Difference between revisions of "Request Sub-statuses"
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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/services/request-sub-statuses Hornbill Document Library]. | ||
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| + | [[file:hornbill-document-library.png|Request Sub-statuses|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/services/request-sub-statuses]] | ||
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{{bluebanner|[[Main Page|Home]] > [[Service Manager]] > [[Service Portfolio]] > [[Service Details]] > [[Services Request Configuration]] > Request Sub-statuses|[[:Category:Service Manager|Index]]}} | {{bluebanner|[[Main Page|Home]] > [[Service Manager]] > [[Service Portfolio]] > [[Service Details]] > [[Services Request Configuration]] > Request Sub-statuses|[[:Category:Service Manager|Index]]}} | ||
{{IntroAndLinks|[[file:substatus.png|right|350px|link=https://wiki.hornbill.com/images/6/6a/Substatus.png]] | {{IntroAndLinks|[[file:substatus.png|right|350px|link=https://wiki.hornbill.com/images/6/6a/Substatus.png]] | ||
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== On Customer Response Change Sub-Status to...== | == On Customer Response Change Sub-Status to...== | ||
| − | Sub-statuses can often be used for scenarios where a request has been put on hold as some feedback or an update is required by the customer before proceeding. | + | Sub-statuses can often be used for scenarios where a request has been put on hold as some feedback or an update is required by the customer before proceeding. When the ''On Customer Response'' option is set, this allows the sub-status to automatically change to the selected sub-status when one of the following actions is performed on the request: |
'''Self Service Actions''' | '''Self Service Actions''' | ||
| − | + | <br>The sub-status will change automatically when the Customer... | |
| − | :* | + | :* adds a comment to a post |
| − | :* | + | :* adds a post (update) |
| − | :* | + | :* adds an attachment |
| − | :* | + | :* confirms a resolution has worked |
| − | :* | + | :* confirms a resolution hasn't worked |
'''Email Actions''' | '''Email Actions''' | ||
| + | <br>The sub-status will change automatically when an email is... | ||
| + | :* manually applied to a request | ||
| + | :* automatically added to a request via email Routing Rules | ||
| − | + | It's not possible to tailor this behaviour beyond the scenarios listed above. | |
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== On Auto Off-hold Change Sub-Status to... == | == On Auto Off-hold Change Sub-Status to... == | ||
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== Plug-ins== | == Plug-ins== | ||
| − | {{bullet1|[[ | + | {{bullet1|[[Supplier Manager]]|With Supplier Manager installed you can automate the starting of Supplier Contract events from Service Manager Requests}} |
{{ExpandSection|SMContracts|Contract Requirements| | {{ExpandSection|SMContracts|Contract Requirements| | ||
[[File:smplugin1.png|thumb|link=https://wiki.hornbill.com/images/f/fa/Smplugin1.png]]| | [[File:smplugin1.png|thumb|link=https://wiki.hornbill.com/images/f/fa/Smplugin1.png]]| | ||
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{{bullet1|Supplier Information|Once a request is linked to a supplier and contract, this information will be displayed on the right hand side of the request form.}} | {{bullet1|Supplier Information|Once a request is linked to a supplier and contract, this information will be displayed on the right hand side of the request form.}} | ||
}} | }} | ||
| − | + | --> | |
| − | [[Category: | + | [[Category:HDOC]] |
Latest revision as of 21:07, 2 May 2024
This document can now be found at its new location in the Hornbill Document Library.
