Service Manager Business Process Workflow

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{{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}}
 
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Revision as of 23:20, 21 May 2020

Home > Administration > Service Manager > Business Process Workflow Index

Introduction

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.

Related Articles

Boards

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.

  • Add Comment To Board
Bpmaddcommenttoboard.png

Add Comment To Board

Use this node to manually add a Comment card to a Service Manager Board at the required stage in a process.

Options

  • Board
The name of the Service Manager Board on which the Comment card will be added
  • List
The name of the list from the above specified board to which the Comment card will be added
  • Comment
The actual comment, as it will appear on the card on the Board
  • Add Request to Board
Bpmaddrequesttoboard.png

Add Request to Board

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.

Options

  • 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
  • Board
The name of the Service Manager Board on which the Request card will be added
  • List
The name of the list from the above specified board to which the Request card will be added
  • Remove Request from Board
Bpmremoverequestfromboard.png

Remove Request from Board

Use this option to remove a Request from a Service Manager Board at a specific stage in a process.

Options

  • 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
  • Board
The name of the Service Manager Board from which the Request card will be removed


Change Requests

Use these nodes at any stage in a process to automate Change Request specific actions.

Suspend

  • Wait For Change Type
Bpmwaitforchangetype.png

Wait For Change Type

Use this Hornbill Automation to suspend the Business Process until a Change Type has been set on the Change Request

Options

  • 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
  • Action Focus
Sets the Action Item on a request that will be in focus when using this suspend node.
  • 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.
  • Wait For Request Schedule
Bpmwaitforrequestschedule.png

Wait For Request Schedule

Use this node to pause the process and await the scheduling of the Change Request in the Change Calendar

Options

  • 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
  • Action Focus
Sets the Action Item on a request that will be in focus when using this suspend node.
  • 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.

Update Request

  • Add to Change Calendar
Bpmaddtochangecalendar.png

Add to Change Calendar

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.

Options

  • 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
  • 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
  • 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
  • Start Time (From Variable)
Set the Start Time for this change from a BPM Variable
  • End Time (From Variable)
Set the End Time for this change from a BPM Variable
  • Enforce Freeze Periods
Set this to ensure that the Start or End Dates are not set within a Change Freeze Period
  • Update Timeline
Include a Timeline update on the request when this automation has completed
  • Remove from Change Calendar
Bpmremovefromchangecalendar.png

Remove from Change Calendar

Use this node to automatically remove the Change from the Change Calendar

Options

  • 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
  • Update Timeline
Include a Timeline update on the request when this automation has completed
  • Change Type
Bpmchangetype.png

Change Type

Use this automation to update the Change Type field on the Change Request

Options

  • 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
  • Change Type
Select from the pick list which type of Change will be set on this change
  • Update Timeline
Include a Timeline update on the request when this automation has completed


Problem Records

Use these nodes at any stage in a process to automate Problem Record specific actions.

Suspend

  • Wait for Workaround
Bpmwaitforproblemworkaround.png

Wait for Workaround

Use this node to suspend the BPM Workflow and wait for a workaround to be added to the Problem Record.

Options

  • 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
  • Action Focus
Sets the Action Item on a request that will be in focus while the process is suspended
  • 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.


Releases

Use this node at any stage in a process to automate Release specific actions.

Suspend

  • Wait for Release Type
Bpmwaitforreleasetype.png

Wait for Release Type

Use this Hornbill Automation to suspend the Business Process until a Release Type has been set on the Release record

Options

  • 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
  • Action Focus
Sets the Action Item on a request that will be in focus when using this suspend node.
  • 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.
  • Wait for Request Schedule
Bpmwaitforreleaseschedule.png

Wait for Request Schedule

Use this node to pause the process and await the scheduling of the Release in the Change Calendar

Options

  • 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
  • Action Focus
Sets the Action Item on a request that will be in focus when using this suspend node.
  • 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.

Update Request

  • Add to Change Calendar
Bpmaddreleasetocalendar.png

Add to Change Calendar

Use this node to automatically add the Release to the Change Calendar

Options

  • 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
  • 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
  • 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
  • Start Time (From Variable)
Set the Start Time for this change from a BPM Variable
  • End Time (From Variable)
Set the End Time for this change from a BPM Variable
  • Enforce Freeze Periods
Set this to ensure that the Start or End Dates are not set within a Change Freeze Period
  • Update Timeline
Include a Timeline update on the request when this automation has completed
  • Remove from Change Calendar
Bpmremovereleasefromcalendar.png

Remove from Change Calendar

Use this node to automatically remove the Release from the Change Calendar

Options

  • 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
  • Update Timeline
Include a Timeline update on the request when this automation has completed
  • Release Type
Bpmupdatereleasetype.png

Release Type

Use this node to update the Release Type

Options

  • 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
  • Release Type
Select from the pick list which type of Release will be set on this release
  • Update Timeline
Include a Timeline update on the request when this automation has completed


Request Connections

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.

  • Add Connection
Bpmaddconnection.png

Add Connection

Use this node to add a connection to a request

  • 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
  • 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.
  • Co-worker
Choose which internal user will be added as a connection to the request
  • Contact
Choose which external user will be added to a connection to the request
  • 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
  • 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
  • Update Timeline
Include a Timeline update on the request when this node has completed
  • Email Connections
RequestConnections> Connections > Email Connections

Use this node to email connections of the request.

Configuration options include:

  • Mailbox Name - Specify the mailbox from which the email will be sent
  • Email Template - Specify the email template which will be sent
  • Recipients - Specify if the email should be sent to All users, Internal users only, or External users only of the following Connection Type
  • Connection Type - Specify which connection types should receive the email notification

Connections Email.png

  • Remove All Connections
RequestConnections> Connections > Remove All Connections

Use this node to remove connections from the request.

Configuration options include:

  • Recipients - Specify if the connections to be removed should be All users, Internal users only, or External users only of the following Connection Type
  • Connection Type - Specify which connection types should be removed from the request

Connections Remove All.png

  • Remove Connection
RequestConnections> Connections > Remove Connection

Use this node to remove specific connections from the request.

Configuration options include:

  • Co-worker - Choose which internal user will be removed from the request
  • Contact - Choose which external user will be removed from the request

It is possible to remove a single Co-Worker and Contact from a request in a single node, but it is not mandatory to do so.

Connections Remove.png

Request 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.

  • Add Request Member
Members > Add Request Member

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.

  • 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

At requestMembers members addRequestMember sept2019.png

  • Member - This option can contain the Co-worker to be added as a Request member. If supplied, "Member (From Variable)" option will be ignored.
  • 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.
  • Remove Request Member
Members > Remove Request Member

Use this option to remove members from a request.

  • Select which member to remove

At requestMembers members removeRequestMember sept2019.png

  • Member - This option can contain the Co-worker to be removed from the Request members. If supplied, "Member (From Variable)" option will be ignored.
  • 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.

Requests

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.

  • Lock / Unlock Request Actions
Requests > Access Control > Lock / Unlock Actions

Locks or Unlocks the selected Actions on on a request. This includes sections that are associated to the actions

  • Lock Update
Prevents the manual adding of an update to the Timeline.
  • Lock Callback
Prevents the use of the Phone action
  • Lock Attach
Prevents the use of the Attach Action and the Attachments section of the request
  • Lock Link
Prevents the linking of requests to this request and stops the removal of linked requests in the requests section
  • Lock Linked Services
Prevents the linking of Services to this request and stops the removal of linked Services in the requests section
  • Lock Email
Prevents the sending of email
  • Lock Change Customer
Prevents the changing of the customer
  • Lock Assign
Prevents the request from being manually assigned or re-assigned
  • Lock Connections
Prevents further Connections from being added the removal of existing connections in the Connections section
  • Lock Escalate
Prevents the manual changing of the Priority
  • Lock Asset
Prevents the adding or removing of an asset
  • Lock Workaround
Prevents the accepting of a workaround being added on a Known Error
  • Lock Publish
Prevents the publishing of a Problem or Known Error record to the Self Service Portal
  • Lock Board
Prevents the request from being added to a board
  • Lock Schedule
Prevents the scheduling of a Change Request
  • Lock Solution
Prevents the ability to accept a solution provided to an Incident from a Problem or Known Error
  • Lock Resolve
Prevents a request from manually being resolved
  • Lock Cancel
Prevents a request from being cancelled
  • System Timeline Update
Use the provide System Timeline Update to show that a lock or unlock has taken place
  • Manual Timeline Update
Provide a custom Timeline Update message when a lock or unlock has taken place
  • Lock Request Details
Requests > Access Control > Lock Request Details

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.

Accesscontrollock.png

  • System Timeline Update - Select if the default system text will be added to the timeline for this action
  • 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
  • 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.
  • Unlock Request Details
Requests > Access Control > Unlock Request Details

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.

Accesscontrolunlock.png

  • System Timeline Update - Select if the default system text will be added to the timeline for this action
  • 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
  • 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.

Assessment

Use the Assessment node to instigate an Impact Assessment on a request

  • Impact Assessment
Using this option 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.
  • Assessment
The name of the assessment that you wish to run on the request
  • System Timeline Update - Select if the default system text will be added to the timeline for this action
  • 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
  • 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.

Assignment

Use the Assignment node to automatically assign a request to different Service Manager users or teams.

  • Assign to Service Team
Requests > Assignment > Assign to Service Team

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.

Assign Service Team.png

  • System Timeline Update - Select if the default system text will be added to the timeline for this action
  • 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
  • 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.
  • Assign to Team
Assign to Team

Assign to Team

Use this option to assign the request to a specified team.

  • 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.
  • Team
Select a team from the list of available teams that have been defined under the Organizational Data in Administration
  • Team (From Variable)
Assign to a Team based on a variable that has been populated using Progressive Capture or through the Get Information nodes
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • 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
  • 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.
  • Assign to Owner
Requests > Assignment > Assign to Owner

Use this option to assign the request to a specific Service Manager analyst.

  • Define which team the request will be assigned to
  • Define which analyst within the above team, the request will be assigned to

Assign To Owner.png

  • System Timeline Update - Select if the default system text will be added to the timeline for this action
  • 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
  • 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.
  • Assign to Owner (variable)
Assign to Owner (variable)

Assign to Owner (variable)

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

  • 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.
  • 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.
  • Owner
Assign to an analyst based on a variable that has been populated using Progressive Capture or through the Get Information nodes
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • 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
  • 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.
  • Assign to Request Creator
Requests > Assignment > Assign to Request Creator

Use this option to automatically assign the request to the Service Manager analyst who created / raised the request via Progressive Capture

Assign Request Creator.png

  • System Timeline Update - Select if the default system text will be added to the timeline for this action
  • 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
  • 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.
  • Assign to Most Available Analyst
Assign to Most Available Analyst BPM Operation

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.

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

  • 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.
  • 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.
  • 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.
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • 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
  • 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.
  • Assign on Round Robin Basis
Round Robin BPM Operation

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.

  • 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.
  • 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.
  • 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.
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • 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
  • 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

Use the Authorisation Decision node to mark on a Change or Service Request form if an authorisation decision has been made.

  • Approved
Requests > Authorisation Decision > Approved

Authoirsation Approved.png

  • System Timeline Update - Select if the default system text will be added to the timeline for this action
  • 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
  • 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.
  • Rejected
Requests > Authorisation Decision > Rejected

Authorisation Rejected.png

  • System Timeline Update - Select if the default system text will be added to the timeline for this action
  • 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
  • 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

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 Newsfeeds.

  • Comment on Existing Public Workspace Post
Requests > Collaboration > Comment on Existing Public Workspace Post

Use this node should you wish to automate the adding of a comment to an existing Post in a workspace.

  • Using this node 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 for a request > 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.
  • Specify the name of the Workspace to post to
  • Define the content for the post
  • Define if the timeline of the Request should be updated

Comment on a public post.png

  • Comment on Request Source Post
Use this option when the source of the request is from a post in order to post a comment back to this source post.
Requests > Collaboration > Comment on Request Source Post
  • Specify the content to be included in the comment
  • Specify if you would like the Request ID and Summary to be included in the comment
  • Define if the timeline of the Request should be updated

Comment on a public post.png

  • Post to Public Workspace
Requests > Collaboration > Post to Public Workspace

Use this node should you wish to automate the Posting to a specific workspace, and to it's members at one or multiple points in your business process. This will allow you to post important information to Collaboration users pertaining to the request against which your business process is running.

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.

  • Specify the name of the Workspace to post to
  • Define the content for the post
  • Define if the request id will be included in the post
  • Define if the request Summary will be included in the post
  • Define if the post to the Workspace will be appended to the timeline of the request

At requests collaboration postToPublicWorkspace.png

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.

  • Email Contact
Email Contact

Email Contact

Use this node to send an email to a contact that has a contact record stored in Hornbill

Options

  • 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.
  • Contact
Select a contact from the searchable pick list. Only contacts that have records stored in Hornbill will be available
  • 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
  • Email From
Select the email address that you want listed as the sender.
  • 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.
  • Email Template
Select the email template that you want to use for this email
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • 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
  • 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.
  • Email Co-worker
Email Co-worker

Email Co-worker

Use this node to send an email to a Co-worker that has a user account in Hornbill

Options

  • 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.
  • Co-worker
Select a Co-worker from the searchable pick list. Only Co-workers that have accounts in Hornbill will be available
  • Co-worker (From Variable)
Set a Co-worker from a variable
  • 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
  • Email From
Select the email address that you want listed as the sender.
  • 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.
  • Email Template
Select the email template that you want to use for this email
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • 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
  • 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.
  • Email Customer
Email Customer

Email Customer

Use this node to send an email to the customer that is associated to the request

Options

  • 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.
  • 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
  • Email From
Select the email address that you want listed as the sender.
  • 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.
  • Email Template
Select the email template that you want to use for this email
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • 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
  • 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.
  • Email Customer's Manager
Email Customer's Manager

Email Customer's Manager

Use this node to send an email to the Manager of the customer that is associated to the request

Options

  • 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.
  • 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
  • Email From
Select the email address that you want listed as the sender.
  • 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.
  • Email Template
Select the email template that you want to use for this email
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • 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
  • 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.
  • Email External Address
Email External Address

Email External Address

Use this node to send an email to one or more email addresses that are not available within Hornbill

Options

  • 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.
  • External Addresses
Add one or more email addresses that are not held within Hornbill. Multiple email address must be separated by a comma
  • 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
  • Email From
Select the email address that you want listed as the sender.
  • 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.
  • Email Template
Select the email template that you want to use for this email
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • 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
  • 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.
  • Email Request Owner
Email Request Owner

Email Request Owner

Use this node to send an email to the owner of the request

Options

  • 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.
  • 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
  • Email From
Select the email address that you want listed as the sender.
  • 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.
  • Email Template
Select the email template that you want to use for this email
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • 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
  • 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

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.

  • Customer Details
Requests > Get Request Information > Customer Details

Use this option at the start of a stage or preceding a task / authorisation / 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.

  • If you are using the decision node, and want to branch the process based on the Customers department, site, job title or any of the custom fields for the customer, you will need to use the Get Request Information > Customer Details node at the beginning of the stage, or before the decision node in order to see any variable values be available to evaluate against in the Custom Expression builder.

Customer Details.png

  • Source Email Details
Requests > Get Request Information > Source Email Details

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.

Source Email Details.png

  • Organisation Details
Requests > Get Request Information > Organisation Details

Use this option at the start of a stage or preceding a task / authorisation / 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's organisation of the request.

  • If you are using the decision node, and want to branch the process based on the Industry of the Customers Organisations, or their address, or any customer fields for the customers Organisations you will need to use the Get Request Information > Organisation Details node at the beginning of the stage, or before the decision node in order to see any variable values be available to evaluate against in the Custom Expression builder.

Org Details.png

  • Owner Details
Get Request Owner Details BPM
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.
  • 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.



The Variables that are available after this operation has been used include the following:

  • First Name
  • Last Name
  • Job Title
  • Site
  • Manager
  • Primary Email Address
  • Primary Phone Number
  • Mobile Phone Number
  • Interests
  • Personal Interests
  • Qualifications
  • Skills
  • Gender
  • Religion
  • Nationality
  • Country
  • Language
  • Company
  • Company Custom 1
  • Company Custom 2
  • Company Custom 3
  • Company Custom 4
  • Company Custom 5
  • Company Custom 6
  • Division
  • Division Custom 1
  • Division Custom 2
  • Division Custom 3
  • Division Custom 4
  • Division Custom 5
  • Division Custom 6
  • Costcenter
  • Costcenter Custom 1
  • Costcenter Custom 2
  • Costcenter Custom 3
  • Costcenter Custom 4
  • Costcenter Custom 5
  • Costcenter Custom 6
  • Department
  • Department Custom 1
  • Department Custom 2
  • Department Custom 3
  • Department Custom 4
  • Department Custom 5
  • Department Custom 6
  • Customer Custom 1
  • Customer Custom 2
  • Customer Custom 3
  • Customer Custom 4
  • Customer Custom 5
  • Customer Custom 6
  • Customer Custom 7
  • Customer Custom 8


  • Request Details
Get Request Request Details BPM
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.
  • 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.



The Variables that are available after this operation has been used include the following:

  • Assigned Team
  • Assigned Team (For Tasks)
  • Authorisation (Approved/Rejected)
  • Catalog Item
  • Catalog Item Id
  • Change Type
  • Closure Category
  • Created By
  • Customer
  • Customer Company
  • Customer Manager
  • Customer Primary Email Address
  • Customer Primary Phone Number
  • Customer Secondary Email Address
  • Customer Secondary Phone Number
  • Customer Type (Coworker/Contact)
  • Date Logged
  • Description
  • Fix By Date
  • Impact
  • Linked Requests
  • Logging Category
  • Owner
  • Owner (For Tasks)
  • Previous Task Owner
  • Priority
  • Release Type
  • Reopen Count
  • Resolution
  • Respond By Date
  • Request Assigned (Yes/No)
  • Scheduled End Date
  • Scheduled Start Date
  • Service
  • Service Id
  • Service Level
  • Service Level Agreement
  • Site
  • Source (Analyst/Email/Post/Request/Self Service)
  • Status
  • Sub Status Name
  • Summary
  • Time Logged
  • Urgency
  • Within Fix Time (Yes/No)
  • External Reference Number
  • Within Response Time (Yes/No)
  • Custom Field A
  • Custom Field B
  • Custom Field C
  • Custom Field D
  • Custom Field E
  • Custom Field F
  • Custom Field G
  • Custom Field H
  • Custom Field I
  • Custom Field J
  • Custom Field K
  • Custom Field L
  • Custom Field M
  • Custom Field N
  • Custom Field O
  • Custom Field P
  • Custom Field Q


  • Progressive Capture Answers
Requests > Get Request Information > Progressive Capture Answers

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.

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. Progressive Capture Answers.png

  • Service Details

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. The following variables are populated

  • Custom Fields A - F
  • Feedback Enabled
  • Portal Visibility
  • Portfolio Status
  • Service Category
  • Service Name
  • Service Owner ID
  • Service Owner Name
  • Status

Bp get info service.png

  • Site Details
Get Request Site Details BPM
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.
  • 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.



The Variables that are available after this operation has been used include the following:

  • Building
  • Country
  • Company ID
  • Company Name
  • Notes
  • Site Code
  • Site ID
  • Site Name
  • Type
  • Team Details
Get Team Details BPM
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.
  • 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.



The Variables that are available after this operation has been used include the following:

  • Team (For Tasks)
  • Name
  • Notes
  • Manager ID
  • Team Leader ID
  • Attribute 1
  • Attribute 2
  • Attribute 3
  • Attribute 4
  • Attribute 5
  • Attribute 6

Integration

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.

  • Create Jira Request
Requests > Integration > Create Jira Request

Creat Jira Request.png

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.

  • 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.

The following options need to be Configured:

  • Request id: Leave as Auto to pick up on the Request id against which the process is running.
  • 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.

If selecting Yes, the following system settings will need to have been set and will be used:

  • 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.
  • guest.ui.app.com.hornbill.servicemanager.integration.jira.userName: The Username of the account in Jira which the new request will be created under.
  • 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.
  • guest.ui.app.com.hornbill.servicemanager.integration.jira.projectName: The Parent Project to which the new request will belong.
  • guest.ui.app.com.hornbill.servicemanager.integration.jira.url: The full URL for the Jira instance against which the new request will be created.

If selecting No the following options will need to be manually set

  • URL: The full URL for the Jira instance against which the new request will be created.
  • Project Name: The Parent Project to which the new request will belong.
  • Issue Type: This is the Jira Issue type which will be created - Bug, Improvement, New Feature, Task or custom created on your Jira instance.
  • Username: The Username of the account in Jira which the new request will be created under.
  • Password: The Password for the user account in Jira which the new request will be created under.

In either case the following can also be configured manually.

  • 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)

Jira Create.png

  • Add Jira Request Comment
Requests > Integration > Add Jira Request Comment

Add Jira Comment.png

Add a comment to an existing Jira request.

  • 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.

The following options need to be Configured:

  • Request id: Leave as Auto to pick up on the Request id against which the process is running.
  • 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.

If selecting Yes, the following system settings will need to have been set and will be used:

  • guest.ui.app.com.hornbill.servicemanager.integration.jira.userName: The Username of the account in Jira which the new comment will be created under.
  • 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.
  • 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.

If selecting No the following options will need to be manually set

  • URL: The full URL for the Jira instance against which the new request will be created.
  • Username: The Username of the account in Jira which the new comment will be created under.
  • Password: The Password for the user account in Jira which the new request comment will be added.

In either case the following will also need to be configured manually.

  • Comment: Configure the message content which will be added to the Jira Request
  • 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)

Jira Comment.png

This will add the Comment into the Comments tab of the Activity section on the Jira request as shown below. Jira Comment Jira.png

  • Log New Service Request
Log New Request

Log New Service Request

This node can be used by other Hornbill apps to raise requests within Service Manager.

Options

  • Summary
To add a summary to the new request, set to Manual and provide the required text for the summary
  • Description
To add a description to the new request, set to Manual and provide the required text for the description
  • Service
To add a Service to the new request, set to Manual and select a Service from the pick list
  • Catalog Item
To add a Catalog Item to the new request, set to Manual and provide the name of the Catalog Item
  • Priority
To add a Priority to the new request, set to Manual and select a Priority from the pick list
  • Category
To add a Request Category to the new request, set to Manual and click on the edit button to open the Category selector.
  • Team
To add a Team to the new request, set to Manual and select a team from the pick list
  • Owner
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
  • Site
To add a Site to the new request, set to Manual and select a Site from the pick list
  • Status
To set the status on the new request, set to Manual and select a status from the pick list
  • System Timeline Update
To include a Timeline entry in the new request to record the raising of the new request, set to Manual and select Yes
  • Manual Timeline Update
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.
  • Visibility
Set the Visibility of the Timeline Entry if one is provided.

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.

  • Resolve Linked Requests
Resolve Linked Requests

Resolve Linked Requests

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.

Options

  • Request ID
This value is automatically applied. Leave this setting as Auto
  • Request Type
When set, only the request type that is selected will be resolved. When not set, all linked requests will be resolved
  • Status
Select the status that you wish to set the linked requests to. Either Resolve or Close
  • 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.
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • 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
  • Stop Timers
If there are Service Level Target Timers (Response or Resolution) on the linked request, these timers will be stopped and the Target marked
  • Notify Owner
Notify the owner of any linked request when resolved. The type of notification will be based on the Service Manager application settings
guest.app.requests.notification.notificationType.teamLinkedRequestResolveAction
guest.app.requests.notification.notificationType.teamLinkedRequestResolveAction
  • Email Customer
Send an email to Customer of the linked requests. Requires that the Mailbox Name and Email Template are selected
  • Mailbox Name
Name of the mailbox from which to send a customer email when the Email Customer option is set to Yes
  • Email Template
Name of the Email Template to use when the Email Customer option is set to Yes
  • Update Linked Requests
Update Linked Requests

Update Linked Requests

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.

Options

  • Request ID
This value is automatically applied. Leave this setting as Auto
  • Content
Provide the text that you would like to include in the update
  • Visibility
  • 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.
  • Request Type
Select a specific request type where only the linked requests of this type will be updated
  • Update Closed Requests
Set if the update should also be applied to any linked requests which have a closed status.
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • 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

Log Requests

Use the Log Request to automatically raise another request at a particular point in the workflow.

  • Log New Change
Log New Change
  • Request ID
This is an automatic option and should be set to Auto
  • Summary
To add a summary to the new request, set to Manual and provide the required text for the summary
  • Description
To add a description to the new request, set to Manual and provide the required text for the description
  • Service
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.
  • Catalog Item
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.
  • Priority
To add a Priority to the new request, set to Manual and select a Priority from the pick list
  • Category
To add a Request Category to the new request, set to Manual and click on the edit button to open the Category selector.
  • Team
To add a Team to the new request, set to Manual and select a team from the pick list
  • Owner
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
  • Site
To add a Site to the new request, set to Manual and select a Site from the pick list
  • Status
To set the status on the new request, set to Manual and select a status from the pick list
  • Copy Customer?
To use the same Customer as the originating request, set to Manual and select Yes
  • Copy Summary?
To use the same Summary as the originating request, set to Manual and select Yes
  • Copy Description?
To use the same Description as the originating request, set to Manual and select Yes
  • Copy Service?
To use the same Service as the originating request, set to Manual and select Yes
  • Copy Priority?
To use the same Priority as the originating request, set to Manual and select Yes
  • Copy Category?
To use the same Category as the originating request, set to Manual and select Yes
  • Copy Team?
To use the same Team as the originating request, set to Manual and select Yes
  • Copy Owner?
To use the same Owner as the originating request, set to Manual and select Yes
  • Copy Site?
To use the same Site as the originating request, set to Manual and select Yes
  • Copy Status?
To use the same Status as the originating request, set to Manual and select Yes
  • System Timeline Update
To include a Timeline entry in the new request to record the raising of the new request, set to Manual and select Yes
  • Manual Timeline Update
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.
  • Visibility
Set the Visibility of the Timeline Entry if one is provided.
  • Log New Incident
Log New Incident
  • Request ID
This is an automatic options and should be set to Auto
  • Summary
To add a summary to the new request, set to Manual and provide the required text for the summary
  • Description
To add a description to the new request, set to Manual and provide the required text for the description
  • Service
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.
  • Catalog Item
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.
  • Priority
To add a Priority to the new request, set to Manual and select a Priority from the pick list
  • Category
To add a Request Category to the new request, set to Manual and click on the edit button to open the Category selector.
  • Team
To add a Team to the new request, set to Manual and select a team from the pick list
  • Owner
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
  • Site
To add a Site to the new request, set to Manual and select a Site from the pick list
  • Status
To set the status on the new request, set to Manual and select a status from the pick list
  • Copy Customer?
To use the same Customer as the originating request, set to Manual and select Yes
  • Copy Summary?
To use the same Summary as the originating request, set to Manual and select Yes
  • Copy Description?
To use the same Description as the originating request, set to Manual and select Yes
  • Copy Service?
To use the same Service as the originating request, set to Manual and select Yes
  • Copy Priority?
To use the same Priority as the originating request, set to Manual and select Yes
  • Copy Category?
To use the same Category as the originating request, set to Manual and select Yes
  • Copy Team?
To use the same Team as the originating request, set to Manual and select Yes
  • Copy Owner?
To use the same Owner as the originating request, set to Manual and select Yes
  • Copy Site?
To use the same Site as the originating request, set to Manual and select Yes
  • Copy Status?
To use the same Status as the originating request, set to Manual and select Yes
  • System Timeline Update
To include a Timeline entry in the new request to record the raising of the new request, set to Manual and select Yes
  • Manual Timeline Update
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.
  • Visibility
Set the Visibility of the Timeline Entry if one is provided.
  • Log New Known Error
Log New Known Error
  • Request ID
This is an automatic options and should be set to Auto
  • Summary
To add a summary to the new request, set to Manual and provide the required text for the summary
  • Description
To add a description to the new request, set to Manual and provide the required text for the description
  • Service
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.
  • Catalog Item
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.
  • Priority
To add a Priority to the new request, set to Manual and select a Priority from the pick list
  • Category
To add a Request Category to the new request, set to Manual and click on the edit button to open the Category selector.
  • Team
To add a Team to the new request, set to Manual and select a team from the pick list
  • Owner
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
  • Site
To add a Site to the new request, set to Manual and select a Site from the pick list
  • Status
To set the status on the new request, set to Manual and select a status from the pick list
  • Copy Customer?
To use the same Customer as the originating request, set to Manual and select Yes
  • Copy Summary?
To use the same Summary as the originating request, set to Manual and select Yes
  • Copy Description?
To use the same Description as the originating request, set to Manual and select Yes
  • Copy Service?
To use the same Service as the originating request, set to Manual and select Yes
  • Copy Priority?
To use the same Priority as the originating request, set to Manual and select Yes
  • Copy Category?
To use the same Category as the originating request, set to Manual and select Yes
  • Copy Team?
To use the same Team as the originating request, set to Manual and select Yes
  • Copy Owner?
To use the same Owner as the originating request, set to Manual and select Yes
  • Copy Site?
To use the same Site as the originating request, set to Manual and select Yes
  • Copy Status?
To use the same Status as the originating request, set to Manual and select Yes
  • System Timeline Update
To include a Timeline entry in the new request to record the raising of the new request, set to Manual and select Yes
  • Manual Timeline Update
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.
  • Visibility
Set the Visibility of the Timeline Entry if one is provided.
  • Log New Problem
Log New Problem
  • Request ID
This is an automatic options and should be set to Auto
  • Summary
To add a summary to the new request, set to Manual and provide the required text for the summary
  • Description
To add a description to the new request, set to Manual and provide the required text for the description
  • Service
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.
  • Catalog Item
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.
  • Priority
To add a Priority to the new request, set to Manual and select a Priority from the pick list
  • Category
To add a Request Category to the new request, set to Manual and click on the edit button to open the Category selector.
  • Team
To add a Team to the new request, set to Manual and select a team from the pick list
  • Owner
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
  • Site
To add a Site to the new request, set to Manual and select a Site from the pick list
  • Status
To set the status on the new request, set to Manual and select a status from the pick list
  • Copy Customer?
To use the same Customer as the originating request, set to Manual and select Yes
  • Copy Summary?
To use the same Summary as the originating request, set to Manual and select Yes
  • Copy Description?
To use the same Description as the originating request, set to Manual and select Yes
  • Copy Service?
To use the same Service as the originating request, set to Manual and select Yes
  • Copy Priority?
To use the same Priority as the originating request, set to Manual and select Yes
  • Copy Category?
To use the same Category as the originating request, set to Manual and select Yes
  • Copy Team?
To use the same Team as the originating request, set to Manual and select Yes
  • Copy Owner?
To use the same Owner as the originating request, set to Manual and select Yes
  • Copy Site?
To use the same Site as the originating request, set to Manual and select Yes
  • Copy Status?
To use the same Status as the originating request, set to Manual and select Yes
  • System Timeline Update
To include a Timeline entry in the new request to record the raising of the new request, set to Manual and select Yes
  • Manual Timeline Update
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.
  • Visibility
Set the Visibility of the Timeline Entry if one is provided.
  • Log New Release
Log New Release
  • Request ID
This is an automatic options and should be set to Auto
  • Summary
To add a summary to the new request, set to Manual and provide the required text for the summary
  • Description
To add a description to the new request, set to Manual and provide the required text for the description
  • Service
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.
  • Catalog Item
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.
  • Priority
To add a Priority to the new request, set to Manual and select a Priority from the pick list
  • Category
To add a Request Category to the new request, set to Manual and click on the edit button to open the Category selector.
  • Team
To add a Team to the new request, set to Manual and select a team from the pick list
  • Owner
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
  • Site
To add a Site to the new request, set to Manual and select a Site from the pick list
  • Status
To set the status on the new request, set to Manual and select a status from the pick list
  • Copy Customer?
To use the same Customer as the originating request, set to Manual and select Yes
  • Copy Summary?
To use the same Summary as the originating request, set to Manual and select Yes
  • Copy Description?
To use the same Description as the originating request, set to Manual and select Yes
  • Copy Service?
To use the same Service as the originating request, set to Manual and select Yes
  • Copy Priority?
To use the same Priority as the originating request, set to Manual and select Yes
  • Copy Category?
To use the same Category as the originating request, set to Manual and select Yes
  • Copy Team?
To use the same Team as the originating request, set to Manual and select Yes
  • Copy Owner?
To use the same Owner as the originating request, set to Manual and select Yes
  • Copy Site?
To use the same Site as the originating request, set to Manual and select Yes
  • Copy Status?
To use the same Status as the originating request, set to Manual and select Yes
  • System Timeline Update
To include a Timeline entry in the new request to record the raising of the new request, set to Manual and select Yes
  • Manual Timeline Update
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.
  • Visibility
Set the Visibility of the Timeline Entry if one is provided.
  • Log New Request
Log New Request
  • Request ID
This is an automatic options and should be set to Auto
  • Summary
To add a summary to the new request, set to Manual and provide the required text for the summary
  • Description
To add a description to the new request, set to Manual and provide the required text for the description
  • Service
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.
  • Catalog Item
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.
  • Priority
To add a Priority to the new request, set to Manual and select a Priority from the pick list
  • Category
To add a Request Category to the new request, set to Manual and click on the edit button to open the Category selector.
  • Team
To add a Team to the new request, set to Manual and select a team from the pick list
  • Owner
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
  • Site
To add a Site to the new request, set to Manual and select a Site from the pick list
  • Status
To set the status on the new request, set to Manual and select a status from the pick list
  • Copy Customer?
To use the same Customer as the originating request, set to Manual and select Yes
  • Copy Summary?
To use the same Summary as the originating request, set to Manual and select Yes
  • Copy Description?
To use the same Description as the originating request, set to Manual and select Yes
  • Copy Service?
To use the same Service as the originating request, set to Manual and select Yes
  • Copy Priority?
To use the same Priority as the originating request, set to Manual and select Yes
  • Copy Category?
To use the same Category as the originating request, set to Manual and select Yes
  • Copy Team?
To use the same Team as the originating request, set to Manual and select Yes
  • Copy Owner?
To use the same Owner as the originating request, set to Manual and select Yes
  • Copy Site?
To use the same Site as the originating request, set to Manual and select Yes
  • Copy Status?
To use the same Status as the originating request, set to Manual and select Yes
  • System Timeline Update
To include a Timeline entry in the new request to record the raising of the new request, set to Manual and select Yes
  • Manual Timeline Update
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.
  • Visibility
Set the Visibility of the Timeline Entry if one is provided.


Information
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.

Request Service

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.

  • Update Service Status
  • Request ID - This is an automatic options and should be set to Auto
  • 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.
  • 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.
Update Request Service Status.png

Suspend

Use the Suspend node if you wish to suspend the progress of the process 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.

  • Await Expiry
Requests > Suspend > Await Expiry
Use this suspend node to suspend a Request's Business Process until the expire period has been reached.
  • Expire Period
This option determines when the node expires. A Duration must be supplied (e.g. 8 Hours). If you wish to use a date/time for expiry, set this option to "ignore" and set the'Expire Date/Time' option below instead.
  • Expire 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.

Suspend Await Expiry.png

  • Wait for List of Request Authorisers
Use this suspend node 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)
  • Action Focus
Sets the Action Item on a request that will be in focus. When using this suspend node, it is recommended to select the Authorisation action item.
  • Authorization 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.
  • Service Owner
Selecting Yes will automatically include the owner of the service that the requests is raised against, to the list of authorizers
  • Linked Service Owners
Selecting Yes will automatically include the owners of the services that are linked to the request, to the list of authorizers
  • Linked Assets Owners
Selecting Yes will automatically include the owners of the assets that are linked to the request, to the list of authorizers
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.

WaitforlistofApprovers.png

  • Wait for Request Closure
Requests > Suspend > Wait for Request Closure

Suspend Wait Close.png

  • Wait for Request Closure Category
Requests > Suspend > Wait for Request Closure Category

Closure Category.png

  • Wait for Customer
Requests > Suspend > Wait for Customer

At requests suspend waitForCustomer.png

  • Suspend and Wait for Feedback
Wait for Feedback

Suspend and Wait for Feedback

Use this node to suspend the workflow on the request until the customer has provided feedback

Options

  • 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.
  • Action Focus
Sets the Action Item on a request that will be in focus. When using this suspend node.
  • 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.
  • Wait for Request Description
Requests > Suspend > Wait for Request Description

Suspend Request Description.png

  • Wait for Request Email
Wait for Request Email

Wait for Request Email

Use this node to suspend the BPM Workflow and wait for an email to be sent from the request.

Options

  • 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.
  • Action Focus
Sets the Action Item on a request that will be in focus. When using this suspend node.
  • 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.
  • Wait for External Reference
Requests > Suspend > Wait for External Reference

Suspend Request External.png

  • Wait for Linked Services
Use this suspend option when a request needs to have a linked service added before the process can continue
Requests > Suspend > Wait for Linked Service
  • Wait for Linked Request Update
Wait for Linked Request Update

Wait for Linked Request Update

Use this node to suspend the BPM Workflow and wait for an update to be made on a linked request.

Options

  • 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.
  • Request Type
This limits the suspend to only wait for updates from linked requests of the selected type
  • 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.
  • Contains
Include a string of text which will match the text within the linked request's timeline
  • 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.
  • Wait for Request Owner
Use this suspend option when a request does not currently have an owner.
Requests > Suspend > Wait for Request Owner

At requests suspend waitForRequestOwner.png

  • Wait for New Request Owner
Use this suspend option when the request already has an owner, but it is in a state where it is waiting for a reassignment.
Requests > Suspend > Wait for New Request Owner

Suspendwaitfornewowner.png

  • Wait for Request Off Hold
Requests > Suspend > Wait for Request Off Hold

Suspend wait offhold.png

  • Wait for Request Priority
Requests > Suspend > Wait for Request Priority

At requests suspend waitForRequestPriority.png

  • Wait for Request Category
Requests > Suspend > Wait for Request Category

Suspend Request Category.png

  • Wait for Request Resolution
Requests > Suspend > Wait for Request Resolution

At requests suspend waitForRequestResolution.png

  • Wait for Request Site
Requests > Suspend > Wait for Request Site

Suspend Request Site.png

  • Wait for Status Change
Use this suspend mode to wait for a change from a particular status. A decision node can follow this to determine the new status and the workflow that follows. This is particularly useful for managing two stage closure where options for resolving, closing, and re-opening can take place. (Requests > Suspend > Wait for Request Summary)
  • Action Focus
Sets the Action Item on a request that will be in focus. When using this suspend node.
  • From Status
Set the status that you want to suspend the workflow until that particular status has changed. An example would be to set this as Resolved so when it changes from this status to either Open or Closed you can branch using a decision node to manage the process for the new status. If using a decision node and custom expression ensure you use Status.Open Etc in your condition rather than just Open.
  • Expire Period
The Expire Period will automatically come out of the suspend mode and progress the workflow. If there are no changes to the From Status within the expiry period a decision node can be used to include steps in your process when this occurs. This could be used for automatic closure of the request as the result of the Expiry Period being met.

Bp suspend wait status change.png

  • Wait for Request Summary
Requests > Suspend > Wait for Request Summary

Suspend Request Summary.png

  • Wait for Request Team
Requests > Suspend > Wait for Request Team

At requests suspend waitForRequestTeam.png

  • Wait for Request Update
Requests > Suspend > Wait for Request Update

Suspend Request Update.png

Update Request

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.

  • Logging Category
Requests > Update Request > Logging Category

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.

UpdateRequestCategoryNew.jpg

  • Category - This option will prompt you to select a Category. If supplied, "Category (From Variable)" option will be ignored.
  • 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.
  • System Timeline Update - Select if the default system text will be added to the timeline for this action
  • 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
  • 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.
  • Closure Category
Requests > Update Request > Closure Category

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.

Closure Category.png

  • Category - This option will prompt you to select a Category. If supplied, "Category (From Variable)" option will be ignored.
  • 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.
  • System Timeline Update - Select if the default system text will be added to the timeline for this action
  • 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
  • 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.
  • Update Customer
Update Customer

Update Customer

Use this node to automatically add or update a request with a Customer

Options

  • 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
  • Co-Worker
Select a Co-worker that will be used as the customer of the request
  • Contact
Select a Contact that will be used as the customer of the request
  • Co-worker (From Variable)
Use a variable to populated the customer, based on a Co-worker ID
  • Contact (From Variable)
Use a variable to populate the customer, based on a contact ID
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • 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
  • 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.
  • Custom Fields
Requests > Update Request > Custom Fields

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.

Update Request Custom Fields.png

  • 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.
  • 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.
  • 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".
  • System Timeline Update - Select if the default system text will be added to the timeline for this action
  • 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
  • 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.
  • Details
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.
  • 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.
  • Summary
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. Set to Ignore if no action is required.
  • Description
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. Set to Ignore if no action is required.
  • Append Text
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
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • 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
  • 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.
  • External Reference
Use this operation to update the External Reference field that is held against the requests.

Bp update external ref.png

  • External Reference
Either enter an external reference number or use the variable picker to take the External Reference held in a variable
  • System Timeline Update
Select Yesif the default system text will be added to the timeline for this action
  • 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
  • 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.
  • First Time Fix
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.
  • 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.
  • No Team Reassignments
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.
  • No Owner Reassignments
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.
  • No Hold Time
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.
  • Max Open Time
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.
  • Include Working Time Calendar
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
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • 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
  • 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.
  • Place On Hold
Place On Hold
Use this operation to automatically put a request on-hold when a point within the workflow has been reached.
  • 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.
  • On Hold Period
Enter the number of Years, Months, Days, Hours, and Minutes that the request will be on hold for.
  • On Hold Period Apply Working Time Calendar
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.
  • Reason
Include information that describes the reason for the request being placed on-hold.
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • 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
  • 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.
  • Sub-Status
Set the sub-status of the request when the request is placed on-hold
  • Priority
Requests > Update Request > Priority

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.

Update Priority.png

  • System Timeline Update - Select if the default system text will be added to the timeline for this action
  • 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
  • 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.
  • Resolution Text
Requests > Update Request > Resolution Text

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.

Update Request Resolution text.png

  • Resolution Text - The text which will appear in the resolution text box (this can include the use of request variables)
  • 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
  • System Timeline Update - Select if the default system text will be added to the timeline for this action
  • 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
  • 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.
  • Service Level
Requests > Update Request > Service Level

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.

  • There are no options required for this operation.
Because of how this operation works there are no options to select from. It simply executes the operation.
  • Site
Update Site

Site

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.

Options

  • 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.
  • Site
Select from the list of available sites as defined under the Organizational Data in Administration
  • Site ID (From Variable)
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.
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • 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
  • 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.
  • Site (Customer' Site)
Requests > Update Request > Site (Customer's Site)

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.

Update Customers Site.png

  • System Timeline Update - Select if the default system text will be added to the timeline for this action
  • 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
  • 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.
  • Source
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.
  • 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.
  • Source
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.
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • 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
  • 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.
  • Status / Sub-status
Requests > Update Request > Status

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.

Business process update status.png

  • Status - Optionally select the Status you wish the Request to be set too
  • Sub-Status - Optionally select the Sub-Status you wish the Request to be set too
  • System Timeline Update - Select if the default system text will be added to the timeline for this action
  • 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
  • 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.
  • Timeline
Requests > Update Request > Timeline

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.

Bp update timeline.png

  • 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
  • URL - Include a URL which will be embedded into the timeline update of the request.
  • 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.

Request Timers

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.

  • Start Resolver Timer
Application > Timer > Start Resolver Timer

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.

At requestTimers resolutionTimers startResolutionTimer.png

  • Stop Resolution Timer
Application > Timer > Stop Resolver Timer

Use this node to stop the resolution timer at the required point in the process.

At requestTimers resolutionTimers stopResolutionTimer.png

  • Start Response Timer
Application > Timer > Start Response Timer

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.

At requestTimers responseTimers startResponseTimer.png

  • Stop Response Timer
Application > Timer > Stop Response Timer

Use this node at the required point in the process to stop the response timer.

At requestTimers responseTimers stopResponseTimer.png

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