:* '''Status Message''' - An optional message to be displayed alongside the Status - this will be visible to both analysts supporting the service, and customers subscribed to the service.<br />
[[File:Update_Request_Service_Status.png|centre|600px]]<br />
</div><br />
</div><br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Suspend Requests * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
===Suspend===<br />
<br />
Use the Suspend nodes if you wish to suspend the progress of the workflow until a defined action is performed manually on the Request. This could include waiting for a Priority to be set, a Customer added, Ownership set or the Resolution defined. Configuration options include the ability to specify the context (which Action Bar icon) the Request will appear in whilst waiting for the Suspend (manual action) to be performed. <br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Await Expiry * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Await_Expiry|Await Expiry|<br />
[[File:bpmwaitforexpiry.png|thumb|link=https://wiki.hornbill.com/images/2/29/Bpmwaitforexpiry.png]]|<br />
Use this suspend node to suspend a Request's workflow until the expire period has been reached.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue. If you wish to use a date/time for expiry, set this option to "ignore" and set the'Expire Date/Time' option below instead.}}<br />
{{bullet1|Expiry Date/Time|This option determines when the node expires. A date/time value must be supplied (e.g. 2040-01-01T12:00:00Z) which can be injected from the Variable Picker. If the "expire period" option has been set, any value in this 'Expire Date/Time' option will be disregarded.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for List of Request Authorisers * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Request_Authorisers|Wait for List of Request Authorisers|<br />
[[File:bpmwaitforlistofapprovers.png|thumb|link=https://wiki.hornbill.com/images/8/89/Bpmwaitforlistofapprovers.png]]|<br />
Use this Hornbill Automation to present an Authorization Action on a request form that lets you manually assign authorisers at a particular point in the BPM Workflow. Once all authorisers have been submitted, an authorisation task will be sent to all the selected users (''Requests > Suspend > List of Request Authorisers'')|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Authorisation Type|There are three available Authorization Types. ''Individual'' - Only one of the selected authorizers will be required to approve the authorization in order to proceed. ''Majority'' - At least half of the selected authorizers will be required to approve the authorization in order to proceed. ''Unanimous'' - All of the selected authorizers must approve the authorization in order to proceed.}}<br />
{{bullet1|Use Previous Authorisers|If a list of authorisers had previously been selected in a preceding authorisation, selecting 'Yes' will reuse this list of authorisers}}<br />
{{bullet1|Service Owner|Selecting ''Yes'' will automatically include the owner of the service that the requests is raised against, to the list of authorizers}}<br />
{{bullet1|Linked Services Owners|Selecting ''Yes'' will automatically include the owners of the services that are linked to the request, to the list of authorizers}}<br />
{{bullet1|Linked Assets Owners|Selecting ''Yes'' will automatically include the owners of the assets that are linked to the request, to the list of authorizers}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
<br />
:[[File:Information.png|14px|text-top|Information]] Once the authorisers have been submited the ''Auto Assign Authorisation'' BPM node is used to distribute the authorisation tasks. The ''Auto Assign Authorisation'' BPM Node must follow the ''Wait for List of Request Authorisors'' BPM Node, either immediately after or later on in the workflow at the point when you want the authorisations to be sent out. <br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Request Closure * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Request_Closure|Wait for Request Closure|<br />
[[File:bpmwaitforclosure.png|thumb|link=https://wiki.hornbill.com/images/0/0a/Bpmwaitforclosure.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until the request has a status of ''closed''.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Request Closure Category * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Request_Closure_Category|Wait for Request Closure Category|<br />
[[File:bpmwaitforclosurecategory.png|thumb|link=https://wiki.hornbill.com/images/2/2b/Bpmwaitforclosurecategory.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until the Closure Category has been set.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Customer * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Customer|Wait for Customer|<br />
[[File:bpmwaitforcustomer.png|thumb|link=https://wiki.hornbill.com/images/a/a2/Bpmwaitforcustomer.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until the Customer has been set.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ***************************************************************************************************************************** --><br />
<!-- * Wait for Feedback * --><br />
<!-- ***************************************************************************************************************************** --><br />
{{BPMAutomation|SuspendAndWaitForFeedback|Wait for Feedback|<br />
[[File:bpmswaitforfeedback.png|thumb|link=https://wiki.hornbill.com/images/8/83/Bpmswaitforfeedback.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until the Customer has provided feedback on the request.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ************************************************************************************************************** --><br />
<!-- * Wait for Request Description * --><br />
<!-- ************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Request_Description|Wait for Request Description|<br />
[[File:bpmwaitfordescription.png|thumb|link=https://wiki.hornbill.com/images/a/ad/Bpmwaitfordescription.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until a description has been provided on the request.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ************************************************************************************************************** --><br />
<!-- * Wait for Request Email * --><br />
<!-- ************************************************************************************************************** --><br />
{{BPMAutomation|waitForRequestEmail|Wait for Request Email|<br />
[[File:bpmwaitforrequestemail.png|thumb|link=https://wiki.hornbill.com/images/a/a1/Bpmwaitforrequestemail.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until an email has been sent from the request.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- **************************************************************************************************************************** --><br />
<!-- * Wait for External Reference * --><br />
<!-- **************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_External_Reference|Wait for External Reference|<br />
[[File:bpmwaitforexternalreference.png|thumb|link=https://wiki.hornbill.com/images/9/9c/Bpmwaitforexternalreference.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until an external reference has been provided.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ***************************************************************************************************************************** --><br />
<!-- * Wait for Impact Assessment * --><br />
<!-- ***************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Impact_Assessment|Wait for Impact Assessment|<br />
[[File:bpmwaitforimpactassessment.png|thumb|link=https://wiki.hornbill.com/images/c/c9/Bpmwaitforimpactassessment.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until an Impact Assessment has been completed|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ***************************************************************************************************************************** --><br />
<!-- * Wait for Linked Asset * --><br />
<!-- ***************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Linked_Assets|Wait for Linked Assets|<br />
[[File:bpmwaitforlinkedassets.png|thumb|link=https://wiki.hornbill.com/images/d/df/Bpmwaitforlinkedassets.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until one or more Assets have been linked to the request|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ************************************************************************************************************** --><br />
<!-- * Wait for Linked Request Update * --><br />
<!-- ************************************************************************************************************** --><br />
{{BPMAutomation|waitForLinkedRequestUpdate|Wait for Linked Request Update|<br />
[[File:bpmwaitforlinkedrequestupdate.png|thumb|link=https://wiki.hornbill.com/images/f/fc/Bpmwaitforlinkedrequestupdate.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until an update has been made on a linked request.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Request Type|This limits the suspend to only wait for updates from linked requests of the selected type}}<br />
{{bullet1|Linked Request ID|This limits the suspend to only wait for updates from a linked request with provided Request ID. This can use variables to automatically populate this information.}}<br />
{{bullet1|Contains|Include a string of text which will match the text within the linked request's timeline}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ***************************************************************************************************************************** --><br />
<!-- * Wait for Linked Services * --><br />
<!-- ***************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Linked_Services|Wait for Linked Services|<br />
[[File:bpmwaitforlinkedservice.png|thumb|link=https://wiki.hornbill.com/images/6/61/Bpmwaitforlinkedservice.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until an external reference has been provided.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for New Request Owner * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_New_Request_Owner|Wait for New Request Owner|<br />
[[File:bpmwaitfornewrequestowner.png|thumb|link=https://wiki.hornbill.com/images/5/54/Bpmwaitfornewrequestowner.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until the ownership of the request has been changed from one owner to another.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Request Off Hold * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Request_Off_Hold|Wait for Request Off Hold|<br />
[[File:bpmwaitforoffhold.png|thumb|link=https://wiki.hornbill.com/images/3/3d/Bpmwaitforoffhold.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until the request status has come off hold.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Request Owner * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Request_Owner|Wait for Request Owner|<br />
[[File:bpmwaitforowner.png|thumb|link=https://wiki.hornbill.com/images/e/ec/Bpmwaitforowner.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until an owner has been assigned to the request.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Request Priority * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Request_Priority|Wait for Request Priority|<br />
[[File:bpmwaitforpriority.png|thumb|link=https://wiki.hornbill.com/images/b/b5/Bpmwaitforpriority.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until a priority has been set on the request.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Request Category * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Request_Category|Wait for Request Category|<br />
[[File:bpmwaitforrequestcategory.png|thumb|link=https://wiki.hornbill.com/images/b/b2/Bpmwaitforrequestcategory.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until a category has been set on the request.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Request Resolution * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Request_Resolution|Wait for Request Resolution|<br />
[[File:bpmwaitforrequestresolution.png|thumb|link=https://wiki.hornbill.com/images/f/f5/Bpmwaitforrequestresolution.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until the request status has been set to resolved.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Request Site * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Request_Site|Wait for Request Site|<br />
[[File:bpmwaitforrequestsite.png|thumb|link=https://wiki.hornbill.com/images/4/4b/Bpmwaitforrequestsite.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until a site has been linked to the request.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Status Change * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Status_Change|Wait for Status Change|<br />
[[File:bpmwaitforstatuschange.png|thumb|link=https://wiki.hornbill.com/images/0/04/Bpmwaitforstatuschange.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until the status of the request has changed from one status to another.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|From Status|The workflow will only continue when the request is changed from this status}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Request Summary * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Request_Summary|Wait for Request Summary|<br />
[[File:bpmwaitforrequestsummary.png|thumb|link=https://wiki.hornbill.com/images/4/47/Bpmwaitforrequestsummary.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until the summary has bee set against the request|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Request Team * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Request_Team|Wait for Request Team|<br />
[[File:bpmwaitforrequestteam.png|thumb|link=https://wiki.hornbill.com/images/4/46/Bpmwaitforrequestteam.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until an team has been assigned to the request.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Request Update * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Request_Update|Wait for Request Update|<br />
[[File:bpmwaitforrequestupdate.png|thumb|link=https://wiki.hornbill.com/images/c/c2/Bpmwaitforrequestupdate.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until an update, using the Update Action has been added to the request.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --> <br />
<!-- * Update Request * --><br />
<!-- * * --> <br />
<!-- ****************************************************************************************************************************** --><br />
<br />
===Update Request===<br />
<br />
Use the Update Request node to automatically update the values of specific Request attributes at any stage in the process. Examples being updating the Logging or Closing Categories of a Request.<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Logging Category<br />
<div class="mw-collapsible-content"><br />
::Requests > Update Request > Logging Category<br />
<br />
Specify the logging category which will associated to the request. This is typically used where the category of the request is known based on the business process being associated against a specific request catalog item, and as such the analyst is not required to make a manual assessment and categorisation. <br />
<br />
[[File:updateRequestCategoryNew.jpg|700px]]<br />
:* '''Category''' - This option will prompt you to select a Category. If supplied, "Category (From Variable)" option will be ignored.<br />
:* '''Category (From Variable)''' - This option requires you to provide the Id of a Category (Value of h_id column in h_sys_profiles table). This can be used when a field that is driven by a Simple List made up of Categories is set up in a Progressive Capture. This option should only be supplied if "Category" option is not set.<br />
:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update''' - Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Visibility''' - Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals. <br />
</div><br />
</div><br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Closure Category<br />
<div class="mw-collapsible-content"><br />
::Requests > Update Request > Closure Category<br />
<br />
Specify the closure category which will be associated to the request. This is typically used where the business process is set to automatically resolve or close and the analyst is not required to manually resolve and specify a closure category. <br />
<br />
[[File:Closure_Category.png|600px]]<br />
:* '''Category''' - This option will prompt you to select a Category. If supplied, "Category (From Variable)" option will be ignored.<br />
:* '''Category (From Variable)''' - This option requires you to provide the Id of a Category (Value of h_id column in h_sys_profiles table). This can be used when a field that is driven by a Simple List made up of Categories is set up in a Progressive Capture. This option should only be supplied if "Category" option is not set.<br />
:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update''' - Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Visibility''' - Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals. <br />
</div><br />
</div><br />
<br />
<!-- ******************************************************************************************* --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
<div id="UpdateCustomer"></div><br />
* Update Customer<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:bpmupdatecustomer.png|thumb|Update Customer|link=https://wiki.hornbill.com/images/f/f5/Bpmupdatecustomer.png]]<br />
==== Update Customer ====<br />
Use this node to automatically add or update a request with a Customer<br />
==== Options ====<br />
{{Bullet1|Request ID|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{Bullet1|Co-Worker|Select a Co-worker that will be used as the customer of the request}}<br />
{{Bullet1|Contact|Select a Contact that will be used as the customer of the request}}<br />
{{Bullet1|Co-worker (From Variable)|Use a variable to populated the customer, based on a Co-worker ID}}<br />
{{Bullet1|Contact (From Variable)|Use a variable to populate the customer, based on a contact ID}}<br />
{{Bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{Bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{Bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}<br />
|}<br />
</div><br />
</div><br />
</div><br />
<!-- **************************************END OF OPERATION DOCUMENTATION***************************************************** --><br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Custom Fields<br />
<div class="mw-collapsible-content"><br />
::Requests > Update Request > Custom Fields<br />
<br />
This provides the ability to update any or all of the custom fields of a request. The input box is single line only and values should be restricted to 255 characters which is the defined max length for all custom fields. When populating custom fields please pay attention to the type of value you are populating, and ensure this is compatible with the type of field you have specified for the corresponding custom field in the request type and service form designer in the user interface. <br />
<br />
[[File:Update_Request_Custom_Fields.png|600px]]<br />
:* '''Custom Field A - T & Custom Field 21 to 40''' - Populate the required custom field(s) with the value(s) that you wish to update the custom field(s) with. This can be text and/or attributes from the Variable Picker.<br />
:* '''Append Text''' - This determines if the supplied value of the custom field, should append any existing value of the custom field. By default this is set to replace any existing value, with the value defined here.<br />
:* '''Format Checkbox Value''' - This option determines whether the value from a checkbox (i.e. Outcome Field from a Human Task) is formatted to remove the square brackets and double quotes. By default, this option is set to "No".<br />
:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update''' - Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Visibility''' - Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals. <br />
</div><br />
</div><br />
<br />
<!-- **************************************************** START OF UPDATE DETAILS ************************************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px" id="Details"><br />
* Details<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:updaterequestdetailsbpm.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Updaterequestdetailsbpm.png|Update Request Details BPM]] Use this operation to update the Summary and Description of a request. You can either add a new summary or description or append to the existing values. <br />
:* '''Request Id'''<br />
:: This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''.<br />
:* '''Summary'''<br />
:: Set to ''Auto'' if you want to use an output variable from a previous BPM operation where that variable is named ''summary''. If the variable ''summary'' does not exist, no action will be taken. Set to ''Manual'' to provide the information to be used to update the summary. This can include the use of [[Request Variables| Request Variables]]. Set to ''Ignore'' if no action is required.<br />
:* '''Description'''<br />
:: Set to ''Auto'' if you want to use an output variable from a previous BPM operation where that variable is named ''description''. If the variable ''description'' does not exist, no action will be taken. Set to ''Manual'' to provide the information to be used to update the Description. This can include the use of [[Request Variables| Request Variables]]. Set to ''Ignore'' if no action is required.<br />
:* '''Append Text'''<br />
:: Set to ''Auto'' if the update is to replace the existing text. Set to ''Manual'' and select ''Yes'' to append the update to the end of the existing text<br />
:* '''System Timeline Update'''<br />
:: Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update'''<br />
:: Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Visibility''' <br />
:: Choose what level of visibility will be automatically applied to this update. Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals. <br />
|}<br />
</div><br />
</div><br />
</div><br />
<!-- **************************************************** END OF UPDATE DETAILS ************************************************************** --><br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* External Reference<br />
<div class="mw-collapsible-content"><br />
:: Use this operation to update the External Reference field that is held against the requests.<br />
<br />
[[File:bp_update_external_ref.png|600px]]<br />
:* '''External Reference'''<br />
:: Either enter an external reference number or use the variable picker to take the External Reference held in a variable<br />
:* '''System Timeline Update'''<br />
:: Select ''Yes''if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update'''<br />
:: Select ''Yes'' to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Visibility'''<br />
:: Choose what level of visibility will be automatically applied to this update. Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.<br />
</div><br />
</div><br />
<br />
<!-- **************************************************** START OF FIRST TIME FIX ************************************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px" id="Details"><br />
<div id="FirstTimeFix"></div><br />
* First Time Fix<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:firsttimefixbpm.png|thumb|link=https://wiki.hornbill.com/images/f/f8/Firsttimefixbpm.png|First Time Fix]] Use this operation to update the First Time Fix flag on a request. You can apply the rules to set the requirements for a first time fix. This operation should be added at point within the workflow when the request has reached a resolved state. <br />
:* '''Request Id'''<br />
:: This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''.<br />
:* '''No Team Reassignments'''<br />
:: Set to ''Yes'' If you wish to include the rule that there must not be any team reassignments in order to be classed as a first time fix. Set to ''Auto'' or ''No'' to exclude this rule.<br />
:* '''No Owner Reassignments'''<br />
:: Set to ''Yes'' If you wish to include the rule that there must not be any owner reassignments in order to be classed as a first time fix. Set to ''Auto'' or ''No'' to exclude this rule.<br />
:* '''No Hold Time'''<br />
:: Set to ''Yes'' If you wish to include the rule that there must not be any point at which this request was placed on hold. Set to ''Auto'' or ''No'' to exclude this rule.<br />
:* '''Max Open Time'''<br />
:: Set to ''Manual'' and add an amount of time to include the rule that the request must be resolved within this time frame to count as a first time fix. Set to ''Auto'' to exclude this rule. Putting a request on-hold does not extend the ''Max Open Time''.<br />
:* '''Include Working Time Calendar'''<br />
:: Set to ''Manual'' and chose a Working Time Calendar to include the use of a Working Time Calendar when calculating the ''Max Open Time''. Set to ''Auto'' to exclude this rule<br />
:* '''System Timeline Update'''<br />
:: Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update'''<br />
:: Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Visibility''' <br />
:: Choose what level of visibility will be automatically applied to this update. Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals. <br />
|}<br />
</div><br />
</div><br />
</div><br />
<!-- **************************************************** END OF FIRST TIME FIX ************************************************************** --><br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Place On Hold<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
<br />
[[File:bpmplaceonhold.png|thumb|link=https://wiki.hornbill.com/images/5/5c/Bpmplaceonhold.png|Place On Hold]] Use this operation to automatically put a request on-hold when a point within the workflow has been reached.<br />
:* '''Request Id'''<br />
:: This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''.<br />
:* '''On Hold Period'''<br />
:: Enter the number of Years, Months, Days, Hours, and Minutes that the request will be on hold for.<br />
:* '''On Hold Period Apply Working Time Calendar'''<br />
:: Set this to ''Yes'' to apply the WTC that is associated to the request to be used. This will ensure that the request comes off hold during work hours.<br />
:* '''Reason'''<br />
:: Include information that describes the reason for the request being placed on-hold.<br />
:* '''System Timeline Update'''<br />
:: Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update'''<br />
:: Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Visibility''' <br />
:: Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.<br />
:* '''Sub-Status'''<br />
:: Set the sub-status of the request when the request is placed on-hold<br />
|}<br />
</div><br />
</div><br />
</div><br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Priority<br />
<div class="mw-collapsible-content"><br />
::Requests > Update Request > Priority<br />
<br />
Use this node to set the '''Priority'''' of the request. This can be useful when your business process is supporting a specific request catalog item, and the '''Priority''' for such items can be predetermined and therefore can be set. It is also useful to use within a process where a decision node may branch and different '''Priorities''' are possible depending on the path followed. Decide if the setting of the '''Priority''' should also mark the request timeline.<br />
<br />
[[File:Update_Priority.png|600px]]<br />
:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update''' - Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Visibility''' - Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals. <br />
</div><br />
</div><br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Resolution Text<br />
<div class="mw-collapsible-content"><br />
::Requests > Update Request > Resolution Text<br />
<br />
Use this node to set the '''Resolution Text'''' of the request. This can be useful when your business process is supporting a specific request catalog item, and the '''Resolution''' for such items can be predetermined and therefore can be set. <br />
<br />
[[File:Update_Request_Resolution_text.png|600px]]<br />
:* '''Resolution Text''' - The text which will appear in the resolution text box (this can include the use of request variables)<br />
:* '''Overwrite Resolution Text''' - Decide if this option should overwrite and replace any existing text in the resolution field - by default this is set to No<br />
:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update''' - Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Visibility''' - Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals. <br />
</div><br />
</div><br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Update Service * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Update_Service|Service|<br />
[[File:bpm_update_service.png|thumb|link=https://wiki.hornbill.com/images/1/13/Bpm_update_service.png]]|<br />
Use this Hornbill Automation to change the currently assigned Service and Request Catalog Item. This can be used in conjunction with assign operations to move a request that has been raised under the wrong service and team.|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Service|Select the Service that will be associated to the request}}<br />
{{bullet1|Catalog Item|Select the Request Catalog Item that will be associated to the request}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Update Service Level * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Service Level<br />
<div class="mw-collapsible-content"><br />
::Requests > Update Request > Service Level<br />
<br />
Use this node to update the Service Level that has been applied to the request. This can be used to apply a Service Level if one has not been allocated or if at a point in your workflow you would like to automatically re-assess the applied Service Level, this will use your Service Level Rules and check for any changes to the request to determine if a change is Service Level is required.<br />
<br />
:* '''There are no options required for this operation.'''<br />
:: Because of how this operation works there are no options to select from. It simply executes the operation. <br />
</div><br />
</div><br />
<br />
<!-- ************************************************************************************************************** --><br />
<!-- * Update Site * --><br />
<!-- ************************************************************************************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
<div id="UpdateSite"></div><br />
* Site<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:bpmupdatesite.png|thumb|link=https://wiki.hornbill.com/images/0/03/Bpmupdatesite.png|Update Site]]<br />
<br />
==== Site ====<br />
Use this node to set the ''Site'' of the request. The configuration options include pre-defining the ''Site'' from the full list of Sites, which have been created in Organisational structure or from a variable.<br />
==== Options ====<br />
:* '''Request ID'''<br />
:: In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.<br />
:* '''Site'''<br />
:: Select from the list of available sites as defined under the Organizational Data in Administration<br />
:* '''Site ID (From Variable)'''<br />
:: Use a variable that has been populated from Progressive Capture to set the Site. The Group Picker option on the Custom Progressive Capture form will be the most common way of providing the Site ID in a variable.<br />
:* '''System Timeline Update''' <br />
:: Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update''' <br />
::Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Visibility'''<br />
:: Choose what level of visibility will be automatically applied to this update. Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals. <br />
|}<br />
</div><br />
</div><br />
</div><br />
<!-- ************************************************************************************************************** --><br />
<!-- * Update Site (Customer's Site) * --><br />
<!-- ************************************************************************************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Site (Customer' Site)<br />
<div class="mw-collapsible-content"><br />
::Requests > Update Request > Site (Customer's Site)<br />
<br />
Use this node to set the '''Site''' of the request to that of the site defined against the customer of the request. Decide if the setting of the '''Site''' should be marked on the requests timeline.<br />
<br />
[[File:Update_Customers_Site.png|600px]]<br />
:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update''' - Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Visibility''' - Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals. <br />
</div><br />
</div><br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
<div id="UpdateRequestSource"></div><br />
* Source<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:updaterequestsourcebpm.png|thumb|link=https://wiki.hornbill.com/images/5/57/Updaterequestsourcebpm.png|Update Request Source BPM]] The Update Request Source operation allows you to automatically set the source of the request. A number of default sources such as Email, Analyst, Self Service, and Post are added and based on the how the request was raised. This BPM Operation lets you over-ride these source names and allows you to add your own.<br />
<br />
:* '''Request Id'''<br />
:: This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''.<br />
:* '''Source'''<br />
:: Either enter the text that you would like to use to represent the source or you can have this automatically provided by using the variable option.<br />
:* '''System Timeline Update'''<br />
:: Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update'''<br />
:: Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Visibility''' <br />
:: Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.<br />
|}<br />
</div><br />
</div><br />
</div><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Status / Sub-status<br />
<div class="mw-collapsible-content"><br />
::Requests > Update Request > Status<br />
<br />
Use this node to set the '''Status''' and or '''Sub-Status''' at one or multiple points in a process. It can be useful to automate the changing of the status based on other process actions, without the need for human intervention. <br />
<br />
[[File:business_process_update_status.png|600px]]<br />
:* '''Status''' - Optionally select the Status you wish the Request to be set too<br />
:* ''' Sub-Status''' - Optionally select the Sub-Status you wish the Request to be set too<br />
:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update''' - Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Visibility''' - Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals. <br />
</div><br />
</div><br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Timeline<br />
<div class="mw-collapsible-content"><br />
::Requests > Update Request > Timeline<br />
<br />
Use this node to update the '''Timeline''' of a request with a predefined comment. This can be useful when it is important to post information to or an update onto a request based on a prior process action. <br />
<br />
[[File:bp_update_timeline.png|600px]]<br />
:* '''Update Text''' - Define the text to appear in the timeline update, this can include variables from the request or related entities using the variable picker<br />
:* '''URL''' - Include a URL which will be embedded into the timeline update of the request. <br />
:* '''Visibility''' - Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.<br />
</div><br />
</div><br />
<br />
===Request Timers===<br />
<br />
Use the Request Timer nodes at any stage in the process to either start or stop the Response and or Resolution timers. It is not a perquisite to have to use any timers within processes or to have to use both Response and Resolution timers when timers are used.<br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Start Resolver Timer<br />
<div class="mw-collapsible-content"><br />
::Application > Timer > Start Resolver Timer<br />
<br />
Use this node at the required point in the process to start the resolution timer. When selecting this option, the resolution timer will be based on the '''Priority''' associated to the request. The target and any required escalation actions for the resolution timer can be configured in the Service Manager application '''> Services > Service Levels > Resolve Times'''.<br />
<br />
[[File:at_requestTimers_resolutionTimers_startResolutionTimer.png|600px]]<br />
</div><br />
</div><br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Stop Resolution Timer<br />
<div class="mw-collapsible-content"><br />
::Application > Timer > Stop Resolver Timer<br />
<br />
Use this node to stop the resolution timer at the required point in the process. <br />
<br />
[[File:at_requestTimers_resolutionTimers_stopResolutionTimer.png|600px]]<br />
</div><br />
</div><br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Start Response Timer<br />
<div class="mw-collapsible-content"><br />
::Application > Timer > Start Response Timer<br />
<br />
Use this node at the required point in the process to start the response timer. The response timer to use can be selected on the node, and will use the response target and any associated escalation actions which can be configured in the Service Manager application '''> Services > Service Levels > Response Times'''.<br />
<br />
[[File:at_requestTimers_responseTimers_startResponseTimer.png|600px]]<br />
</div><br />
</div><br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Stop Response Timer<br />
<div class="mw-collapsible-content"><br />
::Application > Timer > Stop Response Timer<br />
<br />
Use this node at the required point in the process to stop the response timer.<br />
<br />
[[File:at_requestTimers_responseTimers_stopResponseTimer.png|600px]]<br />
</div><br />
</div><br />
<br />
[[Category:Service Manager]]</div>MaryOhttps://wiki.hornbill.com/index.php?title=Service_Manager_Business_Process_Workflow&diff=25327Service Manager Business Process Workflow2020-11-23T17:38:11Z<p>MaryO: </p>
<hr />
<div>{{bluebanner|[[Main Page|Home]] > [[Administration]] > [[Service Manager Administration |Service Manager]] > Business Process Workflow|[[:Category:Administration|Index]]}}<br />
{{IntroAndLinks|<br />
The Service Manager Business Process Workflow is used to automate the processing of the requests that have been raised. This page contains information on the Service Manager specific automated tasks that can be used in the [[Business Process Designer]] to build unique and powerful processes for your requests.|<br />
:* [[Business Process Designer]]<br />
:* [[Request Variables]]<br />
|}<br />
}}<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Automation Template --><br />
<!-- ******************************************************************************************************************************* --><br />
<!-- Copy and paste the template below to create a new Hornbill Automation section. <br />
nameOfTag: This is a link that can be used to jump to this section from a URL or link from another wiki page.<br />
Name of Automation: Then of the Hornbill Automation as seen in the BPM Designer<br />
nameOfFile: Name of the image. example BpmUpdateChangeType<br />
Description of Automation: Brief description of what this automation does or where it can be used<br />
Name of Option: Name of the Option as displayed in the BPM Designer<br />
Description of Option Description of how this option is used<br />
<br />
-- Start Copy--<br />
{{BPMAutomation|<nameOfTag>|<Name Of Automation>|<br />
[[File:<nameOfFile>.png|thumb|link=]]|<br />
<Description of Automation>|<br />
{{bullet1|<Name of Option>|<Description of Option>}}<br />
}}<br />
-- Finish Copy --<br />
--><br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Service Manager Boards * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
==Boards==<br />
Use the Boards nodes to automatically add, move or remove a Request from an existing Board. Requests can be added to one or multiple Boards in Service Manager, and can be moved between Lists on specified Boards automatically.<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Add Comment to Board * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|AddCommentToBoard|Add Comment To Board|<br />
[[File:bpmaddcommenttoboard.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmaddcommenttoboard.png]]|<br />
Use this node to manually add a Comment card to a Service Manager Board at the required stage in a process.|<br />
{{bullet1|Board|The name of the Service Manager Board on which the Comment card will be added}}<br />
{{bullet1|List|The name of the list from the above specified board to which the Comment card will be added}}<br />
{{bullet1|Comment|The actual comment, as it will appear on the card on the Board}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Add Request to Board * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|addRequesttoBoard|Add Request to Board|<br />
[[File:bpmaddrequesttoboard.png|thumb|link=https://wiki.hornbill.com/images/9/96/Bpmaddrequesttoboard.png]]|<br />
This operation will automatically add a request to a selected Service Manager Board or move a request from one list to another. This particularly works well on a Board where users have been given View Access only and the BPM takes control of all the card movements.|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''}}<br />
{{bullet1|Board|The name of the Service Manager Board on which the Request card will be added}}<br />
{{bullet1|List|The name of the list from the above specified board to which the Request card will be added}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Remove Request from Board * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|removeRequestFromBoard|Remove Request from Board|<br />
[[File:bpmremoverequestfromboard.png|thumb|link=https://wiki.hornbill.com/images/0/07/Bpmremoverequestfromboard.png]]|<br />
Use this option to remove a Request from a Service Manager Board at a specific stage in a process.|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''}}<br />
{{bullet1|Board|The name of the Service Manager Board from which the Request card will be removed}}<br />
}}<br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Change Requests * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
==Change Requests==<br />
Use these nodes at any stage in a process to automate Change Request specific actions.<br />
=== Suspend ===<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * WAIT FOR CHANGE TYPE * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|waitForChangeType|Wait For Change Type|<br />
[[File:bpmwaitforchangetype.png|thumb|link=https://wiki.hornbill.com/images/0/09/Bpmwaitforchangetype.png]]|<br />
Use this Hornbill Automation to suspend the Business Process until a Change Type has been set on the Change Request|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus when using this suspend node.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue. When this date and time is reached, the BPM will automatically continue. An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * WAIT FOR REQUEST SCHEDULE * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|waitForRequestSchedule|Wait For Request Schedule|<br />
[[File:bpmwaitforrequestschedule.png|thumb|link=https://wiki.hornbill.com/images/b/b3/Bpmwaitforrequestschedule.png]]|<br />
Use this node to pause the process and await the scheduling of the Change Request in the Change Calendar|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus when using this suspend node.}}<br />
{{bullet1|Expire Period|Set a date and time for which this operation will expire. When this date and time is reached, the BPM will automatically continue. An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue. When this date and time is reached, the BPM will automatically continue. An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<br />
<br />
=== Update Request ===<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * ADD TO CHANGE CALENDAR * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|addToChangeCalendar|Add to Change Calendar|<br />
[[File:bpmaddtochangecalendar.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmaddtochangecalendar.png]]|<br />
Use this node to automatically add a change request to the Change Calendar. Use the configuration settings to set the start and end times for the change based on the time this node is invoked in the process. As an example if this node is the first action in a process, then it will use the log time as the Now time, and the Start and End times you configure will be based off that time. |<br />
{{bullet1|Request ID|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Start Time From Now|Set the ''Start Time'' for this change based on years, months, days, hours, or minutes from when this node is reached in the workflow}}<br />
{{bullet1|End Time From Now|Set the ''End Time'' for this change based on years, months, days, hours, or minutes from when this node is reached in the workflow}}<br />
{{bullet1|Start Time (From Variable)|Set the ''Start Time'' for this change from a BPM Variable}}<br />
{{bullet1|End Time (From Variable)|Set the ''End Time'' for this change from a BPM Variable}}<br />
{{bullet1|Enforce Freeze Periods|Set this to ensure that the Start or End Dates are not set within a Change Freeze Period}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * REMOVE FROM CHANGE CALENDAR * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|removeFromChangeCalendar|Remove from Change Calendar|<br />
[[File:bpmremovefromchangecalendar.png|thumb|link=https://wiki.hornbill.com/images/8/82/Bpmremovefromchangecalendar.png]]|<br />
Use this node to automatically remove the Change from the Change Calendar|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * UPDATE CHANGE TYPE * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|changeType|Change Type|<br />
[[File:bpmchangetype.png|thumb|link=https://wiki.hornbill.com/images/1/1c/Bpmchangetype.png]]|<br />
Use this automation to update the Change Type field on the Change Request|<br />
{{bullet1|Request ID|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Change Type|Select from the pick list which type of Change will be set on this change}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}<br />
}}<br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Problem Records * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
==Problem Records==<br />
Use these nodes at any stage in a process to automate Problem Record specific actions.<br />
=== Suspend ===<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Problem Workaround * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|waitForProblemWorkaround|Wait for Workaround|<br />
[[File:bpmwaitforproblemworkaround.png|thumb|link=https://wiki.hornbill.com/images/3/3b/Bpmwaitforproblemworkaround.png]]|<br />
Use this node to suspend the BPM Workflow and wait for a workaround to be added to the Problem Record.|<br />
{{bullet1|RequestID|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus while the process is suspended}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue. When this date and time is reached, the BPM will automatically continue. An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Release Records * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
==Releases==<br />
Use this node at any stage in a process to automate Release specific actions.<br />
=== Suspend ===<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Release Type * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|waitForReleaseType|Wait for Release Type|<br />
[[File:bpmwaitforreleasetype.png|thumb|link=https://wiki.hornbill.com/images/0/0b/Bpmwaitforreleasetype.png]]|<br />
Use this Hornbill Automation to suspend the Business Process until a Release Type has been set on the Release record|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus when using this suspend node.}}<br />
{{bullet1|Expire Period|Set a date and time for which this operation will expire. When this date and time is reached, the BPM will automatically continue. An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Request Schedule * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|waitforrelaseschedule|Wait for Request Schedule|<br />
[[File:bpmwaitforreleaseschedule.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Bpmwaitforreleaseschedule.png]]|<br />
Use this node to pause the process and await the scheduling of the Release in the Change Calendar|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus when using this suspend node.}}<br />
{{bullet1|Expire Period|Set a date and time for which this operation will expire. When this date and time is reached, the BPM will automatically continue. An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}<br />
}}<br />
<br />
=== Update Request ===<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Add to Change Calendar * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|addreleasetocalendar|Add to Change Calendar|<br />
[[File:bpmaddreleasetocalendar.png|thumb|link=https://wiki.hornbill.com/images/1/1a/Bpmaddreleasetocalendar.png]]|<br />
Use this node to automatically add the Release to the Change Calendar|<br />
{{bullet1|Request ID|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Start Time From Now|Set the ''Start Time'' for this change based on years, months, days, hours, or minutes from when this node is reached in the workflow}}<br />
{{bullet1|End Time From Now|Set the ''End Time'' for this change based on years, months, days, hours, or minutes from when this node is reached in the workflow}}<br />
{{bullet1|Start Time (From Variable)|Set the ''Start Time'' for this change from a BPM Variable}}<br />
{{bullet1|End Time (From Variable)|Set the ''End Time'' for this change from a BPM Variable}}<br />
{{bullet1|Enforce Freeze Periods|Set this to ensure that the Start or End Dates are not set within a Change Freeze Period}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Remove From Change Calendar * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|removeReleaseFromCalendar|Remove from Change Calendar|<br />
[[File:bpmremovereleasefromcalendar.png|thumb|link=https://wiki.hornbill.com/images/e/ec/Bpmremovereleasefromcalendar.png]]|<br />
Use this node to automatically remove the Release from the Change Calendar|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Update Release Type * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|updateReleaseType|Release Type |<br />
[[File:bpmupdatereleasetype.png|thumb|link=https://wiki.hornbill.com/images/4/47/Bpmupdatereleasetype.png]]|<br />
Use this node to update the Release Type|<br />
{{bullet1|Request ID|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Release Type|Select from the pick list which type of Release will be set on this release}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}<br />
}}<br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Request Connections * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
==Request Connections==<br />
Use the Request Connections node at any stage in a process to automatically add additional contact's and or co-worker's to a request and define their connection type to the request. Other options include automatically emailing connections of different types, and removing one or all connections at any stage.<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Add Connection * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|AddConnection|Add Connection|<br />
[[File:bpmaddconnection.png|thumb|link=https://wiki.hornbill.com/images/a/ae/Bpmaddconnection.png]]|<br />
Use this node to add a connection to a request|<br />
{{bullet1|Request ID|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Connection Type|By Default this will include interested and Impacted but will also show any custom Connection Types which have been defined in the Simple Lists, and '''requestConnectionType''' option. Use this option to define what relationship the Connection will have to the request.}}<br />
{{bullet1|Co-worker|Choose which internal user will be added as a connection to the request}}<br />
{{bullet1|Contact|Choose which external user will be added to a connection to the request}}<br />
{{bullet1|Co-worker(From Variable)|Use the user id (h_user_id) from the h_sys_accounts table, or from the variable picker and picking the value returned from the user picker in a progressive capture custom form. Be sure to use the ''Raw'' value from the progressive capture outcome and not the ''Display Name''}}<br />
{{bullet1|Contact(From Variable)|Use the contact id (h_pk_id) from the h_sys_contacts table or or from the variable picker and picking the value returned from the user picker in a progressive capture custom form. Be sure to use the ''Raw'' value from the progressive capture outcome and not the ''Display Name''}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this node has completed}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Email Connections * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|EmailConnections|Email Connections|<br />
[[File:bpmemailconnections.png|thumb|link=https://wiki.hornbill.com/images/3/3c/Bpmemailconnections.png]]|<br />
Use this node to email connections of the request|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Mailbox Name|Specify the mailbox from which the email will be sent}}<br />
{{bullet1|Email Template Entity|This option can be set with the Entity name (e.g. Requests, ChangeRequests) that the supplied Email Template belongs to. The Entity name can be found in ''Templates'' Tile within the Hornbill Admin Tool. If not supplied, this option will be set to "Requests"}}<br />
{{bullet1|Email Template|Specify the email template which will be sent}}<br />
{{bullet1|Recipients|Specify if the email should be sent to '''All''' users, '''Internal''' users only, or '''External''' users only of the following '''Connection Type'''}}<br />
{{bullet1|Connection Type|Specify which connection types should receive the email notification}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this node has completed}}<br />
}}<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Remove All Connections * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|RemoveAllConnections|Remove All Connections|<br />
[[File:bpmremoveallconnections.png|thumb|link=https://wiki.hornbill.com/images/9/9d/Bpmremoveallconnections.png]]|<br />
Use this node to remove connections from the request|<br />
{{bullet1|Request Id|The request id of the request the connection(s) are being removed from. This should be set to Auto}}<br />
{{bullet1|Recipients|Controls which request connections are removed. Set to ''Auto'' to remove all connections or filter by Connection Type}}<br />
{{bullet1|Connection Type|Specify which connection types should be removed from the request}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this node has completed}}<br />
}}<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Remove Connection * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|RemoveConnection|Remove Connection|<br />
[[File:bpmremoveconnection.png|thumb|link=https://wiki.hornbill.com/images/5/55/Bpmremoveconnection.png]]|<br />
Use this node to remove specific connections from the request.|<br />
{{bullet1|Request Id|The Request Id of the request the connection(s) are being removed from. This should be set to Auto}}<br />
{{bullet1|CoWorker|Choose which internal user will be removed from the request }}<br />
{{bullet1|Contact|Choose which external user will be removed from the request}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this node has completed}}<br />
}}<br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Request Members * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
==Request Members==<br />
<br />
Use the Request Members node at any stage in a process to automatically add or remove another analyst or subject matter expert into a Request. Members can be added even if they do not have the rights to view the request type, nor the requests which belong to the team against which the request belongs. The added Member's rights will be elevated just for the specific Request. Members can be notified about being added via Hornbill Notifications, and or email depending on the following Service Manager system setting: '''guest.app.requests.notification.notificationType.members'''<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Add Request Member * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|AddRequestMember|Add Request Member|<br />
[[File:bpmaddrequestmember.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Bpmaddrequestmember.png]]|<br />
Use this node to add Service Manager analysts to the request. This option allows you to automatically add additional analysts to the request to assist with the resolution or as interested parties.|<br />
{{bullet1|Request Id|The Request Id of the request the connection(s) are being removed from. This should be set to Auto}}<br />
{{bullet1|Member|This option can contain the Co-worker to be added as a Request member. If supplied, "Member (From Variable)" option will be ignored.}}<br />
{{bullet1|Member (From Variable)|This option can contain the Co-worker to be added as a Request member. If supplied, "Member (From Variable)" option will be ignored}}<br />
}}<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Remove Request Member * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|RemoveRequestMember|Remove Request Member|<br />
[[File:bpmaremoverequestmember.png|thumb|link=https://wiki.hornbill.com/images/3/3c/Bpmaremoverequestmember.png]]|<br />
Use this option to remove members from a request.| <br />
{{bullet1|Request Id|The Request Id of the request the connection(s) are being removed from. This should be set to Auto}}<br />
{{bullet1|Member|This option can contain the Co-worker to be removed from the Request members. If supplied, "Member (From Variable)" option will be ignored}}<br />
{{bullet1|Member (From Variable)|This option can contain the Id of a Co-worker (h_user_id in h_sys_accounts table). This option should only be supplied if "Member" option is not set}}<br />
}}<br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Request Notices * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
== Request Notices ==<br />
<br />
Use this Hornbill Automation to add or remove a notice which is displayed at the top of the request.<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Add Notice * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|Add_Notice|Add Notice|<br />
[[File:bpmaddrequestnotice.png|thumb|link=https://wiki.hornbill.com/images/6/6f/Bpmaddrequestnotice.png]]|<br />
Use this Hornbill Automation to add a notice to the top of the request|<br />
{{bullet1|Request ID|The Request Id of the request the connection(s) are being removed from. This should be set to Auto}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Timeline Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}<br />
}}<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Remove Notice * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|Remove_Notice|Remove Notice|<br />
[[File:bpmremoverequestnotice.png|thumb|link=https://wiki.hornbill.com/images/6/6d/Bpmremoverequestnotice.png]]|<br />
Use this Hornbill Automation to remove one or all notices on a request|<br />
{{bullet1|Request ID|The Request Id of the request the connection(s) are being removed from. This should be set to Auto}}<br />
{{bullet1|Notice ID|The ID of the notice that needs removing. This can be taken as a variable from the output of the Hornbill Automation that created the notice}}<br />
{{bullet1|Notice Type|This will remove notices of the selected type. Information or Alert}}<br />
{{bullet1|Notice Text Contains|Remove any notice that contains this text}}<br />
{{bullet1|Notice Source|Remove notices based on the source. Either BPM Workflow or Manually added notices.}}<br />
{{bullet1|Notice Visibility|Remove notices that are set to a particular Visibility. Portals, Service Desk, or Both}}<br />
}}<br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Requests * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
==Requests==<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Access Control * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
==== Access Control ====<br />
<br />
Use the Access Control to lock or unlock the Details section or the Actions on a request. Only users with the appropriate application right (update locked requests) will be able to modify the details or use an Action once locked. This right has been added to the following roles: Incident Management Full Access, Change Management Full Access, Problem Management Full Access, Release Management Full Access, Service Request Full Access, and Service Desk Admin.<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Lock / Unlock Request Actions * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|LockRequestActions|Lock / Unlock Request Actions|<br />
[[File:bpmlockrequestactions.png|thumb|link=https://wiki.hornbill.com/images/3/3a/Bpmlockrequestactions.png]]|<br />
Locks or Unlocks the selected Actions on on a request. This includes sections that are associated to the actions|<br />
{{bullet1|Lock Update|Prevents the manual adding of an update to the Timeline}}<br />
{{bullet1|Lock Callback|Prevents the use of the Phone action}}<br />
{{bullet1|Lock Attach|Prevents the use of the Attach Action and the Attachments section of the request}}<br />
{{bullet1|Lock Link|Prevents the linking of requests to this request and stops the removal of linked requests in the requests section}}<br />
{{bullet1|Lock Linked Services|Prevents the linking of Services to this request and stops the removal of linked Services in the requests section}}<br />
{{bullet1|Lock Email|Prevents the sending of email}}<br />
{{bullet1|Lock Change Customer|Prevents the changing of the customer}}<br />
{{bullet1|Lock Assign|Prevents the request from being manually assigned or re-assigned}}<br />
{{bullet1|Lock Connections|Prevents further Connections from being added the removal of existing connections in the Connections section}}<br />
{{bullet1|Lock Escalate|Prevents the manual changing of the Priority}}<br />
{{bullet1|Lock Asset|Prevents the adding or removing of an asset}}<br />
{{bullet1|Lock Workaround|Prevents the accepting of a workaround being added on a Known Error}}<br />
{{bullet1|Lock Publish|Prevents the publishing of a Problem or Known Error record to the Self Service Portal}}<br />
{{bullet1|Lock Board|Prevents the request from being added to a board}}<br />
{{bullet1|Lock Schedule|Prevents the scheduling of a Change Request}}<br />
{{bullet1|Lock Solution|Prevents the ability to accept a solution provided to an Incident from a Problem or Known Error}}<br />
{{bullet1|Lock Resolve|Prevents a request from manually being resolved}}<br />
{{bullet1|Lock Cancel|Prevents a request from being cancelled}}<br />
{{bullet1|System Timeline Update|Use the provide System Timeline Update to show that a lock or unlock has taken place}}<br />
{{bullet1|Manual Timeline Update|Provide a custom Timeline Update message when a lock or unlock has taken place}}<br />
}}<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Lock Request Details * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|LockRequestDetails|Lock Request Details|<br />
[[File:bpmlockrequestdetails.png|thumb|link=https://wiki.hornbill.com/images/5/59/Bpmlockrequestdetails.png]]|<br />
Locks the Details section of a request from this point on in the workflow. Only users that have the '''update locked requests''' application right assigned to one of their roles will be able to update the request details.|<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}<br />
}}<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Unlock Request Details * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|UnlockRequestDetails|Unlock Request Details|<br />
[[File:bpmunlockrequestdetails.png|thumb|link=https://wiki.hornbill.com/images/7/7d/Bpmunlockrequestdetails.png]]|<br />
Unlocks the Details section of a request from this point on in the workflow. All users that have access to the request will be able to edit the Details section of the request.|<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}<br />
}}<br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Assessment * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
==== Assessment ====<br />
Use the Assessment node to initiate an Impact Assessment on a request<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Impact Assessment * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|ImpactAssessment|Impact Assessment|<br />
[[File:bpmimpactassessment.png|thumb|link=https://wiki.hornbill.com/images/e/e1/Bpmimpactassessment.png]]|<br />
This Hornbill Automation will present an Impact Assessment option on the ''Escalate Action'' of a request. When selected a user will be taken through a number of defined questions, and determined by their responses, an impact level will be automatically applied to the request.|<br />
{{bullet1|Assessment|The name of the assessment that you wish to run on the request}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}<br />
}}<br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Assignment * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
====Assignment====<br />
Use the Assignment node to automatically assign a request to different Service Manager users or teams.<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Assign to Service Team * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|AssignToServiceTeam|Assign to Service Team|<br />
[[File:bpmassigntoserviceteam.png|thumb|link=https://wiki.hornbill.com/images/6/6e/Bpmassigntoserviceteam.png]]|<br />
Assign to Service Team assigns the request to the team that supports the service. If no team supports the service that the request is logged against then the request is not assigned. If more than one team supports the service, the request is assigned to the team that has supported the service the longest. This automated task does not assign the request to an individual within the team(s) supported by the service.|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Use Request Service|Choose whether or not to use the service of the request. The default is No. If this parameter is set to Yes, it will override any other service specified as an input parameter}}<br />
{{bullet1|Service|The Service ID of the service which is supported by the team to be assigned to the request}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}<br />
}}<br />
<!-- ***************************************************************************************************************************** --><br />
<!-- * Assign to Team * --><br />
<!-- ***************************************************************************************************************************** --><br />
{{BPMAutomation|AssignToTeam|Assign to Team|<br />
[[File:bpmassigntoteam.png|thumb|link=link=https://wiki.hornbill.com/images/8/8a/Bpmassigntoteam.png|Assign to Team]]|<br />
Use this option to assign the request to a specified team. |<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
{{bullet1|Team|Select a team from the list of available teams that have been defined under the Organizational Data in Administration}}<br />
{{bullet1|Team (From Variable)|Assign to a Team based on a variable that has been populated using Progressive Capture or through the Get Information nodes}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}<br />
}}<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Assign to Owner * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|AssignToOwner|Assign to Owner|<br />
[[File:bpmassigntoowner.png|thumb|link=https://wiki.hornbill.com/images/e/e9/Bpmassigntoowner.png]]|<br />
Use this option to assign the request to a specific Service Manager analyst.|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''.}}<br />
{{bullet1|Team|The Team ID to be applied to the request}}<br />
{{bullet1|Owner|The user ID to be applied to the request}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}<br />
}}<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Assign to Owner (Variable) * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|AssignTOwnerVariable|Assign to Owner (Variable)|<br />
[[File:bpmassigntoownervariable.png|thumb|link=https://wiki.hornbill.com/images/e/e9/Bpmassigntoowner.png]]|<br />
Use this option to assign the request to a specific Service Manager analyst using a dynamic value provided by a runtime variable that has been populated using Progressive Capture or through the Get Information nodes|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
{{bullet1|Team|Select a team from the list of available teams that have been defined under the Organizational Data in Administration. If no team specified and if the designated owner is a member of multiple teams, the team that gets assigned will be the first team in a list of owner teams ordered by team name.}}<br />
{{bullet1|Owner|Assign to an analyst based on a variable that has been populated using Progressive Capture or through the Get Information nodes}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}<br />
}}<br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Assign to Request Creator * --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|AssignToRequestCreator|Assign to Request Creator|<br />
[[File:bpmassigntorequestcreator.png|thumb|link=https://wiki.hornbill.com/images/7/7c/Bpmassigntorequestcreator.png]]|<br />
Use this option to automatically assign the request to the Service Manager analyst who created / raised the request via Progressive Capture|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''.}}<br />
{{bullet1|Team|The Team ID to be applied to the request}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}} <br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Assign to Most Available * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|AssignToMostAvailableAnalyst|Assign to Most Available Analyst|<br />
[[File:bpmassigntomostavailable.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Bpmassigntomostavailable.png]]|<br />
Using ''Assign to Most Available Analyst'' is a great way to automatically assign out requests to the members of a team. This operation works on the basis of capacity. The system will look through the members of the selected team and will assign the request to the member who has the least amount of open requests. If more than one team member have an equal number of open requests and have the least amount of assigned requests, the system will allocate the request to the team member who has had the greatest amount of time pass since their last assignment.<br />
<br />
The system will take into account the user status which is found on their profile. If the user status is set to anything other than 'Available' that user/analyst/team member will not be considered as a request owner|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''.}}<br />
{{bullet1|Team|Select the team that you would like to participate in the Round Robin Assignment. This is a mandatory setting and must be set to Manual and have a team assigned.}}<br />
{{bullet1|Include Offline Users|This takes into account if the user is logged into Hornbill and have an active session. The default behavior (Auto) is to include offline users. Set this option to ''No'' if you don't want requests assigned to users that are not online. If all the team members are off-line, the request will be assigned to just the team.}}<br />
{{bullet1|Exclude On-hold Requests|If set to "Yes", when determining a user's availability, any requests that are on-hold will not be included when calculating availability. The default value is "No"}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Assign on Round Robin Basis * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|RoundRobin|Assign on Round Robin Basis|<br />
[[File:bpmroundrobin.png|thumb|link=https://wiki.hornbill.com/images/4/41/Bpmroundrobin.png|Round Robin BPM Operation]]|<br />
Using the ''Assign Round Robin'' is a great way to automatically assign out requests to the members of a team . The system will look through the members of the selected team and will assign the request to the member who has had the greatest amount of time pass since their last assignment. The system will take into account the user's status which is found on their profile. If the user's status is set to anything other than 'Available' that user will not be considered for assignment. This does not take into account the volume of requests assigned to each user.|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''}}<br />
{{bullet1|Team|Select the team that you would like to participate in the Round Robin Assignment. This is a mandatory setting and must be set to Manual and have a team assigned}}<br />
{{bullet1|Include Offline Users|This takes into account if the user is logged into Hornbill and have an active session. The default behavior (Auto) is to include offline users. Set this option to ''No'' if you don't want requests assigned to users that are not online. In order for Round Robin to work effectively, users must become disciplined in logging off Hornbill via the User menu located to the top right. Simply closing the browser window does not end a users session.}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Authorization * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Authorization Decision * --><br />
<!-- ****************************************************************************************************************************** --><br />
==== Authorisation Decision ====<br />
Use the Authorisation Decision node to mark on a Change or Service Request form if an authorization decision has been made.<br />
{{BPMAutomation|Approved|Approved|<br />
[[File:bpmapproved.png|thumb|link=https://wiki.hornbill.com/images/5/56/Bpmapproved.png]]|<br />
Use this Authorisation Decision node to mark on a Change or Service Request as being approved. The status of ''Approved'' will be displayed in the Information panel on the request.|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}<br />
}}<br />
{{BPMAutomation|Rejected|Rejected|<br />
[[File:bpmrejected.png|thumb|link=https://wiki.hornbill.com/images/d/d5/Bpmrejected.png]]|<br />
Use this Authorization Decision node to mark on a Change or Service Request as being rejected. The status of ''Rejected'' will be displayed in the Information panel on the request.|<br />
{{bullet1|<Name of Option>|<Description of Option>}}<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}<br />
}}<br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Collaboration * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
====Collaboration====<br />
<br />
Use the Collaboration node to post an automated update onto a public workspace at any stage in a process. This will be visible to members of the specified workspace, on the timeline of the workspace and their News Feeds. <br />
<!-- ******************************************************************************************************************************* --><br />
<!-- * Comment on Existing Public Workspace Post --><br />
<!-- ******************************************************************************************************************************* --><br />
{{BPMAutomation|CommentOnPost|Comment on Existing Public Workspace Post|<br />
[[File:bpmcommentonpost.png|thumb|link=https://wiki.hornbill.com/images/d/d3/Bpmcommentonpost.png]]|<br />
Use this node to automate the adding of a comment to an existing Post in a workspace. It will always look to add the comment to the most recent post from the request in the workspace. An example use case for this node, is to include the Comment Update after key milestones such as Logged, In progress, Resolved, Closed or Change Accepted, Scheduled, Implemented, Reviewed. This will allow members of the workspace to stay informed about request progress without the need to monitor lists or queues. This node will only be applicable if the '''Post to Public Workspace''' Node has been used and a Post already exists from the request in a Workspace.|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''}}<br />
{{bullet1|Workspace|The ID of the workspace where the comment will be posted}}<br />
{{bullet1|Content|The content of the comment to be added to the post}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}<br />
}}<br />
{{BPMAutomation|CommentOnRequestSourcePost|Comment on Request Source Post|<br />
[[File:bpmcommentonsourcepost.png|thumb|link=https://wiki.hornbill.com/images/8/88/Bpmcommentonsourcepost.png]]|<br />
Use this option when the source of the request is from a post in order to post a comment back to this source post.|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''}}<br />
{{bullet1|Content|The content of the comment to be added to the post}}<br />
{{bullet1|Include Id|Include the Request Id in the comment which will include a link in the comment, back to the request}}<br />
{{bullet1|Include Summary|Include the Summary of the request in the comment as part of the link back to the request}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}<br />
}}<br />
{{BPMAutomation|PostToPublicWorkspace|Post to Public Workspace|<br />
[[File:bpmposttoworkspace.png|thumb|link=https://wiki.hornbill.com/images/3/38/Bpmposttoworkspace.png]]|<br />
Use this node to add a new post to a specific workspace. This will allow you to post important information to Collaboration users pertaining to the request.<br />
<br />
One example of it's use would be during a Change Request, to let interested parties / stakeholders (Workspace Members) know that the Change had been accepted, scheduled and would therefore be being deployed. The member's of the workspace may not be Service Manager subscribed users, but their Collaboration subscription would enable them to be kept informed about Change, Problem, or Major Incident notifications by receiving notifications about the automated '''Posting''' from this node to their workspaces. |<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''}}<br />
{{bullet1|Workspace|The ID of the workspace where the comment will be posted}}<br />
{{bullet1|Content|The content of the comment to be added to the post}}<br />
{{bullet1|Include Id|Include the Request Id in the comment which will include a link in the comment, back to the request}}<br />
{{bullet1|Include Summary|Include the Summary of the request in the comment as part of the link back to the request}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}<br />
}}<br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Email Notifications * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
====Email Notifications==== <br />
Use the Email Notification nodes to send email templates to different Request stakeholders. Configuration options include recipient, which email template to use and which mailbox to send the email from.<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Email Contact --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|EmailContact|Email Contact|<br />
[[File:bpmemailcontact.png|thumb|link=https://wiki.hornbill.com/images/6/68/Bpmemailcontact.png]]|<br />
Use this node to send an email to a contact that has a contact record stored in Hornbill|<br />
<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
{{bullet1|Contact|Select a contact from the searchable pick list. Only contacts that have records stored in Hornbill will be available}}<br />
{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}<br />
{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}<br />
{{bullet1|Mailbox Name|Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under}}<br />
{{bullet1|Email From|Select the email address that you want listed as the sender.}}<br />
{{bullet1|Email Template Entity|Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as ''Auto'' to use the default ''Request'' entity.}}<br />
{{bullet1|Email Template|Select the email template that you want to use for this email}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}<br />
}}<br />
<!-- ***************************************************************************************************************************** --><br />
<!-- * Email Co-worker * --><br />
<!-- ***************************************************************************************************************************** --><br />
{{BPMAutomation|EmailCoworker|Email Co-worker|<br />
[[File:bpmemailcoworker.png|thumb|link=https://wiki.hornbill.com/images/b/b3/Bpmemailcoworker.png]]|<br />
Use this node to send an email to a Co-worker that has a user account in Hornbill|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
{{bullet1|Co-worker|Select a Co-worker from the searchable pick list. Only Co-workers that have accounts in Hornbill will be available}}<br />
{{bullet1|Co-worker (From Variable)|Set a Co-worker from a variable}}<br />
{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}<br />
{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}<br />
{{bullet1|Mailbox Name|Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under}}<br />
{{bullet1|Email From|Select the email address that you want listed as the sender.}} <br />
{{bullet1|Email Template Entity|Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as ''Auto'' to use the default ''Request'' entity.}}<br />
{{bullet1|Email Template|Select the email template that you want to use for this email}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}<br />
}}<br />
<!-- ***************************************************************************************************************************** --><br />
<!-- * Email Customer * --><br />
<!-- ***************************************************************************************************************************** --><br />
{{BPMAutomation|EmailCustomer|Email Customer|<br />
[[File:bpmemailcustomer.png|thumb|link=https://wiki.hornbill.com/images/2/23/Bpmemailcustomer.png]]|<br />
Use this node to send an email to the customer that is associated to the request|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}<br />
{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}<br />
{{bullet1|Mailbox Name|Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under}}<br />
{{bullet1|Email From|Select the email address that you want listed as the sender.}}<br />
{{bullet1|Email Template Entity|Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as ''Auto'' to use the default ''Request'' entity}}<br />
{{bullet1|Email Template|Select the email template that you want to use for this email}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}<br />
}}<br />
<!-- ***************************************************************************************************************************** --><br />
<!-- * Email Customer's Manager * --><br />
<!-- ***************************************************************************************************************************** --><br />
{{BPMAutomation|EmailCustomerManager|Email Customer Manager|<br />
[[File:bpmemailcustomermanager.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmemailcustomermanager.png]]|<br />
Use this node to send an email to the Manager of the customer that is associated to the request|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}<br />
{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}<br />
{{bullet1|Mailbox Name|Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under}}<br />
{{bullet1|Email From|Select the email address that you want listed as the sender.}}<br />
{{bullet1|Email Template Entity|Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as ''Auto'' to use the default ''Request'' entity. }}<br />
{{bullet1|Email Template|Select the email template that you want to use for this email}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}<br />
}}<br />
<!-- ***************************************************************************************************************************** --><br />
<!-- * Email External Address * --><br />
<!-- ***************************************************************************************************************************** --><br />
{{BPMAutomation|EmailExternalAddress|Email External Address|<br />
[[File:bpmemailexternal.png|thumb|link=https://wiki.hornbill.com/images/4/4a/Bpmemailexternal.png]]|<br />
Use this node to send an email to one or more email addresses that are not available within Hornbill|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
{{bullet1|External Addresses|Add one or more email addresses that are not held within Hornbill. Multiple email address must be separated by a comma. '''Note:''' Please ensure there is no trailing comma. This will create an additional, empty, address which will cause an error.}}<br />
{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}<br />
{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}<br />
{{bullet1|Mailbox Name|Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under}}<br />
{{bullet1|Email From|Select the email address that you want listed as the sender.}}<br />
{{bullet1|Email Template Entity|Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as ''Auto'' to use the default ''Request'' entity.}}<br />
{{bullet1|Email Template|Select the email template that you want to use for this email}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}<br />
}}<br />
<!-- **************************************************************************************************************************** --><br />
<!-- * Email Request Owner * --><br />
<!-- **************************************************************************************************************************** --><br />
{{BPMAutomation|EmailOwner|Email Request Owner|<br />
[[File:bpmemailowner.png|thumb|link=https://wiki.hornbill.com/images/e/ea/Bpmemailowner.png]]|<br />
Use this node to send an email to the owner of the request|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}<br />
{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}<br />
{{bullet1|Mailbox Name|Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under}}<br />
{{bullet1|Email From|Select the email address that you want listed as the sender.}}<br />
{{bullet1|Email Template Entity|Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as ''Auto'' to use the default ''Request'' entity.}}<br />
{{bullet1|Email Template|Select the email template that you want to use for this email}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Get Request Information * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
====Get Request Information====<br />
Use the Get Request Information node at any stage in a process and preceding another process node when you want to make the variables of the Request available. Variables may include Customer, Status, Site, Priority, or any Answers to Customer defined questions from different Progressive capture forms or attributes of the customer or organisation of the request the business process is running against.<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Customer Details * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Customer_Details|Customer Details|<br />
[[File:bpmgetcustomerdetails.png|thumb|link=https://wiki.hornbill.com/images/3/3a/Bpmgetcustomerdetails.png]]|<br />
Use this option at the start of a stage or preceding a task, authorisation, or decision node to load the Customer's organisations details (variables) into the stage, and to make them available to other node operations where you may wish to specify or refer to '''Variable''' values from the customer of the request.|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Source Email Details * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Source_Email_Details|Source Email Details|<br />
[[File:bpmsourceemaildetails.png|thumb|link=https://wiki.hornbill.com/images/a/ad/Bpmsourceemaildetails.png]]|<br />
When the origin of a Request is an email (i.e. raised via Routing Rules or Email View), this option can be used to retrieve the details of the email message. This includes FROM address, TO address, subject, content, date sent and date received. You can use the Variable Picker or the Expressions Builder to make a decision on the retrieved details.|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Organisation Details * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Organisation_Details|Organisation Details|<br />
[[File:bpmorganisationdetails.png|thumb|link=https://wiki.hornbill.com/images/1/1c/Bpmorganisationdetails.png]]|<br />
Use this option at the start of a stage or preceding a task, authorisation, or a decision node to load the Customer's Organisations details to make them available as variables to other node operations where you may wish to specify or refer to values from the customer's organisation associated to the request.|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Owner Details * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|GetRequestInfoOwner|Owner Details|<br />
[[File:getrequestownerbpm.png|thumb|link=https://wiki.hornbill.com/images/8/8b/Getrequestownerbpm.png]]|<br />
Use this operation when you need to use information about the owner of the request for making decisions or to populate other BPM operations with this data. This operation will populate a number of variables that represent the information about the owner of the request.|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Request Details * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|GetRequestInfoRequestDetails|Request Details|<br />
[[File:getrequestdetailsbpm.png|thumb|link=https://wiki.hornbill.com/images/b/bb/Getrequestdetailsbpm.png]]|<br />
Use this operation when you need to use information held within a request for making decisions or to populate other BPM operations with this data. This operation will populate a number of variables that represent the information held within a request.| <br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Progressive Capture Answers * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Progessive_Capture_Answers|Progressive Capture Answers|<br />
[[File:bpmprogressivecaptureanswers.png|thumb|link=https://wiki.hornbill.com/images/d/d7/Bpmprogressivecaptureanswers.png]]|<br />
Use this option before a '''Decision''' node, if you want to load into the process the '''Answers''' from Progressive Capture Custom Forms. By selecting this option, you can load and make available the answers to progressive capture custom forms, to then evaluate in following '''Decision''' nodes. <br />
<br />
An example of the use of this node could be if you have created a custom form which asked questions about a new start, and one of these questions was to determine which Department they would be joining, it is feasible in your business process that you may wish to check the answer value, and if it was '''Sales''' then branch in one direction, and if it was '''Accounts''' you may want to branch in another direction. Using the Get Request Information > Progressive Capture Answers will allow these answers to be evaluated in a supporting business process.|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Service Details * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Service_Details|Service Details|<br />
[[File:bpmservicedetails.png|thumb|link=https://wiki.hornbill.com/images/1/10/Bpmservicedetails.png]]|<br />
Use this operation to extract details of the service that is set against a request in order to use the Service Details to use with decision node outcomes within your workflow.|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Site Details * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|GetRequestInfoRequestDetails|Site Details|<br />
[[File:getrequestsitebpm.png|thumb|link=https://wiki.hornbill.com/images/0/0a/Getrequestsitebpm.png]]|<br />
Use this operation when you need to use information held within a request for making decisions or to populate other BPM operations with this site details. This operation will populate a number of variables that represent the site information held within a request.|<br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Team Details * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|GetTeamDetails|Team Details|<br />
[[File:getteamdetails.png|thumb|link=https://wiki.hornbill.com/images/a/a2/Getteamdetails.png]]|<br />
Use this operation when you need to get information about the team that the request is assigned to. This can be used for making decisions or to populate other BPM operations with this team details. Team Manager and Team Lead information can also be returned to help with notifications and assignments for important requests.| <br />
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}<br />
}}<br />
<br />
====Integration====<br />
<br />
Use the Integration node at any stage of a process, where you wish to invoke specific actions against a 3rd party application from the available list of applications.<br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Create Jira Request <br />
<div class="mw-collapsible-content"><br />
::Requests > Integration > Create Jira Request<br />
[[File:Creat_Jira_Request.png|600px]]<br />
<br />
Create a new request in a specific Jira instance and against a parent project. Using this option will create a new request in Jira, of the required type. <br />
*This will pass the summary and description of the Service Manager request to the newly created request in Jira, and then pass back the Jira request id into the '''External Reference''' field on the Service Manager request if successful, as well as include an update in the request timeline if required, with a hyperlink to the request in Jira. If the request to raise a request fails, this will also be written to the Service Manager Timeline with the reason for the failure to create.<br />
<br />
The following options need to be Configured:<br />
<br />
*'''Request id:''' Leave as Auto to pick up on the Request id against which the process is running.<br />
*'''Use App Settings:''' Set to Yes if you want to use the global values you can define in the system settings for Service Manager (Home > Service Manager > Application), select No if you want to manually set the values to use for this specific node.<br />
<br />
If selecting Yes, the following system settings will need to have been set and will be used:<br />
<br />
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.issueType''': This is the Jira Issue type which will be created - Bug, Improvement, New Feature, Task or custom created on your Jira instance.<br />
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.userName''': The Username of the account in Jira which the new request will be created under.<br />
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.password''': The Password for the user account in Jira which the new request will be created under.<br />
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.projectName''': The Parent Project to which the new request will belong.<br />
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.url''': The full URL for the Jira instance against which the new request will be created.<br />
<br />
If selecting No the following options will need to be manually set<br />
<br />
*'''URL:''' The full URL for the Jira instance against which the new request will be created.<br />
*'''Project Name:''' The Parent Project to which the new request will belong.<br />
*'''Issue Type:''' This is the Jira Issue type which will be created - Bug, Improvement, New Feature, Task or custom created on your Jira instance.<br />
*'''Username:''' The Username of the account in Jira which the new request will be created under.<br />
*'''Password:''' The Password for the user account in Jira which the new request will be created under.<br />
<br />
In either case the following can also be configured manually.<br />
<br />
*'''Update Timeline:''' Leave this as Auto if you want the Service Manager Request Timeline to be updated to record the fact that a Request has been created in Jira, and for the update to contain a hyperlink to the newly created request in Jira (as shown below)<br />
[[File:Jira_Create.png|600px]]<br />
</div><br />
</div><br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Add Jira Request Comment<br />
<div class="mw-collapsible-content"><br />
::Requests > Integration > Add Jira Request Comment<br />
[[File:Add_Jira_Comment.png|600px]]<br />
<br />
Add a comment to an existing Jira request.<br />
* This option will allow for a predefined comment to be added to a specific Jira Request. The configured comment will be added to the Jira request id, which is held in the '''External Reference''' field of the Service Manager request, against which this node is invoked from it's underlying business process. In most cases this will have been created automatically by using the '''Create Jira Request''' earlier in the same business process, but the Jira Request id can have been added manually to the Service Manager request '''External Reference''' field as well. <br />
<br />
The following options need to be Configured:<br />
<br />
*'''Request id:''' Leave as Auto to pick up on the Request id against which the process is running.<br />
*'''Use App Settings:''' Set to Yes if you want to use the global values you can define in the system settings for Service Manager (Home > Service Manager > Application), select No if you want to manually set the values to use for this specific node.<br />
<br />
If selecting Yes, the following system settings will need to have been set and will be used:<br />
<br />
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.userName''': The Username of the account in Jira which the new comment will be created under.<br />
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.password''': The Password for the user account in Jira which the new comment will be created under.<br />
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.url''': The full URL for the Jira instance against which the new request comment will be added.<br />
<br />
If selecting No the following options will need to be manually set<br />
<br />
*'''URL:''' The full URL for the Jira instance against which the new request will be created.<br />
*'''Username:''' The Username of the account in Jira which the new comment will be created under.<br />
*'''Password:''' The Password for the user account in Jira which the new request comment will be added.<br />
<br />
In either case the following will also need to be configured manually.<br />
<br />
*'''Comment:''' Configure the message content which will be added to the Jira Request<br />
*'''Update Timeline:''' Leave this as Auto if you want the Service Manager Request Timeline to be updated to record the fact that a comment has been added to a request in Jira, and for the timeline update to contain a hyperlink to the newly created comment in the Jira request (as shown below)<br />
[[File:Jira_Comment.png|600px]]<br />
<br />
This will add the Comment into the '''Comments''' tab of the Activity section on the Jira request as shown below.<br />
[[File:Jira_Comment_Jira.png|600px]]<br />
</div><br />
</div><br />
<br />
<!-- ******************************************************** START OF NEW REQUEST ********************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
<div id="integrationnewrequest"></div><br />
* Log New Service Request<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:bpmintegrationrequest.png|thumb|link=https://wiki.hornbill.com/images/a/a6/Bpmintegrationrequest.png|Log New Request]]<br />
==== Log New Service Request ====<br />
This node can be used by other Hornbill apps to raise requests within Service Manager. <br />
==== Options ====<br />
:* ''' Summary''' <br />
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary<br />
:* ''' Description''' <br />
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description <br />
:* ''' Service '''<br />
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list<br />
:* ''' Catalog Item '''<br />
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item<br />
:* ''' Priority '''<br />
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list<br />
:* ''' Category '''<br />
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.<br />
:* ''' Team '''<br />
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list <br />
:* ''' Owner '''<br />
:: To add an Owner to the new request, set to ''Manual'' and select start typing the name of the user and then select them from the pick list<br />
:* ''' Site '''<br />
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list <br />
:* ''' Status '''<br />
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list <br />
:* '''System Timeline Update'''<br />
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''<br />
:* ''' Manual Timeline Update '''<br />
:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.<br />
:* ''' Visibility'''<br />
:: Set the Visibility of the Timeline Entry if one is provided.<br />
|}<br />
</div><br />
</div><br />
</div><br />
<!-- **************************************END OF OPERATION DOCUMENTATION***************************************************** --><br />
<br />
====Linked Requests====<br />
Use the Linked Requests node to automatically post updates and resolve linked Requests. Linked requests are those that have been linked using the Link Action Item on a request form. <br />
<br />
<!-- ******************************* START OF RESOLVE LINKED REQUESTS ******************************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Resolve Linked Requests<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:bpmresolvelinkedrequest.png|thumb|link=https://wiki.hornbill.com/images/1/19/Bpmresolvelinkedrequest.png|Resolve Linked Requests]]<br />
<br />
==== Resolve Linked Requests ====<br />
This option allows you at specific times in a process to resolve linked requests. The options include defining the update text which will be added to the linked requests, as well as setting granular options to decide which linked request types should be updated. For example you may only want the Incidents from the Problem to receive the update, and not the Change, which the Problem is also linked too. <br />
<br />
==== Options ====<br />
:* '''Request ID'''<br />
:: This value is automatically applied. Leave this setting as ''Auto''<br />
:* '''Request Type'''<br />
:: When set, only the request type that is selected will be resolved. When not set, all linked requests will be resolved<br />
:* '''Status'''<br />
:: Select the status that you wish to set the linked requests to. Either '''Resolve''' or '''Close'''<br />
:* '''Visibility'''<br />
:: Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals. <br />
:* '''System Timeline Update'''<br />
::Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update'''<br />
::Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Stop Timers'''<br />
:: If there are Service Level Target Timers (Response or Resolution) on the linked request, these timers will be stopped and the Target marked<br />
:* '''Notify Owner'''<br />
:: Notify the owner of any linked request when resolved. The type of notification will be based on the Service Manager application settings<br />
::: '''guest.app.requests.notification.notificationType.teamLinkedRequestResolveAction'''<br />
::: '''guest.app.requests.notification.notificationType.teamLinkedRequestResolveAction'''<br />
:* '''Email Customer'''<br />
:: Send an email to Customer of the linked requests. Requires that the Mailbox Name and Email Template are selected<br />
:* '''Mailbox Name'''<br />
:: Name of the mailbox from which to send a customer email when the Email Customer option is set to ''Yes''<br />
:* '''Email Template'''<br />
:: Name of the Email Template to use when the Email Customer option is set to ''Yes''<br />
|}<br />
</div><br />
</div><br />
</div><br />
<br />
<!-- **************************************START OF UPDATE LINKED REQUESTS***************************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Update Linked Requests<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:bpmupdatelinkedrequests.png|thumb|link=https://wiki.hornbill.com/images/6/64/Bpmupdatelinkedrequests.png|Update Linked Requests]]<br />
<br />
==== Update Linked Requests ====<br />
This option allows you at specific times in a process to update linked requests. The options include defining the update text which will be added to the linked requests, as well as setting granular options to decide which linked request types should be updated. For example you may only want the Incidents from the Problem to receive the update, and not the Change, which the Problem is also linked too. <br />
<br />
==== Options ====<br />
:* '''Request ID'''<br />
:: This value is automatically applied. Leave this setting as ''Auto''<br />
:* '''Content'''<br />
:: Provide the text that you would like to include in the update<br />
:* '''Visibility'''<br />
:* Set the visibility level for the update. Decide if this is only for the team, or if it should be a customer facing update which the customer can view via the timeline of the requests on the portals.<br />
:* '''Request Type'''<br />
:: Select a specific request type where only the linked requests of this type will be updated<br />
:* '''Update Closed Requests'''<br />
:: Set if the update should also be applied to any linked requests which have a closed status.<br />
:* '''System Timeline Update'''<br />
:: Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update''' <br />
:: Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
|}<br />
</div><br />
</div><br />
</div><br />
<!-- **************************************END OF OPERATION***************************************************** --><br />
<br />
==== Log Requests ====<br />
Use the Log Request to automatically raise another request at a particular point in the workflow. <br />
<!-- ****************************************************** START OF OPERATION *********************************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
<div id="LogNewChange"></div><br />
* Log New Change<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:bpmlognewchange.png|thumb|link=https://wiki.hornbill.com/images/d/da/Bpmlognewchange.png|Log New Change]]<br />
:* '''Request ID'''<br />
:: This is an automatic option and should be set to ''Auto''<br />
:* ''' Summary''' <br />
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary<br />
:* ''' Description''' <br />
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description <br />
:* ''' Service '''<br />
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list. If a Service is specified without a Catalog Item, the BPM workflow set against this request type on the Service Configuration will be used on the new request.<br />
:* ''' Catalog Item '''<br />
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item. If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.<br />
:* ''' Priority '''<br />
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list<br />
:* ''' Category '''<br />
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.<br />
:* ''' Team '''<br />
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list <br />
:* ''' Owner '''<br />
:: To add an Owner to the new request, set to ''Manual'' and select start typing the name of the user and then select them from the pick list<br />
:* ''' Site '''<br />
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list <br />
:* ''' Status '''<br />
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list <br />
:* ''' Copy Customer? '''<br />
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Summary? '''<br />
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Description? '''<br />
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Service? '''<br />
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Priority? '''<br />
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Category? '''<br />
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Team? '''<br />
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Owner? '''<br />
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Site? '''<br />
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Status? '''<br />
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Questions? '''<br />
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' System Timeline Update '''<br />
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''<br />
:* ''' Manual Timeline Update '''<br />
:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.<br />
:* ''' Visibility'''<br />
:: Set the Visibility of the Timeline Entry if one is provided.<br />
|}<br />
</div><br />
</div><br />
</div><br />
<br />
<!-- ****************************************************** START OF OPERATION *********************************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
<div id="LogNewIncident"></div><br />
* Log New Incident<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:lognewincident.png|thumb|link=https://wiki.hornbill.com/images/6/65/Lognewincident.png|Log New Incident]]<br />
:* '''Request ID'''<br />
:: This is an automatic options and should be set to ''Auto''<br />
:* ''' Summary''' <br />
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary<br />
:* ''' Description''' <br />
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description <br />
:* ''' Service '''<br />
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list. If a Service is specified without a Catalog Item, the BPM workflow set against this request type on the Service Configuration will be used on the new request.<br />
:* ''' Catalog Item '''<br />
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item. If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.<br />
:* ''' Priority '''<br />
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list<br />
:* ''' Category '''<br />
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.<br />
:* ''' Team '''<br />
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list <br />
:* ''' Owner '''<br />
:: To add an Owner to the new request, set to ''Manual'' and select start typing the name of the user and then select them from the pick list<br />
:* ''' Site '''<br />
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list <br />
:* ''' Status '''<br />
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list <br />
:* ''' Copy Customer? '''<br />
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Summary? '''<br />
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Description? '''<br />
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Service? '''<br />
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Priority? '''<br />
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Category? '''<br />
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Team? '''<br />
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Owner? '''<br />
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Site? '''<br />
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Status? '''<br />
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Questions? '''<br />
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' System Timeline Update '''<br />
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''<br />
:* ''' Manual Timeline Update '''<br />
:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.<br />
:* ''' Visibility'''<br />
:: Set the Visibility of the Timeline Entry if one is provided.<br />
|}<br />
</div><br />
</div><br />
</div><br />
<!-- ****************************************************** START OF OPERATION *********************************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
<div id="LogNewKnownError"></div><br />
* Log New Known Error<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:bmplognewke.png|thumb|link=https://wiki.hornbill.com/images/f/ff/Bmplognewke.png|Log New Known Error]]<br />
:* '''Request ID'''<br />
:: This is an automatic options and should be set to ''Auto''<br />
:* ''' Summary''' <br />
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary<br />
:* ''' Description''' <br />
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description <br />
:* ''' Service '''<br />
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list. If a Service is specified without a Catalog Item, the BPM workflow set against this request type on the Service Configuration will be used on the new request.<br />
:* ''' Catalog Item '''<br />
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item. If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.<br />
:* ''' Priority '''<br />
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list<br />
:* ''' Category '''<br />
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.<br />
:* ''' Team '''<br />
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list <br />
:* ''' Owner '''<br />
:: To add an Owner to the new request, set to ''Manual'' and select start typing the name of the user and then select them from the pick list<br />
:* ''' Site '''<br />
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list <br />
:* ''' Status '''<br />
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list <br />
:* ''' Copy Customer? '''<br />
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Summary? '''<br />
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Description? '''<br />
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Service? '''<br />
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Priority? '''<br />
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Category? '''<br />
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Team? '''<br />
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Owner? '''<br />
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Site? '''<br />
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Status? '''<br />
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Questions? '''<br />
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' System Timeline Update '''<br />
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''<br />
:* ''' Manual Timeline Update '''<br />
:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.<br />
:* ''' Visibility'''<br />
:: Set the Visibility of the Timeline Entry if one is provided.<br />
|}<br />
</div><br />
</div><br />
</div><br />
<br />
<!-- ****************************************************** START OF OPERATION *********************************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
<div id="LogNewProblem"></div><br />
* Log New Problem<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:bmplognewproblem.png|thumb|link=https://wiki.hornbill.com/images/b/bb/Bmplognewproblem.png|Log New Problem]]<br />
:* '''Request ID'''<br />
:: This is an automatic options and should be set to ''Auto''<br />
:* ''' Summary''' <br />
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary<br />
:* ''' Description''' <br />
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description <br />
:* ''' Service '''<br />
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list. If a Service is specified without a Catalog Item, the BPM workflow set against this request type on the Service Configuration will be used on the new request.<br />
:* ''' Catalog Item '''<br />
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item. If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.<br />
:* ''' Priority '''<br />
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list<br />
:* ''' Category '''<br />
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.<br />
:* ''' Team '''<br />
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list <br />
:* ''' Owner '''<br />
:: To add an Owner to the new request, set to ''Manual'' and select start typing the name of the user and then select them from the pick list<br />
:* ''' Site '''<br />
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list <br />
:* ''' Status '''<br />
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list <br />
:* ''' Copy Customer? '''<br />
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Summary? '''<br />
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Description? '''<br />
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Service? '''<br />
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Priority? '''<br />
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Category? '''<br />
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Team? '''<br />
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Owner? '''<br />
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Site? '''<br />
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Status? '''<br />
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Questions? '''<br />
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' System Timeline Update '''<br />
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''<br />
:* ''' Manual Timeline Update '''<br />
:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.<br />
:* ''' Visibility'''<br />
:: Set the Visibility of the Timeline Entry if one is provided.<br />
|}<br />
</div><br />
</div><br />
</div><br />
<br />
<!-- ****************************************************** START OF OPERATION *********************************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
<div id="LogNewRelease"></div><br />
* Log New Release<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:bmplognewrelease.png|thumb|link=https://wiki.hornbill.com/images/e/ea/Bmplognewrelease.png|Log New Release]]<br />
:* '''Request ID'''<br />
:: This is an automatic options and should be set to ''Auto''<br />
:* ''' Summary''' <br />
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary<br />
:* ''' Description''' <br />
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description <br />
:* ''' Service '''<br />
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list. If a Service is specified without a Catalog Item, the BPM workflow set against this request type on the Service Configuration will be used on the new request.<br />
:* ''' Catalog Item '''<br />
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item. If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.<br />
:* ''' Priority '''<br />
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list<br />
:* ''' Category '''<br />
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.<br />
:* ''' Team '''<br />
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list <br />
:* ''' Owner '''<br />
:: To add an Owner to the new request, set to ''Manual'' and select start typing the name of the user and then select them from the pick list<br />
:* ''' Site '''<br />
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list <br />
:* ''' Status '''<br />
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list <br />
:* ''' Copy Customer? '''<br />
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Summary? '''<br />
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Description? '''<br />
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Service? '''<br />
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Priority? '''<br />
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Category? '''<br />
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Team? '''<br />
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Owner? '''<br />
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Site? '''<br />
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Status? '''<br />
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Questions? '''<br />
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' System Timeline Update '''<br />
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''<br />
:* ''' Manual Timeline Update '''<br />
:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.<br />
:* ''' Visibility'''<br />
:: Set the Visibility of the Timeline Entry if one is provided.<br />
|}<br />
</div><br />
</div><br />
</div><br />
<br />
<!-- ****************************************************** START OF OPERATION *********************************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
<div id="LogNewRequest"></div><br />
* Log New Request<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:bmplognewrequest.png|thumb|link=https://wiki.hornbill.com/images/0/05/Bmplognewrequest.png|Log New Request]]<br />
:* '''Request ID'''<br />
:: This is an automatic options and should be set to ''Auto''<br />
:* ''' Summary''' <br />
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary<br />
:* ''' Description''' <br />
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description <br />
:* ''' Service '''<br />
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list. If a Service is specified without a Catalog Item, the BPM workflow set against this request type will be used on the new request.<br />
:* ''' Catalog Item '''<br />
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item. If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.<br />
:* ''' Priority '''<br />
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list<br />
:* ''' Category '''<br />
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.<br />
:* ''' Team '''<br />
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list <br />
:* ''' Owner '''<br />
:: To add an Owner to the new request, set to ''Manual'' and select start typing the name of the user and then select them from the pick list<br />
:* ''' Site '''<br />
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list <br />
:* ''' Status '''<br />
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list <br />
:* ''' Copy Customer? '''<br />
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Summary? '''<br />
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Description? '''<br />
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Service? '''<br />
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Priority? '''<br />
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Category? '''<br />
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Team? '''<br />
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Owner? '''<br />
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Site? '''<br />
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Status? '''<br />
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' Copy Questions? '''<br />
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''<br />
:* ''' System Timeline Update '''<br />
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''<br />
:* ''' Manual Timeline Update '''<br />
:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.<br />
:* ''' Visibility'''<br />
:: Set the Visibility of the Timeline Entry if one is provided.<br />
|}<br />
</div><br />
</div><br />
</div><br />
<br />
<br />
{{infobox|Using these options in your business processes, please be aware of where you are invoking them / placing them in the workflow, and in turn which business processes are going to be invoked against the new Incident or Service Request raised. Please avoid scenario's where one business process may invoke the logging of a new request, where the new request's business process immediately is configured to log a new request which again has a business process which again logs another request immediately creating a loop. The result of which may be a lot of unwanted requests. In the event this occurs, disable the causing business process and resolve the issue.}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Questions * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
=== Questions ===<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Delete Questions * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Delete_Questions|Delete Questions|<br />
[[File:bpmdeletequestions.png|thumb|link=https://wiki.hornbill.com/images/2/26/Bpmdeletequestions.png]]|<br />
This Hornbill Automation will delete the entire Questions section on a request. This can be used to remove this information once it has performed its use and it no longer required. |<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Timeline Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}<br />
}}<br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Request Service * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
===Request Service===<br />
<br />
Use the Request Service node, if you wish to automate the availability status setting of the service associated to a request. It can be useful to automate the settings of of a services availability status to both the support community and the subscribed customers of a service, both when a request has been raised and or when it has been resolved, and normal service and availability is resumed.<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Update Service Status * --><br />
<!-- ****************************************************************************************************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Update Service Status<br />
<div class="mw-collapsible-content"><br />
:* '''Request ID''' - This is an automatic options and should be set to ''Auto''<br />
:* '''Status''' - Select the Status to set the Service's Availability too, or choose No Status if no Status is required to be displayed for the Service. <br />
:* '''Status Message''' - An optional message to be displayed alongside the Status - this will be visible to both analysts supporting the service, and customers subscribed to the service.<br />
[[File:Update_Request_Service_Status.png|centre|600px]]<br />
</div><br />
</div><br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --><br />
<!-- * Suspend Requests * --><br />
<!-- * * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
===Suspend===<br />
<br />
Use the Suspend nodes if you wish to suspend the progress of the workflow until a defined action is performed manually on the Request. This could include waiting for a Priority to be set, a Customer added, Ownership set or the Resolution defined. Configuration options include the ability to specify the context (which Action Bar icon) the Request will appear in whilst waiting for the Suspend (manual action) to be performed. <br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Await Expiry * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Await_Expiry|Await Expiry|<br />
[[File:bpmwaitforexpiry.png|thumb|link=https://wiki.hornbill.com/images/2/29/Bpmwaitforexpiry.png]]|<br />
Use this suspend node to suspend a Request's workflow until the expire period has been reached.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue. If you wish to use a date/time for expiry, set this option to "ignore" and set the'Expire Date/Time' option below instead.}}<br />
{{bullet1|Expiry Date/Time|This option determines when the node expires. A date/time value must be supplied (e.g. 2040-01-01T12:00:00Z) which can be injected from the Variable Picker. If the "expire period" option has been set, any value in this 'Expire Date/Time' option will be disregarded.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for List of Request Authorisers * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Request_Authorisers|Wait for List of Request Authorisers|<br />
[[File:bpmwaitforlistofapprovers.png|thumb|link=https://wiki.hornbill.com/images/8/89/Bpmwaitforlistofapprovers.png]]|<br />
Use this Hornbill Automation to present an Authorization Action on a request form that lets you manually assign authorisers at a particular point in the BPM Workflow. Once all authorisers have been submitted, an authorisation task will be sent to all the selected users (''Requests > Suspend > List of Request Authorisers'')|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Authorisation Type|There are three available Authorization Types. ''Individual'' - Only one of the selected authorizers will be required to approve the authorization in order to proceed. ''Majority'' - At least half of the selected authorizers will be required to approve the authorization in order to proceed. ''Unanimous'' - All of the selected authorizers must approve the authorization in order to proceed.}}<br />
{{bullet1|Use Previous Authorisers|If a list of authorisers had previously been selected in a preceding authorisation, selecting 'Yes' will reuse this list of authorisers}}<br />
{{bullet1|Service Owner|Selecting ''Yes'' will automatically include the owner of the service that the requests is raised against, to the list of authorizers}}<br />
{{bullet1|Linked Services Owners|Selecting ''Yes'' will automatically include the owners of the services that are linked to the request, to the list of authorizers}}<br />
{{bullet1|Linked Assets Owners|Selecting ''Yes'' will automatically include the owners of the assets that are linked to the request, to the list of authorizers}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
<br />
:[[File:Information.png|14px|text-top|Information]] Once the authorisers have been submited the ''Auto Assign Authorisation'' BPM node is used to distribute the authorisation tasks. The ''Auto Assign Authorisation'' BPM Node must follow the ''Wait for List of Request Authorisors'' BPM Node, either immediately after or later on in the workflow at the point when you want the authorisations to be sent out. <br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Request Closure * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Request_Closure|Wait for Request Closure|<br />
[[File:bpmwaitforclosure.png|thumb|link=https://wiki.hornbill.com/images/0/0a/Bpmwaitforclosure.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until the request has a status of ''closed''.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Request Closure Category * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Request_Closure_Category|Wait for Request Closure Category|<br />
[[File:bpmwaitforclosurecategory.png|thumb|link=https://wiki.hornbill.com/images/2/2b/Bpmwaitforclosurecategory.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until the Closure Category has been set.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Customer * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Customer|Wait for Customer|<br />
[[File:bpmwaitforcustomer.png|thumb|link=https://wiki.hornbill.com/images/a/a2/Bpmwaitforcustomer.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until the Customer has been set.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ***************************************************************************************************************************** --><br />
<!-- * Wait for Feedback * --><br />
<!-- ***************************************************************************************************************************** --><br />
{{BPMAutomation|SuspendAndWaitForFeedback|Wait for Feedback|<br />
[[File:bpmswaitforfeedback.png|thumb|link=https://wiki.hornbill.com/images/8/83/Bpmswaitforfeedback.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until the Customer has provided feedback on the request.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ************************************************************************************************************** --><br />
<!-- * Wait for Request Description * --><br />
<!-- ************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Request_Description|Wait for Request Description|<br />
[[File:bpmwaitfordescription.png|thumb|link=https://wiki.hornbill.com/images/a/ad/Bpmwaitfordescription.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until a description has been provided on the request.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ************************************************************************************************************** --><br />
<!-- * Wait for Request Email * --><br />
<!-- ************************************************************************************************************** --><br />
{{BPMAutomation|waitForRequestEmail|Wait for Request Email|<br />
[[File:bpmwaitforrequestemail.png|thumb|link=https://wiki.hornbill.com/images/a/a1/Bpmwaitforrequestemail.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until an email has been sent from the request.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- **************************************************************************************************************************** --><br />
<!-- * Wait for External Reference * --><br />
<!-- **************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_External_Reference|Wait for External Reference|<br />
[[File:bpmwaitforexternalreference.png|thumb|link=https://wiki.hornbill.com/images/9/9c/Bpmwaitforexternalreference.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until an external reference has been provided.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ***************************************************************************************************************************** --><br />
<!-- * Wait for Impact Assessment * --><br />
<!-- ***************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Impact_Assessment|Wait for Impact Assessment|<br />
[[File:bpmwaitforimpactassessment.png|thumb|link=https://wiki.hornbill.com/images/c/c9/Bpmwaitforimpactassessment.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until an Impact Assessment has been completed|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ***************************************************************************************************************************** --><br />
<!-- * Wait for Linked Asset * --><br />
<!-- ***************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Linked_Assets|Wait for Linked Assets|<br />
[[File:bpmwaitforlinkedassets.png|thumb|link=https://wiki.hornbill.com/images/d/df/Bpmwaitforlinkedassets.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until one or more Assets have been linked to the request|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ************************************************************************************************************** --><br />
<!-- * Wait for Linked Request Update * --><br />
<!-- ************************************************************************************************************** --><br />
{{BPMAutomation|waitForLinkedRequestUpdate|Wait for Linked Request Update|<br />
[[File:bpmwaitforlinkedrequestupdate.png|thumb|link=https://wiki.hornbill.com/images/f/fc/Bpmwaitforlinkedrequestupdate.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until an update has been made on a linked request.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Request Type|This limits the suspend to only wait for updates from linked requests of the selected type}}<br />
{{bullet1|Linked Request ID|This limits the suspend to only wait for updates from a linked request with provided Request ID. This can use variables to automatically populate this information.}}<br />
{{bullet1|Contains|Include a string of text which will match the text within the linked request's timeline}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ***************************************************************************************************************************** --><br />
<!-- * Wait for Linked Services * --><br />
<!-- ***************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Linked_Services|Wait for Linked Services|<br />
[[File:bpmwaitforlinkedservice.png|thumb|link=https://wiki.hornbill.com/images/6/61/Bpmwaitforlinkedservice.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until an external reference has been provided.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for New Request Owner * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_New_Request_Owner|Wait for New Request Owner|<br />
[[File:bpmwaitfornewrequestowner.png|thumb|link=https://wiki.hornbill.com/images/5/54/Bpmwaitfornewrequestowner.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until the ownership of the request has been changed from one owner to another.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Request Off Hold * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Request_Off_Hold|Wait for Request Off Hold|<br />
[[File:bpmwaitforoffhold.png|thumb|link=https://wiki.hornbill.com/images/3/3d/Bpmwaitforoffhold.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until the request status has come off hold.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Request Owner * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Request_Owner|Wait for Request Owner|<br />
[[File:bpmwaitforowner.png|thumb|link=https://wiki.hornbill.com/images/e/ec/Bpmwaitforowner.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until an owner has been assigned to the request.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Request Priority * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Request_Priority|Wait for Request Priority|<br />
[[File:bpmwaitforpriority.png|thumb|link=https://wiki.hornbill.com/images/b/b5/Bpmwaitforpriority.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until a priority has been set on the request.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Request Category * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Request_Category|Wait for Request Category|<br />
[[File:bpmwaitforrequestcategory.png|thumb|link=https://wiki.hornbill.com/images/b/b2/Bpmwaitforrequestcategory.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until a category has been set on the request.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Request Resolution * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Request_Resolution|Wait for Request Resolution|<br />
[[File:bpmwaitforrequestresolution.png|thumb|link=https://wiki.hornbill.com/images/f/f5/Bpmwaitforrequestresolution.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until the request status has been set to resolved.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Request Site * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Request_Site|Wait for Request Site|<br />
[[File:bpmwaitforrequestsite.png|thumb|link=https://wiki.hornbill.com/images/4/4b/Bpmwaitforrequestsite.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until a site has been linked to the request.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Status Change * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Status_Change|Wait for Status Change|<br />
[[File:bpmwaitforstatuschange.png|thumb|link=https://wiki.hornbill.com/images/0/04/Bpmwaitforstatuschange.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until the status of the request has changed from one status to another.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|From Status|The workflow will only continue when the request is changed from this status}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Request Summary * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Request_Summary|Wait for Request Summary|<br />
[[File:bpmwaitforrequestsummary.png|thumb|link=https://wiki.hornbill.com/images/4/47/Bpmwaitforrequestsummary.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until the summary has bee set against the request|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Request Team * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Request_Team|Wait for Request Team|<br />
[[File:bpmwaitforrequestteam.png|thumb|link=https://wiki.hornbill.com/images/4/46/Bpmwaitforrequestteam.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until an team has been assigned to the request.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Wait for Request Update * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Wait_for_Request_Update|Wait for Request Update|<br />
[[File:bpmwaitforrequestupdate.png|thumb|link=https://wiki.hornbill.com/images/c/c2/Bpmwaitforrequestupdate.png]]|<br />
Use this Hornbill Automation to suspend a Request's workflow until an update, using the Update Action has been added to the request.|<br />
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}<br />
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}<br />
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}<br />
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}<br />
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}<br />
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}<br />
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}<br />
}}<br />
<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * * --> <br />
<!-- * Update Request * --><br />
<!-- * * --> <br />
<!-- ****************************************************************************************************************************** --><br />
<br />
===Update Request===<br />
<br />
Use the Update Request node to automatically update the values of specific Request attributes at any stage in the process. Examples being updating the Logging or Closing Categories of a Request.<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Logging Category<br />
<div class="mw-collapsible-content"><br />
::Requests > Update Request > Logging Category<br />
<br />
Specify the logging category which will associated to the request. This is typically used where the category of the request is known based on the business process being associated against a specific request catalog item, and as such the analyst is not required to make a manual assessment and categorisation. <br />
<br />
[[File:updateRequestCategoryNew.jpg|700px]]<br />
:* '''Category''' - This option will prompt you to select a Category. If supplied, "Category (From Variable)" option will be ignored.<br />
:* '''Category (From Variable)''' - This option requires you to provide the Id of a Category (Value of h_id column in h_sys_profiles table). This can be used when a field that is driven by a Simple List made up of Categories is set up in a Progressive Capture. This option should only be supplied if "Category" option is not set.<br />
:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update''' - Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Visibility''' - Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals. <br />
</div><br />
</div><br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Closure Category<br />
<div class="mw-collapsible-content"><br />
::Requests > Update Request > Closure Category<br />
<br />
Specify the closure category which will be associated to the request. This is typically used where the business process is set to automatically resolve or close and the analyst is not required to manually resolve and specify a closure category. <br />
<br />
[[File:Closure_Category.png|600px]]<br />
:* '''Category''' - This option will prompt you to select a Category. If supplied, "Category (From Variable)" option will be ignored.<br />
:* '''Category (From Variable)''' - This option requires you to provide the Id of a Category (Value of h_id column in h_sys_profiles table). This can be used when a field that is driven by a Simple List made up of Categories is set up in a Progressive Capture. This option should only be supplied if "Category" option is not set.<br />
:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update''' - Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Visibility''' - Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals. <br />
</div><br />
</div><br />
<br />
<!-- ******************************************************************************************* --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
<div id="UpdateCustomer"></div><br />
* Update Customer<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:bpmupdatecustomer.png|thumb|Update Customer|link=https://wiki.hornbill.com/images/f/f5/Bpmupdatecustomer.png]]<br />
==== Update Customer ====<br />
Use this node to automatically add or update a request with a Customer<br />
==== Options ====<br />
{{Bullet1|Request ID|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{Bullet1|Co-Worker|Select a Co-worker that will be used as the customer of the request}}<br />
{{Bullet1|Contact|Select a Contact that will be used as the customer of the request}}<br />
{{Bullet1|Co-worker (From Variable)|Use a variable to populated the customer, based on a Co-worker ID}}<br />
{{Bullet1|Contact (From Variable)|Use a variable to populate the customer, based on a contact ID}}<br />
{{Bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}<br />
{{Bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{Bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}<br />
|}<br />
</div><br />
</div><br />
</div><br />
<!-- **************************************END OF OPERATION DOCUMENTATION***************************************************** --><br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Custom Fields<br />
<div class="mw-collapsible-content"><br />
::Requests > Update Request > Custom Fields<br />
<br />
This provides the ability to update any or all of the custom fields of a request. The input box is single line only and values should be restricted to 255 characters which is the defined max length for all custom fields. When populating custom fields please pay attention to the type of value you are populating, and ensure this is compatible with the type of field you have specified for the corresponding custom field in the request type and service form designer in the user interface. <br />
<br />
[[File:Update_Request_Custom_Fields.png|600px]]<br />
:* '''Custom Field A - T & Custom Field 21 to 40''' - Populate the required custom field(s) with the value(s) that you wish to update the custom field(s) with. This can be text and/or attributes from the Variable Picker.<br />
:* '''Append Text''' - This determines if the supplied value of the custom field, should append any existing value of the custom field. By default this is set to replace any existing value, with the value defined here.<br />
:* '''Format Checkbox Value''' - This option determines whether the value from a checkbox (i.e. Outcome Field from a Human Task) is formatted to remove the square brackets and double quotes. By default, this option is set to "No".<br />
:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update''' - Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Visibility''' - Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals. <br />
</div><br />
</div><br />
<br />
<!-- **************************************************** START OF UPDATE DETAILS ************************************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px" id="Details"><br />
* Details<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:updaterequestdetailsbpm.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Updaterequestdetailsbpm.png|Update Request Details BPM]] Use this operation to update the Summary and Description of a request. You can either add a new summary or description or append to the existing values. <br />
:* '''Request Id'''<br />
:: This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''.<br />
:* '''Summary'''<br />
:: Set to ''Auto'' if you want to use an output variable from a previous BPM operation where that variable is named ''summary''. If the variable ''summary'' does not exist, no action will be taken. Set to ''Manual'' to provide the information to be used to update the summary. This can include the use of [[Request Variables| Request Variables]]. Set to ''Ignore'' if no action is required.<br />
:* '''Description'''<br />
:: Set to ''Auto'' if you want to use an output variable from a previous BPM operation where that variable is named ''description''. If the variable ''description'' does not exist, no action will be taken. Set to ''Manual'' to provide the information to be used to update the Description. This can include the use of [[Request Variables| Request Variables]]. Set to ''Ignore'' if no action is required.<br />
:* '''Append Text'''<br />
:: Set to ''Auto'' if the update is to replace the existing text. Set to ''Manual'' and select ''Yes'' to append the update to the end of the existing text<br />
:* '''System Timeline Update'''<br />
:: Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update'''<br />
:: Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Visibility''' <br />
:: Choose what level of visibility will be automatically applied to this update. Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals. <br />
|}<br />
</div><br />
</div><br />
</div><br />
<!-- **************************************************** END OF UPDATE DETAILS ************************************************************** --><br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* External Reference<br />
<div class="mw-collapsible-content"><br />
:: Use this operation to update the External Reference field that is held against the requests.<br />
<br />
[[File:bp_update_external_ref.png|600px]]<br />
:* '''External Reference'''<br />
:: Either enter an external reference number or use the variable picker to take the External Reference held in a variable<br />
:* '''System Timeline Update'''<br />
:: Select ''Yes''if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update'''<br />
:: Select ''Yes'' to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Visibility'''<br />
:: Choose what level of visibility will be automatically applied to this update. Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.<br />
</div><br />
</div><br />
<br />
<!-- **************************************************** START OF FIRST TIME FIX ************************************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px" id="Details"><br />
<div id="FirstTimeFix"></div><br />
* First Time Fix<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:firsttimefixbpm.png|thumb|link=https://wiki.hornbill.com/images/f/f8/Firsttimefixbpm.png|First Time Fix]] Use this operation to update the First Time Fix flag on a request. You can apply the rules to set the requirements for a first time fix. This operation should be added at point within the workflow when the request has reached a resolved state. <br />
:* '''Request Id'''<br />
:: This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''.<br />
:* '''No Team Reassignments'''<br />
:: Set to ''Yes'' If you wish to include the rule that there must not be any team reassignments in order to be classed as a first time fix. Set to ''Auto'' or ''No'' to exclude this rule.<br />
:* '''No Owner Reassignments'''<br />
:: Set to ''Yes'' If you wish to include the rule that there must not be any owner reassignments in order to be classed as a first time fix. Set to ''Auto'' or ''No'' to exclude this rule.<br />
:* '''No Hold Time'''<br />
:: Set to ''Yes'' If you wish to include the rule that there must not be any point at which this request was placed on hold. Set to ''Auto'' or ''No'' to exclude this rule.<br />
:* '''Max Open Time'''<br />
:: Set to ''Manual'' and add an amount of time to include the rule that the request must be resolved within this time frame to count as a first time fix. Set to ''Auto'' to exclude this rule. Putting a request on-hold does not extend the ''Max Open Time''.<br />
:* '''Include Working Time Calendar'''<br />
:: Set to ''Manual'' and chose a Working Time Calendar to include the use of a Working Time Calendar when calculating the ''Max Open Time''. Set to ''Auto'' to exclude this rule<br />
:* '''System Timeline Update'''<br />
:: Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update'''<br />
:: Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Visibility''' <br />
:: Choose what level of visibility will be automatically applied to this update. Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals. <br />
|}<br />
</div><br />
</div><br />
</div><br />
<!-- **************************************************** END OF FIRST TIME FIX ************************************************************** --><br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Place On Hold<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
<br />
[[File:bpmplaceonhold.png|thumb|link=https://wiki.hornbill.com/images/5/5c/Bpmplaceonhold.png|Place On Hold]] Use this operation to automatically put a request on-hold when a point within the workflow has been reached.<br />
:* '''Request Id'''<br />
:: This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''.<br />
:* '''On Hold Period'''<br />
:: Enter the number of Years, Months, Days, Hours, and Minutes that the request will be on hold for.<br />
:* '''On Hold Period Apply Working Time Calendar'''<br />
:: Set this to ''Yes'' to apply the WTC that is associated to the request to be used. This will ensure that the request comes off hold during work hours.<br />
:* '''Reason'''<br />
:: Include information that describes the reason for the request being placed on-hold.<br />
:* '''System Timeline Update'''<br />
:: Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update'''<br />
:: Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Visibility''' <br />
:: Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.<br />
:* '''Sub-Status'''<br />
:: Set the sub-status of the request when the request is placed on-hold<br />
|}<br />
</div><br />
</div><br />
</div><br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Priority<br />
<div class="mw-collapsible-content"><br />
::Requests > Update Request > Priority<br />
<br />
Use this node to set the '''Priority'''' of the request. This can be useful when your business process is supporting a specific request catalog item, and the '''Priority''' for such items can be predetermined and therefore can be set. It is also useful to use within a process where a decision node may branch and different '''Priorities''' are possible depending on the path followed. Decide if the setting of the '''Priority''' should also mark the request timeline.<br />
<br />
[[File:Update_Priority.png|600px]]<br />
:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update''' - Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Visibility''' - Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals. <br />
</div><br />
</div><br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Resolution Text<br />
<div class="mw-collapsible-content"><br />
::Requests > Update Request > Resolution Text<br />
<br />
Use this node to set the '''Resolution Text'''' of the request. This can be useful when your business process is supporting a specific request catalog item, and the '''Resolution''' for such items can be predetermined and therefore can be set. <br />
<br />
[[File:Update_Request_Resolution_text.png|600px]]<br />
:* '''Resolution Text''' - The text which will appear in the resolution text box (this can include the use of request variables)<br />
:* '''Overwrite Resolution Text''' - Decide if this option should overwrite and replace any existing text in the resolution field - by default this is set to No<br />
:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update''' - Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Visibility''' - Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals. <br />
</div><br />
</div><br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Update Service * --><br />
<!-- ****************************************************************************************************************************** --><br />
{{BPMAutomation|Update_Service|Service|<br />
[[File:bpm_update_service.png|thumb|link=https://wiki.hornbill.com/images/1/13/Bpm_update_service.png]]|<br />
Use this Hornbill Automation to change the currently assigned Service and Request Catalog Item. This can be used in conjunction with assign operations to move a quest that has been raised under the wrong service and team.|<br />
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}<br />
{{bullet1|Service|Select the Service that will be associated to the request}}<br />
{{bullet1|Catalog Item|Select the Request Catalog Item that will be associated to the request}}<br />
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}<br />
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}<br />
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}<br />
}}<br />
<!-- ****************************************************************************************************************************** --><br />
<!-- * Update Service Level * --><br />
<!-- ****************************************************************************************************************************** --><br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Service Level<br />
<div class="mw-collapsible-content"><br />
::Requests > Update Request > Service Level<br />
<br />
Use this node to update the Service Level that has been applied to the request. This can be used to apply a Service Level if one has not been allocated or if at a point in your workflow you would like to automatically re-assess the applied Service Level, this will use your Service Level Rules and check for any changes to the request to determine if a change is Service Level is required.<br />
<br />
:* '''There are no options required for this operation.'''<br />
:: Because of how this operation works there are no options to select from. It simply executes the operation. <br />
</div><br />
</div><br />
<br />
<!-- ************************************************************************************************************** --><br />
<!-- * Update Site * --><br />
<!-- ************************************************************************************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
<div id="UpdateSite"></div><br />
* Site<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:bpmupdatesite.png|thumb|link=https://wiki.hornbill.com/images/0/03/Bpmupdatesite.png|Update Site]]<br />
<br />
==== Site ====<br />
Use this node to set the ''Site'' of the request. The configuration options include pre-defining the ''Site'' from the full list of Sites, which have been created in Organisational structure or from a variable.<br />
==== Options ====<br />
:* '''Request ID'''<br />
:: In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.<br />
:* '''Site'''<br />
:: Select from the list of available sites as defined under the Organizational Data in Administration<br />
:* '''Site ID (From Variable)'''<br />
:: Use a variable that has been populated from Progressive Capture to set the Site. The Group Picker option on the Custom Progressive Capture form will be the most common way of providing the Site ID in a variable.<br />
:* '''System Timeline Update''' <br />
:: Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update''' <br />
::Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Visibility'''<br />
:: Choose what level of visibility will be automatically applied to this update. Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals. <br />
|}<br />
</div><br />
</div><br />
</div><br />
<!-- ************************************************************************************************************** --><br />
<!-- * Update Site (Customer's Site) * --><br />
<!-- ************************************************************************************************************** --><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Site (Customer' Site)<br />
<div class="mw-collapsible-content"><br />
::Requests > Update Request > Site (Customer's Site)<br />
<br />
Use this node to set the '''Site''' of the request to that of the site defined against the customer of the request. Decide if the setting of the '''Site''' should be marked on the requests timeline.<br />
<br />
[[File:Update_Customers_Site.png|600px]]<br />
:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update''' - Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Visibility''' - Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals. <br />
</div><br />
</div><br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
<div id="UpdateRequestSource"></div><br />
* Source<br />
<div class="mw-collapsible-content"><br />
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"><br />
::{|<br />
|- valign="top"<br />
|style="width:700px"|<br />
[[File:updaterequestsourcebpm.png|thumb|link=https://wiki.hornbill.com/images/5/57/Updaterequestsourcebpm.png|Update Request Source BPM]] The Update Request Source operation allows you to automatically set the source of the request. A number of default sources such as Email, Analyst, Self Service, and Post are added and based on the how the request was raised. This BPM Operation lets you over-ride these source names and allows you to add your own.<br />
<br />
:* '''Request Id'''<br />
:: This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''.<br />
:* '''Source'''<br />
:: Either enter the text that you would like to use to represent the source or you can have this automatically provided by using the variable option.<br />
:* '''System Timeline Update'''<br />
:: Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update'''<br />
:: Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Visibility''' <br />
:: Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.<br />
|}<br />
</div><br />
</div><br />
</div><br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Status / Sub-status<br />
<div class="mw-collapsible-content"><br />
::Requests > Update Request > Status<br />
<br />
Use this node to set the '''Status''' and or '''Sub-Status''' at one or multiple points in a process. It can be useful to automate the changing of the status based on other process actions, without the need for human intervention. <br />
<br />
[[File:business_process_update_status.png|600px]]<br />
:* '''Status''' - Optionally select the Status you wish the Request to be set too<br />
:* ''' Sub-Status''' - Optionally select the Sub-Status you wish the Request to be set too<br />
:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action<br />
:* '''Manual Timeline Update''' - Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action<br />
:* '''Visibility''' - Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals. <br />
</div><br />
</div><br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Timeline<br />
<div class="mw-collapsible-content"><br />
::Requests > Update Request > Timeline<br />
<br />
Use this node to update the '''Timeline''' of a request with a predefined comment. This can be useful when it is important to post information to or an update onto a request based on a prior process action. <br />
<br />
[[File:bp_update_timeline.png|600px]]<br />
:* '''Update Text''' - Define the text to appear in the timeline update, this can include variables from the request or related entities using the variable picker<br />
:* '''URL''' - Include a URL which will be embedded into the timeline update of the request. <br />
:* '''Visibility''' - Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.<br />
</div><br />
</div><br />
<br />
===Request Timers===<br />
<br />
Use the Request Timer nodes at any stage in the process to either start or stop the Response and or Resolution timers. It is not a perquisite to have to use any timers within processes or to have to use both Response and Resolution timers when timers are used.<br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Start Resolver Timer<br />
<div class="mw-collapsible-content"><br />
::Application > Timer > Start Resolver Timer<br />
<br />
Use this node at the required point in the process to start the resolution timer. When selecting this option, the resolution timer will be based on the '''Priority''' associated to the request. The target and any required escalation actions for the resolution timer can be configured in the Service Manager application '''> Services > Service Levels > Resolve Times'''.<br />
<br />
[[File:at_requestTimers_resolutionTimers_startResolutionTimer.png|600px]]<br />
</div><br />
</div><br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Stop Resolution Timer<br />
<div class="mw-collapsible-content"><br />
::Application > Timer > Stop Resolver Timer<br />
<br />
Use this node to stop the resolution timer at the required point in the process. <br />
<br />
[[File:at_requestTimers_resolutionTimers_stopResolutionTimer.png|600px]]<br />
</div><br />
</div><br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Start Response Timer<br />
<div class="mw-collapsible-content"><br />
::Application > Timer > Start Response Timer<br />
<br />
Use this node at the required point in the process to start the response timer. The response timer to use can be selected on the node, and will use the response target and any associated escalation actions which can be configured in the Service Manager application '''> Services > Service Levels > Response Times'''.<br />
<br />
[[File:at_requestTimers_responseTimers_startResponseTimer.png|600px]]<br />
</div><br />
</div><br />
<br />
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"><br />
* Stop Response Timer<br />
<div class="mw-collapsible-content"><br />
::Application > Timer > Stop Response Timer<br />
<br />
Use this node at the required point in the process to stop the response timer.<br />
<br />
[[File:at_requestTimers_responseTimers_stopResponseTimer.png|600px]]<br />
</div><br />
</div><br />
<br />
[[Category:Service Manager]]</div>MaryOhttps://wiki.hornbill.com/index.php?title=Timesheet_Manager&diff=25196Timesheet Manager2020-10-22T08:14:34Z<p>MaryO: </p>
<hr />
<div><div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"><br />
__NOTOC__[[Main Page|Home]] > Timesheet Manager<br />
</div><br />
{|style="width: 100%"<br />
|- valign="top"<br />
|style="width:73%"|<br />
==Introduction==<br />
The Timesheet Manager app allows users to record their time spent completing activities across the different categories of work they undertake. Users are able to manage their own timesheets and those of other users they manage. <br />
<br><br><br />
Hornbill's Timesheet Manager App is currently undergoing major changes. Any feedback, enhancement suggestions, queries on the current functionality or capability of the app, and general how-tos can be posted on the dedicated Timesheet Manager forum found here: [https://community.hornbill.com/forum/134-timesheet-manager/|'''Hornbill Community forums: Timesheet Manager'''].<br />
<br />
|style="width:5%"|<br />
|<br />
|style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"|<br />
<br />
== Related Articles ==<br />
:* [[Timesheet Manager Administration]]<br />
:* [[Timesheet Visibility]]<br />
:* [[Timesheet Categories]]<br />
:* [[Using the Timesheet Manager Plugin|Timesheet Plugin for Service Manager]]<br />
|}<br />
<br><br />
<br />
== [[My Timesheet]] ==<br />
<br />
* View your timesheet, by day, week, and month. <br />
* List and chart <br />
* Manage time entries<br />
<br />
== [[My Co-workers]] ==<br />
<br />
* View timesheets for co-workers you have visibility of<br />
* Daily, weekly, and monthly views<br />
* List and chart options<br />
<br />
== [[My Teams]] ==<br />
<br />
* View timesheets for teams you have visibility of<br />
* Daily, weekly, and monthly views<br />
* List and chart options<br />
<br />
== Time Recording ==<br />
<br />
Time can be recorded into Timesheet Manager from both the right hand panel and through a series of plugins to the line of business applications on the Hornbill platform. <br />
<br />
=== Right Hand Panel ===<br />
<br />
[[File:AddingTimeRHP.png|link=https://wiki.hornbill.com/images/e/e0/AddingTimeRHP.png|thumb|Right Hand Panel]]<br />
When adding time in Hornbill Timesheet Manager, this will be done on most occasions using the Right Hand Panel<br />
<br />
:* '''Configuration'''<br />
:: The ''Cog'' icon at the top of the right hand panel allows you to configure two options. <br />
::* '''''Clear fields after new value entered'''''<br />
::: Having this enabled will automatically clear all the fields when adding a new timesheet entry<br />
::* '''''Full day time'''''<br />
::: Set the duration of your normal work day. This allows you to quickly add full or half day entries when you are setting your time for a new entry<br />
:* '''Category'''<br />
:: Select one of the available categories to set against a new time entry. This is a mandatory field that needs to be set before continuing<br />
:* '''Sub Category'''<br />
:: Select a sub category. This is an optional field<br />
:* '''Comments'''<br />
:: Add some notes to provide a more detailed description of your entry<br />
:* '''Time Entry'''<br />
:: Add your hours and minutes that you wish to include on your entry. Once you have added your time, you can either click ''Add'' to add the time as a new completed timesheet entry. Optionally you can click on the ''Start New Timer'' which will start a running clock to capture your time while you are working on something. If you forgot to start the timer when you started your work, add the time to the hours and minutes fields prior to starting the new timer. <br />
:* '''Existing Entries'''<br />
:: View and browse existing timesheet entries and the total time spent for selected days<br />
<br />
{{infobox|There are a number of entities which can be automatically associated to a Timesheet entry. When you are viewing one of these entities in the main window, this will show at the top of the Right Hand Panel. Entities include Documents, Service Manager Requests, and Projects }}<br />
<br />
=== In Context on Entities ===<br />
[[File:timesheet_manager_plugin_time.png|right|500px]]<br />
Where Timesheet is used in applications on Hornbill, the time recording feature will be available to be used (where configured in the individual app) against the individual entities themselves (request actions, tasks, emails etc).<br />
<br />
The time recording feature will present:<br />
<br />
* A '''Play''' Button - To start an automated recording of time<br />
:* When automated time recording is enabled, it is not possible to manually override this, without first pausing the timer<br />
:* Use the pause icon to pause the time<br />
* A '''Clock''' Button - Use this option to manually record (hours, minutes, seconds)<br />
:* Pick a category and subcategory to record the time against (if a default category/subcategory is set for this entity action, the category/subcategory will be preset (but can be manually changed if desired)<br />
:* If no default category/subcategory is defined, the whole feature will appear in orange, and the user will need to manually select the category/subcategory<br />
:* Use the '''Green''' tick button to record the time<br />
<br />
== Apps Timesheet is available in ==<br />
<br />
Timesheet is available to be used in the following apps on Hornbill.<br />
<br />
===Collaboration===<br />
<br />
* '''Email''' - Record time spent composing emails from shared mailboxes, and on the sending of the emails, have the time spent recorded automatically in the users timesheet.<br />
* '''Activities''' - Record the time spent in completing activities through the Days / Hours / Minutes time spent feature of an activity and have the time recorded automatically in the users timesheet.<br />
<br />
===[[Using the Timesheet Manager Plugin|Service Manager]]===<br />
<br />
* '''Requests''' - Record time directly against a request<br />
* '''Activities''' - Record the time spent in completing request activities through the Days / Hours / Minutes time spent feature of a request activity and have the time recorded automatically in the users timesheet<br />
* '''Request Actions''' - Record the time spent in completing request actions, and have the time recorded automatically in the users timesheet. <br />
:* Configuration options exist to enable or disable the ability to record time per action type, per request type and per service.<br />
:* Update, email, resolve, attach, phone, document, cancel, workaround, schedule, change customer, connections<br />
* Timesheet provides a feature per request to provide:<br />
:* Total Time Recorded in Timesheet Manager per request<br />
:* Graphical representation of the amount of time recorded against the different Categories / sub categories per request<br />
<br />
===Project Manager===<br />
<br />
* '''Projects''' - Record time directly against a project<br />
* '''Tasks''' - Record the time spent in completing project tasks through the Days / Hours / Minutes time spent feature of a project task and have the time recorded automatically in the users timesheet<br />
* Timesheet provides a feature per project to provide<br />
:* Total Time Recorded in Timesheet Manager per project<br />
:* Graphical representation of the amount of time recorded against the different Categories / sub categories per project<br />
<br />
===Document Manager===<br />
<br />
* '''Documents''' - Record time directly against a document<br />
<br />
===Supplier Manager===<br />
<br />
* '''Suppliers''' - Record time directly against a supplier<br />
<br />
== Administration of Categories and Sub Categories ==<br />
<br />
Categories and subcategories are managed in the admin console '''[[Timesheet Categories]]'''<br />
<br />
=== Manage Default Categories ===<br />
[[File:ManageDefaultCategories.png|right|500px]]<br />
<br />
Having defined the Categories/subcategories needed, and having applied the configuration as to which users and teams have visibility to use those options, it is possible to map each Category and or Sub Category to common actions and action types in the different line of business apps on the Hornbill platform. <br />
<br />
Applying default categories provides a number of different benefits:<br />
<br />
* User's don't have to pick a category each time they want to record time in different apps and whilst performing different actions<br />
* The recording of time and the ability to more accurately report against time recorded will be more accurate, as users are not asked to choose the category/sub-category <br />
<br />
It is possible to set default categories / Sub Categories for the following actions <br />
<br />
* Emails<br />
* Activity<br />
* Request Actions<br />
* Organisation<br />
* Contact<br />
* Add Contact<br />
<br />
:* Users can still manually opt to to override the default and manually select a category/subcategory<br />
:* If no default category/subcategory is defined, when the user is recording time via the plugin, the time recording feature will display orange and a category can be manually selected by the user<br />
<br><br />
<br />
[[Category:Timesheet Manager]]</div>MaryOhttps://wiki.hornbill.com/index.php?title=Timesheet_Manager&diff=25195Timesheet Manager2020-10-22T08:09:11Z<p>MaryO: </p>
<hr />
<div><div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"><br />
__NOTOC__[[Main Page|Home]] > Timesheet Manager<br />
</div><br />
{|style="width: 100%"<br />
|- valign="top"<br />
|style="width:73%"|<br />
==Introduction==<br />
The Timesheet Manager app allows users to record their time spent completing activities across the different categories of work they undertake. Users are able to manage their own timesheets and those of other users they manage. <br />
<br><br><br />
Hornbill's Timesheet Manager App is currently undergoing major changes. Any feedback, enhancement suggestions, queries on the current functionality or capability of the app, and general how-tos can be posted on the dedicated Timesheet Manager forum found here: [https://community.hornbill.com/forum/134-timesheet-manager/|'''Hornbill Community forums: Timesheet Manager'''].<br />
<br />
|style="width:5%"|<br />
|<br />
|style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"|<br />
<br />
== Related Articles ==<br />
:* [[Timesheet Manager Administration]]<br />
:* [[Timesheet Visibility]]<br />
:* [[Timesheet Categories]]<br />
:* [[Using the Timesheet Manager Plugin|Timesheet Plugin for Service Manager]]<br />
|}<br />
<br><br />
<br />
== [[My Timesheet]] ==<br />
<br />
* View your timesheet, by day, week, and month. <br />
* List and chart <br />
* Manage time entries<br />
<br />
== [[My Co-workers]] ==<br />
<br />
* View timesheets for co-workers you have visibility of<br />
* Daily, weekly, and monthly views<br />
* List and chart options<br />
<br />
== [[My Teams]] ==<br />
<br />
* View timesheets for teams you have visibility of<br />
* Daily, weekly, and monthly views<br />
* List and chart options<br />
<br />
== Time Recording ==<br />
<br />
Time can be recorded into Timesheet Manager from both the right hand panel and through a series of plugins to the line of business applications on the Hornbill platform. <br />
<br />
=== Right Hand Panel ===<br />
<br />
[[File:AddingTimeRHP.png|link=https://wiki.hornbill.com/images/e/e0/AddingTimeRHP.png|thumb|Right Hand Panel]]<br />
When adding time in Hornbill Timesheet Manager, this will be done on most occasions using the Right Hand Panel<br />
<br />
:* '''Configuration'''<br />
:: The ''Cog'' icon at the top of the right hand panel allows you to configure two options. <br />
::* '''''Clear fields after new value entered'''''<br />
::: Having this enabled will automatically clear all the fields when adding a new timesheet entry<br />
::* '''''Full day time'''''<br />
::: Set the duration of your normal work day. This allows you to quickly add full or half day entries when you are setting your time for a new entry<br />
:* '''Category'''<br />
:: Select one of the available categories to set against a new time entry. This is a mandatory field that needs to be set before continuing<br />
:* '''Sub Category'''<br />
:: Select a sub category. This is an optional field<br />
:* '''Comments'''<br />
:: Add some notes to provide a more detailed description of your entry<br />
:* '''Time Entry'''<br />
:: Add your hours and minutes that you wish to include on your entry. Once you have added your time, you can either click ''Add'' to add the time as a new completed timesheet entry. Optionally you can click on the ''Start New Timer'' which will start a running clock to capture your time while you are working on something. If you forgot to start the timer when you started your work, add the time to the hours and minutes fields prior to starting the new timer. <br />
:* '''Existing Entries'''<br />
:: View and browse existing timesheet entries and the total time spent for selected days<br />
<br />
{{infobox|There are a number of entities which can be automatically associated to a Timesheet entry. When you are viewing one of these entities in the main window, this will show at the top of the Right Hand Panel. Entities include Documents, Service Manager Requests, and Projects }}<br />
<br />
=== In Context on Entities ===<br />
[[File:timesheet_manager_plugin_time.png|right|500px]]<br />
Where Timesheet is used in applications on Hornbill, the time recording feature will we available to be used (where configured in the individual app) against the individual entities themselves (request actions, tasks, emails etc).<br />
<br />
The time recording feature will present:<br />
<br />
* A '''Play''' Button - To start an automated recording of time<br />
:* When automated time recording is enabled, it is not possible to manually override this, without first pausing the timer<br />
:* Use the pause icon to pause the time<br />
* A '''Clock''' Button - Use this option to manually record (hours, minutes, seconds)<br />
:* Pick a category and subcategory to record the time against (if a default category/subcategory is set for this entity action, the category/subcategory will be preset (but can be manually changed if desired)<br />
:* If no default category/subcategory is defined, the whole feature will appear in orange, and the user will need to manually select the category/subcategory<br />
:* Use the '''Green''' tick button to record the time<br />
<br />
== Apps Timesheet is available in ==<br />
<br />
Timesheet is available to be used in the following apps on Hornbill.<br />
<br />
===Collaboration===<br />
<br />
* '''Email''' - Record time spent composing emails from shared mailboxes, and on the sending of the emails, have the time spent recorded automatically in the users timesheet.<br />
* '''Activities''' - Record the time spent in completing activities through the Days / Hours / Minutes time spent feature of an activity and have the time recorded automatically in the users timesheet.<br />
<br />
===[[Using the Timesheet Manager Plugin|Service Manager]]===<br />
<br />
* '''Requests''' - Record time directly against a request<br />
* '''Activities''' - Record the time spent in completing request activities through the Days / Hours / Minutes time spent feature of a request activity and have the time recorded automatically in the users timesheet<br />
* '''Request Actions''' - Record the time spent in completing request actions, and have the time recorded automatically in the users timesheet. <br />
:* Configuration options exist to enable or disable the ability to record time per action type, per request type and per service.<br />
:* Update, email, resolve, attach, phone, document, cancel, workaround, schedule, change customer, connections<br />
* Timesheet provides a feature per request to provide:<br />
:* Total Time Recorded in Timesheet Manager per request<br />
:* Graphical representation of the amount of time recorded against the different Categories / sub categories per request<br />
<br />
===Project Manager===<br />
<br />
* '''Projects''' - Record time directly against a project<br />
* '''Tasks''' - Record the time spent in completing project tasks through the Days / Hours / Minutes time spent feature of a project task and have the time recorded automatically in the users timesheet<br />
* Timesheet provides a feature per project to provide<br />
:* Total Time Recorded in Timesheet Manager per project<br />
:* Graphical representation of the amount of time recorded against the different Categories / sub categories per project<br />
<br />
===Document Manager===<br />
<br />
* '''Documents''' - Record time directly against a document<br />
<br />
===Supplier Manager===<br />
<br />
* '''Suppliers''' - Record time directly against a supplier<br />
<br />
== Administration of Categories and Sub Categories ==<br />
<br />
Categories and subcategories are managed in the admin console '''[[Timesheet Categories]]'''<br />
<br />
=== Manage Default Categories ===<br />
[[File:ManageDefaultCategories.png|right|500px]]<br />
<br />
Having defined the Categories/subcategories needed, and having applied the configuration as to which users and teams have visibility to use those options, it is possible to map each Category and or Sub Category to common actions and action types in the different line of business apps on the Hornbill platform. <br />
<br />
Applying default categories provides a number of different benefits:<br />
<br />
* User's don't have to pick a category each time they want to record time in different apps and whilst performing different actions<br />
* The recording of time and the ability to more accurately report against time recorded will be more accurate, as users are not asked to choose the category/sub-category <br />
<br />
It is possible to set default categories / Sub Categories for the following actions <br />
<br />
* Emails<br />
* Activity<br />
* Request Actions<br />
* Organisation<br />
* Contact<br />
* Add Contact<br />
<br />
:* Users can still manually opt to to override the default and manually select a category/subcategory<br />
:* If no default category/subcategory is defined, when the user is recording time via the plugin, the time recording feature will display orange and a category can be manually selected by the user<br />
<br><br />
<br />
[[Category:Timesheet Manager]]</div>MaryOhttps://wiki.hornbill.com/index.php?title=Supplier&diff=24925Supplier2020-09-17T09:44:10Z<p>MaryO: </p>
<hr />
<div>{{Bluebanner|[[Main Page|Home]] > [[Applications]] > [[Supplier Manager]] > Supplier|[[:Category:Supplier Manager|Index]]}}<br />
{|style="width: 100%"<br />
|- valign="top"<br />
|style="width:73%"|<br />
== Introduction ==<br />
Each Supplier will have a supplier record, from where you can manage and interact with them<br />
|style="width:5%"|<br />
|<br />
|style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"|<br />
<br />
== Related Articles ==<br />
:* [[Supplier Manager Administration]]<br />
:* [[Supplier Manager]]<br />
:* [[Supplier Contracts]]<br />
|}<br />
<br />
==Supplier Information and Actions==<br />
[[File:Supplier_Manager_Supplier_Action_Bar.png|right|400px]]<br />
The title bar will display the supplier name, and a banner to indicate the supplier status - '''Active Supplier''' for example.<br />
<br />
There are several icons associated to each supplier:<br />
<br />
* '''Favourite Supplier''' - Mark suppliers as being favourites. This will allow you to filter suppliers on the supplier catalog, by those marked as favourites<br />
* '''Lock Supplier''' - By default suppliers are marked as '''Open''' i.e they can be viewed by all users who have the '''Supplier User''' role. As an owner of a supplier you can mark a supplier as '''Locked''' and then you can manage and control which users have visibility of such suppliers and what rights they are granted to interact with the supplier record.<br />
* '''Status''' - The status of the supplier<br />
* '''Custom Buttons''' - Any configured and available custom buttons will be available here. Users with the '''Project Administrator''' role will be able to add, edit and remove custom buttons.<br />
* '''Archive Supplier''' - Use this option to archive the supplier<br />
<br />
==Action Bar==<br />
<br />
The action bar provides you with options to interact with the supplier record:<br />
<br />
* '''Update''' - Add a post to the supplier record, this will be visible on the supplier timeline to other users who have the rights to view the supplier.<br />
* '''Document''' - If '''Document Manager''' is installed, you will have the option to search for and link documents to the supplier record<br />
* '''Attach''' - Upload attachments to the supplier record<br />
* '''Board''' - If '''Board Manager''' is installed, you will have the option to add the supplier to boards which are owned or shared with you<br />
* '''Asset''' - If '''Service Manager''' is installed, you will have the option to search for and associate assets to the supplier record<br />
* '''Contract''' - Create Contracts which are provided by the supplier<br />
* '''Contact''' - Add Supplier Contacts<br />
* '''Link''' - Add links to the Supplier record, for example supplier website or support portal <br />
* '''Review''' - Add a review of the supplier<br />
* '''Audit Trail''' - View all additions, changes and deletions from the supplier record, who performed them and when. <br />
<br />
==Details==<br />
<br />
This section includes basic information about each supplier, name, address, industry, location, contact information. <br />
<br />
* Users with the '''Form Designer''' role, are able to add, remove, hide fields in this section, as well as decide which sections of the details view the fields appear in using the drag and drop designer. <br />
<br />
==Owner==<br />
<br />
This records the user who is the owner of the supplier. <br />
<br />
* If the '''owner''' marks the supplier as '''locked''' via the padlock icon in the supplier title bar, they will be presented with a permissions control, where they can add rights and permissions for other users, groups and roles in regards to the supplier. <br />
<br />
==Notes==<br />
<br />
Displays the '''Notes''' field from the details section on the supplier record. The content of the notes field is searchable from the '''Supplier Catalog''' view<br />
<br />
==Email==<br />
<br />
Allows for the sending of emails to the accounts, sales or support email address associated with the supplier in the '''Basic Details''' section of the '''Details''' section on the supplier record<br />
<br />
* Selecting to email a supplier function will open the email compose pop up and pre-populate the to address with the email address associated to the relevant supplier function.<br />
* Once the email is sent, a record and link to the email will be visible in the supplier timeline<br />
<br />
==Tags==<br />
<br />
Add and Remove suppler tags<br />
<br />
==Activities==<br />
<br />
Add and actions associated to the supplier - for example annual performance review<br />
<br />
==Members==<br />
<br />
Add other Supplier Manager users, as members to the supplier, defining their roles / function in regards to the supplier relationship<br />
<br />
==Timeline==<br />
<br />
Collaborate on the supplier with other supplier users. <br />
<br />
==Plugins==<br />
<br />
* '''Document Manager''' - With Document Manager installed, and where a user has a document manager role, they will be able to search for and associate documents to the supplier via the action bar.<br />
* '''Boards Manager''' - With Supplier Manager installed, and where a user has a boards manager role, they will be able to view, search add and remove suppliers from boards they own or have shared with them (subject to the specific rights afforded to them on each board).<br />
* '''Service Manager''' - With Service Manager installed you can automate the starting of Supplier Contract events from Service Manager Requests '''(Coming Soon)'''<br />
<br />
<br />
[[Category:Supplier Manager]]</div>MaryOhttps://wiki.hornbill.com/index.php?title=Supplier_Manager_Roles&diff=24923Supplier Manager Roles2020-09-14T11:00:03Z<p>MaryO: </p>
<hr />
<div><div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"><br />
__NOTOC__<br />
{| style="width:100%"<br />
|[[Main Page|Home]] > [[Administration]] > [[Supplier Manager Administration]] > Supplier Manager Roles<br />
|style="text-align:right;"|[[:Category:Project Manager Administration|Index]]<br />
|}<br />
</div><br />
{|style="width: 100%"<br />
|- valign="top"<br />
|style="width:73%"|<br />
== Introduction ==<br />
Hornbill Roles are used to group users with similar access requirements to the different applications or to Administration. Using roles takes away the need to manage rights on an user by user basis. A Role is provided by Supplier Manager to use and allocate to users of the Supplier Manager app. Custom roles can also be created to meet any specific need.<br />
|style="width:5%"|<br />
|<br />
|style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"|<br />
<br />
== Related Articles ==<br />
:* [[Supplier Manager]]<br />
|}<br />
<br />
==Roles==<br />
<br />
:* '''Supplier Administrator'''<br />
:: This role grants the user all standard supplier manager user functionality, including the ability to permanently delete suppliers and supplier contacts<br />
:* '''Supplier User'''<br />
:: This role grants the user all standard supplier manager user functionality<br />
<br />
<br />
[[Category:Supplier Manager]]</div>MaryOhttps://wiki.hornbill.com/index.php?title=Live_Chat_Roles&diff=24815Live Chat Roles2020-08-05T16:18:16Z<p>MaryO: </p>
<hr />
<div>__NOTOC__[[Main Page|Home]] > [[Live Chat]] > Roles<br />
<br />
==Introduction==<br />
[[File:lc_administration.png |right|400px]]<br />
In Hornbill, Live Chat delivers some default roles with various levels of rights to the application<br />
<br><br />
<br><br />
<br><br />
<br><br />
<br><br />
<br><br />
<br><br />
<br><br />
==Roles==<br />
<br />
[[Category:Live Chat]]<br />
* '''Chat Session Admin''' - Role is a system role primarily used for Elevation purposes we do not recommend assigning this role to any User. (Full Rights) <br />
* '''Chat Session Agent''' - Role should be assigned to any Agent who will be interacting with chat sessions (Rights to Create , Accept, Update, Close)<br />
* '''Chat Session Manager''' - Role should be assigned to any Agent who will be managing Chat Agents (Rights to Create, Accept, Update Close, Delete)<br />
* '''Portal Chat Session User''' - Role should be assigned to the Customer Portal account to enable use in the ''Customer Portal'' or to <br>individual ''Basic / Full'' Users to enable access in the service portal. (Rights to Create and Update their own as well as close)</div>MaryOhttps://wiki.hornbill.com/index.php?title=Live_Chat_Administration&diff=24814Live Chat Administration2020-08-05T16:17:01Z<p>MaryO: </p>
<hr />
<div>__NOTOC__[[Main Page|Home]] > [[Live Chat]] > Administration<br />
[[File:lc_administration.png |right|400px]]<br />
==Introduction==<br />
In Hornbill, Live Chat is available in both the Service and Customer portals, an optional popup can be displayed giving quicker access to a chat agent.<br />
<br />
----<br />
[[Category:Live Chat]]<br />
<br />
===Configuration===<br />
<br />
{| class="wikitable"<br />
! style="font-weight: bold;" | Setting<br />
! style="font-weight: bold;" | Default<br />
! style="font-weight: bold;" | Explanation<br />
|-<br />
| Enabled<br />
| False<br />
| Enable / Disable Chat functionality in the Self Service Portal<br />
|-<br />
| Busy<br />
| False<br />
| Manually enable the Busy Message preventing any new sessions<br />
|-<br />
| Show Self Service Popup<br />
| True<br />
| Enable the Self Service Popup<br />
|-<br />
| Notification Team<br />
| <br />
| Team used to send New Chat Session Notifications<br />
|-<br />
| Maximum Active Channels<br />
| 5<br />
| Maximum number of pending and active sessions, once this number is reached new sessions will be prevented and the customers will be shown a busy message<br />
|-<br />
| Operational Calendar<br />
| <br />
| Service Level Calendar used to provide working hours for when Self Service Chat is available<br />
|}<br />
<br />
[[File:Lc_administration.png]]<br />
<br />
===Customisation===<br />
<br />
{| class="wikitable"<br />
! style="font-weight: bold;" | Customisation<br />
! style="font-weight: bold;" | Default<br />
! style="font-weight: bold;" | Explanation<br />
|-<br />
| Border Radius<br />
| 0<br />
| Top left and right border radius in pixels for the popup<br />
|-<br />
| Background Colour<br />
| light green<br />
| Background Colour for the Popup<br />
|-<br />
| Border Width<br />
| 0<br />
| Border Width in pixels for the popup<br />
|-<br />
| Border Colour<br />
| White<br />
| Border Colour for the popup<br />
|}<br />
<br />
The text can be edited by clicking inside the preview and you can change language to provide better text in each language you support as an organisation.<br />
<br />
[[File:Lc_administration2.png]]</div>MaryOhttps://wiki.hornbill.com/index.php?title=Live_Chat_Portals&diff=24813Live Chat Portals2020-08-05T16:15:13Z<p>MaryO: </p>
<hr />
<div>__NOTOC__[[Main Page|Home]] > [[Live Chat]] > Self Service Portals<br />
[[File:lc_selfservice.png |right|400px]]<br />
==Introduction==<br />
In Hornbill, Live Chat is available in both the Service and Customer portals, an optional popup can be displayed giving quicker access to a chat agent.<br />
<br />
===Configuration===<br />
To Enable access in the Customer Portal:<br />
* '''Portal Chat Session User''' Role should be associated to the Customer Portal account.<br />
<br />
To Enable access in the Service Portal:<br />
* '''Portal Chat Session User''' Role should be associated to any users that require access to the Live Chat. <br />
<br />
===Popup===<br />
Self Service Popup can be disabled in the [[Live_Chat_Administration | Administration Section]], the popup will not show outside of operational hours or when the desk is set to closed, when busy the end user will be presented with a busy message.<br />
<br />
From an active chat session you can click the expand icon to show the chat session in a full screen view.<br />
<br />
[[File:lc_expand_chatsession.png]]<br />
<br />
----<br />
[[Category:Live Chat]]</div>MaryOhttps://wiki.hornbill.com/index.php?title=Live_Chat_Session&diff=24812Live Chat Session2020-08-05T16:14:30Z<p>MaryO: </p>
<hr />
<div><div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"><br />
__NOTOC__[[Main Page|Home]] > [[Live Chat]] > Chat Session<br />
</div><br />
{|style="width: 100%"<br />
|- valign="top"<br />
|style="width:73%"|<br />
==Introduction==<br />
In Hornbill Live Chat a session can be accepted by only one agent but multiple agents can participate if and when required, when a second agent posts a message they are automatically added as a participant.<br />
|style="width:5%"|<br />
|<br />
|style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"|<br />
<br />
== Related Articles ==<br />
:* [[Live_Chat_Portals|Live Chat on Self Service]]<br />
|}<br />
<br />
==Chat Feed==<br />
[[File:lc_chatsession.png |right|400px]]<br />
When a Chat Sessions is created by a user an initial post is made using the following translation:<br />
* '''guest.com.hornbill.livechat.portals.portal.session.initialMessage''' - Session Created by: %1<br />
<br />
<br />
When an agent accepts a chat session an initial post is made using the following translation:<br />
* '''guest.com.hornbill.livechat.portals.portal.session.acceptMessage''' - Welcome, my name is %1 how can i help you today?<br />
<br />
<br />
When a chat session is closed a post is made using the following translation:<br />
* '''guest.com.hornbill.livechat.portals.portal.session.closeMessge''' - Session Closed By: %1<br />
<br />
<br />
When the browser is closed on an active chat session a post is made using the following translation:<br />
* '''guest.com.hornbill.livechat.portals.portal.session.closeMessge''' - Session Closed By: %1<br />
<br />
<br />
<span style="color: red">Note: the '''%1''' in both translations is important and used to allow the system to inject the markup to make the name or chat session id clickable.</span><br />
<br />
[[File:Lc_notification_strings2.png]]<br />
<br />
==Attachments==<br />
File attachments that meet the Platform Security Restrictions on Size and Extension can be added to a message and appear to both the Agent and the End User.<br />
<br />
[[File:lc_file_attachments.png]]<br />
<br />
==Integration==<br />
The following content can be embedded in a Chat Session:<br />
* Tweet <br />
* Embedded Images (Copy and Paste)<br />
* YouTube Videos<br />
* Vimeo<br />
* Vine<br />
<br />
----<br />
[[Category:Live Chat]]</div>MaryOhttps://wiki.hornbill.com/index.php?title=Supportworks_to_Hornbill_Service_Manager_Migration_Package&diff=24811Supportworks to Hornbill Service Manager Migration Package2020-08-04T15:04:34Z<p>MaryO: </p>
<hr />
<div>==Hornbill Service Manager – Migration Package==<br />
<br />
The package is designed to facilitate a quick and simple migration from Supportworks to the Service Manager application.<br />
<br />
This service is provided as part of a limited initiative offered to qualifying Supportworks customers and will be delivered free of charge by Hornbill Product Specialist Team.<br />
<br />
===What is included?===<br />
<br />
There are basic things needed in order to quickly get the system up and running with meaningful data and connectivity. Because we believe these integrations are essential to every deployment we have put a lot of effort into simplifying the process of establishing these integration points. We also believe that because these integration needs are pretty much universally required by our customers in order that they get good value from our technology, we carry out the work with you to establish these integration points totally free of any charge as part of the Migration. We will generally carry out this work during your evaluation/trial period before you have to make any financial or contractual commitment to us or our service. <br />
<br />
The package includes the migration of all required data from Supportworks; examples below. The actual data content will be mutually agreed with the Hornbill Product Specialist prior to any migration taking place. <br />
<br />
'''1) Integration to your Corporate Email System'''<br />
<br />
The setup of 1 shared mailbox for use with Service Manager (servicedesk@acme.com for example) is included along with the creation of the appropriate role to administer that mailbox and email service. Once created, this will allow for the logging and updating of tickets from email as well as the capability to send outbound emails as updates. POP3 or IMAP4 is required in your environment.<br />
<br />
'''2) Integration via SAML to AD'''<br />
<br />
All of your Co Worker and Service Manager Analyst information will be imported into Service Manager. No physical import is required if SAML is available as users are self-provisioned automatically with SAML. Hornbill will provide the necessary metadata files required to configure the appropriate entries in your ADFS server; this assumes ADFS is already running in your environment as no assistance for ADFS setup will be provided.<br />
Alternatively users may be imported into Hornbill via a dump from Supportworks or AD if SAML not an option.<br />
<br />
'''3) Asset Import using the 3rd Party Asset Discovery tools'''<br />
<br />
Computer/Asset View - if you already have an asset management/discovery tool deployed, our asset import script will connect to the DB and import the data on a scheduled basis into Hornbill Service Manager. If your asset management/discovery tool has a browser based interface we will help you configure your Hornbill instance to include custom buttons/links to launch the asset-specific views of your deployed tool from within the appropriate asset views within Hornbill.<br />
<br />
'''4) Historical Ticket Data'''<br />
<br />
Hornbill where required, and by agreement, will migrate any historical call data from Supportworks to Hornbill Service Manager. Hornbills product specialist will assist you in understanding your requirements and how best to achieve these wherever possible.<br />
<br />
It should be noted that should you elect not to migrate your historical tickets from Supportworks you will still have access to Supportworks and the underlying data should you need it. <br />
<br />
'''5) End User Portal setup'''<br />
<br />
The Hornbill Guest Portal will be setup and made available with simple corporate branding for external users if applicable.<br />
The Hornbill Self Service will be setup and made available for internal users if applicable. This will include Single Sign On and Progressive Capture.<br />
<br />
'''6) Configuration/set up of:'''<br />
<br />
*Users<br />
*Co Workers<br />
*Service Manager Analysts<br />
*Self Service Users<br />
*Contacts<br />
*Teams/Groups<br />
*Roles<br />
*SLA's/Escalation Points<br />
*Call Categories<br />
*Email Templates<br />
*Basic Email Call Logging <br />
*Log a call from an inbound email<br />
*Update a call from an inbound email<br />
<br />
'''7) Services'''<br />
<br />
Hornbill's Product Specialists will deliver a 30 minute session to provide Knowledge transfer and advice in respect to the creation of Services. This will include defining service categories, working with portfolio lifecycles and associating business fulfilment processes to support requests, Incidents, Problems and Changes raised against the services. <br />
<br />
'''8) Reporting and Default System Reports'''<br />
<br />
Hornbill's Product Specialists will deliver two 30 minute sessions to provide Knowledge transfer and advice in respect to the Default System Reports and the Reporting Engine.<br />
<br />
'''9) Dashboards and Default Measures and Widgets'''<br />
<br />
Hornbill's Product Specialists will deliver two 30 minute sessions to provide Knowledge transfer and advice in respect to Default System Measures, Widgets and Dashboards.<br />
<br />
'''10) Default System Business Processes'''<br />
<br />
Hornbill's Product Specialists will deliver two 60 minute sessions to provide Knowledge transfer and advice in respect to the operation of the Hornbill Business Process Manager and the Default System processes.<br />
Additionally Hornbill shall review, advise and guide you in the configuration of your own Incident Management process. <br />
<br />
'''NB'''. This is limited to one process and must be well documented and provided to our Product Specialists in advance for review.<br />
<br />
'''11) Clear Down of System Data'''<br />
<br />
Each Customer will have specific requirements regarding what constitutes a data clear down; accordingly the content will be agreed on a Customer by Customer basis according to these requirements.<br />
<br />
==What else do I need to be aware of?==<br />
<br />
===What’s not included:===<br />
<br />
Although we have hopefully explained, in detail, what is included in this free Migration process, it is also important to describe the type of activities that are not included free of charge. The following are examples of activities that will be charged for as an additional service – this is not an exhaustive list by any means but are examples of the type of activity that we reasonably expect to charge for as “Value Added Services”<br />
<br />
Value Added Services can and will be scoped by the Hornbill Product Specialists as part of our Migration process in order to quantify the effort and investment required, however it should be noted that any such services will only be delivered once you have signed up to the Hornbill service and subscriptions have commenced.<br />
<br />
*The Importing of Asset Data from 3rd Party sources such as SQL Databases, Excel, MS SCCM, Altiris, LANDesk or any other proprietary discovery tools.<br />
<br />
*The creation of bespoke reports in addition to those provided as standard in the Hornbill Service Manager application.<br />
<br />
*The importing of historic ticket data from any other system or data source.<br />
<br />
*We provide a site deployable Data Import tool that will perform ETL (Extract-Transform-Load) operations, pulling data from various local sources such as AD/LDAP, SQL Databases and Flat Files, transform the data and merge into your Hornbill instance. Once configured these data imports can be scheduled to run on a regular basis to keep your data up to date.<br />
<br />
*Assistance with integrations with other applications in respect to the use of Hornbill APIs and Web Hooks.<br />
<br />
*Web Services API - the Hornbill platform exposes all functionality through a single unified and fully documented web services API. The API is an XML RPC-style request/response messaging scheme, with all inputs and outputs fully described by XML Schema and on-line documentation. We also provide simplified language bindings allowing developers to easily integrate within projects built using JavaScript, PHP, C#.NET, Java and C++<br />
<br />
*Web Hooks - the opposite to an API call, a web hook is a call from Hornbill to a web endpoint of your choosing. Most application actions on a Hornbill instance can trigger an action-specific event when an action is performed. Hornbill can be configured to call to a web end point passing the action-specific data to the web service. This is a very powerful mechanism that enables true, near real-time integration with other business systems.<br />
<br />
*The creation of specific Business Processes in Service Manager in addition to those provided as standard in the application.<br />
<br />
*The creation of specific Services in Service Manager in addition to those provided as standard in the application.<br />
<br />
*The creation of complex email routing rules and additional email template in addition to those provided as standard in the application.<br />
<br />
===Value Added Services:===<br />
<br />
Hornbill understands that you may wish us to undertake additional work over those included in the Migration process outlined above. <br />
<br />
When required, and further to understanding and agreeing the scope of any requirements, Value Added Services will be delivered remotely as fixed-price packages. Alternatively Hornbill offers services on a pre-paid hourly basis, as per the rate card below. <br />
<br />
'''Services rate card:'''<br />
<br />
{|<br />
|-<br />
! Services Components !! Units !! Unit Costs<br />
|-<br />
| Remote Services || Per hour || £150'''*'''<br />
|}<br />
'''*''' Value does not include VAT</div>MaryOhttps://wiki.hornbill.com/index.php?title=Timesheet_Categories&diff=24361Timesheet Categories2020-06-30T12:21:31Z<p>MaryO: </p>
<hr />
<div><div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"><br />
__NOTOC__<br />
{| style="width:100%"<br />
|[[Main Page|Home]] > [[Administration]] > [[Timesheet Manager Administration]] > Timesheet Categories<br />
|style="text-align:right;"|[[:Category:Timesheet Manager|Index]]<br />
|}<br />
</div><br />
{|style="width: 100%"<br />
|- valign="top"<br />
|style="width:73%"|<br />
== Introduction ==<br />
Configure and manage timesheet categories<br />
|style="width:5%"|<br />
|<br />
|style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"| <br />
== Related Articles ==<br />
:* [[Timesheet Manager]]<br />
:* [[Timesheet Manager Administration]]<br />
|}<br />
<br />
==Roles==<br />
<br />
* A user will require the '''Timesheet Category Manager''' role to view and manage Timesheet categories and subcategories<br />
* The owner of a category or a user with the '''Timesheet Manager''' role will be able to change the ownership of a category<br />
<br />
==Categories==<br />
[[File:Timesheet_Mange_Categories2.png|right|600px]]<br />
Users who can manage categories will be able to view all categories, but only edit and amend categories which they have created. <br />
<br />
* '''Show my categories only''' - this toggle will filter the list of visible categories based on the one's you have created and own.<br />
<br />
=== Adding Categories ===<br />
<br />
To add a new category select the '''+''' icon <br />
<br />
* Name - Give the category a name<br />
* Description - Give the category meaningful description <br />
* Status - If the category is available or not for use<br />
:* Active - Available for use<br />
:* Offline - Not available for use<br />
<br />
Once a category has been added, you can click on it, in the list to add '''members''' and '''sub categories'''<br />
<br />
=== Members ===<br />
<br />
By default the user who created a category is added as a member.<br />
<br />
Only users who are assigned as members to a category / sub category will be able to select the category / sub category when recording time in Timesheet Manager, or the Timesheet Manager plugin in other Hornbill apps.<br />
<br />
With the required category selected, click the '''+''' icon in the member's box. <br />
<br />
* Users - Manually add co-workers as members to the category<br />
* Group - Select which group to share the category with, all members of the chosen group will then have access to the category<br />
* Role - Select which role to share the category with, all co-workers who have the role, will then have access to the category<br />
<br />
== Sub Categories ==<br />
<br />
If you have a need for more granular categorization you can add subcategories to categories you own. <br />
<br />
With the required category selected, click the '''+''' icon in the sub-category box. <br />
<br />
* Name - Give the subcategory a name<br />
* Description - Give the subcategory meaningful description <br />
* Status - If the subcategory is available or not for use<br />
:* Active - Available for use<br />
:* Offline - Not available for use<br />
<br />
* Inherit parent membership - by default when adding a new sub-category it will inherit the membership setting of the parent category, if not desired untick the box. <br />
<br />
=== Sub Category Members ===<br />
<br />
In the same way as category members, it is possible to manually add members who can use the subcategory, by selecting the subcategory you want to add members too and then selecting the users, groups or roles to associate.<br />
<br />
== Manage Categories, Sub Categories & Members ==<br />
<br />
* Click on the notepad next to any category or subcategory to change it's status, name or description <br />
:* You can only edit those categories/subcategories which you own <br />
* Delete a category/subcategory or membership to a category/subcategory by selecting the trash can next to the appropriate one. <br />
:* You can only delete categories/subcategories which you own<br />
<br />
* Use the '''Remove all''' option to delete all the memberships associated to the highlighted category or subcategory<br />
<br />
<br />
<br />
[[Category:Timesheet Manager]]</div>MaryOhttps://wiki.hornbill.com/index.php?title=Knowledge_Centre&diff=24360Knowledge Centre2020-06-30T11:46:54Z<p>MaryO: </p>
<hr />
<div><div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"><br />
__NOTOC__[[Main Page|Home]] > [[Service Manager]]> Knowledge Centre (Experimental)<br />
</div><br />
{|style="width: 100%"<br />
|- valign="top"<br />
|style="width:73%"|<br />
==Introduction==<br />
This feature allows agents and customers to be presented with relevant knowledge when using progressive capture in the user app and the customer and service portal (selectively). Knowledge is presented in the form of FAQs, Known Issues, Catalog Items and Requests (User app only). <br />
* Possible knowledge matches are continually filtered based on the inputs to different progressive capture forms in the progressive capture flows.<br />
* Users can view and interact with potential knowledge in Progressive Capture<br />
<br />
'''This is currently an experimental feature and we welcome community feedback and suggestions on it's application, usability and or course any enhancement suggestions - [[https://community.hornbill.com/forum/121-service-manager/| Post to the Forum]]'''<br />
<br />
|style="width:5%"|<br />
|<br />
|style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"|<br />
<br />
== Related Articles ==<br />
:* [[Service_Manager_Experimental_Features|Service Manager Experimental Features]]<br />
:* [[Progressive Capture Workflow]]<br />
:* [[Mapping_Fields_from_Customised_Forms|Mapping Fields in Progressive Capture Custom Forms]]<br />
|}<br />
<br />
==Enabling the Knowledge Centre==<br />
[[File:Knowledge_Centre.png|right|400px]]<br />
'''guest.app.experimental.hornbillKnowledgeCentre'''<br />
:* Default is '''Off'''<br />
:* If enabled you will also need to enable which interfaces will see the knowledge centre in progressive capture, this is controlled by the following system settings:<br />
<br />
'''guest.app.knowledge.customer''' <br />
:* Default is '''Off'''<br />
:* If enabled, shows the relevant knowledge when a user logs a new request in the Customer portal<br />
'''guest.app.knowledge.service'''<br />
:* Default is '''Off'''<br />
:* If enabled, shows the relevant knowledge when a user logs a new request in the Service portal<br />
'''guest.app.knowledge.user'''<br />
:* Default is '''Off'''<br />
:* If enabled, shows the relevant knowledge when a user logs a new request in the user app<br />
<br />
<br />
<br />
<br />
<br />
<br />
<br />
<br />
==How does it work==<br />
[[File:Knowledge_Centre_Icons.png|right|500px]]<br />
When a user enters text into the '''Summary''' field on the '''Request Details''' progressive capture form, or into a field on a custom progressive capture form which is mapped to the '''h_summary''' field, any relevant or matching knowledge will present itself in the knowledge centre in progressive capture. This is represented by icons for:<br />
* FAQ's<br />
* Known Issues<br />
* Catalog Items<br />
* Requests (User app only)<br />
<br />
Against each icon will be a number, this number represents the number of possible knowledge matches there are in the '''Knowledge Centre''' for this particular entity. <br />
<br />
To view the knowledge matches, click on one or any of the icons to open the '''Knowledge Centre'''.<br />
<br />
[[File:Information.png|14px|text-top|Information]] If other progressive capture forms are used before or after the '''Request Details''' or a '''custom form''' which has a field mapped to the '''h_summary''' field in progressive capture flows, this will filter the matching results dynamically.<br />
<br />
The progressive capture forms which influence the knowledge centre results and their logic is explained below.<br />
<br />
==Using The Knowledge Centre in the User App==<br />
<br />
When opening the Knowledge Centre as an agent the following options are available from within the User App.<br />
<br />
* '''Requests''' <br />
:* View any matching requests Summary and Description<br />
:* Open any matching requests in another tab <br />
:* Elect to link the newly created request to existing request/s using the '''Link''' option (This will occur once the progressive capture has completed and a request has been raised)<br />
<br />
* '''Known Issues'''<br />
:* View the Known Issue and any published workaround<br />
:* Link the customer to the Known Issue as an affected user<br />
<br />
* '''Catalog Items'''<br />
:* View other matching Catalog Item options (from the services the customer is subscribed to)<br />
:* Switch to a different / More Relevant Catalog Item for the customer (All previous Progressive Capture information will be lost)<br />
<br />
* '''FAQs'''<br />
:* View FAQs and their embedded media<br />
<br />
[[File:Information.png|14px|text-top|Information]] The more information entered then the more specific the results are. The service is one of the criteria for narrowing the search, so if the summary field is part of the progressive capture '''before''' the service selection the knowledge centre will show catalogue items from all services the customer is subscribed to, whereas is the summary field is '''after''' the service selection the knowledge centre will only show catalogue items relating to that service.<br />
<br />
==Using the Knowledge Centre on the Customer or Service Portals==<br />
<br />
When opening the Knowledge Centre as a customer the following options are available from within the Customer or Service Portal<br />
<br />
* '''Known Issues'''<br />
:* View the Known Issue and any published workaround<br />
:* Link yourself to the Known Issue as an affected user<br />
<br />
* '''Catalog Items'''<br />
:* View other matching Catalog Item options (from the services the customer is subscribed too)<br />
:* Switch to a different / More Relevant Catalog Item (All previous Progressive Capture information will be lost)<br />
<br />
* '''FAQs'''<br />
:* View FAQs and their embedded media<br />
<br />
<br />
== Returning Matched Knowledge and Filters ==<br />
<br />
The Knowledge Centre will only '''initially''' present itself on the following progressive capture forms when a user enters text into:<br />
<br />
* The Summary field on the Request Details form<br />
* A field mapped to the h_summary field on a Custom form<br />
<br />
The Knowledge centre results displayed in these forms will be '''pre-filtered''' if any of the following progressive capture forms have been used '''ahead''' of them in the progressive capture flow<br />
<br />
* '''Search Customer / Search Co-worker / Search Contact''' - When a customer is selected this will act as a filter and only show knowledge linked to services they are subscribed too<br />
* '''Service Details''' - Once a service is selected the available knowledge matches will be limited to knowledge which is available against the chosen service<br />
* '''Category''' - if a category is selected the '''Requests''' knowledge returned will be filtered to those requests with a matching '''category'''<br />
* '''Site''' - if a site is selected the '''Requests''' knowledge returned will be filtered to those requests with a matching '''site'''<br />
<br />
If any of the above progressive capture forms are used '''after''' the Request Details or Custom Forms, then the matching knowledge results will dynamically filter as inputs are entered into these forms.<br />
<br />
'''Important Knowledge Centre Behaviour'''<br />
<br />
* The icons will only appear '''once''' there are possible knowledge matches<br />
* If the icons disappear after being displayed, this indicates that no knowledge exists that matches all the criteria from all the progressive capture forms used<br />
* Where requests are returned as possible knowledge in the user app, agents will only see requests which they are entitled to see for the customer, based on the teams they belong to, the services they support and the request types they have the rights to work with<br />
<br />
== Knowledge Matching ==<br />
<br />
When a user enters text into the '''Summary''' field on the Request Details form, or a '''field''' mapped to '''h_summary''' on a custom form, knowledge results will be returned using an '''OR''' operator.<br />
<br />
[[File:Information.png|14px|text-top|Information]] All one or two letter words are automatically excluded from the knowledge search matching<br />
<br />
Example:<br />
<br />
If a user typed: '''I have a problem with VPN access''' this will return knowledge matches on the following search terms '''have''' '''problem''' '''with''' '''VPN''' '''access''' regardless of where they exist in the fields in the entities which are searched for a match. <br />
<br />
When the above is used in conjunction with any of the other progressive capture forms mentioned above this will then include an '''AND''' operator in the search. <br />
<br />
Example <br />
<br />
If a user typed: '''I have a problem with VPN access''' and a customer had been selected, and a service chosen, as well as a category, this will return knowledge matches on the following search terms '''have''' '''problem''' '''with''' '''VPN''' '''access''' regardless of where they exist in the fields in the entities which are searched for a match but only where the knowledge results also matched the following:<br />
<br />
* It exist within entities linked to the service the customer is subscribed too (FAQ's, Known Issues, Other Available Catalog Items)<br />
* The '''request''' knowledge matching results match at least one of the search terms defined AND are logged against the same request Category <br />
<br />
If we had also selected a '''site''' during progressive capture, the above would still be valid but it would also filter the '''request''' results to those where at least one of the search terms matched AND the category matched AND the site matched<br />
<br />
'''What fields are being searched on'''<br />
<br />
When the knowledge centre is enabled, the following fields will be searched for a match<br />
<br />
* '''Requests''' - Summary & Description field values (in the user app only)<br />
* '''FAQs''' - Question & Answer field values<br />
* '''Known Issues''' - Description & Workaround field values<br />
* '''Catalog Items''' - Title & Description field values<br />
<br />
<br />
<br />
[[Category:Service Manager]]</div>MaryO