Difference between revisions of "Connections Action Item"
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| + | This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/connection-action/ Hornbill Document Library]. | ||
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| + | [[file:hornbill-document-library.png|Connection Action|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/connection-action/]] | ||
| + | <!-- | ||
| + | <div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"> | ||
__NOTOC__[[Main Page|Home]] > [[Service Manager]] > Connections | __NOTOC__[[Main Page|Home]] > [[Service Manager]] > Connections | ||
| − | + | </div> | |
| − | == Introduction== | + | {|style="width: 100%" |
| + | |- valign="top" | ||
| + | |style="width:73%"| | ||
| + | ==Introduction== | ||
A Request in Service Manager is generally provided to support or fulfill a request for an individual. However, there can often be times when there are other people that may have a connection to a particular request. For example, a change request may have been raised for an individual, but over time others might ask for the same change. These additional people can be added as ''Interested'' connections. | A Request in Service Manager is generally provided to support or fulfill a request for an individual. However, there can often be times when there are other people that may have a connection to a particular request. For example, a change request may have been raised for an individual, but over time others might ask for the same change. These additional people can be added as ''Interested'' connections. | ||
| + | |style="width:5%"| | ||
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| + | |style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"| | ||
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| + | == Related Articles == | ||
| + | :* [[Connections|Service Connections]] | ||
| + | :* [[Incident Requests]] | ||
| + | :* [[Problem Records]] | ||
| + | :* [[Service Requests]] | ||
| + | :* [[Change Requests]] | ||
| + | :* [[Release_Requests|Release Requests]] | ||
| + | :* [[Service_Manager_Business_Process_Workflow#Request Connections|Connections Workflow Automation]] | ||
| + | :* [[Service_Manager_Business_Process_Workflow#Access_Control|Access Control]] | ||
| + | |} | ||
| + | {{#ev:youtube|ATU8elJfVWA|400|right}} | ||
== Adding a Connection== | == Adding a Connection== | ||
=== Search Customer === | === Search Customer === | ||
| − | The Search Customer box allows you to search for both co-workers and contacts to add as | + | The Search Customer box allows you to search for both co-workers and contacts, with the option to add one or more as connections in one action. |
* match with first name, last name, or full name | * match with first name, last name, or full name | ||
* match with the company name of a contact | * match with the company name of a contact | ||
=== Connection Type=== | === Connection Type=== | ||
| − | After searching for a customer, you are able to select the connection type from the selection option on the right hand side of the Customer Search field. There are two included connection types listed as ''Interested'' and ''Impacted''. The available list of connection types may vary depending on the setup of Service Manager. | + | After searching for a customer, you are able to select the connection type from the selection option on the right hand side of the Customer Search field. There are two included connection types listed as ''Interested'' and ''Impacted''. The available list of connection types may vary depending on the setup of Service Manager, and can be managed via a simple list in the admin console. |
=== Add Connection === | === Add Connection === | ||
| − | Once a connection | + | Once a connection or connections have been found and the connection type has been selected, simply click on the ''Add'' button. The customer/s will be added to a ''Connections'' section within the request. |
| + | * If the Connection type for the connection you are adding, will allow the connection to have visibility / access to the request via the employee portal, the agent will be presented with an information message to this effect before they confirm the addition of the connection to the request. This level of visibility to the requests is configured per service, per request type and per connection type on each of the service views. [[Connections|Service Connections]] | ||
| + | |||
| + | === Add a Comment === | ||
| + | You can optionally add a comment when you are adding connections to the request. This comment will be displayed in the Timeline entry once you have completed the action of adding connections. The comment is also added to each entry in the Connections section of the request. Here, the comment can be edited if any changes are needed. | ||
== Managing Connections == | == Managing Connections == | ||
| Line 24: | Line 51: | ||
=== Remove === | === Remove === | ||
| − | If a connection is no longer needed you can use the ''Remove'' option under | + | If a connection is no longer needed you can use the ''Remove'' option under the Action menu to remove each individual connection. When the last connection is removed, the Connections section will no longer be available until another Connection is added. |
| + | |||
| + | === Filter === | ||
| + | In the top right of the Connections section an option is provided to allow you to filter on a particular Connection type. The default is set to ''All Connections''. | ||
== Email Communication == | == Email Communication == | ||
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===Service Configuration=== | ===Service Configuration=== | ||
| − | The Connections Action Item icon can be added or removed as part of the configuration of the Service that the request is associated with. [[ | + | The Connections Action Item icon can be added or removed as part of the configuration of the Service that the request is associated with. [[Service Details |Read more...]] |
| + | |||
=== Managing the Connection Types === | === Managing the Connection Types === | ||
The list of available Connection Types that are available to select from can be modified or added to within the Administration Portal. A Simple List called requestConnectionType is used to manage these. [[Simple_Lists | Read more...]] | The list of available Connection Types that are available to select from can be modified or added to within the Administration Portal. A Simple List called requestConnectionType is used to manage these. [[Simple_Lists | Read more...]] | ||
| − | === Workflow Automated | + | === Workflow Automated Tasks === |
The BPM Workflow provides some Automated tasks for managing Connections. These allow you to add, remove, and email Connections. | The BPM Workflow provides some Automated tasks for managing Connections. These allow you to add, remove, and email Connections. | ||
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| − | + | Process | |
| + | * Scope: Entity | ||
| + | * Entity: RequestConnections | ||
| + | * Type:Connections | ||
| + | * Tasks: | ||
| + | :* Add Connection | ||
| + | :* Email Connections | ||
| + | :* Remove All Connections | ||
| + | :* Remove Connection | ||
| − | [[Category: | + | To learn more about managing BPM Workflows click [[Service Manager Business Process Workflow| here.]] |
| + | --> | ||
| + | [[Category:HDOC]][[Category:Videos]] | ||
Latest revision as of 22:52, 1 February 2024
This document can now be found at its new location in the Hornbill Document Library.
