Service Manager Business Process Workflow: Difference between revisions
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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''' | 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''' | ||
{{BPMAutomation|AddRequestMember|Add Request Member| | {{BPMAutomation|AddRequestMember|Add Request Member| | ||
[[File:bpmaddrequestmember.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Bpmaddrequestmember.png]]| | [[File:bpmaddrequestmember.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Bpmaddrequestmember.png]]| | ||
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{{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}} | {{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}} | ||
}} | }} | ||
{{BPMAutomation|RemoveRequestMember|Remove Request Member| | {{BPMAutomation|RemoveRequestMember|Remove Request Member| | ||
[[File:bpmaremoverequestmember.png|thumb|link=https://wiki.hornbill.com/images/3/3c/Bpmaremoverequestmember.png]]| | [[File:bpmaremoverequestmember.png|thumb|link=https://wiki.hornbill.com/images/3/3c/Bpmaremoverequestmember.png]]| | ||
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}} | }} | ||
== Request Notices == | == Request Notices == | ||
Use this Hornbill Automation to add or remove a notice which is displayed at the top of the request. | Use this Hornbill Automation to add or remove a notice which is displayed at the top of the request. | ||
{{BPMAutomation|Add_Notice|Add Notice| | {{BPMAutomation|Add_Notice|Add Notice| | ||
[[File:bpmaddrequestnotice.png|thumb|link=https://wiki.hornbill.com/images/6/6f/Bpmaddrequestnotice.png]]| | [[File:bpmaddrequestnotice.png|thumb|link=https://wiki.hornbill.com/images/6/6f/Bpmaddrequestnotice.png]]| | ||
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{{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}} | {{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}} | ||
}} | }} | ||
{{BPMAutomation|Remove_Notice|Remove Notice| | {{BPMAutomation|Remove_Notice|Remove Notice| | ||
[[File:bpmremoverequestnotice.png|thumb|link=https://wiki.hornbill.com/images/6/6d/Bpmremoverequestnotice.png]]| | [[File:bpmremoverequestnotice.png|thumb|link=https://wiki.hornbill.com/images/6/6d/Bpmremoverequestnotice.png]]| | ||
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}} | }} | ||
==Requests== | ==Requests== | ||
==== Access Control ==== | ==== Access Control ==== | ||
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. | 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. | ||
{{BPMAutomation|LockRequestActions|Lock / Unlock Request Actions| | {{BPMAutomation|LockRequestActions|Lock / Unlock Request Actions| | ||
[[File:bpmlockrequestactions.png|thumb|link=https://wiki.hornbill.com/images/3/3a/Bpmlockrequestactions.png]]| | [[File:bpmlockrequestactions.png|thumb|link=https://wiki.hornbill.com/images/3/3a/Bpmlockrequestactions.png]]| | ||
| Line 388: | Line 366: | ||
{{bullet1|Manual Timeline Update|Provide a custom Timeline Update message when a lock or unlock has taken place}} | {{bullet1|Manual Timeline Update|Provide a custom Timeline Update message when a lock or unlock has taken place}} | ||
}} | }} | ||
{{BPMAutomation|LockRequestDetails|Lock Request Details| | {{BPMAutomation|LockRequestDetails|Lock Request Details| | ||
[[File:bpmlockrequestdetails.png|thumb|link=https://wiki.hornbill.com/images/5/59/Bpmlockrequestdetails.png]]| | [[File:bpmlockrequestdetails.png|thumb|link=https://wiki.hornbill.com/images/5/59/Bpmlockrequestdetails.png]]| | ||
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{{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}} | {{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}} | ||
}} | }} | ||
{{BPMAutomation|UnlockRequestDetails|Unlock Request Details| | {{BPMAutomation|UnlockRequestDetails|Unlock Request Details| | ||
[[File:bpmunlockrequestdetails.png|thumb|link=https://wiki.hornbill.com/images/7/7d/Bpmunlockrequestdetails.png]]| | [[File:bpmunlockrequestdetails.png|thumb|link=https://wiki.hornbill.com/images/7/7d/Bpmunlockrequestdetails.png]]| | ||
| Line 409: | Line 383: | ||
}} | }} | ||
==== Assessment ==== | ==== Assessment ==== | ||
Use the Assessment node to initiate an Impact Assessment on a request | Use the Assessment node to initiate an Impact Assessment on a request | ||
{{BPMAutomation|ImpactAssessment|Impact Assessment| | {{BPMAutomation|ImpactAssessment|Impact Assessment| | ||
[[File:bpmimpactassessment.png|thumb|link=https://wiki.hornbill.com/images/e/e1/Bpmimpactassessment.png]]| | [[File:bpmimpactassessment.png|thumb|link=https://wiki.hornbill.com/images/e/e1/Bpmimpactassessment.png]]| | ||
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{{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}} | {{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}} | ||
}} | }} | ||
====Assets==== | ====Assets==== | ||
Use these Hornbill Automations for managing assets that are associated to the request | Use these Hornbill Automations for managing assets that are associated to the request | ||
{{BPMAutomation|Add_All_Owned_by_Customer|Add All Owned by Customer| | {{BPMAutomation|Add_All_Owned_by_Customer|Add All Owned by Customer| | ||
[[File:Add_All_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/1/16/Add_All_Owned_by_Customer.png]]| | [[File:Add_All_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/1/16/Add_All_Owned_by_Customer.png]]| | ||
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{{bullet1|Timeline Visibility|The request timeline post visibility. If not specified, the application option value will be used.}} | {{bullet1|Timeline Visibility|The request timeline post visibility. If not specified, the application option value will be used.}} | ||
}} | }} | ||
{{BPMAutomation|Add_Generic_Assets_Owned_by_Customer|Add Generic Assets Owned by Customer| | {{BPMAutomation|Add_Generic_Assets_Owned_by_Customer|Add Generic Assets Owned by Customer| | ||
[[File:Add_Generic_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/5/53/Add_Generic_Assets_Owned_by_Customer.png]]| | [[File:Add_Generic_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/5/53/Add_Generic_Assets_Owned_by_Customer.png]]| | ||
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{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | {{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | ||
}} | }} | ||
{{BPMAutomation|Add_Computer_System_Assets_Owned_by_Customer|Add Computer System Assets Owned by Customer| | {{BPMAutomation|Add_Computer_System_Assets_Owned_by_Customer|Add Computer System Assets Owned by Customer| | ||
[[File:Add_Computer_System_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/1/1b/Add_Computer_System_Assets_Owned_by_Customer.png]]| | [[File:Add_Computer_System_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/1/1b/Add_Computer_System_Assets_Owned_by_Customer.png]]| | ||
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{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | {{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | ||
}} | }} | ||
{{BPMAutomation|Add_Computer_Peripheral_Assets_Owned_by_Customer|Add Computer Peripheral Assets Owned by Customer| | {{BPMAutomation|Add_Computer_Peripheral_Assets_Owned_by_Customer|Add Computer Peripheral Assets Owned by Customer| | ||
[[File:Add_Computer_Peripheral_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/0/07/Add_Computer_Peripheral_Assets_Owned_by_Customer.png]]| | [[File:Add_Computer_Peripheral_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/0/07/Add_Computer_Peripheral_Assets_Owned_by_Customer.png]]| | ||
| Line 484: | Line 440: | ||
{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | {{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | ||
}} | }} | ||
{{BPMAutomation|Add_Mobile_Device_Assets_Owned_by_Customer|Add Mobile Device Assets Owned by Customer| | {{BPMAutomation|Add_Mobile_Device_Assets_Owned_by_Customer|Add Mobile Device Assets Owned by Customer| | ||
[[File:Add_Mobile_Device_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Add_Mobile_Device_Assets_Owned_by_Customer.png]]| | [[File:Add_Mobile_Device_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Add_Mobile_Device_Assets_Owned_by_Customer.png]]| | ||
| Line 497: | Line 451: | ||
{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | {{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | ||
}} | }} | ||
{{BPMAutomation|Add_Network_Device_Assets_Owned_by_Customer|Add Network Device Assets Owned by Customer| | {{BPMAutomation|Add_Network_Device_Assets_Owned_by_Customer|Add Network Device Assets Owned by Customer| | ||
[[File:Add_Network_Device_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/3/38/Add_Network_Device_Assets_Owned_by_Customer.png]]| | [[File:Add_Network_Device_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/3/38/Add_Network_Device_Assets_Owned_by_Customer.png]]| | ||
| Line 510: | Line 462: | ||
{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | {{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | ||
}} | }} | ||
{{BPMAutomation|Add_Printer_Assets_Owned_by_Customer|Add Printer Assets Owned by Customer| | {{BPMAutomation|Add_Printer_Assets_Owned_by_Customer|Add Printer Assets Owned by Customer| | ||
[[File:Add_Printer_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/8/8b/Add_Printer_Assets_Owned_by_Customer.png]]| | [[File:Add_Printer_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/8/8b/Add_Printer_Assets_Owned_by_Customer.png]]| | ||
| Line 523: | Line 473: | ||
{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | {{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | ||
}} | }} | ||
{{BPMAutomation|Add_Software_Assets_Owned_by_Customer|Add Software Assets Owned by Customer| | {{BPMAutomation|Add_Software_Assets_Owned_by_Customer|Add Software Assets Owned by Customer| | ||
[[File:Add_Software_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/5/5a/Add_Software_Assets_Owned_by_Customer.png]]| | [[File:Add_Software_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/5/5a/Add_Software_Assets_Owned_by_Customer.png]]| | ||
| Line 536: | Line 484: | ||
{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | {{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | ||
}} | }} | ||
{{BPMAutomation|Add_Telecoms_Assets_Owned_by_Customer|Add Telecoms Assets Owned by Customer| | {{BPMAutomation|Add_Telecoms_Assets_Owned_by_Customer|Add Telecoms Assets Owned by Customer| | ||
[[File:Add_Telecoms_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/a/a9/Add_Telecoms_Assets_Owned_by_Customer.png]]| | [[File:Add_Telecoms_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/a/a9/Add_Telecoms_Assets_Owned_by_Customer.png]]| | ||
| Line 549: | Line 495: | ||
{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | {{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | ||
}} | }} | ||
{{BPMAutomation|Create_Generic_Asset|Create Generic Asset| | {{BPMAutomation|Create_Generic_Asset|Create Generic Asset| | ||
[[File:Create_Generic_Asset.png|thumb|link=https://wiki.hornbill.com/images/7/70/Create_Generic_Asset.png]]| | [[File:Create_Generic_Asset.png|thumb|link=https://wiki.hornbill.com/images/7/70/Create_Generic_Asset.png]]| | ||
| Line 611: | Line 555: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
{{BPMAutomation|Create_Computer_System_Asset|Create Computer System Asset| | {{BPMAutomation|Create_Computer_System_Asset|Create Computer System Asset| | ||
[[File:Create_Computer_System_Asset.png|thumb|link=https://wiki.hornbill.com/images/c/c9/Create_Computer_System_Asset.png]]| | [[File:Create_Computer_System_Asset.png|thumb|link=https://wiki.hornbill.com/images/c/c9/Create_Computer_System_Asset.png]]| | ||
| Line 673: | Line 615: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
{{BPMAutomation|Create_Computer_Peripheral_Asset|Create Computer Peripheral Asset| | {{BPMAutomation|Create_Computer_Peripheral_Asset|Create Computer Peripheral Asset| | ||
[[File:Create_Computer_Peripheral_Asset.png|thumb|link=https://wiki.hornbill.com/images/c/c2/Create_Computer_Peripheral_Asset.png]]| | [[File:Create_Computer_Peripheral_Asset.png|thumb|link=https://wiki.hornbill.com/images/c/c2/Create_Computer_Peripheral_Asset.png]]| | ||
| Line 735: | Line 675: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
{{BPMAutomation|Create_Mobile_Device_Asset|Create Mobile Device Asset| | {{BPMAutomation|Create_Mobile_Device_Asset|Create Mobile Device Asset| | ||
[[File:Create_Mobile_Device_Asset.png|thumb|link=https://wiki.hornbill.com/images/3/33/Create_Mobile_Device_Asset.png]]| | [[File:Create_Mobile_Device_Asset.png|thumb|link=https://wiki.hornbill.com/images/3/33/Create_Mobile_Device_Asset.png]]| | ||
| Line 797: | Line 735: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
{{BPMAutomation|Create_Network_Device|Create Network Device Asset| | {{BPMAutomation|Create_Network_Device|Create Network Device Asset| | ||
[[File:Create_Network_Device_Asset.png|thumb|link=https://wiki.hornbill.com/images/4/4f/Create_Network_Device_Asset.png]]| | [[File:Create_Network_Device_Asset.png|thumb|link=https://wiki.hornbill.com/images/4/4f/Create_Network_Device_Asset.png]]| | ||
| Line 859: | Line 795: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
{{BPMAutomation|Create_Printer_Asset|Create Printer Asset| | {{BPMAutomation|Create_Printer_Asset|Create Printer Asset| | ||
[[File:Create_Printer_Asset.png|thumb|link=https://wiki.hornbill.com/images/b/bf/Create_Printer_Asset.png]]| | [[File:Create_Printer_Asset.png|thumb|link=https://wiki.hornbill.com/images/b/bf/Create_Printer_Asset.png]]| | ||
| Line 921: | Line 855: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
{{BPMAutomation|Get_All_Assets|Get All Assets| | {{BPMAutomation|Get_All_Assets|Get All Assets| | ||
[[File:Get_All_Assets.png|thumb|link=]]| | [[File:Get_All_Assets.png|thumb|link=]]| | ||
| Line 930: | Line 862: | ||
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}} | {{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}} | ||
}} | }} | ||
{{BPMAutomation|Get_All_Generic_Assets|Get All Generic Assets| | {{BPMAutomation|Get_All_Generic_Assets|Get All Generic Assets| | ||
[[File:Get_All_Generic_Assets.png|thumb|link=]]| | [[File:Get_All_Generic_Assets.png|thumb|link=]]| | ||
| Line 940: | Line 870: | ||
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}} | {{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}} | ||
}} | }} | ||
{{BPMAutomation|Get_All_Computer_Peripheral_Assets|Get All Computer Peripheral Assets| | {{BPMAutomation|Get_All_Computer_Peripheral_Assets|Get All Computer Peripheral Assets| | ||
[[File:Get_All_Computer_Peripheral_Assets.png|thumb|link=]]| | [[File:Get_All_Computer_Peripheral_Assets.png|thumb|link=]]| | ||
| Line 950: | Line 878: | ||
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}} | {{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}} | ||
}} | }} | ||
{{BPMAutomation|Get_All_Mobile_Device_Assets|Get All Mobile Device Assets| | {{BPMAutomation|Get_All_Mobile_Device_Assets|Get All Mobile Device Assets| | ||
[[File:Get_All_Mobile_Device_Assets.png|thumb|link=]]| | [[File:Get_All_Mobile_Device_Assets.png|thumb|link=]]| | ||
| Line 960: | Line 886: | ||
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}} | {{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}} | ||
}} | }} | ||
{{BPMAutomation|Get_All_Network_Device_Assets|Get All Network Device Assets| | {{BPMAutomation|Get_All_Network_Device_Assets|Get All Network Device Assets| | ||
[[File:Get_All_Network_Device_Assets.png|thumb|link=]]| | [[File:Get_All_Network_Device_Assets.png|thumb|link=]]| | ||
| Line 970: | Line 894: | ||
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}} | {{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}} | ||
}} | }} | ||
{{BPMAutomation|Get_All_Printer_Assets|Get All Printer Assets| | {{BPMAutomation|Get_All_Printer_Assets|Get All Printer Assets| | ||
[[File:Get_All_Printer_Assets.png|thumb|link=]]| | [[File:Get_All_Printer_Assets.png|thumb|link=]]| | ||
| Line 980: | Line 902: | ||
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}} | {{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}} | ||
}} | }} | ||
{{BPMAutomation|Get_All_Software_Assets|Get All Software Assets| | {{BPMAutomation|Get_All_Software_Assets|Get All Software Assets| | ||
[[File:Get_All_Software_Assets.png|thumb|link=]]| | [[File:Get_All_Software_Assets.png|thumb|link=]]| | ||
| Line 990: | Line 910: | ||
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}} | {{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}} | ||
}} | }} | ||
{{BPMAutomation|Get_All_Telecoms_Assets|Get All Telecoms Assets| | {{BPMAutomation|Get_All_Telecoms_Assets|Get All Telecoms Assets| | ||
[[File:Get_All_Telecoms_Assets.png|thumb|link=https://wiki.hornbill.com/images/0/04/Get_All_Telecoms_Assets.png]]| | [[File:Get_All_Telecoms_Assets.png|thumb|link=https://wiki.hornbill.com/images/0/04/Get_All_Telecoms_Assets.png]]| | ||
| Line 1,000: | Line 918: | ||
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}} | {{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}} | ||
}} | }} | ||
{{BPMAutomation|Update_All_Assets_-_General_Information|Update All Assets - General Information| | {{BPMAutomation|Update_All_Assets_-_General_Information|Update All Assets - General Information| | ||
[[File:Update_All_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/5/57/Update_All_Assets_-_General_Information.png]]| | [[File:Update_All_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/5/57/Update_All_Assets_-_General_Information.png]]| | ||
| Line 1,062: | Line 978: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
{{BPMAutomation|Update_Computer_Assets_-_Additional_Properties|Update Computer Assets - Additional Properties| | {{BPMAutomation|Update_Computer_Assets_-_Additional_Properties|Update Computer Assets - Additional Properties| | ||
[[File:Update_Computer_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a6/Update_Computer_Assets_-_Additional_Properties.png]]| | [[File:Update_Computer_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a6/Update_Computer_Assets_-_Additional_Properties.png]]| | ||
| Line 1,070: | Line 984: | ||
{{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''}} | {{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''}} | ||
}} | }} | ||
{{BPMAutomation|Update_Computer_Assets_-_General_Information|Update Computer Assets - General Information| | {{BPMAutomation|Update_Computer_Assets_-_General_Information|Update Computer Assets - General Information| | ||
[[File:Update_Computer_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/a/a8/Update_Computer_Assets_-_General_Information.png]]| | [[File:Update_Computer_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/a/a8/Update_Computer_Assets_-_General_Information.png]]| | ||
| Line 1,132: | Line 1,044: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
{{BPMAutomation|Update_Computer_Peripheral_Assets_-_Additional_Properties|Update Computer Peripheral Assets - Additional Properties| | {{BPMAutomation|Update_Computer_Peripheral_Assets_-_Additional_Properties|Update Computer Peripheral Assets - Additional Properties| | ||
[[File:Update_Computer_Peripheral_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/c/cd/Update_Computer_Peripheral_Assets_-_Additional_Properties.png]]| | [[File:Update_Computer_Peripheral_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/c/cd/Update_Computer_Peripheral_Assets_-_Additional_Properties.png]]| | ||
| Line 1,140: | Line 1,050: | ||
{{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''}} | {{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''}} | ||
}} | }} | ||
{{BPMAutomation|Update_Computer_Peripheral_Assets_-_General_Information|Update Computer Peripheral Assets - General Information| | {{BPMAutomation|Update_Computer_Peripheral_Assets_-_General_Information|Update Computer Peripheral Assets - General Information| | ||
[[File:Update_Computer_Peripheral_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/9/93/Update_Computer_Peripheral_Assets_-_General_Information.png]]| | [[File:Update_Computer_Peripheral_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/9/93/Update_Computer_Peripheral_Assets_-_General_Information.png]]| | ||
| Line 1,202: | Line 1,110: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
{{BPMAutomation|Update_Mobile_Device_Assets_-_Additional_Properties|Update Mobile Device Assets - Additional Properties| | {{BPMAutomation|Update_Mobile_Device_Assets_-_Additional_Properties|Update Mobile Device Assets - Additional Properties| | ||
[[File:Update_Mobile_Device_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Update_Mobile_Device_Assets_-_Additional_Properties.png]]| | [[File:Update_Mobile_Device_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Update_Mobile_Device_Assets_-_Additional_Properties.png]]| | ||
| Line 1,210: | Line 1,116: | ||
{{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''}} | {{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''}} | ||
}} | }} | ||
{{BPMAutomation|Update_Mobile_Device_Assets_-_General_Information|Update Mobile Device Assets - General Information| | {{BPMAutomation|Update_Mobile_Device_Assets_-_General_Information|Update Mobile Device Assets - General Information| | ||
[[File:Update_Mobile_Device_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/1/18/Update_Mobile_Device_Assets_-_General_Information.png]]| | [[File:Update_Mobile_Device_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/1/18/Update_Mobile_Device_Assets_-_General_Information.png]]| | ||
| Line 1,272: | Line 1,176: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
{{BPMAutomation|Update_Network_Device_Assets_-_Additional_Properties|Update Network Device Assets - Additional Properties| | {{BPMAutomation|Update_Network_Device_Assets_-_Additional_Properties|Update Network Device Assets - Additional Properties| | ||
[[File:Update_Network_Device_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/0/03/Update_Network_Device_Assets_-_Additional_Properties.png]]| | [[File:Update_Network_Device_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/0/03/Update_Network_Device_Assets_-_Additional_Properties.png]]| | ||
| Line 1,280: | Line 1,182: | ||
{{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''}} | {{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''}} | ||
}} | }} | ||
{{BPMAutomation|Update_Network_Device_Assets_-_General_Information|Update Network Device Assets - General Information| | {{BPMAutomation|Update_Network_Device_Assets_-_General_Information|Update Network Device Assets - General Information| | ||
[[File:Update_Network_Device_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/1/19/Update_Network_Device_Assets_-_General_Information.png]]| | [[File:Update_Network_Device_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/1/19/Update_Network_Device_Assets_-_General_Information.png]]| | ||
| Line 1,342: | Line 1,242: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
{{BPMAutomation|Update_Printer_Assets_-_Additional_Properties|Update Printer Assets - Additional Properties| | {{BPMAutomation|Update_Printer_Assets_-_Additional_Properties|Update Printer Assets - Additional Properties| | ||
[[File:Update_Printer_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Update_Printer_Assets_-_Additional_Properties.png]]| | [[File:Update_Printer_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Update_Printer_Assets_-_Additional_Properties.png]]| | ||
| Line 1,350: | Line 1,248: | ||
{{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''}} | {{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''}} | ||
}} | }} | ||
{{BPMAutomation|Update_Printer_Assets_-_General_Information|Update Printer Assets - General Information| | {{BPMAutomation|Update_Printer_Assets_-_General_Information|Update Printer Assets - General Information| | ||
[[File:Update_Printer_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/1/19/Update_Printer_Assets_-_General_Information.png]]| | [[File:Update_Printer_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/1/19/Update_Printer_Assets_-_General_Information.png]]| | ||
| Line 1,412: | Line 1,308: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
{{BPMAutomation|Update_Software_Assets_-_Additional_Properties|Update Software Assets - Additional Properties| | {{BPMAutomation|Update_Software_Assets_-_Additional_Properties|Update Software Assets - Additional Properties| | ||
[[File:Update_Software_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/9/91/Update_Software_Assets_-_Additional_Properties.png]]| | [[File:Update_Software_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/9/91/Update_Software_Assets_-_Additional_Properties.png]]| | ||
| Line 1,420: | Line 1,314: | ||
{{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''}} | {{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''}} | ||
}} | }} | ||
{{BPMAutomation|Update_Software_Assets_-_General_Information|Update Software Assets - General Information| | {{BPMAutomation|Update_Software_Assets_-_General_Information|Update Software Assets - General Information| | ||
[[File:Update_Software_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/e/e3/Update_Software_Assets_-_General_Information.png]]| | [[File:Update_Software_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/e/e3/Update_Software_Assets_-_General_Information.png]]| | ||
| Line 1,482: | Line 1,374: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
{{BPMAutomation|Update_Telecoms_Assets_-_Additional_Properties|Update Telecoms Assets - Additional Properties| | {{BPMAutomation|Update_Telecoms_Assets_-_Additional_Properties|Update Telecoms Assets - Additional Properties| | ||
[[File:Update_Telecoms_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Update_Telecoms_Assets_-_Additional_Properties.png]]| | [[File:Update_Telecoms_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Update_Telecoms_Assets_-_Additional_Properties.png]]| | ||
| Line 1,491: | Line 1,381: | ||
{{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''}} | {{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''}} | ||
}} | }} | ||
{{BPMAutomation|Update_Telecoms_Assets_-_General_Information|Update Telecoms Assets - General Information| | {{BPMAutomation|Update_Telecoms_Assets_-_General_Information|Update Telecoms Assets - General Information| | ||
[[File:Update_Telecoms_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/e/e7/Update_Telecoms_Assets_-_General_Information.png]]| | [[File:Update_Telecoms_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/e/e7/Update_Telecoms_Assets_-_General_Information.png]]| | ||
| Line 1,553: | Line 1,441: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
====Assignment==== | ====Assignment==== | ||
Use the Assignment node to automatically assign a request to different Service Manager users or teams. | Use the Assignment node to automatically assign a request to different Service Manager users or teams. | ||
{{BPMAutomation|AssignToServiceTeam|Assign to Service Team| | {{BPMAutomation|AssignToServiceTeam|Assign to Service Team| | ||
[[File:bpmassigntoserviceteam.png|thumb|link=https://wiki.hornbill.com/images/6/6e/Bpmassigntoserviceteam.png]]| | [[File:bpmassigntoserviceteam.png|thumb|link=https://wiki.hornbill.com/images/6/6e/Bpmassigntoserviceteam.png]]| | ||
| Line 1,574: | Line 1,455: | ||
{{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}} | {{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}} | ||
}} | }} | ||
{{BPMAutomation|AssignToTeam|Assign to Team| | {{BPMAutomation|AssignToTeam|Assign to Team| | ||
[[File:bpmassigntoteam.png|thumb|link=link=https://wiki.hornbill.com/images/8/8a/Bpmassigntoteam.png|Assign to Team]]| | [[File:bpmassigntoteam.png|thumb|link=link=https://wiki.hornbill.com/images/8/8a/Bpmassigntoteam.png|Assign to Team]]| | ||
| Line 1,587: | Line 1,466: | ||
{{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}} | {{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}} | ||
}} | }} | ||
{{BPMAutomation|AssignToOwner|Assign to Owner| | {{BPMAutomation|AssignToOwner|Assign to Owner| | ||
[[File:bpmassigntoowner.png|thumb|link=https://wiki.hornbill.com/images/e/e9/Bpmassigntoowner.png]]| | [[File:bpmassigntoowner.png|thumb|link=https://wiki.hornbill.com/images/e/e9/Bpmassigntoowner.png]]| | ||
| Line 1,600: | Line 1,477: | ||
{{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}} | {{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}} | ||
}} | }} | ||
{{BPMAutomation|AssignTOwnerVariable|Assign to Owner (Variable)| | {{BPMAutomation|AssignTOwnerVariable|Assign to Owner (Variable)| | ||
[[File:bpmassigntoownervariable.png|thumb|link=https://wiki.hornbill.com/images/e/e9/Bpmassigntoowner.png]]| | [[File:bpmassigntoownervariable.png|thumb|link=https://wiki.hornbill.com/images/e/e9/Bpmassigntoowner.png]]| | ||
| Line 1,613: | Line 1,488: | ||
{{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.}} | {{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.}} | ||
}} | }} | ||
{{BPMAutomation|AssignToRequestCreator|Assign to Request Creator| | {{BPMAutomation|AssignToRequestCreator|Assign to Request Creator| | ||
[[File:bpmassigntorequestcreator.png|thumb|link=https://wiki.hornbill.com/images/7/7c/Bpmassigntorequestcreator.png]]| | [[File:bpmassigntorequestcreator.png|thumb|link=https://wiki.hornbill.com/images/7/7c/Bpmassigntorequestcreator.png]]| | ||
| Line 1,625: | Line 1,498: | ||
{{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.}} | {{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.}} | ||
}} | }} | ||
{{BPMAutomation|AssignToMostAvailableAnalyst|Assign to Most Available Analyst| | {{BPMAutomation|AssignToMostAvailableAnalyst|Assign to Most Available Analyst| | ||
[[File:bpmassigntomostavailable.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Bpmassigntomostavailable.png]]| | [[File:bpmassigntomostavailable.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Bpmassigntomostavailable.png]]| | ||
| Line 1,641: | Line 1,512: | ||
{{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}} | {{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}} | ||
}} | }} | ||
{{BPMAutomation|RoundRobin|Assign on Round Robin Basis| | {{BPMAutomation|RoundRobin|Assign on Round Robin Basis| | ||
[[File:bpmroundrobin.png|thumb|link=https://wiki.hornbill.com/images/4/41/Bpmroundrobin.png|Round Robin BPM Operation]]| | [[File:bpmroundrobin.png|thumb|link=https://wiki.hornbill.com/images/4/41/Bpmroundrobin.png|Round Robin BPM Operation]]| | ||
| Line 1,654: | Line 1,523: | ||
{{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}} | {{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}} | ||
}} | }} | ||
==== Authorisation Decision ==== | ==== Authorisation Decision ==== | ||
Use the Authorisation Decision node to mark on a Change or Service Request form if an authorization decision has been made. | Use the Authorisation Decision node to mark on a Change or Service Request form if an authorization decision has been made. | ||
| Line 1,688: | Line 1,550: | ||
{{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.}} | {{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.}} | ||
}} | }} | ||
====Collaboration==== | ====Collaboration==== | ||
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. | 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. | ||
{{BPMAutomation|CommentOnPost|Comment on Existing Public Workspace Post| | {{BPMAutomation|CommentOnPost|Comment on Existing Public Workspace Post| | ||
[[File:bpmcommentonpost.png|thumb|link=https://wiki.hornbill.com/images/d/d3/Bpmcommentonpost.png]]| | [[File:bpmcommentonpost.png|thumb|link=https://wiki.hornbill.com/images/d/d3/Bpmcommentonpost.png]]| | ||
| Line 1,730: | Line 1,586: | ||
}} | }} | ||
====Email Notifications==== | ====Email Notifications==== | ||
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. | 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. | ||
{{BPMAutomation|EmailContact|Email Contact| | {{BPMAutomation|EmailContact|Email Contact| | ||
[[File:bpmemailcontact.png|thumb|link=https://wiki.hornbill.com/images/6/68/Bpmemailcontact.png]]| | [[File:bpmemailcontact.png|thumb|link=https://wiki.hornbill.com/images/6/68/Bpmemailcontact.png]]| | ||
| Line 1,756: | Line 1,606: | ||
{{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.}} | {{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.}} | ||
}} | }} | ||
{{BPMAutomation|EmailCoworker|Email Co-worker| | {{BPMAutomation|EmailCoworker|Email Co-worker| | ||
[[File:bpmemailcoworker.png|thumb|link=https://wiki.hornbill.com/images/b/b3/Bpmemailcoworker.png]]| | [[File:bpmemailcoworker.png|thumb|link=https://wiki.hornbill.com/images/b/b3/Bpmemailcoworker.png]]| | ||
| Line 1,775: | Line 1,623: | ||
{{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.}} | {{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.}} | ||
}} | }} | ||
{{BPMAutomation|EmailCustomer|Email Customer| | {{BPMAutomation|EmailCustomer|Email Customer| | ||
[[File:bpmemailcustomer.png|thumb|link=https://wiki.hornbill.com/images/2/23/Bpmemailcustomer.png]]| | [[File:bpmemailcustomer.png|thumb|link=https://wiki.hornbill.com/images/2/23/Bpmemailcustomer.png]]| | ||
| Line 1,792: | Line 1,638: | ||
{{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.}} | {{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.}} | ||
}} | }} | ||
{{BPMAutomation|EmailCustomerManager|Email Customer Manager| | {{BPMAutomation|EmailCustomerManager|Email Customer Manager| | ||
[[File:bpmemailcustomermanager.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmemailcustomermanager.png]]| | [[File:bpmemailcustomermanager.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmemailcustomermanager.png]]| | ||
| Line 1,809: | Line 1,653: | ||
{{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.}} | {{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.}} | ||
}} | }} | ||
{{BPMAutomation|EmailExternalAddress|Email External Address| | {{BPMAutomation|EmailExternalAddress|Email External Address| | ||
[[File:bpmemailexternal.png|thumb|link=https://wiki.hornbill.com/images/4/4a/Bpmemailexternal.png]]| | [[File:bpmemailexternal.png|thumb|link=https://wiki.hornbill.com/images/4/4a/Bpmemailexternal.png]]| | ||
| Line 1,827: | Line 1,669: | ||
{{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.}} | {{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.}} | ||
}} | }} | ||
{{BPMAutomation|EmailOwner|Email Request Owner| | {{BPMAutomation|EmailOwner|Email Request Owner| | ||
[[File:bpmemailowner.png|thumb|link=https://wiki.hornbill.com/images/e/ea/Bpmemailowner.png]]| | [[File:bpmemailowner.png|thumb|link=https://wiki.hornbill.com/images/e/ea/Bpmemailowner.png]]| | ||
| Line 1,844: | Line 1,684: | ||
{{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.}} | {{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.}} | ||
}} | }} | ||
====Get Request Information==== | ====Get Request Information==== | ||
Use the Get Request Information node at any stage in a process and preceding another workflow 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. | Use the Get Request Information node at any stage in a process and preceding another workflow 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. | ||
{{BPMAutomation|Category_Details|Catagory Details| | {{BPMAutomation|Category_Details|Catagory Details| | ||
[[File:bpmgetcategorydetails.png|thumb|link=]]| | [[File:bpmgetcategorydetails.png|thumb|link=]]| | ||
| Line 1,860: | Line 1,694: | ||
{{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.}} | {{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.}} | ||
}} | }} | ||
{{BPMAutomation|Customer_Details|Customer Details| | {{BPMAutomation|Customer_Details|Customer Details| | ||
[[File:bpmgetcustomerdetails.png|thumb|link=https://wiki.hornbill.com/images/3/3a/Bpmgetcustomerdetails.png]]| | [[File:bpmgetcustomerdetails.png|thumb|link=https://wiki.hornbill.com/images/3/3a/Bpmgetcustomerdetails.png]]| | ||
| Line 1,868: | Line 1,700: | ||
{{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.}} | {{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.}} | ||
}} | }} | ||
{{BPMAutomation|Source_Email_Details|Source Email Details| | {{BPMAutomation|Source_Email_Details|Source Email Details| | ||
[[File:bpmsourceemaildetails.png|thumb|link=https://wiki.hornbill.com/images/a/ad/Bpmsourceemaildetails.png]]| | [[File:bpmsourceemaildetails.png|thumb|link=https://wiki.hornbill.com/images/a/ad/Bpmsourceemaildetails.png]]| | ||
| Line 1,876: | Line 1,706: | ||
{{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.}} | {{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.}} | ||
}} | }} | ||
{{BPMAutomation|Organisation_Details|Organisation Details| | {{BPMAutomation|Organisation_Details|Organisation Details| | ||
[[File:bpmorganisationdetails.png|thumb|link=https://wiki.hornbill.com/images/1/1c/Bpmorganisationdetails.png]]| | [[File:bpmorganisationdetails.png|thumb|link=https://wiki.hornbill.com/images/1/1c/Bpmorganisationdetails.png]]| | ||
| Line 1,884: | Line 1,712: | ||
{{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.}} | {{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.}} | ||
}} | }} | ||
{{BPMAutomation|GetRequestInfoOwner|Owner Details| | {{BPMAutomation|GetRequestInfoOwner|Owner Details| | ||
[[File:getrequestownerbpm.png|thumb|link=https://wiki.hornbill.com/images/8/8b/Getrequestownerbpm.png]]| | [[File:getrequestownerbpm.png|thumb|link=https://wiki.hornbill.com/images/8/8b/Getrequestownerbpm.png]]| | ||
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{{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.}} | {{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.}} | ||
}} | }} | ||
{{BPMAutomation|GetRequestInfoRequestDetails|Request Details| | {{BPMAutomation|GetRequestInfoRequestDetails|Request Details| | ||
[[File:getrequestdetailsbpm.png|thumb|link=https://wiki.hornbill.com/images/b/bb/Getrequestdetailsbpm.png]]| | [[File:getrequestdetailsbpm.png|thumb|link=https://wiki.hornbill.com/images/b/bb/Getrequestdetailsbpm.png]]| | ||
| Line 1,900: | Line 1,724: | ||
{{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.}} | {{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.}} | ||
}} | }} | ||
{{BPMAutomation|Progessive_Capture_Answers|Progressive Capture Answers| | {{BPMAutomation|Progessive_Capture_Answers|Progressive Capture Answers| | ||
[[File:bpmprogressivecaptureanswers.png|thumb|link=https://wiki.hornbill.com/images/d/d7/Bpmprogressivecaptureanswers.png]]| | [[File:bpmprogressivecaptureanswers.png|thumb|link=https://wiki.hornbill.com/images/d/d7/Bpmprogressivecaptureanswers.png]]| | ||
| Line 1,910: | Line 1,732: | ||
{{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.}} | {{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.}} | ||
}} | }} | ||
{{BPMAutomation|Service_Details|Service Details| | {{BPMAutomation|Service_Details|Service Details| | ||
[[File:bpmservicedetails.png|thumb|link=https://wiki.hornbill.com/images/1/10/Bpmservicedetails.png]]| | [[File:bpmservicedetails.png|thumb|link=https://wiki.hornbill.com/images/1/10/Bpmservicedetails.png]]| | ||
| Line 1,918: | Line 1,738: | ||
{{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.}} | {{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.}} | ||
}} | }} | ||
{{BPMAutomation|GetRequestInfoRequestDetails|Site Details| | {{BPMAutomation|GetRequestInfoRequestDetails|Site Details| | ||
[[File:getrequestsitebpm.png|thumb|link=https://wiki.hornbill.com/images/0/0a/Getrequestsitebpm.png]]| | [[File:getrequestsitebpm.png|thumb|link=https://wiki.hornbill.com/images/0/0a/Getrequestsitebpm.png]]| | ||
| Line 1,926: | Line 1,744: | ||
{{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.}} | {{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.}} | ||
}} | }} | ||
{{BPMAutomation|GetTeamDetails|Team Details| | {{BPMAutomation|GetTeamDetails|Team Details| | ||
[[File:getteamdetails.png|thumb|link=https://wiki.hornbill.com/images/a/a2/Getteamdetails.png]]| | [[File:getteamdetails.png|thumb|link=https://wiki.hornbill.com/images/a/a2/Getteamdetails.png]]| | ||
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</div> | </div> | ||
-> | |||
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | ||
<div id="integrationnewrequest"></div> | <div id="integrationnewrequest"></div> | ||
| Line 2,056: | Line 1,872: | ||
</div> | </div> | ||
</div> | </div> | ||
====Linked Requests==== | ====Linked Requests==== | ||
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. | 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. | ||
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | ||
* Resolve Linked Requests | * Resolve Linked Requests | ||
| Line 2,104: | Line 1,920: | ||
</div> | </div> | ||
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | ||
* Update Linked Requests | * Update Linked Requests | ||
Latest revision as of 20:34, 8 May 2024
This document can now be found at its new location in the Hornbill Document Library.
