@@ Line 1: / Line 1: @@
-{{bluebanner|[[Main Page|Home]] > [[Administration]] > [[Service Manager Administration |Service Manager]] > Business Process Workflow|[[::Category:Administration|Index]]}}
+This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-config/customize/workflows/using-workflows-with-service-manager Hornbill Document Library].
+[[file:hornbill-document-library.png|Service Manager Workflow|link=https://docs.hornbill.com/servicemanager-config/customize/workflows/using-workflows-with-service-manager]]
+<!--
+{{bluebanner|[[Main Page|Home]] > [[Administration]] > [[Service Manager Administration |Service Manager]] > Business Process Workflow|[[:Category:Administration|Index]]}}
 {{IntroAndLinks|
-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.|
+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 automated tasks that can be used in the [[Business Process Designer]] to build unique and powerful processes for your requests.|
 :* [[Business Process Designer]]
 :* [[Request Variables]]
-|}
+:* [[Core Hornbill Automations]]
 }}
-<!-- ******************************************************************************************************************************* -->
-<!-- *                                                     Automation Template                                                       -->
-<!-- ******************************************************************************************************************************* -->
-<!-- Copy and paste the template below to create a new Hornbill Automation section.
-nameOfTag:                   This is a link that can be used to jump to this section from a URL or link from another wiki page.
-Name of Automation:         Then of the Hornbill Automation as seen in the BPM Designer
-nameOfFile:                 Name of the image.  example BpmUpdateChangeType
-Description of Automation:  Brief description of what this automation does or where it can be used
-Name of Option:             Name of the Option as displayed in the BPM Designer
-Description of Option       Description of how this option is used
--- Start Copy--
-{{BPMAutomation|<nameOfTag>|<Name Of Automation>|
-[[File:<nameOfFile>.png|thumb|link=]]|
-<Description of Automation>|
-{{bullet1|<Name of Option>|<Description of Option>}}
-}}
--- Finish Copy --
--->
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                                                                                            * -->
-<!-- *                                                    Service Manager Boards                                                  * -->
-<!-- *                                                                                                                            * -->
-<!-- ****************************************************************************************************************************** -->
 ==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.
+'''Please Note:''' Service Manager Boards have now been deprecated and replaced with [[Board_Manager|'''Hornbill Board Manager''']]. The available Board Manager business process operations are outlined [[Board_Manager_Business_Process_Workflow|'''here''']]. 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                                                       * -->
+{{BPMAutomation|AddCommentToBoard|Add Comment To Board|
-<!-- ****************************************************************************************************************************** -->
-{{BPMAutomation|AddCommentToBoard"|Add Comment To Board|
 [[File:bpmaddcommenttoboard.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmaddcommenttoboard.png]]|
 Use this node to manually add a Comment card to a Service Manager Board at the required stage in a process.|
@@ Line 43: / Line 24: @@
 {{bullet1|Comment|The actual comment, as it will appear on the card on the Board}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                 Add Request to Board                                                       * -->
-<!-- ****************************************************************************************************************************** -->
 {{BPMAutomation|addRequesttoBoard|Add Request to Board|
 [[File:bpmaddrequesttoboard.png|thumb|link=https://wiki.hornbill.com/images/9/96/Bpmaddrequesttoboard.png]]|
@@ Line 53: / Line 32: @@
 {{bullet1|List|The name of the list from the above specified board to which the Request card will be added}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                               Remove Request from Board                                                    * -->
-<!-- ****************************************************************************************************************************** -->
 {{BPMAutomation|removeRequestFromBoard|Remove Request from Board|
 [[File:bpmremoverequestfromboard.png|thumb|link=https://wiki.hornbill.com/images/0/07/Bpmremoverequestfromboard.png]]|
@@ Line 63: / Line 40: @@
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                                                                                            * -->
-<!-- *                                                    Change Requests                                                         * -->
-<!-- *                                                                                                                            * -->
-<!-- ****************************************************************************************************************************** -->
 ==Change Requests==
 Use these nodes at any stage in a process to automate Change Request specific actions.
+===Get Information===
+{{BPMAutomation|getChangeInformation|GetInformation|
+[[File:bpmgetchangeinfo.png|thumb|link=https://wiki.hornbill.com/images/3/34/Bpmgetchangeinfo.png]]|
+Use this Hornbill Automation to get extended change information from a Change Request.|
+{{bullet1|Backout Plan|Get the Backout Plan for the change}}
+{{bullet1|Change Category|Get the category set against the change}}
+{{bullet1|Change Justification|Get the Justification information from the change}}
+{{bullet1|Change Type|Get the Change Type}}
+{{bullet1|Communication Plan|Get the Communication Plan for the change}}
+{{bullet1|Disruption Level|Get the Disruption Level for the change}}
+{{bullet1|End Time|Get the time when the change is set to be completed}}
+{{bullet1|Implementation Plan|Get the Implementation Plan}}
+{{bullet1|Is Scheduled|Get information about if the change is scheduled or not}}
+{{bullet1|Proposed End Time|Get the proposed end time of the change}}
+{{bullet1|Proposed Start Time|Get the proposed start time of the change}}
+{{bullet1|Security Implication|Get any security implications that have been added to the change}}
+{{bullet1|Start Time|Get the start time for the change}}
+{{bullet1|Support Plan|Get the support plan for the change}}
+{{bullet1|Test Plan|Get the test plan for the change}}
+}}
 === Suspend ===
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                 WAIT FOR CHANGE TYPE                                                       * -->
-<!-- ****************************************************************************************************************************** -->
 {{BPMAutomation|waitForChangeType|Wait For Change Type|
 [[File:bpmwaitforchangetype.png|thumb|link=https://wiki.hornbill.com/images/0/09/Bpmwaitforchangetype.png]]|
@@ Line 80: / Line 73: @@
 {{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
 {{bullet1|Action Focus|Sets the Action Item on a request that will be in focus when using this suspend node.}}
-{{bullet1|Expire Period|Set a date and time for which this operation will expire.  When this date and time is reached, the BPM will automatically continue.  An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.  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 placed after this operation to determine how the expired operation will be managed.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                               WAIT FOR REQUEST SCHEDULE                                                    * -->
-<!-- ****************************************************************************************************************************** -->
 {{BPMAutomation|waitForRequestSchedule|Wait For Request Schedule|
 [[File:bpmwaitforrequestschedule.png|thumb|link=https://wiki.hornbill.com/images/b/b3/Bpmwaitforrequestschedule.png]]|
@@ Line 90: / Line 85: @@
 {{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
 {{bullet1|Action Focus|Sets the Action Item on a request that will be in focus when using this suspend node.}}
-{{bullet1|Expire Period|Set a date and time for which this operation will expire.  When this date and time is reached, the BPM will automatically continue.  An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.  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 placed after this operation to determine how the expired operation will be managed.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 }}
 === Update Request ===
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                               ADD TO CHANGE CALENDAR                                                       * -->
-<!-- ****************************************************************************************************************************** -->
 {{BPMAutomation|addToChangeCalendar|Add to Change Calendar|
 [[File:bpmaddtochangecalendar.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmaddtochangecalendar.png]]|
@@ Line 108: / Line 105: @@
 {{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                               REMOVE FROM CHANGE CALENDAR                                                  * -->
-<!-- ****************************************************************************************************************************** -->
 {{BPMAutomation|removeFromChangeCalendar|Remove from Change Calendar|
 [[File:bpmremovefromchangecalendar.png|thumb|link=https://wiki.hornbill.com/images/8/82/Bpmremovefromchangecalendar.png]]|
@@ Line 117: / Line 112: @@
 {{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                   UPDATE CHANGE TYPE                                                       * -->
-<!-- ****************************************************************************************************************************** -->
 {{BPMAutomation|changeType|Change Type|
 [[File:bpmchangetype.png|thumb|link=https://wiki.hornbill.com/images/1/1c/Bpmchangetype.png]]|
@@ Line 128: / Line 121: @@
 }}
-<!-- ****************************************************************************************************************************** -->
+== Known Errors ==
-<!-- *                                                                                                                            * -->
-<!-- *                                                    Problem Records                                                         * -->
-<!-- *                                                                                                                            * -->
-<!-- ****************************************************************************************************************************** -->
-==Problem Records==
+Use these nodes at any stage in a process to automate Known Error specific actions.
-Use these nodes at any stage in a process to automate Problem Record specific actions.
+=== Get Information===
-=== Suspend ===
-<!-- ****************************************************************************************************************************** -->
+{{BPMAutomation|Known_Error_Details|Known Error Details|
-<!-- *                                                   Wait for Problem Workaround                                              * -->
+[[File:bpmknownerrordetails.png|thumb|link=https://wiki.hornbill.com/images/c/ca/Bpmknownerrordetails.png]]|
-<!-- ****************************************************************************************************************************** -->
+Use this node to get the Accepted Solution, Root Cause, and the Workaround from a known error record.|
-{{BPMAutomation|waitForProblemWorkaround|Wait for Workaround|
-[[File:bpmwaitforproblemworkaround.png|thumb|link=https://wiki.hornbill.com/images/3/3b/Bpmwaitforproblemworkaround.png]]|
-Use this node to suspend the BPM Workflow and wait for a workaround to be added to the Problem Record.|
 {{bullet1|RequestID|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
-{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus while the process is suspended}}
-{{bullet1|Expire Period|Set a date and time for which this operation will expire.  When this date and time is reached, the BPM will automatically continue.  An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}
 }}
-<!-- ****************************************************************************************************************************** -->
+=== Update Known Error ===
-<!-- *                                                                                                                            * -->
-<!-- *                                                    Release Records                                                         * -->
-<!-- *                                                                                                                            * -->
-<!-- ****************************************************************************************************************************** -->
-==Releases==
+{{BPMAutomation|Update_Known_Error_Details|Update Known Error Details|
-Use this node at any stage in a process to automate Release specific actions.
+[[File:bpmupdateknownerror.png|thumb|link=https://wiki.hornbill.com/images/6/6d/Bpmupdateknownerror.png]]|
-=== Suspend ===
+Use this node to update the workaround and root cause on a Known Error record.|
-<!-- ****************************************************************************************************************************** -->
+{{bullet1|RequestID|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
-<!-- *                                                   Wait for Release Type                                                    * -->
+{{bullet1|Root Cause|Use this option to set the Root Cause of the known error record}}
-<!-- ****************************************************************************************************************************** -->
+{{bullet1|Workaround|Use this optino to set the Workaround for the known error record}}
-{{BPMAutomation|waitForReleaseType|Wait for Release Type|
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
-[[File:bpmwaitforreleasetype.png|thumb|link=https://wiki.hornbill.com/images/0/0b/Bpmwaitforreleasetype.png]]|
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
-Use this Hornbill Automation to suspend the Business Process until a Release Type has been set on the Release record|
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
-{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
-{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus when using this suspend node.}}
-{{bullet1|Expire Period|Set a date and time for which this operation will expire.  When this date and time is reached, the BPM will automatically continue.  An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                   Wait for Request Schedule                                                * -->
-<!-- ****************************************************************************************************************************** -->
-{{BPMAutomation|waitforrelaseschedule|Wait for Request Schedule|
+==Problem Records==
-[[File:bpmwaitforreleaseschedule.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Bpmwaitforreleaseschedule.png]]|
+Use these nodes at any stage in a process to automate Problem Record specific actions.
-Use this node to pause the process and await the scheduling of the Release in the Change Calendar|
+=== Get Information ===
-{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
-{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus when using this suspend node.}}
+{{BPMAutomation|Problem_Details|Problem Details|
-{{bullet1|Expire Period|Set a date and time for which this operation will expire.  When this date and time is reached, the BPM will automatically continue.  An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}
+[[File:bpmproblemdetails.png|thumb|link=https://wiki.hornbill.com/images/c/cc/Bpmproblemdetails.png]]|
+Use this node to get the Accepted Solution, Root Cause, and the Workaround from a problem record.|
+{{bullet1|RequestID|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
 }}
-=== Update Request ===
+=== Suspend ===
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                   Add to Change Calendar                                                   * -->
+{{BPMAutomation|waitForProblemWorkaround|Wait for Workaround|
-<!-- ****************************************************************************************************************************** -->
+[[File:bpmwaitforproblemworkaround.png|thumb|link=https://wiki.hornbill.com/images/3/3b/Bpmwaitforproblemworkaround.png]]|
-{{BPMAutomation|addreleasetocalendar|Add to Change Calendar|
+Use this node to suspend the BPM Workflow and wait for a workaround to be added to the Problem Record.|
-[[File:bpmaddreleasetocalendar.png|thumb|link=https://wiki.hornbill.com/images/1/1a/Bpmaddreleasetocalendar.png]]|
+{{bullet1|RequestID|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
-Use this node to automatically add the Release to the Change Calendar|
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus while the process is suspended}}
-{{bullet1|Request ID|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.  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 placed after this operation to determine how the expired operation will be managed.}}
-{{bullet1|Start Time From Now|Set the ''Start Time'' for this change based on years, months, days, hours, or minutes from when this node is reached in the workflow}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
-{{bullet1|End Time From Now|Set the ''End Time'' for this change based on years, months, days, hours, or minutes from when this node is reached in the workflow}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
-{{bullet1|Start Time (From Variable)|Set the ''Start Time'' for this change from a BPM Variable}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
-{{bullet1|End Time (From Variable)|Set the ''End Time'' for this change from a BPM Variable}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
-{{bullet1|Enforce Freeze Periods|Set this to ensure that the Start or End Dates are not set within a Change Freeze Period}}
-{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                  Remove From Change Calendar                                               * -->
+=== Update Problem ===
-<!-- ****************************************************************************************************************************** -->
-{{BPMAutomation|removeReleaseFromCalendar|Remove from Change Calendar|
+{{BPMAutomation|Update_Problem_Details|Problem Details|
-[[File:bpmremovereleasefromcalendar.png|thumb|link=https://wiki.hornbill.com/images/e/ec/Bpmremovereleasefromcalendar.png]]|
+[[File:bpmproblemdetails.png|thumb|link=]]|
-Use this node to automatically remove the Release from the Change Calendar|
+Use this node to update the workaround and root cause on a Problem Record.|
-{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
+{{bullet1|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}}
-{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
+{{bullet1|Root Cause|Use this option to set the Root Cause of the problem record}}
-}}
+{{bullet1|Workaround|Use this optino to set the Workaround for the problem record}}
-<!-- ****************************************************************************************************************************** -->
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
-<!-- *                                                   Update Release Type                                                      * -->
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
-<!-- ****************************************************************************************************************************** -->
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
-{{BPMAutomation|updateReleaseType|Release Type |
-[[File:bpmupdatereleasetype.png|thumb|link=https://wiki.hornbill.com/images/4/47/Bpmupdatereleasetype.png]]|
-Use this node to update the Release Type|
-{{bullet1|Request ID|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
-{{bullet1|Release Type|Select from the pick list which type of Release will be set on this release}}
-{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                                                                                            * -->
-<!-- *                                                    Request Connections                                                     * -->
-<!-- *                                                                                                                            * -->
-<!-- ****************************************************************************************************************************** -->
-==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.
+==Releases==
-<!-- ****************************************************************************************************************************** -->
+Use this node at any stage in a process to automate Release specific actions.
-<!-- *                                                   Add Connection                                                            * -->
+=== Suspend ===
-<!-- ******************************************************************************************************************************* -->
-{{BPMAutomation|AddConnection|Add Connection|
+{{BPMAutomation|waitForReleaseType|Wait for Release Type|
-[[File:bpmaddconnection.png|thumb|link=https://wiki.hornbill.com/images/a/ae/Bpmaddconnection.png]]|
+[[File:bpmwaitforreleasetype.png|thumb|link=https://wiki.hornbill.com/images/0/0b/Bpmwaitforreleasetype.png]]|
-Use this node to add a connection to a request|
+Use this Hornbill Automation to suspend the Business Process until a Release Type has been set on the Release record|
-{{bullet1|Request ID|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
-{{bullet1|Connection Type|By Default this will include interested and Impacted but will also show any custom Connection Types which have been defined in the Simple Lists, and '''requestConnectionType''' option.  Use this option to define what relationship the Connection will have to the request.}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus when using this suspend node.}}
-{{bullet1|Co-worker|Choose which internal user will be added as a connection to the request}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.  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 placed after this operation to determine how the expired operation will be managed.}}
-{{bullet1|Contact|Choose which external user will be added to a connection to the request}}
-{{bullet1|Co-worker(From Variable)|Use the user id (h_user_id) from the h_sys_accounts table, or from the variable picker and picking the value returned from the user picker in a progressive capture custom form. Be sure to use the ''Raw'' value from the progressive capture outcome and not the ''Display Name''}}
-{{bullet1|Contact(From Variable)|Use the contact id (h_pk_id) from the h_sys_contacts table or or from the variable picker and picking the value returned from the user picker in a progressive capture custom form. Be sure to use the ''Raw'' value from the progressive capture outcome and not the ''Display Name''}}
-{{bullet1|Update Timeline|Include a Timeline update on the request when this node has completed}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                   Email Connections                                                        * -->
+{{BPMAutomation|waitforrelaseschedule|Wait for Request Schedule|
-<!-- ****************************************************************************************************************************** -->
+[[File:bpmwaitforreleaseschedule.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Bpmwaitforreleaseschedule.png]]|
-{{BPMAutomation|EmailConnections|Email Connections|
+Use this node to pause the process and await the scheduling of the Release in the Change Calendar|
-[[File:bpmemailconnections.png|thumb|link=https://wiki.hornbill.com/images/3/3c/Bpmemailconnections.png]]|
+{{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}}
-Use this node to email connections of the request|
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus when using this suspend node.}}
-{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.  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 placed after this operation to determine how the expired operation will be managed.}}
-{{bullet1|Mailbox Name|Specify the mailbox from which the email will be sent}}
-{{bullet1|Email Template Entity|This option can be set with the Entity name (e.g. Requests, ChangeRequests) that the supplied Email Template belongs to. The Entity name can be found in ''Templates'' Tile within the Hornbill Admin Tool. If not supplied, this option will be set to "Requests"}}
-{{bullet1|Email Template|Specify the email template which will be sent}}
-{{bullet1|Recipients|Specify if the email should be sent to '''All''' users, '''Internal''' users only, or '''External''' users only of the following '''Connection Type'''}}
-{{bullet1|Connection Type|Specify which connection types should receive the email notification}}
-{{bullet1|Update Timeline|Include a Timeline update on the request when this node has completed}}
-}}
-<!-- ******************************************************************************************************************************* -->
-<!-- *                                                Remove All Connections                                                       * -->
-<!-- ******************************************************************************************************************************* -->
-{{BPMAutomation|RemoveAllConnections|Remove All Connections|
-[[File:bpmremoveallconnections.png|thumb|link=https://wiki.hornbill.com/images/9/9d/Bpmremoveallconnections.png]]|
-Use this node to remove connections from the request|
-{{bullet1|Request Id|The request id of the request the connection(s) are being removed from. This should be set to Auto}}
-{{bullet1|Recipients|Controls which request connections are removed. Set to ''Auto'' to remove all connections or filter by Connection Type}}
-{{bullet1|Connection Type|Specify which connection types should be removed from the request}}
-{{bullet1|Update Timeline|Include a Timeline update on the request when this node has completed}}
-}}
-<!-- ******************************************************************************************************************************* -->
-<!-- *                                                   Remove Connection                                                         * -->
-<!-- ******************************************************************************************************************************* -->
-{{BPMAutomation|RemoveConnection|Remove Connection|
-[[File:bpmremoveconnection.png|thumb|link=https://wiki.hornbill.com/images/5/55/Bpmremoveconnection.png]]|
-Use this node to remove specific connections from the request.|
-{{bullet1|Request Id|The Request Id of the request the connection(s) are being removed from. This should be set to Auto}}
-{{bullet1|CoWorker|Choose which internal user will be removed from the request }}
-{{bullet1|Contact|Choose which external user will be removed from the request}}
-{{bullet1|Update Timeline|Include a Timeline update on the request when this node has completed}}
 }}
-<!-- ****************************************************************************************************************************** -->
+=== Update Request ===
-<!-- *                                                                                                                            * -->
-<!-- *                                                    Request Members                                                         * -->
-<!-- *                                                                                                                            * -->
-<!-- ****************************************************************************************************************************** -->
-==Request Members==
+{{BPMAutomation|addreleasetocalendar|Add to Change Calendar|
+[[File:bpmaddreleasetocalendar.png|thumb|link=https://wiki.hornbill.com/images/1/1a/Bpmaddreleasetocalendar.png]]|
+Use this node to automatically add the Release to the Change Calendar|
+{{bullet1|Request ID|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
+{{bullet1|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}}
+{{bullet1|End Time From Now|Set the ''End Time'' for this change based on years, months, days, hours, or minutes from when this node is reached in the workflow}}
+{{bullet1|Start Time (From Variable)|Set the ''Start Time'' for this change from a BPM Variable}}
+{{bullet1|End Time (From Variable)|Set the ''End Time'' for this change from a BPM Variable}}
+{{bullet1|Enforce Freeze Periods|Set this to ensure that the Start or End Dates are not set within a Change Freeze Period}}
+{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
+}}
-Use the Request Members node at any stage in a process to automatically add or remove another analyst or subject matter expert into a Request. Members can be added even if they do not have the rights to view the request type, nor the requests which belong to the team against which the request belongs. The added Member's rights will be elevated just for the specific Request. Members can be notified about being added via Hornbill Notifications, and or email depending on the following Service Manager system setting: '''guest.app.requests.notification.notificationType.members'''
+{{BPMAutomation|removeReleaseFromCalendar|Remove from Change Calendar|
-<!-- ******************************************************************************************************************************* -->
+[[File:bpmremovereleasefromcalendar.png|thumb|link=https://wiki.hornbill.com/images/e/ec/Bpmremovereleasefromcalendar.png]]|
-<!-- *                                                   Add Request Member                                                        * -->
+Use this node to automatically remove the Release from the Change Calendar|
-<!-- ******************************************************************************************************************************* -->
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
-{{BPMAutomation|AddRequestMember|Add Request Member|
+{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
-[[File:bpmaddrequestmember.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Bpmaddrequestmember.png]]|
-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.|
-{{bullet1|Request Id|The Request Id of the request the connection(s) are being removed from. This should be set to Auto}}
-{{bullet1|Member|This option can contain the Co-worker to be added as a Request member. If supplied, "Member (From Variable)" option will be ignored.}}
-{{bullet1|Member (From Variable)|This option can contain the Co-worker to be added as a Request member. If supplied, "Member (From Variable)" option will be ignored}}
 }}
-<!-- ******************************************************************************************************************************* -->
-<!-- *                                                Remove Request Member                                                        * -->
+{{BPMAutomation|updateReleaseType|Release Type |
-<!-- ******************************************************************************************************************************* -->
+[[File:bpmupdatereleasetype.png|thumb|link=https://wiki.hornbill.com/images/4/47/Bpmupdatereleasetype.png]]|
-{{BPMAutomation|RemoveRequestMember|Remove Request Member|
+Use this node to update the Release Type|
-[[File:bpmaremoverequestmember.png|thumb|link=https://wiki.hornbill.com/images/3/3c/Bpmaremoverequestmember.png]]|
+{{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}}
-Use this option to remove members from a request.|
+{{bullet1|Release Type|Select from the pick list which type of Release will be set on this release}}
-{{bullet1|Request Id|The Request Id of the request the connection(s) are being removed from. This should be set to Auto}}
+{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
-{{bullet1|Member|This option can contain the Co-worker to be removed from the Request members. If supplied, "Member (From Variable)" option will be ignored}}
-{{bullet1|Member (From Variable)|This option can contain the Id of a Co-worker (h_user_id in h_sys_accounts table). This option should only be supplied if "Member" option is not set}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                                                                                            * -->
-<!-- *                                                          Requests                                                          * -->
-<!-- *                                                                                                                            * -->
-<!-- ****************************************************************************************************************************** -->
-==Requests==
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                                                                                            * -->
-<!-- *                                                       Access Control                                                       * -->
-<!-- *                                                                                                                            * -->
-<!-- ****************************************************************************************************************************** -->
-==== Access Control ====
+==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.
-Use the Access Control to lock or unlock the Details section or the Actions on a request.  Only users with the appropriate application right (update locked requests) will be able to modify the details or use an Action once locked. This right has been added to the following roles: Incident Management Full Access, Change Management Full Access, Problem Management Full Access, Release Management Full Access, Service Request Full Access, and Service Desk Admin.
+{{BPMAutomation|AddConnection|Add Connection|
-<!-- ******************************************************************************************************************************* -->
+[[File:bpmaddconnection.png|thumb|link=https://wiki.hornbill.com/images/a/ae/Bpmaddconnection.png]]|
-<!-- *                                                Lock / Unlock Request Actions                                                * -->
+Use this node to add a connection to a request|
-<!-- ******************************************************************************************************************************* -->
+{{bullet1|Request ID|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
-{{BPMAutomation|LockRequestActions|Lock / Unlock Request Actions|
+{{bullet1|Connection Type|By Default this will include interested and Impacted but will also show any custom Connection Types which have been defined in the Simple Lists, and '''requestConnectionType''' option.  Use this option to define what relationship the Connection will have to the request.}}
-[[File:bpmlockrequestactions.png|thumb|link=https://wiki.hornbill.com/images/3/3a/Bpmlockrequestactions.png]]|
+{{bullet1|Co-worker|Choose which internal user will be added as a connection to the request}}
-Locks or Unlocks the selected Actions on on a request.  This includes sections that are associated to the actions|
+{{bullet1|Contact|Choose which external user will be added to a connection to the request}}
-{{bullet1|Lock Update|Prevents the manual adding of an update to the Timeline}}
+{{bullet1|Co-worker(From Variable)|Use the user id (h_user_id) from the h_sys_accounts table, or from the variable picker and picking the value returned from the user picker in a progressive capture custom form. Be sure to use the ''Raw'' value from the progressive capture outcome and not the ''Display Name''}}
-{{bullet1|Lock Callback|Prevents the use of the Phone action}}
+{{bullet1|Contact(From Variable)|Use the contact id (h_pk_id) from the h_sys_contacts table or or from the variable picker and picking the value returned from the user picker in a progressive capture custom form. Be sure to use the ''Raw'' value from the progressive capture outcome and not the ''Display Name''}}
-{{bullet1|Lock Attach|Prevents the use of the Attach Action and the Attachments section of the request}}
+{{bullet1|Update Timeline|Include a Timeline update on the request when this node has completed}}
-{{bullet1|Lock Link|Prevents the linking of requests to this request and stops the removal of linked requests in the requests section}}
-{{bullet1|Lock Linked Services|Prevents the linking of Services to this request and stops the removal of linked Services in the requests section}}
-{{bullet1|Lock Email|Prevents the sending of email}}
-{{bullet1|Lock Change Customer|Prevents the changing of the customer}}
-{{bullet1|Lock Assign|Prevents the request from being manually assigned or re-assigned}}
-{{bullet1|Lock Connections|Prevents further Connections from being added the removal of existing connections in the Connections section}}
-{{bullet1|Lock Escalate|Prevents the manual changing of the Priority}}
-{{bullet1|Lock Asset|Prevents the adding or removing of an asset}}
-{{bullet1|Lock Workaround|Prevents the accepting of a workaround being added on a Known Error}}
-{{bullet1|Lock Publish|Prevents the publishing of a Problem or Known Error record to the Self Service Portal}}
-{{bullet1|Lock Board|Prevents the request from being added to a board}}
-{{bullet1|Lock Schedule|Prevents the scheduling of a Change Request}}
-{{bullet1|Lock Solution|Prevents the ability to accept a solution provided to an Incident from a Problem or Known Error}}
-{{bullet1|Lock Resolve|Prevents a request from manually being resolved}}
-{{bullet1|Lock Cancel|Prevents a request from being cancelled}}
-{{bullet1|System Timeline Update|Use the provide System Timeline Update to show that a lock or unlock has taken place}}
-{{bullet1|Manual Timeline Update|Provide a custom Timeline Update message when a lock or unlock has taken place}}
 }}
-<!-- ******************************************************************************************************************************* -->
-<!-- *                                                    Lock Request Details                                                     * -->
+{{BPMAutomation|EmailConnections|Email Connections|
-<!-- ******************************************************************************************************************************* -->
+[[File:bpmemailconnections.png|thumb|link=https://wiki.hornbill.com/images/3/3c/Bpmemailconnections.png]]|
-{{BPMAutomation|LockRequestDetails|Lock Request Details|
+Use this node to email connections of the request|
-[[File:bpmlockrequestdetails.png|thumb|link=https://wiki.hornbill.com/images/5/59/Bpmlockrequestdetails.png]]|
+{{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}}
-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.|
+{{bullet1|Mailbox Name|Specify the mailbox from which the email will be sent}}
-{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Email Template Entity|This option can be set with the Entity name (e.g. Requests, ChangeRequests) that the supplied Email Template belongs to. The Entity name can be found in ''Templates'' Tile within the Hornbill Admin Tool. If not supplied, this option will be set to "Requests"}}
-{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|Email Template|Specify the email template which will be sent}}
-{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
+{{bullet1|Recipients|Specify if the email should be sent to '''All''' users, '''Internal''' users only, or '''External''' users only of the following '''Connection Type'''}}
+{{bullet1|Connection Type|Specify which connection types should receive the email notification}}
+{{bullet1|Update Timeline|Include a Timeline update on the request when this node has completed}}
 }}
-<!-- ******************************************************************************************************************************* -->
-<!-- *                                                  Unlock Request Details                                                     * -->
+{{BPMAutomation|RemoveAllConnections|Remove All Connections|
-<!-- ******************************************************************************************************************************* -->
+[[File:bpmremoveallconnections.png|thumb|link=https://wiki.hornbill.com/images/9/9d/Bpmremoveallconnections.png]]|
-{{BPMAutomation|UnlockRequestDetails|Unlock Request Details|
+Use this node to remove connections from the request|
-[[File:bpmunlockrequestdetails.png|thumb|link=https://wiki.hornbill.com/images/7/7d/Bpmunlockrequestdetails.png]]|
+{{bullet1|Request Id|The request id of the request the connection(s) are being removed from. This should be set to Auto}}
-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.|
+{{bullet1|Recipients|Controls which request connections are removed. Set to ''Auto'' to remove all connections or filter by Connection Type}}
-{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Connection Type|Specify which connection types should be removed from the request}}
-{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|Update Timeline|Include a Timeline update on the request when this node has completed}}
-{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
 }}
-<!-- ****************************************************************************************************************************** -->
+{{BPMAutomation|RemoveConnection|Remove Connection|
-<!-- *                                                                                                                            * -->
+[[File:bpmremoveconnection.png|thumb|link=https://wiki.hornbill.com/images/5/55/Bpmremoveconnection.png]]|
-<!-- *                                                       Assessment                                                           * -->
+Use this node to remove specific connections from the request.|
-<!-- *                                                                                                                            * -->
+{{bullet1|Request Id|The Request Id of the request the connection(s) are being removed from. This should be set to Auto}}
-<!-- ****************************************************************************************************************************** -->
+{{bullet1|CoWorker|Choose which internal user will be removed from the request }}
-==== Assessment ====
+{{bullet1|Contact|Choose which external user will be removed from the request}}
-Use the Assessment node to initiate an Impact Assessment on a request
+{{bullet1|Update Timeline|Include a Timeline update on the request when this node has completed}}
-<!-- ******************************************************************************************************************************* -->
-<!-- *                                                   Impact  Assessment                                                        * -->
-<!-- ******************************************************************************************************************************* -->
-{{BPMAutomation|ImpactAssessment|Impact Assessment|
-[[File:bpmimpactassessment.png|thumb|link=https://wiki.hornbill.com/images/e/e1/Bpmimpactassessment.png]]|
-This Hornbill Automation will present an Impact Assessment option on the ''Escalate Action'' of a request.  When selected a user will be taken through a number of defined questions, and determined by their responses, an impact level will be automatically applied to the request.|
-{{bullet1|Assessment|The name of the assessment that you wish to run on the request}}
-{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
-{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
-{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                                                                                            * -->
-<!-- *                                                       Assignment                                                           * -->
+==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. 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'''
-====Assignment====
-Use the Assignment node to automatically assign a request to different Service Manager users or teams.
+{{BPMAutomation|AddRequestMember|Add Request Member|
-<!-- ******************************************************************************************************************************* -->
+[[File:bpmaddrequestmember.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Bpmaddrequestmember.png]]|
-<!-- *                                                   Assign to Service Team                                                    * -->
+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.|
-<!-- ******************************************************************************************************************************* -->
+{{bullet1|Request Id|The Request Id of the request the connection(s) are being removed from. This should be set to Auto}}
-{{BPMAutomation|AssignToServiceTeam|Assign to Service Team|
+{{bullet1|Member|This option can contain the Co-worker to be added as a Request member. If supplied, "Member (From Variable)" option will be ignored.}}
-[[File:bpmassigntoserviceteam.png|thumb|link=https://wiki.hornbill.com/images/6/6e/Bpmassigntoserviceteam.png]]|
+{{bullet1|Member (From Variable)|This option can contain the Co-worker to be added as a Request member. If supplied, "Member (From Variable)" option will be ignored}}
-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.|
+}}
-{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
-{{bullet1|Use Request Service|Choose whether or not to use the service of the request. The default is No. If this parameter is set to Yes, it will override any other service specified as an input parameter}}
+{{BPMAutomation|RemoveRequestMember|Remove Request Member|
-{{bullet1|Service|The Service ID of the service which is supported by the team to be assigned to the request}}
+[[File:bpmaremoverequestmember.png|thumb|link=https://wiki.hornbill.com/images/3/3c/Bpmaremoverequestmember.png]]|
-{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+Use this option to remove members from a request.|
-{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|Request Id|The Request Id of the request the connection(s) are being removed from. This should be set to Auto}}
-{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
+{{bullet1|Member|This option can contain the Co-worker to be removed from the Request members. If supplied, "Member (From Variable)" option will be ignored}}
+{{bullet1|Member (From Variable)|This option can contain the Id of a Co-worker (h_user_id in h_sys_accounts table). This option should only be supplied if "Member" option is not set}}
 }}
-<!-- ***************************************************************************************************************************** -->
-<!-- *                                                  Assign to Team                                                           * -->
-<!-- ***************************************************************************************************************************** -->
-{{BPMAutomation|AssignToTeam|Assign to Team|
+== Request Notices ==
-[[File:bpmassigntoteam.png|thumb|link=link=https://wiki.hornbill.com/images/8/8a/Bpmassigntoteam.png|Assign to Team]]|
-Use this option to assign the request to a specified team.  |
+Use this Hornbill Automation to add or remove a notice which is displayed at the top of the request.
-{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
-{{bullet1|Team|Select a team from the list of available teams that have been defined under the Organizational Data in Administration}}
+{{BPMAutomation|Add_Notice|Add Notice|
-{{bullet1|Team (From Variable)|Assign to a Team based on a variable that has been populated using Progressive Capture or through the Get Information nodes}}
+[[File:bpmaddrequestnotice.png|thumb|link=https://wiki.hornbill.com/images/6/6f/Bpmaddrequestnotice.png]]|
+Use this Hornbill Automation to add a notice to the top of the request|
+{{bullet1|Request ID|The Request Id of the request the connection(s) are being removed from. This should be set to Auto}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 {{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
 {{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
-{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
+{{bullet1|Timeline Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
+}}
+{{BPMAutomation|Remove_Notice|Remove Notice|
+[[File:bpmremoverequestnotice.png|thumb|link=https://wiki.hornbill.com/images/6/6d/Bpmremoverequestnotice.png]]|
+Use this Hornbill Automation to remove one or all notices on a request|
+{{bullet1|Request ID|The Request Id of the request the connection(s) are being removed from. This should be set to Auto}}
+{{bullet1|Notice ID|The ID of the notice that needs removing. This can be taken as a variable from the output of the Hornbill Automation that created the notice}}
+{{bullet1|Notice Type|This will remove notices of the selected type.  Information or Alert}}
+{{bullet1|Notice Text Contains|Remove any notice that contains this text}}
+{{bullet1|Notice Source|Remove notices based on the source.  Either BPM Workflow or Manually added notices.}}
+{{bullet1|Notice Visibility|Remove notices that are set to a particular Visibility.  Portals, Service Desk, or Both}}
 }}
-<!-- ******************************************************************************************************************************* -->
-<!-- *                                                      Assign to Owner                                                        * -->
-<!-- ******************************************************************************************************************************* -->
-{{BPMAutomation|AssignToOwner|Assign to Owner|
+==Requests==
-[[File:bpmassigntoowner.png|thumb|link=https://wiki.hornbill.com/images/e/e9/Bpmassigntoowner.png]]|
-Use this option to assign the request to a specific Service Manager analyst.|
-{{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''.}}
+==== Access Control ====
-{{bullet1|Team|The Team ID to be applied to the request}}
-{{bullet1|Owner|The user ID to be applied to the request}}
+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.
-{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
-{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{BPMAutomation|LockRequestActions|Lock / Unlock Request Actions|
-{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
+[[File:bpmlockrequestactions.png|thumb|link=https://wiki.hornbill.com/images/3/3a/Bpmlockrequestactions.png]]|
-}}
+Locks or Unlocks the selected Actions on on a request.  This includes sections that are associated to the actions|
-<!-- ******************************************************************************************************************************* -->
+{{bullet1|Lock Update|Prevents the manual adding of an update to the Timeline}}
-<!-- *                                                   Assign to Owner (Variable)                                                * -->
+{{bullet1|Lock Callback|Prevents the use of the Phone action}}
-<!-- ******************************************************************************************************************************* -->
+{{bullet1|Lock Attach|Prevents the use of the Attach Action and the Attachments section of the request}}
-{{BPMAutomation|AssignTOwnerVariable|Assign to Owner (Variable)|
+{{bullet1|Lock Link|Prevents the linking of requests to this request and stops the removal of linked requests in the requests section}}
-[[File:bpmassigntoownervariable.png|thumb|link=https://wiki.hornbill.com/images/e/e9/Bpmassigntoowner.png]]|
+{{bullet1|Lock Linked Services|Prevents the linking of Services to this request and stops the removal of linked Services in the requests section}}
-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|
+{{bullet1|Lock Email|Prevents the sending of email}}
-{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
+{{bullet1|Lock Change Customer|Prevents the changing of the customer}}
-{{bullet1|Team|Select a team from the list of available teams that have been defined under the Organizational Data in Administration. If no team specified and if the designated owner is a member of multiple teams, the team that gets assigned will be the first team in a list of owner teams ordered by team name.}}
+{{bullet1|Lock Assign|Prevents the request from being manually assigned or re-assigned}}
-{{bullet1|Owner|Assign to an analyst based on a variable that has been populated using Progressive Capture or through the Get Information nodes}}
+{{bullet1|Lock Connections|Prevents further Connections from being added the removal of existing connections in the Connections section}}
+{{bullet1|Lock Escalate|Prevents the manual changing of the Priority}}
+{{bullet1|Lock Asset|Prevents the adding or removing of an asset}}
+{{bullet1|Lock Workaround|Prevents the accepting of a workaround being added on a Known Error}}
+{{bullet1|Lock Publish|Prevents the publishing of a Problem or Known Error record to the Self Service Portal}}
+{{bullet1|Lock Board|Prevents the request from being added to a board}}
+{{bullet1|Lock Schedule|Prevents the scheduling of a Change Request}}
+{{bullet1|Lock Solution|Prevents the ability to accept a solution provided to an Incident from a Problem or Known Error}}
+{{bullet1|Lock Resolve|Prevents a request from manually being resolved}}
+{{bullet1|Lock Cancel|Prevents a request from being cancelled}}
+{{bullet1|System Timeline Update|Use the provide System Timeline Update to show that a lock or unlock has taken place}}
+{{bullet1|Manual Timeline Update|Provide a custom Timeline Update message when a lock or unlock has taken place}}
+}}
+{{BPMAutomation|LockRequestDetails|Lock Request Details|
+[[File:bpmlockrequestdetails.png|thumb|link=https://wiki.hornbill.com/images/5/59/Bpmlockrequestdetails.png]]|
+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.|
 {{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
 {{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
-{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
 }}
-<!-- ******************************************************************************************************************************* -->
-<!-- *                                                   Assign to Request Creator                                                 * -->
+{{BPMAutomation|UnlockRequestDetails|Unlock Request Details|
-<!-- ******************************************************************************************************************************* -->
+[[File:bpmunlockrequestdetails.png|thumb|link=https://wiki.hornbill.com/images/7/7d/Bpmunlockrequestdetails.png]]|
-{{BPMAutomation|AssignToRequestCreator|Assign to Request Creator|
+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.|
-[[File:bpmassigntorequestcreator.png|thumb|link=https://wiki.hornbill.com/images/7/7c/Bpmassigntorequestcreator.png]]|
-Use this option to automatically assign the request to the Service Manager analyst who created / raised the request via Progressive Capture|
-{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''.}}
-{{bullet1|Team|The Team ID to be applied to the request}}
 {{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
 {{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
-{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                 Assign to Most Available                                                   * -->
-<!-- ****************************************************************************************************************************** -->
-{{BPMAutomation|AssignToMostAvailableAnalyst|Assign to Most Available Analyst|
-[[File:bpmassigntomostavailable.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Bpmassigntomostavailable.png]]|
-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|
-{{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''.}}
+==== Assessment ====
-{{bullet1|Team|Select the team that you would like to participate in the Round Robin Assignment.  This is a mandatory setting and must be set to Manual and have a team assigned.}}
+Use the Assessment node to initiate an Impact Assessment on a request
-{{bullet1|Include Offline Users|This takes into account if the user is logged into Hornbill and have an active session. The default behavior (Auto) is to include offline users.  Set this option to ''No'' if you don't want requests assigned to users that are not online. If all the team members are off-line, the request will be assigned to just the team.}}
-{{bullet1|Exclude On-hold Requests|If set to "Yes", then a user who's assigned to on-hold Requests will be considered as available when calculating the team's availability. The default value is "No"}}
+{{BPMAutomation|ImpactAssessment|Impact Assessment|
+[[File:bpmimpactassessment.png|thumb|link=https://wiki.hornbill.com/images/e/e1/Bpmimpactassessment.png]]|
+This Hornbill Automation will present an Impact Assessment option on the ''Escalate Action'' of a request.  When selected a user will be taken through a number of defined questions, and determined by their responses, an impact level will be automatically applied to the request.|
+{{bullet1|Assessment|The name of the assessment that you wish to run on the request}}
 {{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
 {{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
 {{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                Assign on Round Robin Basis                                                 * -->
+====Assets====
-<!-- ****************************************************************************************************************************** -->
+Use these Hornbill Automations for managing assets that are associated to the request
-{{BPMAutomation|RoundRobin|Assign on Round Robin Basis|
-[[File:bpmroundrobin.png|thumb|link=https://wiki.hornbill.com/images/4/41/Bpmroundrobin.png|Round Robin BPM Operation]]|
+{{BPMAutomation|Add_All_Owned_by_Customer|Add All Owned by Customer|
-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.|
+[[File:Add_All_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/1/16/Add_All_Owned_by_Customer.png]]|
+Add all assets that are owned by the customer to the request|
 {{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
-{{bullet1|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}}
+{{bullet1|System Timeline Update|Indicates whether or not a system update is made to the request timeline. Default is No. This option is superseded by the Manual Timeline Update.}}
-{{bullet1|Include Offline Users|This takes into account if the user is logged into Hornbill and have an active session. The default behavior (Auto) is to include offline users.  Set this option to ''No'' if you don't want requests assigned to users that are not online. In order for Round Robin to work effectively, users must become disciplined in logging off Hornbill via the User menu located to the top right. Simply closing the browser window does not end a users session.}}
+{{bullet1|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System Timeline Update.}}
-{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Timeline Visibility|The request timeline post visibility. If not specified, the application option value will be used.}}
-{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
-{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                                                                                            * -->
-<!-- *                                                       Authorization                                                        * -->
-<!-- *                                                                                                                            * -->
-<!-- ****************************************************************************************************************************** -->
-<!-- ****************************************************************************************************************************** -->
+{{BPMAutomation|Add_Generic_Assets_Owned_by_Customer|Add Generic Assets Owned by Customer|
-<!-- *                                                   Authorization Decision                                                   * -->
+[[File:Add_Generic_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/5/53/Add_Generic_Assets_Owned_by_Customer.png]]|
-<!-- ****************************************************************************************************************************** -->
+Add assets that are owned or used by the customer that belong to the General class of asset|
-==== Authorisation Decision ====
-Use the Authorisation Decision node to mark on a Change or Service Request form if an authorization decision has been made.
-{{BPMAutomation|Approved|Approved|
-[[File:bpmapproved.png|thumb|link=https://wiki.hornbill.com/images/5/56/Bpmapproved.png]]|
-Use this Authorisation Decision node to mark on a Change or Service Request as being approved. The status of ''Approved'' will be displayed in the Information panel on the request.|
 {{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
-{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Asset Type|The type of Generic assets to associate to the request.}}
-{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|System Timeline Update|Indicates whether or not a system update is made to the request timeline. Default is No. This option is superseded by the Manual Timeline Update.}}
-{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
+{{bullet1|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System Timeline Update.}}
+{{bullet1|Timeline Visibility|The request timeline post visibility. If not specified, the application option value will be used.}}
+{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}}
 }}
-{{BPMAutomation|Rejected|Rejected|
-[[File:bpmrejected.png|thumb|link=https://wiki.hornbill.com/images/d/d5/Bpmrejected.png]]|
+{{BPMAutomation|Add_Computer_System_Assets_Owned_by_Customer|Add Computer System Assets Owned by Customer|
-Use this Authorization Decision node to mark on a Change or Service Request as being rejected. The status of ''Rejected'' will be displayed in the Information panel on the request.|
+[[File:Add_Computer_System_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/1/1b/Add_Computer_System_Assets_Owned_by_Customer.png]]|
-{{bullet1|<Name of Option>|<Description of Option>}}
+Add assets that are owned or used by the customer that belong to the Computer System class of asset|
 {{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
-{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Asset Type|The type of Computer System assets to associate to the request.}}
-{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|System Timeline Update|Indicates whether or not a system update is made to the request timeline. Default is No. This option is superseded by the Manual Timeline Update.}}
-{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
+{{bullet1|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System Timeline Update.}}
+{{bullet1|Timeline Visibility|The request timeline post visibility. If not specified, the application option value will be used.}}
+{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}}
 }}
-<!-- ****************************************************************************************************************************** -->
+{{BPMAutomation|Add_Computer_Peripheral_Assets_Owned_by_Customer|Add Computer Peripheral Assets Owned by Customer|
-<!-- *                                                                                                                            * -->
+[[File:Add_Computer_Peripheral_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/0/07/Add_Computer_Peripheral_Assets_Owned_by_Customer.png]]|
-<!-- *                                                      Collaboration                                                         * -->
+Add assets that are owned or used by the customer that belong to the Computer Peripheral class of asset|
-<!-- *                                                                                                                            * -->
-<!-- ****************************************************************************************************************************** -->
-====Collaboration====
-Use the Collaboration node to post an automated update onto a public workspace at any stage in a process.  This will be visible to members of the specified workspace, on the timeline of the workspace and their News Feeds.
-<!-- ******************************************************************************************************************************* -->
-<!-- *                                         Comment on Existing Public Workspace Post                                             -->
-<!-- ******************************************************************************************************************************* -->
-{{BPMAutomation|CommentOnPost|Comment on Existing Public Workspace Post|
-[[File:bpmcommentonpost.png|thumb|link=https://wiki.hornbill.com/images/d/d3/Bpmcommentonpost.png]]|
-Use this node to automate the adding of a comment to an existing Post in a workspace. It will always look to add the comment to the most recent post from the request in the workspace. An example use case for this node, is to include the Comment Update after key milestones such as Logged, In progress, Resolved, Closed or Change Accepted, Scheduled, Implemented, Reviewed.  This will allow members of the workspace to stay informed about request progress without the need to monitor lists or queues. This node will only be applicable if the '''Post to Public Workspace''' Node has been used and a Post already exists from the request in a Workspace.|
 {{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
-{{bullet1|Workspace|The ID of the workspace where the comment will be posted}}
+{{bullet1|Asset Type|The type of Computer Peripheral assets to associate to the request.}}
-{{bullet1|Content|The content of the comment to be added to the post}}
+{{bullet1|System Timeline Update|Indicates whether or not a system update is made to the request timeline. Default is No. This option is superseded by the Manual Timeline Update.}}
-{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
+{{bullet1|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System Timeline Update.}}
+{{bullet1|Timeline Visibility|The request timeline post visibility. If not specified, the application option value will be used.}}
+{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}}
 }}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|Add_Mobile_Device_Assets_Owned_by_Customer|Add Mobile Device Assets Owned by Customer|
-* Comment on Request Source Post
+[[File:Add_Mobile_Device_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Add_Mobile_Device_Assets_Owned_by_Customer.png]]|
-<div class="mw-collapsible-content">
+Add assets that are owned or used by the customer that belong to the Mobile Device class of asset|
-: Use this option when the source of the request is from a post in order to post a comment back to this source post.
+{{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''}}
-::Requests > Collaboration > Comment on Request Source Post
+{{bullet1|Asset Type|The type of Mobile Device assets to associate to the request.}}
+{{bullet1|System Timeline Update|Indicates whether or not a system update is made to the request timeline. Default is No. This option is superseded by the Manual Timeline Update.}}
+{{bullet1|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System Timeline Update.}}
+{{bullet1|Timeline Visibility|The request timeline post visibility. If not specified, the application option value will be used.}}
+{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}}
+}}
-:* Specify the content to be included in the comment
+{{BPMAutomation|Add_Network_Device_Assets_Owned_by_Customer|Add Network Device Assets Owned by Customer|
-:* Specify if you would like the Request ID and Summary to be included in the comment
+[[File:Add_Network_Device_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/3/38/Add_Network_Device_Assets_Owned_by_Customer.png]]|
-:* Define if the timeline of the Request should be updated
+Add assets that are owned or used by the customer that belong to the Network Device class of asset|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+{{bullet1|Asset Type|The type of Network Device assets to associate to the request.}}
+{{bullet1|System Timeline Update|Indicates whether or not a system update is made to the request timeline. Default is No. This option is superseded by the Manual Timeline Update.}}
+{{bullet1|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System Timeline Update.}}
+{{bullet1|Timeline Visibility|The request timeline post visibility. If not specified, the application option value will be used.}}
+{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}}
+}}
-[[File:Comment_on_a_public_post.png|600px]]
+{{BPMAutomation|Add_Printer_Assets_Owned_by_Customer|Add Printer Assets Owned by Customer|
-</div>
+[[File:Add_Printer_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/8/8b/Add_Printer_Assets_Owned_by_Customer.png]]|
-</div>
+Add assets that are owned or used by the customer that belong to the Printer class of asset|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+{{bullet1|Asset Type|The type of Printer assets to associate to the request.}}
+{{bullet1|System Timeline Update|Indicates whether or not a system update is made to the request timeline. Default is No. This option is superseded by the Manual Timeline Update.}}
+{{bullet1|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System Timeline Update.}}
+{{bullet1|Timeline Visibility|The request timeline post visibility. If not specified, the application option value will be used.}}
+{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}}
+}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|Add_Software_Assets_Owned_by_Customer|Add Software Assets Owned by Customer|
-* Post to Public Workspace
+[[File:Add_Software_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/5/5a/Add_Software_Assets_Owned_by_Customer.png]]|
-<div class="mw-collapsible-content">
+Add assets that are owned or used by the customer that belong to the Software class of asset|
-::Requests > Collaboration > Post to Public Workspace
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+{{bullet1|Asset Type|The type of Software assets to associate to the request.}}
+{{bullet1|System Timeline Update|Indicates whether or not a system update is made to the request timeline. Default is No. This option is superseded by the Manual Timeline Update.}}
+{{bullet1|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System Timeline Update.}}
+{{bullet1|Timeline Visibility|The request timeline post visibility. If not specified, the application option value will be used.}}
+{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}}
+}}
-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.
+{{BPMAutomation|Add_Telecoms_Assets_Owned_by_Customer|Add Telecoms Assets Owned by Customer|
+[[File:Add_Telecoms_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/a/a9/Add_Telecoms_Assets_Owned_by_Customer.png]]|
+Add assets that are owned or used by the customer that belong to the Telecoms class of asset|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+{{bullet1|Asset Type|The type of Telecoms assets to associate to the request.}}
+{{bullet1|System Timeline Update|Indicates whether or not a system update is made to the request timeline. Default is No. This option is superseded by the Manual Timeline Update.}}
+{{bullet1|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System Timeline Update.}}
+{{bullet1|Timeline Visibility|The request timeline post visibility. If not specified, the application option value will be used.}}
+{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}}
+}}
-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.
+{{BPMAutomation|Create_Generic_Asset|Create Generic Asset|
+[[File:Create_Generic_Asset.png|thumb|link=https://wiki.hornbill.com/images/7/70/Create_Generic_Asset.png]]|
+Creates a new General asset within Asset Management and links the new asset to the request from which it was created.|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+{{bullet1|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
+{{bullet1|State|Update the state of the assets.  Options include active, current, and archived}}
+{{bullet1|Sub State|Update the sub state of the asset}}
+{{bullet1|Company|Update the company that the assets should be associated to}}
+{{bullet1|Name|Update the name of the assets}}
+{{bullet1|Notes|Upldate the notes for the assets}}
+{{bullet1|Owned By|Update the owner of the assets}}
+{{bullet1|Used By|Update who uses the assets}}
+{{bullet1|Department|Update the department that the asset is associated to}}
+{{bullet1|Description|Update the asset description}}
+{{bullet1|Booking|Update if the asset is available for booking}}
+{{bullet1|Purpose|Update the purpose of the assets}}
+{{bullet1|Last Audited Date|Update the last audit date for the assets}}
+{{bullet1|Location Type|Update the type of location where the asset is}}
+{{bullet1|Location|Update the Location of the assets}}
+{{bullet1|Country|Update the country where the asset is located}}
+{{bullet1|Building|Update the building where the asset is located}}
+{{bullet1|Room|Update the room where the asset is}}
+{{bullet1|Rack|Update the rack where the asset is located}}
+{{bullet1|U Height|Update the U height location in the rack}}
+{{bullet1|U Position|Update the U position of the asset in the rack}}
+{{bullet1|Site|Update the site where the asset is located}}
+{{bullet1|Floor|Update the Floor where the asset is located}}
+{{bullet1|Geo Location|Update the Geo-location where the asset is located}}
+{{bullet1|Static|Update if the asset is a static or not}}
+{{bullet1|Cost|Update the cost of the asset}}
+{{bullet1|Asset Tag|Update the Asset Tag}}
+{{bullet1|Order Number|Update the Order number}}
+{{bullet1|Invoice Number|Update the Invoice number}}
+{{bullet1|Maintenance Cost|Update how much the annual maintenance cost of the asset is}}
+{{bullet1|Maintenance Reference|Update the Reference to the maintenance contract}}
+{{bullet1|Supplier ID|Update the ID of the asset supplier}}
+{{bullet1|Supplier Contract|Update the name of the Supplier Contract associated to the asset}}
+{{bullet1|Product ID|Update the Product ID}}
+{{bullet1|Order Date|Update the Order date}}
+{{bullet1|Received Date|Upldate the receive date}}
+{{bullet1|Cost Center|Update the cost center}}
+{{bullet1|Acq. Method|Update the method of how the asset was acquired}}
+{{bullet1|Warranty Start|Update the start of the warranty date}}
+{{bullet1|Warranty Expires|Update the warranty expiry date}}
+{{bullet1|Supported By|Update who supports this asset}}
+{{bullet1|Maintenance Notice Period|Update the notice period for Maintenance contract renewal}}
+{{bullet1|Maintenance Termination Period|Update the termination period for the asset}}
+{{bullet1|Annual Maintenance Review Date|Update the annual maintenance review date}}
+{{bullet1|Scheduled Retired Date|Update the date that the asset set to retire on}}
+{{bullet1|Actual Retired Date|Update the date that the asset was retired on}}
+{{bullet1|Disposal Reason|Update why the asset was disposed of}}
+{{bullet1|Disposal Price|Update how much it cost to dispose of the asset}}
+{{bullet1|Disposal Code|Update the disposal code}}
+{{bullet1|Beneficiary|Update who the beneficiary of the asset is}}
+{{bullet1|Depreciation Method|Update the depreciation method}}
+{{bullet1|Depreciation Start Date|Update when the asset cost starts deprecating }}
+{{bullet1|Depreciation Value|Update the current depreciation value}}
+{{bullet1|Residual Value|Update the residual value}}
+}}
-:* Specify the name of the Workspace to post to
+{{BPMAutomation|Create_Computer_System_Asset|Create Computer System Asset|
-:* Define the content for the post
+[[File:Create_Computer_System_Asset.png|thumb|link=https://wiki.hornbill.com/images/c/c9/Create_Computer_System_Asset.png]]|
-:* Define if the request id will be included in the post
+Creates a new Computer System asset within Asset Management and links the new asset to the request from which it was created.|
-:* Define if the request Summary will be included in the post
+{{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''}}
-:* Define if the post to the Workspace will be appended to the timeline of the request
+{{bullet1|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
+{{bullet1|State|Update the state of the assets.  Options include active, current, and archived}}
+{{bullet1|Sub State|Update the sub state of the asset}}
+{{bullet1|Company|Update the company that the assets should be associated to}}
+{{bullet1|Name|Update the name of the assets}}
+{{bullet1|Notes|Upldate the notes for the assets}}
+{{bullet1|Owned By|Update the owner of the assets}}
+{{bullet1|Used By|Update who uses the assets}}
+{{bullet1|Department|Update the department that the asset is associated to}}
+{{bullet1|Description|Update the asset description}}
+{{bullet1|Booking|Update if the asset is available for booking}}
+{{bullet1|Purpose|Update the purpose of the assets}}
+{{bullet1|Last Audited Date|Update the last audit date for the assets}}
+{{bullet1|Location Type|Update the type of location where the asset is}}
+{{bullet1|Location|Update the Location of the assets}}
+{{bullet1|Country|Update the country where the asset is located}}
+{{bullet1|Building|Update the building where the asset is located}}
+{{bullet1|Room|Update the room where the asset is}}
+{{bullet1|Rack|Update the rack where the asset is located}}
+{{bullet1|U Height|Update the U height location in the rack}}
+{{bullet1|U Position|Update the U position of the asset in the rack}}
+{{bullet1|Site|Update the site where the asset is located}}
+{{bullet1|Floor|Update the Floor where the asset is located}}
+{{bullet1|Geo Location|Update the Geo-location where the asset is located}}
+{{bullet1|Static|Update if the asset is a static or not}}
+{{bullet1|Cost|Update the cost of the asset}}
+{{bullet1|Asset Tag|Update the Asset Tag}}
+{{bullet1|Order Number|Update the Order number}}
+{{bullet1|Invoice Number|Update the Invoice number}}
+{{bullet1|Maintenance Cost|Update how much the annual maintenance cost of the asset is}}
+{{bullet1|Maintenance Reference|Update the Reference to the maintenance contract}}
+{{bullet1|Supplier ID|Update the ID of the asset supplier}}
+{{bullet1|Supplier Contract|Update the name of the Supplier Contract associated to the asset}}
+{{bullet1|Product ID|Update the Product ID}}
+{{bullet1|Order Date|Update the Order date}}
+{{bullet1|Received Date|Upldate the receive date}}
+{{bullet1|Cost Center|Update the cost center}}
+{{bullet1|Acq. Method|Update the method of how the asset was acquired}}
+{{bullet1|Warranty Start|Update the start of the warranty date}}
+{{bullet1|Warranty Expires|Update the warranty expiry date}}
+{{bullet1|Supported By|Update who supports this asset}}
+{{bullet1|Maintenance Notice Period|Update the notice period for Maintenance contract renewal}}
+{{bullet1|Maintenance Termination Period|Update the termination period for the asset}}
+{{bullet1|Annual Maintenance Review Date|Update the annual maintenance review date}}
+{{bullet1|Scheduled Retired Date|Update the date that the asset set to retire on}}
+{{bullet1|Actual Retired Date|Update the date that the asset was retired on}}
+{{bullet1|Disposal Reason|Update why the asset was disposed of}}
+{{bullet1|Disposal Price|Update how much it cost to dispose of the asset}}
+{{bullet1|Disposal Code|Update the disposal code}}
+{{bullet1|Beneficiary|Update who the beneficiary of the asset is}}
+{{bullet1|Depreciation Method|Update the depreciation method}}
+{{bullet1|Depreciation Start Date|Update when the asset cost starts deprecating }}
+{{bullet1|Depreciation Value|Update the current depreciation value}}
+{{bullet1|Residual Value|Update the residual value}}
+}}
-[[File:at_requests_collaboration_postToPublicWorkspace.png|600px]]
+{{BPMAutomation|Create_Computer_Peripheral_Asset|Create Computer Peripheral Asset|
-</div>
+[[File:Create_Computer_Peripheral_Asset.png|thumb|link=https://wiki.hornbill.com/images/c/c2/Create_Computer_Peripheral_Asset.png]]|
-</div>
+Creates a new Computer Peripheral asset within Asset Management and links the new asset to the request from which it was created.|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+{{bullet1|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
+{{bullet1|State|Update the state of the assets.  Options include active, current, and archived}}
+{{bullet1|Sub State|Update the sub state of the asset}}
+{{bullet1|Company|Update the company that the assets should be associated to}}
+{{bullet1|Name|Update the name of the assets}}
+{{bullet1|Notes|Upldate the notes for the assets}}
+{{bullet1|Owned By|Update the owner of the assets}}
+{{bullet1|Used By|Update who uses the assets}}
+{{bullet1|Department|Update the department that the asset is associated to}}
+{{bullet1|Description|Update the asset description}}
+{{bullet1|Booking|Update if the asset is available for booking}}
+{{bullet1|Purpose|Update the purpose of the assets}}
+{{bullet1|Last Audited Date|Update the last audit date for the assets}}
+{{bullet1|Location Type|Update the type of location where the asset is}}
+{{bullet1|Location|Update the Location of the assets}}
+{{bullet1|Country|Update the country where the asset is located}}
+{{bullet1|Building|Update the building where the asset is located}}
+{{bullet1|Room|Update the room where the asset is}}
+{{bullet1|Rack|Update the rack where the asset is located}}
+{{bullet1|U Height|Update the U height location in the rack}}
+{{bullet1|U Position|Update the U position of the asset in the rack}}
+{{bullet1|Site|Update the site where the asset is located}}
+{{bullet1|Floor|Update the Floor where the asset is located}}
+{{bullet1|Geo Location|Update the Geo-location where the asset is located}}
+{{bullet1|Static|Update if the asset is a static or not}}
+{{bullet1|Cost|Update the cost of the asset}}
+{{bullet1|Asset Tag|Update the Asset Tag}}
+{{bullet1|Order Number|Update the Order number}}
+{{bullet1|Invoice Number|Update the Invoice number}}
+{{bullet1|Maintenance Cost|Update how much the annual maintenance cost of the asset is}}
+{{bullet1|Maintenance Reference|Update the Reference to the maintenance contract}}
+{{bullet1|Supplier ID|Update the ID of the asset supplier}}
+{{bullet1|Supplier Contract|Update the name of the Supplier Contract associated to the asset}}
+{{bullet1|Product ID|Update the Product ID}}
+{{bullet1|Order Date|Update the Order date}}
+{{bullet1|Received Date|Upldate the receive date}}
+{{bullet1|Cost Center|Update the cost center}}
+{{bullet1|Acq. Method|Update the method of how the asset was acquired}}
+{{bullet1|Warranty Start|Update the start of the warranty date}}
+{{bullet1|Warranty Expires|Update the warranty expiry date}}
+{{bullet1|Supported By|Update who supports this asset}}
+{{bullet1|Maintenance Notice Period|Update the notice period for Maintenance contract renewal}}
+{{bullet1|Maintenance Termination Period|Update the termination period for the asset}}
+{{bullet1|Annual Maintenance Review Date|Update the annual maintenance review date}}
+{{bullet1|Scheduled Retired Date|Update the date that the asset set to retire on}}
+{{bullet1|Actual Retired Date|Update the date that the asset was retired on}}
+{{bullet1|Disposal Reason|Update why the asset was disposed of}}
+{{bullet1|Disposal Price|Update how much it cost to dispose of the asset}}
+{{bullet1|Disposal Code|Update the disposal code}}
+{{bullet1|Beneficiary|Update who the beneficiary of the asset is}}
+{{bullet1|Depreciation Method|Update the depreciation method}}
+{{bullet1|Depreciation Start Date|Update when the asset cost starts deprecating }}
+{{bullet1|Depreciation Value|Update the current depreciation value}}
+{{bullet1|Residual Value|Update the residual value}}
+}}
-====Email Notifications====
+{{BPMAutomation|Create_Mobile_Device_Asset|Create Mobile Device Asset|
+[[File:Create_Mobile_Device_Asset.png|thumb|link=https://wiki.hornbill.com/images/3/33/Create_Mobile_Device_Asset.png]]|
+Creates a new Mobile Device asset within Asset Management and links the new asset to the request from which it was created.|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+{{bullet1|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
+{{bullet1|State|Update the state of the assets.  Options include active, current, and archived}}
+{{bullet1|Sub State|Update the sub state of the asset}}
+{{bullet1|Company|Update the company that the assets should be associated to}}
+{{bullet1|Name|Update the name of the assets}}
+{{bullet1|Notes|Upldate the notes for the assets}}
+{{bullet1|Owned By|Update the owner of the assets}}
+{{bullet1|Used By|Update who uses the assets}}
+{{bullet1|Department|Update the department that the asset is associated to}}
+{{bullet1|Description|Update the asset description}}
+{{bullet1|Booking|Update if the asset is available for booking}}
+{{bullet1|Purpose|Update the purpose of the assets}}
+{{bullet1|Last Audited Date|Update the last audit date for the assets}}
+{{bullet1|Location Type|Update the type of location where the asset is}}
+{{bullet1|Location|Update the Location of the assets}}
+{{bullet1|Country|Update the country where the asset is located}}
+{{bullet1|Building|Update the building where the asset is located}}
+{{bullet1|Room|Update the room where the asset is}}
+{{bullet1|Rack|Update the rack where the asset is located}}
+{{bullet1|U Height|Update the U height location in the rack}}
+{{bullet1|U Position|Update the U position of the asset in the rack}}
+{{bullet1|Site|Update the site where the asset is located}}
+{{bullet1|Floor|Update the Floor where the asset is located}}
+{{bullet1|Geo Location|Update the Geo-location where the asset is located}}
+{{bullet1|Static|Update if the asset is a static or not}}
+{{bullet1|Cost|Update the cost of the asset}}
+{{bullet1|Asset Tag|Update the Asset Tag}}
+{{bullet1|Order Number|Update the Order number}}
+{{bullet1|Invoice Number|Update the Invoice number}}
+{{bullet1|Maintenance Cost|Update how much the annual maintenance cost of the asset is}}
+{{bullet1|Maintenance Reference|Update the Reference to the maintenance contract}}
+{{bullet1|Supplier ID|Update the ID of the asset supplier}}
+{{bullet1|Supplier Contract|Update the name of the Supplier Contract associated to the asset}}
+{{bullet1|Product ID|Update the Product ID}}
+{{bullet1|Order Date|Update the Order date}}
+{{bullet1|Received Date|Upldate the receive date}}
+{{bullet1|Cost Center|Update the cost center}}
+{{bullet1|Acq. Method|Update the method of how the asset was acquired}}
+{{bullet1|Warranty Start|Update the start of the warranty date}}
+{{bullet1|Warranty Expires|Update the warranty expiry date}}
+{{bullet1|Supported By|Update who supports this asset}}
+{{bullet1|Maintenance Notice Period|Update the notice period for Maintenance contract renewal}}
+{{bullet1|Maintenance Termination Period|Update the termination period for the asset}}
+{{bullet1|Annual Maintenance Review Date|Update the annual maintenance review date}}
+{{bullet1|Scheduled Retired Date|Update the date that the asset set to retire on}}
+{{bullet1|Actual Retired Date|Update the date that the asset was retired on}}
+{{bullet1|Disposal Reason|Update why the asset was disposed of}}
+{{bullet1|Disposal Price|Update how much it cost to dispose of the asset}}
+{{bullet1|Disposal Code|Update the disposal code}}
+{{bullet1|Beneficiary|Update who the beneficiary of the asset is}}
+{{bullet1|Depreciation Method|Update the depreciation method}}
+{{bullet1|Depreciation Start Date|Update when the asset cost starts deprecating }}
+{{bullet1|Depreciation Value|Update the current depreciation value}}
+{{bullet1|Residual Value|Update the residual value}}
+}}
-Use the Email Notification nodes to send email templates to different Request stakeholders.  Configuration options include recipient, which email template to use and which mailbox to send the email from.
+{{BPMAutomation|Create_Network_Device|Create Network Device Asset|
+[[File:Create_Network_Device_Asset.png|thumb|link=https://wiki.hornbill.com/images/4/4f/Create_Network_Device_Asset.png]]|
+Creates a new Network Device asset within Asset Management and links the new asset to the request from which it was created.|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+{{bullet1|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
+{{bullet1|State|Update the state of the assets.  Options include active, current, and archived}}
+{{bullet1|Sub State|Update the sub state of the asset}}
+{{bullet1|Company|Update the company that the assets should be associated to}}
+{{bullet1|Name|Update the name of the assets}}
+{{bullet1|Notes|Upldate the notes for the assets}}
+{{bullet1|Owned By|Update the owner of the assets}}
+{{bullet1|Used By|Update who uses the assets}}
+{{bullet1|Department|Update the department that the asset is associated to}}
+{{bullet1|Description|Update the asset description}}
+{{bullet1|Booking|Update if the asset is available for booking}}
+{{bullet1|Purpose|Update the purpose of the assets}}
+{{bullet1|Last Audited Date|Update the last audit date for the assets}}
+{{bullet1|Location Type|Update the type of location where the asset is}}
+{{bullet1|Location|Update the Location of the assets}}
+{{bullet1|Country|Update the country where the asset is located}}
+{{bullet1|Building|Update the building where the asset is located}}
+{{bullet1|Room|Update the room where the asset is}}
+{{bullet1|Rack|Update the rack where the asset is located}}
+{{bullet1|U Height|Update the U height location in the rack}}
+{{bullet1|U Position|Update the U position of the asset in the rack}}
+{{bullet1|Site|Update the site where the asset is located}}
+{{bullet1|Floor|Update the Floor where the asset is located}}
+{{bullet1|Geo Location|Update the Geo-location where the asset is located}}
+{{bullet1|Static|Update if the asset is a static or not}}
+{{bullet1|Cost|Update the cost of the asset}}
+{{bullet1|Asset Tag|Update the Asset Tag}}
+{{bullet1|Order Number|Update the Order number}}
+{{bullet1|Invoice Number|Update the Invoice number}}
+{{bullet1|Maintenance Cost|Update how much the annual maintenance cost of the asset is}}
+{{bullet1|Maintenance Reference|Update the Reference to the maintenance contract}}
+{{bullet1|Supplier ID|Update the ID of the asset supplier}}
+{{bullet1|Supplier Contract|Update the name of the Supplier Contract associated to the asset}}
+{{bullet1|Product ID|Update the Product ID}}
+{{bullet1|Order Date|Update the Order date}}
+{{bullet1|Received Date|Upldate the receive date}}
+{{bullet1|Cost Center|Update the cost center}}
+{{bullet1|Acq. Method|Update the method of how the asset was acquired}}
+{{bullet1|Warranty Start|Update the start of the warranty date}}
+{{bullet1|Warranty Expires|Update the warranty expiry date}}
+{{bullet1|Supported By|Update who supports this asset}}
+{{bullet1|Maintenance Notice Period|Update the notice period for Maintenance contract renewal}}
+{{bullet1|Maintenance Termination Period|Update the termination period for the asset}}
+{{bullet1|Annual Maintenance Review Date|Update the annual maintenance review date}}
+{{bullet1|Scheduled Retired Date|Update the date that the asset set to retire on}}
+{{bullet1|Actual Retired Date|Update the date that the asset was retired on}}
+{{bullet1|Disposal Reason|Update why the asset was disposed of}}
+{{bullet1|Disposal Price|Update how much it cost to dispose of the asset}}
+{{bullet1|Disposal Code|Update the disposal code}}
+{{bullet1|Beneficiary|Update who the beneficiary of the asset is}}
+{{bullet1|Depreciation Method|Update the depreciation method}}
+{{bullet1|Depreciation Start Date|Update when the asset cost starts deprecating }}
+{{bullet1|Depreciation Value|Update the current depreciation value}}
+{{bullet1|Residual Value|Update the residual value}}
+}}
+{{BPMAutomation|Create_Printer_Asset|Create Printer Asset|
+[[File:Create_Printer_Asset.png|thumb|link=https://wiki.hornbill.com/images/b/bf/Create_Printer_Asset.png]]|
+Creates a new Printer asset within Asset Management and links the new asset to the request from which it was created.|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+{{bullet1|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
+{{bullet1|State|Update the state of the assets.  Options include active, current, and archived}}
+{{bullet1|Sub State|Update the sub state of the asset}}
+{{bullet1|Company|Update the company that the assets should be associated to}}
+{{bullet1|Name|Update the name of the assets}}
+{{bullet1|Notes|Upldate the notes for the assets}}
+{{bullet1|Owned By|Update the owner of the assets}}
+{{bullet1|Used By|Update who uses the assets}}
+{{bullet1|Department|Update the department that the asset is associated to}}
+{{bullet1|Description|Update the asset description}}
+{{bullet1|Booking|Update if the asset is available for booking}}
+{{bullet1|Purpose|Update the purpose of the assets}}
+{{bullet1|Last Audited Date|Update the last audit date for the assets}}
+{{bullet1|Location Type|Update the type of location where the asset is}}
+{{bullet1|Location|Update the Location of the assets}}
+{{bullet1|Country|Update the country where the asset is located}}
+{{bullet1|Building|Update the building where the asset is located}}
+{{bullet1|Room|Update the room where the asset is}}
+{{bullet1|Rack|Update the rack where the asset is located}}
+{{bullet1|U Height|Update the U height location in the rack}}
+{{bullet1|U Position|Update the U position of the asset in the rack}}
+{{bullet1|Site|Update the site where the asset is located}}
+{{bullet1|Floor|Update the Floor where the asset is located}}
+{{bullet1|Geo Location|Update the Geo-location where the asset is located}}
+{{bullet1|Static|Update if the asset is a static or not}}
+{{bullet1|Cost|Update the cost of the asset}}
+{{bullet1|Asset Tag|Update the Asset Tag}}
+{{bullet1|Order Number|Update the Order number}}
+{{bullet1|Invoice Number|Update the Invoice number}}
+{{bullet1|Maintenance Cost|Update how much the annual maintenance cost of the asset is}}
+{{bullet1|Maintenance Reference|Update the Reference to the maintenance contract}}
+{{bullet1|Supplier ID|Update the ID of the asset supplier}}
+{{bullet1|Supplier Contract|Update the name of the Supplier Contract associated to the asset}}
+{{bullet1|Product ID|Update the Product ID}}
+{{bullet1|Order Date|Update the Order date}}
+{{bullet1|Received Date|Upldate the receive date}}
+{{bullet1|Cost Center|Update the cost center}}
+{{bullet1|Acq. Method|Update the method of how the asset was acquired}}
+{{bullet1|Warranty Start|Update the start of the warranty date}}
+{{bullet1|Warranty Expires|Update the warranty expiry date}}
+{{bullet1|Supported By|Update who supports this asset}}
+{{bullet1|Maintenance Notice Period|Update the notice period for Maintenance contract renewal}}
+{{bullet1|Maintenance Termination Period|Update the termination period for the asset}}
+{{bullet1|Annual Maintenance Review Date|Update the annual maintenance review date}}
+{{bullet1|Scheduled Retired Date|Update the date that the asset set to retire on}}
+{{bullet1|Actual Retired Date|Update the date that the asset was retired on}}
+{{bullet1|Disposal Reason|Update why the asset was disposed of}}
+{{bullet1|Disposal Price|Update how much it cost to dispose of the asset}}
+{{bullet1|Disposal Code|Update the disposal code}}
+{{bullet1|Beneficiary|Update who the beneficiary of the asset is}}
+{{bullet1|Depreciation Method|Update the depreciation method}}
+{{bullet1|Depreciation Start Date|Update when the asset cost starts deprecating }}
+{{bullet1|Depreciation Value|Update the current depreciation value}}
+{{bullet1|Residual Value|Update the residual value}}
+}}
+{{BPMAutomation|Get_All_Assets|Get All Assets|
+[[File:Get_All_Assets.png|thumb|link=]]|
+Get a comma delimited list of the asset names that have been associated with the request|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}}
+}}
+{{BPMAutomation|Get_All_Generic_Assets|Get All Generic Assets|
+[[File:Get_All_Generic_Assets.png|thumb|link=]]|
+Get a comma delimited list of the asset names that belong to the Generic Class of asset that have been associated with the request|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+{{bullet1|Assets Type|The type of Generic assets to to get a list of}}
+{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}}
+}}
+{{BPMAutomation|Get_All_Computer_Peripheral_Assets|Get All Computer Peripheral Assets|
+[[File:Get_All_Computer_Peripheral_Assets.png|thumb|link=]]|
+Get a comma delimited list of the asset names that belong to the Computer Peripheral Class of asset that have been associated with the request|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+{{bullet1|Assets Type|The type of Computer Peripheral assets to get a list of}}
+{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}}
+}}
-<!-- ************************************************************************************************************** -->
+{{BPMAutomation|Get_All_Mobile_Device_Assets|Get All Mobile Device Assets|
-<!-- *                                       Email Contact                                                        * -->
+[[File:Get_All_Mobile_Device_Assets.png|thumb|link=]]|
-<!-- ************************************************************************************************************** -->
+Get a comma delimited list of the asset names that belong to the Mobile Device Class of asset that have been associated with the request|
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{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''}}
-<div id="EmailContact"></div>
+{{bullet1|Assets Type|The type of Mobile Device assets to to get a list of}}
-* Email Contact
+{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}}
-<div class="mw-collapsible-content">
+}}
-<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
-::{|
+{{BPMAutomation|Get_All_Network_Device_Assets|Get All Network Device Assets|
-|- valign="top"
+[[File:Get_All_Network_Device_Assets.png|thumb|link=]]|
-|style="width:700px"|
+Get a comma delimited list of the asset names that belong to the Network Device Class of asset that have been associated with the request|
-[[File:bpmemailcontact.png|thumb|link=https://wiki.hornbill.com/images/6/68/Bpmemailcontact.png|Email Contact]]
+{{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''}}
-====Email Contact ====
+{{bullet1|Assets Type|The type of Network Device assets to get a list of}}
-Use this node to send an email to a contact that has a contact record stored in Hornbill
+{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}}
-====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.
+{{BPMAutomation|Get_All_Printer_Assets|Get All Printer Assets|
-:* '''Contact'''
+[[File:Get_All_Printer_Assets.png|thumb|link=]]|
-:: Select a contact from the searchable pick list. Only contacts that have records stored in Hornbill will be available
+Get a comma delimited list of the asset names that belong to the Printer Class of asset that have been associated with the request|
-:* '''Mailbox Name'''
+{{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''}}
-:: 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
+{{bullet1|Assets Type|The type of Printer assets to get a list of}}
-:* '''Email From'''
+{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}}
-:: 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.
+{{BPMAutomation|Get_All_Software_Assets|Get All Software Assets|
-:* '''Email Template'''
+[[File:Get_All_Software_Assets.png|thumb|link=]]|
-:: Select the email template that you want to use for this email
+Get a comma delimited list of the asset names that belong to the Software Class of asset that have been associated with the request|
-:* '''System Timeline Update'''
+{{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''}}
-:: Select if the default system text will be added to the timeline for this action
+{{bullet1|Assets Type|The type of Software assets to get a list of}}
-:* '''Manual Timeline Update'''
+{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}}
-:: 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.
+{{BPMAutomation|Get_All_Telecoms_Assets|Get All Telecoms Assets|
-|}
+[[File:Get_All_Telecoms_Assets.png|thumb|link=https://wiki.hornbill.com/images/0/04/Get_All_Telecoms_Assets.png]]|
-</div>
+Get a comma delimited list of the asset names that belong to the Telecoms Class of asset that have been associated with the request|
-</div>
+{{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''}}
-</div>
+{{bullet1|Assets Type|The type of Telecoms assets to get a list of}}
-<!-- ************************************************************************************************************** -->
+{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}}
-<!-- *                                       Email Co-worker                                                      * -->
+}}
-<!-- ************************************************************************************************************** -->
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|Update_All_Assets_-_General_Information|Update All Assets - General Information|
-<div id="EmailCo-worker"></div>
+[[File:Update_All_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/5/57/Update_All_Assets_-_General_Information.png]]|
-* Email Co-worker
+Update the General Information attributes of all assets that are associated to the request|
-<div class="mw-collapsible-content">
+{{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''}}
-<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+{{bullet1|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
-::{|
+{{bullet1|State|Update the state of the assets.  Options include active, current, and archived}}
-|- valign="top"
+{{bullet1|Sub State|Update the sub state of the asset}}
-|style="width:700px"|
+{{bullet1|Company|Update the company that the assets should be associated to}}
-[[File:bpmemailcoworker.png|thumb|link=https://wiki.hornbill.com/images/b/b3/Bpmemailcoworker.png|Email Co-worker]]
+{{bullet1|Name|Update the name of the assets}}
-====Email Co-worker ====
+{{bullet1|Notes|Upldate the notes for the assets}}
-Use this node to send an email to a Co-worker that has a user account in Hornbill
+{{bullet1|Owned By|Update the owner of the assets}}
-====Options====
+{{bullet1|Used By|Update who uses the assets}}
-:* '''Request ID'''
+{{bullet1|Department|Update the department that the asset is associated to}}
-:: In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.
+{{bullet1|Description|Update the asset description}}
-:* '''Co-worker'''
+{{bullet1|Booking|Update if the asset is available for booking}}
-:: Select a Co-worker from the searchable pick list. Only Co-workers that have accounts in Hornbill will be available
+{{bullet1|Purpose|Update the purpose of the assets}}
-:* '''Co-worker (From Variable)
+{{bullet1|Last Audited Date|Update the last audit date for the assets}}
-:: Set a Co-worker from a variable
+{{bullet1|Location Type|Update the type of location where the asset is}}
-:* '''Mailbox Name'''
+{{bullet1|Location|Update the Location of the assets}}
-:: 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
+{{bullet1|Country|Update the country where the asset is located}}
-:* '''Email From'''
+{{bullet1|Building|Update the building where the asset is located}}
-:: Select the email address that you want listed as the sender.
+{{bullet1|Room|Update the room where the asset is}}
-:* '''Email Template Entity'''
+{{bullet1|Rack|Update the rack where the asset is located}}
-:: 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.
+{{bullet1|U Height|Update the U height location in the rack}}
-:* '''Email Template'''
+{{bullet1|U Position|Update the U position of the asset in the rack}}
-:: Select the email template that you want to use for this email
+{{bullet1|Site|Update the site where the asset is located}}
-:* '''System Timeline Update'''
+{{bullet1|Floor|Update the Floor where the asset is located}}
-:: Select if the default system text will be added to the timeline for this action
+{{bullet1|Geo Location|Update the Geo-location where the asset is located}}
-:* '''Manual Timeline Update'''
+{{bullet1|Static|Update if the asset is a static or not}}
-:: Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
+{{bullet1|Cost|Update the cost of the asset}}
-:* '''Visibility'''
+{{bullet1|Asset Tag|Update the Asset Tag}}
-:: Choose what level of visibility will be automatically applied to this update.  Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
+{{bullet1|Order Number|Update the Order number}}
-|}
+{{bullet1|Invoice Number|Update the Invoice number}}
-</div>
+{{bullet1|Maintenance Cost|Update how much the annual maintenance cost of the asset is}}
-</div>
+{{bullet1|Maintenance Reference|Update the Reference to the maintenance contract}}
-</div>
+{{bullet1|Supplier ID|Update the ID of the asset supplier}}
-<!-- ************************************************************************************************************** -->
+{{bullet1|Supplier Contract|Update the name of the Supplier Contract associated to the asset}}
-<!-- *                                           Email Customer                                                   * -->
+{{bullet1|Product ID|Update the Product ID}}
-<!-- ************************************************************************************************************** -->
+{{bullet1|Order Date|Update the Order date}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{bullet1|Received Date|Upldate the receive date}}
-<div id="EmailCustomer"></div>
+{{bullet1|Cost Center|Update the cost center}}
-* Email Customer
+{{bullet1|Acq. Method|Update the method of how the asset was acquired}}
-<div class="mw-collapsible-content">
+{{bullet1|Warranty Start|Update the start of the warranty date}}
-<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+{{bullet1|Warranty Expires|Update the warranty expiry date}}
-::{|
+{{bullet1|Supported By|Update who supports this asset}}
-|- valign="top"
+{{bullet1|Maintenance Notice Period|Update the notice period for Maintenance contract renewal}}
-|style="width:700px"|
+{{bullet1|Maintenance Termination Period|Update the termination period for the asset}}
-[[File:bpmemailcustomer.png|thumb|https://wiki.hornbill.com/images/2/23/Bpmemailcustomer.png|Email Customer]]
+{{bullet1|Annual Maintenance Review Date|Update the annual maintenance review date}}
+{{bullet1|Scheduled Retired Date|Update the date that the asset set to retire on}}
+{{bullet1|Actual Retired Date|Update the date that the asset was retired on}}
+{{bullet1|Disposal Reason|Update why the asset was disposed of}}
+{{bullet1|Disposal Price|Update how much it cost to dispose of the asset}}
+{{bullet1|Disposal Code|Update the disposal code}}
+{{bullet1|Beneficiary|Update who the beneficiary of the asset is}}
+{{bullet1|Depreciation Method|Update the depreciation method}}
+{{bullet1|Depreciation Start Date|Update when the asset cost starts deprecating }}
+{{bullet1|Depreciation Value|Update the current depreciation value}}
+{{bullet1|Residual Value|Update the residual value}}
+}}
+{{BPMAutomation|Update_Computer_Assets_-_Additional_Properties|Update Computer Assets - Additional Properties|
+[[File:Update_Computer_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a6/Update_Computer_Assets_-_Additional_Properties.png]]|
+Update the Additional Properties attributes of assets belonging to the Computer class that are associated to the request|
+{{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''}}
+}}
-====Email Customer ====
+{{BPMAutomation|Update_Computer_Assets_-_General_Information|Update Computer Assets - General Information|
-Use this node to send an email to the customer that is associated to the request
+[[File:Update_Computer_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/a/a8/Update_Computer_Assets_-_General_Information.png]]|
-====Options====
+Update the General Information attributes of assets belonging to the Computer class that are associated to the request|
-:* '''Request ID'''
+{{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''}}
-:: In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.
+{{bullet1|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
-:* '''Mailbox Name'''
+{{bullet1|State|Update the state of the assets.  Options include active, current, and archived}}
-:: 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
+{{bullet1|Sub State|Update the sub state of the asset}}
-:* '''Email From'''
+{{bullet1|Company|Update the company that the assets should be associated to}}
-:: Select the email address that you want listed as the sender.
+{{bullet1|Name|Update the name of the assets}}
-:* '''Email Template Entity'''
+{{bullet1|Notes|Upldate the notes for the assets}}
-:: 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.
+{{bullet1|Owned By|Update the owner of the assets}}
-:* '''Email Template'''
+{{bullet1|Used By|Update who uses the assets}}
-:: Select the email template that you want to use for this email
+{{bullet1|Department|Update the department that the asset is associated to}}
-:* '''System Timeline Update'''
+{{bullet1|Description|Update the asset description}}
-:: Select if the default system text will be added to the timeline for this action
+{{bullet1|Booking|Update if the asset is available for booking}}
-:* '''Manual Timeline Update'''
+{{bullet1|Purpose|Update the purpose of the assets}}
-:: Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
+{{bullet1|Last Audited Date|Update the last audit date for the assets}}
-:* '''Visibility'''
+{{bullet1|Location Type|Update the type of location where the asset is}}
-:: Choose what level of visibility will be automatically applied to this update.  Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
+{{bullet1|Location|Update the Location of the assets}}
-|}
+{{bullet1|Country|Update the country where the asset is located}}
-</div>
+{{bullet1|Building|Update the building where the asset is located}}
-</div>
+{{bullet1|Room|Update the room where the asset is}}
-</div>
+{{bullet1|Rack|Update the rack where the asset is located}}
-<!-- ************************************************************************************************************** -->
+{{bullet1|U Height|Update the U height location in the rack}}
-<!-- *                                           Email Customer's Manager                                         * -->
+{{bullet1|U Position|Update the U position of the asset in the rack}}
-<!-- ************************************************************************************************************** -->
+{{bullet1|Site|Update the site where the asset is located}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{bullet1|Floor|Update the Floor where the asset is located}}
-<div id="EmailCustomerManager"></div>
+{{bullet1|Geo Location|Update the Geo-location where the asset is located}}
-* Email Customer's Manager
+{{bullet1|Static|Update if the asset is a static or not}}
-<div class="mw-collapsible-content">
+{{bullet1|Cost|Update the cost of the asset}}
-<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+{{bullet1|Asset Tag|Update the Asset Tag}}
-::{|
+{{bullet1|Order Number|Update the Order number}}
-|- valign="top"
+{{bullet1|Invoice Number|Update the Invoice number}}
-|style="width:700px"|
+{{bullet1|Maintenance Cost|Update how much the annual maintenance cost of the asset is}}
-[[File:bpmemailcustomermanager.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmemailcustomermanager.png|Email Customer's Manager]]
+{{bullet1|Maintenance Reference|Update the Reference to the maintenance contract}}
-====Email Customer's Manager ====
+{{bullet1|Supplier ID|Update the ID of the asset supplier}}
-Use this node to send an email to the Manager of the customer that is associated to the request
+{{bullet1|Supplier Contract|Update the name of the Supplier Contract associated to the asset}}
+{{bullet1|Product ID|Update the Product ID}}
+{{bullet1|Order Date|Update the Order date}}
+{{bullet1|Received Date|Upldate the receive date}}
+{{bullet1|Cost Center|Update the cost center}}
+{{bullet1|Acq. Method|Update the method of how the asset was acquired}}
+{{bullet1|Warranty Start|Update the start of the warranty date}}
+{{bullet1|Warranty Expires|Update the warranty expiry date}}
+{{bullet1|Supported By|Update who supports this asset}}
+{{bullet1|Maintenance Notice Period|Update the notice period for Maintenance contract renewal}}
+{{bullet1|Maintenance Termination Period|Update the termination period for the asset}}
+{{bullet1|Annual Maintenance Review Date|Update the annual maintenance review date}}
+{{bullet1|Scheduled Retired Date|Update the date that the asset set to retire on}}
+{{bullet1|Actual Retired Date|Update the date that the asset was retired on}}
+{{bullet1|Disposal Reason|Update why the asset was disposed of}}
+{{bullet1|Disposal Price|Update how much it cost to dispose of the asset}}
+{{bullet1|Disposal Code|Update the disposal code}}
+{{bullet1|Beneficiary|Update who the beneficiary of the asset is}}
+{{bullet1|Depreciation Method|Update the depreciation method}}
+{{bullet1|Depreciation Start Date|Update when the asset cost starts deprecating }}
+{{bullet1|Depreciation Value|Update the current depreciation value}}
+{{bullet1|Residual Value|Update the residual value}}
+}}
+{{BPMAutomation|Update_Computer_Peripheral_Assets_-_Additional_Properties|Update Computer Peripheral Assets - Additional Properties|
+[[File:Update_Computer_Peripheral_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/c/cd/Update_Computer_Peripheral_Assets_-_Additional_Properties.png]]|
+Update the Additional Properties attributes of assets belonging to the Computer Peripheral class that are associated to the request|
+{{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''}}
+}}
-====Options====
+{{BPMAutomation|Update_Computer_Peripheral_Assets_-_General_Information|Update Computer Peripheral Assets - General Information|
-:* '''Request ID'''
+[[File:Update_Computer_Peripheral_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/9/93/Update_Computer_Peripheral_Assets_-_General_Information.png]]|
-:: 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.
+Update the General Information attributes of assets belonging to the Computer Peripheral class that are associated to the request|
-:* '''Mailbox Name'''
+{{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''}}
-:: 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
+{{bullet1|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
-:* '''Email From'''
+{{bullet1|State|Update the state of the assets.  Options include active, current, and archived}}
-:: Select the email address that you want listed as the sender.
+{{bullet1|Sub State|Update the sub state of the asset}}
-:* '''Email Template Entity'''
+{{bullet1|Company|Update the company that the assets should be associated to}}
-:: 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.
+{{bullet1|Name|Update the name of the assets}}
-:* '''Email Template'''
+{{bullet1|Notes|Upldate the notes for the assets}}
-:: Select the email template that you want to use for this email
+{{bullet1|Owned By|Update the owner of the assets}}
-:* '''System Timeline Update'''
+{{bullet1|Used By|Update who uses the assets}}
-:: Select if the default system text will be added to the timeline for this action
+{{bullet1|Department|Update the department that the asset is associated to}}
-:* '''Manual Timeline Update'''
+{{bullet1|Description|Update the asset description}}
-:: Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
+{{bullet1|Booking|Update if the asset is available for booking}}
-:* '''Visibility'''
+{{bullet1|Purpose|Update the purpose of the assets}}
-:: Choose what level of visibility will be automatically applied to this update.  Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
+{{bullet1|Last Audited Date|Update the last audit date for the assets}}
-|}
+{{bullet1|Location Type|Update the type of location where the asset is}}
-</div>
+{{bullet1|Location|Update the Location of the assets}}
-</div>
+{{bullet1|Country|Update the country where the asset is located}}
-</div>
+{{bullet1|Building|Update the building where the asset is located}}
-<!-- ************************************************************************************************************** -->
+{{bullet1|Room|Update the room where the asset is}}
-<!-- *                                           Email External Address                                           * -->
+{{bullet1|Rack|Update the rack where the asset is located}}
-<!-- ************************************************************************************************************** -->
+{{bullet1|U Height|Update the U height location in the rack}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{bullet1|U Position|Update the U position of the asset in the rack}}
-<div id="EmailExternalAddress"></div>
+{{bullet1|Site|Update the site where the asset is located}}
-* Email External Address
+{{bullet1|Floor|Update the Floor where the asset is located}}
-<div class="mw-collapsible-content">
+{{bullet1|Geo Location|Update the Geo-location where the asset is located}}
-<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+{{bullet1|Static|Update if the asset is a static or not}}
-::{|
+{{bullet1|Cost|Update the cost of the asset}}
-|- valign="top"
+{{bullet1|Asset Tag|Update the Asset Tag}}
-|style="width:700px"|
+{{bullet1|Order Number|Update the Order number}}
-[[File:bpmemailexternal.png|thumb|link=https://wiki.hornbill.com/images/4/4a/Bpmemailexternal.png|Email External Address]]
+{{bullet1|Invoice Number|Update the Invoice number}}
-====Email External Address ====
+{{bullet1|Maintenance Cost|Update how much the annual maintenance cost of the asset is}}
-Use this node to send an email to one or more email addresses that are not available within Hornbill
+{{bullet1|Maintenance Reference|Update the Reference to the maintenance contract}}
+{{bullet1|Supplier ID|Update the ID of the asset supplier}}
+{{bullet1|Supplier Contract|Update the name of the Supplier Contract associated to the asset}}
+{{bullet1|Product ID|Update the Product ID}}
+{{bullet1|Order Date|Update the Order date}}
+{{bullet1|Received Date|Upldate the receive date}}
+{{bullet1|Cost Center|Update the cost center}}
+{{bullet1|Acq. Method|Update the method of how the asset was aquired}}
+{{bullet1|Warranty Start|Update the start of the warranty date}}
+{{bullet1|Warranty Expires|Update the warranty expiry date}}
+{{bullet1|Supported By|Update who supports this asset}}
+{{bullet1|Maintenance Notice Period|Update the notice period for Maintenance contract renewal}}
+{{bullet1|Maintenance Termination Period|Update the termination period for the asset}}
+{{bullet1|Annual Maintenance Review Date|Update the annual maintenance review date}}
+{{bullet1|Scheduled Retired Date|Update the date that the asset set to retire on}}
+{{bullet1|Actual Retired Date|Update the date that the asset was retired on}}
+{{bullet1|Disposal Reason|Update why the asset was disposed of}}
+{{bullet1|Disposal Price|Update how much it cost to dispose of the asset}}
+{{bullet1|Disposal Code|Update the desposal code}}
+{{bullet1|Beneficiary|Update who the beneficiary of the asset is}}
+{{bullet1|Depreciation Method|Update the depreciation method}}
+{{bullet1|Depreciation Start Date|Update when the asset cost starts deprecating }}
+{{bullet1|Depreciation Value|Update the current depreciation value}}
+{{bullet1|Residual Value|Update the residual value}}
+}}
+{{BPMAutomation|Update_Mobile_Device_Assets_-_Additional_Properties|Update Mobile Device Assets - Additional Properties|
+[[File:Update_Mobile_Device_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Update_Mobile_Device_Assets_-_Additional_Properties.png]]|
+Update the Additional Properties attributes of assets belonging to the Mobile Device class that are associated to the request|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+}}
+{{BPMAutomation|Update_Mobile_Device_Assets_-_General_Information|Update Mobile Device Assets - General Information|
+[[File:Update_Mobile_Device_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/1/18/Update_Mobile_Device_Assets_-_General_Information.png]]|
+Update the General Information attributes of assets belonging to the Mobile Device class that are associated to the request|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+{{bullet1|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
+{{bullet1|State|Update the state of the assets.  Options include active, current, and archived}}
+{{bullet1|Sub State|Update the sub state of the asset}}
+{{bullet1|Company|Update the company that the assets should be associated to}}
+{{bullet1|Name|Update the name of the assets}}
+{{bullet1|Notes|Upldate the notes for the assets}}
+{{bullet1|Owned By|Update the owner of the assets}}
+{{bullet1|Used By|Update who uses the assets}}
+{{bullet1|Department|Update the department that the asset is associated to}}
+{{bullet1|Description|Update the asset description}}
+{{bullet1|Booking|Update if the asset is available for booking}}
+{{bullet1|Purpose|Update the purpose of the assets}}
+{{bullet1|Last Audited Date|Update the last audit date for the assets}}
+{{bullet1|Location Type|Update the type of location where the asset is}}
+{{bullet1|Location|Update the Location of the assets}}
+{{bullet1|Country|Update the country where the asset is located}}
+{{bullet1|Building|Update the building where the asset is located}}
+{{bullet1|Room|Update the room where the asset is}}
+{{bullet1|Rack|Update the rack where the asset is located}}
+{{bullet1|U Height|Update the U height location in the rack}}
+{{bullet1|U Position|Update the U position of the asset in the rack}}
+{{bullet1|Site|Update the site where the asset is located}}
+{{bullet1|Floor|Update the Floor where the asset is located}}
+{{bullet1|Geo Location|Update the Geo-location where the asset is located}}
+{{bullet1|Static|Update if the asset is a static or not}}
+{{bullet1|Cost|Update the cost of the asset}}
+{{bullet1|Asset Tag|Update the Asset Tag}}
+{{bullet1|Order Number|Update the Order number}}
+{{bullet1|Invoice Number|Update the Invoice number}}
+{{bullet1|Maintenance Cost|Update how much the annual maintenance cost of the asset is}}
+{{bullet1|Maintenance Reference|Update the Reference to the maintenance contract}}
+{{bullet1|Supplier ID|Update the ID of the asset supplier}}
+{{bullet1|Supplier Contract|Update the name of the Supplier Contract associated to the asset}}
+{{bullet1|Product ID|Update the Product ID}}
+{{bullet1|Order Date|Update the Order date}}
+{{bullet1|Received Date|Upldate the receive date}}
+{{bullet1|Cost Center|Update the cost center}}
+{{bullet1|Acq. Method|Update the method of how the asset was acquired}}
+{{bullet1|Warranty Start|Update the start of the warranty date}}
+{{bullet1|Warranty Expires|Update the warranty expiry date}}
+{{bullet1|Supported By|Update who supports this asset}}
+{{bullet1|Maintenance Notice Period|Update the notice period for Maintenance contract renewal}}
+{{bullet1|Maintenance Termination Period|Update the termination period for the asset}}
+{{bullet1|Annual Maintenance Review Date|Update the annual maintenance review date}}
+{{bullet1|Scheduled Retired Date|Update the date that the asset set to retire on}}
+{{bullet1|Actual Retired Date|Update the date that the asset was retired on}}
+{{bullet1|Disposal Reason|Update why the asset was disposed of}}
+{{bullet1|Disposal Price|Update how much it cost to dispose of the asset}}
+{{bullet1|Disposal Code|Update the disposal code}}
+{{bullet1|Beneficiary|Update who the beneficiary of the asset is}}
+{{bullet1|Depreciation Method|Update the depreciation method}}
+{{bullet1|Depreciation Start Date|Update when the asset cost starts deprecating }}
+{{bullet1|Depreciation Value|Update the current depreciation value}}
+{{bullet1|Residual Value|Update the residual value}}
+}}
-====Options====
+{{BPMAutomation|Update_Network_Device_Assets_-_Additional_Properties|Update Network Device Assets - Additional Properties|
-:* '''Request ID'''
+[[File:Update_Network_Device_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/0/03/Update_Network_Device_Assets_-_Additional_Properties.png]]|
-:: 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.
+Update the Additional Properties attributes of assets belonging to the Network Device class that are associated to the request|
-:* '''External Addresses'''
+{{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''}}
-:: 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
+{{BPMAutomation|Update_Network_Device_Assets_-_General_Information|Update Network Device Assets - General Information|
-:* '''Email From'''
+[[File:Update_Network_Device_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/1/19/Update_Network_Device_Assets_-_General_Information.png]]|
-:: Select the email address that you want listed as the sender.
+Update the General Information attributes of assets belonging to the Network Device class that are associated to the request|
-:* '''Email Template Entity'''
+{{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''}}
-:: 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.
+{{bullet1|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
-:* '''Email Template'''
+{{bullet1|State|Update the state of the assets.  Options include active, current, and archived}}
-:: Select the email template that you want to use for this email
+{{bullet1|Sub State|Update the sub state of the asset}}
-:* '''System Timeline Update'''
+{{bullet1|Company|Update the company that the assets should be associated to}}
-:: Select if the default system text will be added to the timeline for this action
+{{bullet1|Name|Update the name of the assets}}
-:* '''Manual Timeline Update'''
+{{bullet1|Notes|Upldate the notes for the assets}}
-:: Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
+{{bullet1|Owned By|Update the owner of the assets}}
-:* '''Visibility'''
+{{bullet1|Used By|Update who uses the assets}}
-:: Choose what level of visibility will be automatically applied to this update.  Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
+{{bullet1|Department|Update the department that the asset is associated to}}
-|}
+{{bullet1|Description|Update the asset description}}
-</div>
+{{bullet1|Booking|Update if the asset is available for booking}}
-</div>
+{{bullet1|Purpose|Update the purpose of the assets}}
-</div>
+{{bullet1|Last Audited Date|Update the last audit date for the assets}}
-<!-- ************************************************************************************************************** -->
+{{bullet1|Location Type|Update the type of location where the asset is}}
-<!-- *                                           Email Request Owner                                              * -->
+{{bullet1|Location|Update the Location of the assets}}
-<!-- ************************************************************************************************************** -->
+{{bullet1|Country|Update the country where the asset is located}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{bullet1|Building|Update the building where the asset is located}}
-<div id="EmailOwner"></div>
+{{bullet1|Room|Update the room where the asset is}}
-* Email Request Owner
+{{bullet1|Rack|Update the rack where the asset is located}}
-<div class="mw-collapsible-content">
+{{bullet1|U Height|Update the U height location in the rack}}
-<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+{{bullet1|U Position|Update the U position of the asset in the rack}}
-::{|
+{{bullet1|Site|Update the site where the asset is located}}
-|- valign="top"
+{{bullet1|Floor|Update the Floor where the asset is located}}
-|style="width:700px"|
+{{bullet1|Geo Location|Update the Geo-location where the asset is located}}
-[[File:bpmemailowner.png|thumb|link=https://wiki.hornbill.com/images/e/ea/Bpmemailowner.png|Email Request Owner]]
+{{bullet1|Static|Update if the asset is a static or not}}
+{{bullet1|Cost|Update the cost of the asset}}
+{{bullet1|Asset Tag|Update the Asset Tag}}
+{{bullet1|Order Number|Update the Order number}}
+{{bullet1|Invoice Number|Update the Invoice number}}
+{{bullet1|Maintenance Cost|Update how much the annual maintenance cost of the asset is}}
+{{bullet1|Maintenance Reference|Update the Reference to the maintenance contract}}
+{{bullet1|Supplier ID|Update the ID of the asset supplier}}
+{{bullet1|Supplier Contract|Update the name of the Supplier Contract associated to the asset}}
+{{bullet1|Product ID|Update the Product ID}}
+{{bullet1|Order Date|Update the Order date}}
+{{bullet1|Received Date|Upldate the receive date}}
+{{bullet1|Cost Center|Update the cost center}}
+{{bullet1|Acq. Method|Update the method of how the asset was acquired}}
+{{bullet1|Warranty Start|Update the start of the warranty date}}
+{{bullet1|Warranty Expires|Update the warranty expiry date}}
+{{bullet1|Supported By|Update who supports this asset}}
+{{bullet1|Maintenance Notice Period|Update the notice period for Maintenance contract renewal}}
+{{bullet1|Maintenance Termination Period|Update the termination period for the asset}}
+{{bullet1|Annual Maintenance Review Date|Update the annual maintenance review date}}
+{{bullet1|Scheduled Retired Date|Update the date that the asset set to retire on}}
+{{bullet1|Actual Retired Date|Update the date that the asset was retired on}}
+{{bullet1|Disposal Reason|Update why the asset was disposed of}}
+{{bullet1|Disposal Price|Update how much it cost to dispose of the asset}}
+{{bullet1|Disposal Code|Update the disposal code}}
+{{bullet1|Beneficiary|Update who the beneficiary of the asset is}}
+{{bullet1|Depreciation Method|Update the depreciation method}}
+{{bullet1|Depreciation Start Date|Update when the asset cost starts deprecating }}
+{{bullet1|Depreciation Value|Update the current depreciation value}}
+{{bullet1|Residual Value|Update the residual value}}
+}}
+{{BPMAutomation|Update_Printer_Assets_-_Additional_Properties|Update Printer Assets - Additional Properties|
+[[File:Update_Printer_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Update_Printer_Assets_-_Additional_Properties.png]]|
+Update the Additional Properties attributes of assets belonging to the Printer class that are associated to the request|
+{{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''}}
+}}
-====Email Request Owner ====
+{{BPMAutomation|Update_Printer_Assets_-_General_Information|Update Printer Assets - General Information|
-Use this node to send an email to the owner of the request
+[[File:Update_Printer_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/1/19/Update_Printer_Assets_-_General_Information.png]]|
+Update the General Information attributes of assets belonging to the Printer class that are associated to the request|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+{{bullet1|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
+{{bullet1|State|Update the state of the assets.  Options include active, current, and archived}}
+{{bullet1|Sub State|Update the sub state of the asset}}
+{{bullet1|Company|Update the company that the assets should be associated to}}
+{{bullet1|Name|Update the name of the assets}}
+{{bullet1|Notes|Upldate the notes for the assets}}
+{{bullet1|Owned By|Update the owner of the assets}}
+{{bullet1|Used By|Update who uses the assets}}
+{{bullet1|Department|Update the department that the asset is associated to}}
+{{bullet1|Description|Update the asset description}}
+{{bullet1|Booking|Update if the asset is available for booking}}
+{{bullet1|Purpose|Update the purpose of the assets}}
+{{bullet1|Last Audited Date|Update the last audit date for the assets}}
+{{bullet1|Location Type|Update the type of location where the asset is}}
+{{bullet1|Location|Update the Location of the assets}}
+{{bullet1|Country|Update the country where the asset is located}}
+{{bullet1|Building|Update the building where the asset is located}}
+{{bullet1|Room|Update the room where the asset is}}
+{{bullet1|Rack|Update the rack where the asset is located}}
+{{bullet1|U Height|Update the U height location in the rack}}
+{{bullet1|U Position|Update the U position of the asset in the rack}}
+{{bullet1|Site|Update the site where the asset is located}}
+{{bullet1|Floor|Update the Floor where the asset is located}}
+{{bullet1|Geo Location|Update the Geo-location where the asset is located}}
+{{bullet1|Static|Update if the asset is a static or not}}
+{{bullet1|Cost|Update the cost of the asset}}
+{{bullet1|Asset Tag|Update the Asset Tag}}
+{{bullet1|Order Number|Update the Order number}}
+{{bullet1|Invoice Number|Update the Invoice number}}
+{{bullet1|Maintenance Cost|Update how much the annual maintenance cost of the asset is}}
+{{bullet1|Maintenance Reference|Update the Reference to the maintenance contract}}
+{{bullet1|Supplier ID|Update the ID of the asset supplier}}
+{{bullet1|Supplier Contract|Update the name of the Supplier Contract associated to the asset}}
+{{bullet1|Product ID|Update the Product ID}}
+{{bullet1|Order Date|Update the Order date}}
+{{bullet1|Received Date|Upldate the receive date}}
+{{bullet1|Cost Center|Update the cost center}}
+{{bullet1|Acq. Method|Update the method of how the asset was acquired}}
+{{bullet1|Warranty Start|Update the start of the warranty date}}
+{{bullet1|Warranty Expires|Update the warranty expiry date}}
+{{bullet1|Supported By|Update who supports this asset}}
+{{bullet1|Maintenance Notice Period|Update the notice period for Maintenance contract renewal}}
+{{bullet1|Maintenance Termination Period|Update the termination period for the asset}}
+{{bullet1|Annual Maintenance Review Date|Update the annual maintenance review date}}
+{{bullet1|Scheduled Retired Date|Update the date that the asset set to retire on}}
+{{bullet1|Actual Retired Date|Update the date that the asset was retired on}}
+{{bullet1|Disposal Reason|Update why the asset was disposed of}}
+{{bullet1|Disposal Price|Update how much it cost to dispose of the asset}}
+{{bullet1|Disposal Code|Update the disposal code}}
+{{bullet1|Beneficiary|Update who the beneficiary of the asset is}}
+{{bullet1|Depreciation Method|Update the depreciation method}}
+{{bullet1|Depreciation Start Date|Update when the asset cost starts deprecating }}
+{{bullet1|Depreciation Value|Update the current depreciation value}}
+{{bullet1|Residual Value|Update the residual value}}
+}}
-====Options====
+{{BPMAutomation|Update_Software_Assets_-_Additional_Properties|Update Software Assets - Additional Properties|
-:* '''Request ID'''
+[[File:Update_Software_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/9/91/Update_Software_Assets_-_Additional_Properties.png]]|
-:: 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.
+Update the Additional Properties attributes of assets belonging to the Software class that are associated to the request|
-:* '''Mailbox Name'''
+{{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''}}
-:: 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.
-|}
-</div>
-</div>
-</div>
-<!-- ************************************************************************************************************** -->
-<!-- *                                             Get Request Information                                        * -->
-<!-- ************************************************************************************************************** -->
-====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 ********************************************************************* -->
+{{BPMAutomation|Update_Software_Assets_-_General_Information|Update Software Assets - General Information|
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+[[File:Update_Software_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/e/e3/Update_Software_Assets_-_General_Information.png]]|
-* Customer Details
+Update the General Information attributes of assets belonging to the Software class that are associated to the request|
-<div class="mw-collapsible-content">
+{{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''}}
-::Requests > Get Request Information > Customer Details
+{{bullet1|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
+{{bullet1|State|Update the state of the assets.  Options include active, current, and archived}}
+{{bullet1|Sub State|Update the sub state of the asset}}
+{{bullet1|Company|Update the company that the assets should be associated to}}
+{{bullet1|Name|Update the name of the assets}}
+{{bullet1|Notes|Upldate the notes for the assets}}
+{{bullet1|Owned By|Update the owner of the assets}}
+{{bullet1|Used By|Update who uses the assets}}
+{{bullet1|Department|Update the department that the asset is associated to}}
+{{bullet1|Description|Update the asset description}}
+{{bullet1|Booking|Update if the asset is available for booking}}
+{{bullet1|Purpose|Update the purpose of the assets}}
+{{bullet1|Last Audited Date|Update the last audit date for the assets}}
+{{bullet1|Location Type|Update the type of location where the asset is}}
+{{bullet1|Location|Update the Location of the assets}}
+{{bullet1|Country|Update the country where the asset is located}}
+{{bullet1|Building|Update the building where the asset is located}}
+{{bullet1|Room|Update the room where the asset is}}
+{{bullet1|Rack|Update the rack where the asset is located}}
+{{bullet1|U Height|Update the U height location in the rack}}
+{{bullet1|U Position|Update the U position of the asset in the rack}}
+{{bullet1|Site|Update the site where the asset is located}}
+{{bullet1|Floor|Update the Floor where the asset is located}}
+{{bullet1|Geo Location|Update the Geo-location where the asset is located}}
+{{bullet1|Static|Update if the asset is a static or not}}
+{{bullet1|Cost|Update the cost of the asset}}
+{{bullet1|Asset Tag|Update the Asset Tag}}
+{{bullet1|Order Number|Update the Order number}}
+{{bullet1|Invoice Number|Update the Invoice number}}
+{{bullet1|Maintenance Cost|Update how much the annual maintenance cost of the asset is}}
+{{bullet1|Maintenance Reference|Update the Reference to the maintenance contract}}
+{{bullet1|Supplier ID|Update the ID of the asset supplier}}
+{{bullet1|Supplier Contract|Update the name of the Supplier Contract associated to the asset}}
+{{bullet1|Product ID|Update the Product ID}}
+{{bullet1|Order Date|Update the Order date}}
+{{bullet1|Received Date|Upldate the receive date}}
+{{bullet1|Cost Center|Update the cost center}}
+{{bullet1|Acq. Method|Update the method of how the asset was acquired}}
+{{bullet1|Warranty Start|Update the start of the warranty date}}
+{{bullet1|Warranty Expires|Update the warranty expiry date}}
+{{bullet1|Supported By|Update who supports this asset}}
+{{bullet1|Maintenance Notice Period|Update the notice period for Maintenance contract renewal}}
+{{bullet1|Maintenance Termination Period|Update the termination period for the asset}}
+{{bullet1|Annual Maintenance Review Date|Update the annual maintenance review date}}
+{{bullet1|Scheduled Retired Date|Update the date that the asset set to retire on}}
+{{bullet1|Actual Retired Date|Update the date that the asset was retired on}}
+{{bullet1|Disposal Reason|Update why the asset was disposed of}}
+{{bullet1|Disposal Price|Update how much it cost to dispose of the asset}}
+{{bullet1|Disposal Code|Update the disposal code}}
+{{bullet1|Beneficiary|Update who the beneficiary of the asset is}}
+{{bullet1|Depreciation Method|Update the depreciation method}}
+{{bullet1|Depreciation Start Date|Update when the asset cost starts deprecating }}
+{{bullet1|Depreciation Value|Update the current depreciation value}}
+{{bullet1|Residual Value|Update the residual value}}
+}}
-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.
+{{BPMAutomation|Update_Telecoms_Assets_-_Additional_Properties|Update Telecoms Assets - Additional Properties|
+[[File:Update_Telecoms_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Update_Telecoms_Assets_-_Additional_Properties.png]]|
+Update the Additional Properties attributes of assets belonging to the Telecoms class that are associated to the request|
+{{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''}}
+}}
-[[File:Customer_Details.png|600px]]
+{{BPMAutomation|Update_Telecoms_Assets_-_General_Information|Update Telecoms Assets - General Information|
-</div>
+[[File:Update_Telecoms_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/e/e7/Update_Telecoms_Assets_-_General_Information.png]]|
-</div>
+Update the General Information attributes of assets belonging to the Telecoms class that are associated to the request|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+{{bullet1|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
+{{bullet1|State|Update the state of the assets.  Options include active, current, and archived}}
+{{bullet1|Sub State|Update the sub state of the asset}}
+{{bullet1|Company|Update the company that the assets should be associated to}}
+{{bullet1|Name|Update the name of the assets}}
+{{bullet1|Notes|Upldate the notes for the assets}}
+{{bullet1|Owned By|Update the owner of the assets}}
+{{bullet1|Used By|Update who uses the assets}}
+{{bullet1|Department|Update the department that the asset is associated to}}
+{{bullet1|Description|Update the asset description}}
+{{bullet1|Booking|Update if the asset is available for booking}}
+{{bullet1|Purpose|Update the purpose of the assets}}
+{{bullet1|Last Audited Date|Update the last audit date for the assets}}
+{{bullet1|Location Type|Update the type of location where the asset is}}
+{{bullet1|Location|Update the Location of the assets}}
+{{bullet1|Country|Update the country where the asset is located}}
+{{bullet1|Building|Update the building where the asset is located}}
+{{bullet1|Room|Update the room where the asset is}}
+{{bullet1|Rack|Update the rack where the asset is located}}
+{{bullet1|U Height|Update the U height location in the rack}}
+{{bullet1|U Position|Update the U position of the asset in the rack}}
+{{bullet1|Site|Update the site where the asset is located}}
+{{bullet1|Floor|Update the Floor where the asset is located}}
+{{bullet1|Geo Location|Update the Geo-location where the asset is located}}
+{{bullet1|Static|Update if the asset is a static or not}}
+{{bullet1|Cost|Update the cost of the asset}}
+{{bullet1|Asset Tag|Update the Asset Tag}}
+{{bullet1|Order Number|Update the Order number}}
+{{bullet1|Invoice Number|Update the Invoice number}}
+{{bullet1|Maintenance Cost|Update how much the annual maintenance cost of the asset is}}
+{{bullet1|Maintenance Reference|Update the Reference to the maintenance contract}}
+{{bullet1|Supplier ID|Update the ID of the asset supplier}}
+{{bullet1|Supplier Contract|Update the name of the Supplier Contract associated to the asset}}
+{{bullet1|Product ID|Update the Product ID}}
+{{bullet1|Order Date|Update the Order date}}
+{{bullet1|Received Date|Upldate the receive date}}
+{{bullet1|Cost Center|Update the cost center}}
+{{bullet1|Acq. Method|Update the method of how the asset was acquired}}
+{{bullet1|Warranty Start|Update the start of the warranty date}}
+{{bullet1|Warranty Expires|Update the warranty expiry date}}
+{{bullet1|Supported By|Update who supports this asset}}
+{{bullet1|Maintenance Notice Period|Update the notice period for Maintenance contract renewal}}
+{{bullet1|Maintenance Termination Period|Update the termination period for the asset}}
+{{bullet1|Annual Maintenance Review Date|Update the annual maintenance review date}}
+{{bullet1|Scheduled Retired Date|Update the date that the asset set to retire on}}
+{{bullet1|Actual Retired Date|Update the date that the asset was retired on}}
+{{bullet1|Disposal Reason|Update why the asset was disposed of}}
+{{bullet1|Disposal Price|Update how much it cost to dispose of the asset}}
+{{bullet1|Disposal Code|Update the disposal code}}
+{{bullet1|Beneficiary|Update who the beneficiary of the asset is}}
+{{bullet1|Depreciation Method|Update the depreciation method}}
+{{bullet1|Depreciation Start Date|Update when the asset cost starts deprecating }}
+{{bullet1|Depreciation Value|Update the current depreciation value}}
+{{bullet1|Residual Value|Update the residual value}}
+}}
-<!-- ******************************************************** Source Email Details ********************************************************************* -->
+====Assignment====
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+Use the Assignment node to automatically assign a request to different Service Manager users or teams.
-* Source Email Details
-<div class="mw-collapsible-content">
-::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.
+{{BPMAutomation|AssignToServiceTeam|Assign to Service Team|
+[[File:bpmassigntoserviceteam.png|thumb|link=https://wiki.hornbill.com/images/6/6e/Bpmassigntoserviceteam.png]]|
-[[File:Source_Email_Details.png|600px]]
+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.|
-</div>
+{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
-</div>
+{{bullet1|Use Request Service|Choose whether or not to use the service of the request. The default is No. If this parameter is set to Yes, it will override any other service specified as an input parameter}}
+{{bullet1|Service|The Service ID of the service which is supported by the team to be assigned to the request}}
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
+}}
-<!-- ******************************************************** Organisation Details ********************************************************************* -->
+{{BPMAutomation|AssignToTeam|Assign to Team|
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+[[File:bpmassigntoteam.png|thumb|link=link=https://wiki.hornbill.com/images/8/8a/Bpmassigntoteam.png|Assign to Team]]|
-* Organisation Details
+Use this option to assign the request to a specified team.  |
-<div class="mw-collapsible-content">
+{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
-::Requests > Get Request Information > Organisation Details
+{{bullet1|Team|Select a team from the list of available teams that have been defined under the Organizational Data in Administration}}
+{{bullet1|Team (From Variable)|Assign to a Team based on a variable that has been populated using Progressive Capture or through the Get Information nodes}}
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
+}}
-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.
+{{BPMAutomation|AssignToOwner|Assign to Owner|
+[[File:bpmassigntoowner.png|thumb|link=https://wiki.hornbill.com/images/e/e9/Bpmassigntoowner.png]]|
-:* 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.
+Use this option to assign the request to a specific Service Manager analyst.|
+{{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''.}}
-[[File:Org_Details.png|600px]]
+{{bullet1|Team|The Team ID to be applied to the request}}
-</div>
+{{bullet1|Owner|The user ID to be applied to the request}}
-</div>
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
+}}
-<!-- ******************************************************** Owner Details ********************************************************************* -->
+{{BPMAutomation|AssignTOwnerVariable|Assign to Owner (Variable)|
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+[[File:bpmassigntoownervariable.png|thumb|link=https://wiki.hornbill.com/images/e/e9/Bpmassigntoowner.png]]|
-<div id="GetRequestInfoOwner"></div>
+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|
-* Owner Details
+{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
-<div class="mw-collapsible-content">
+{{bullet1|Team|Select a team from the list of available teams that have been defined under the Organizational Data in Administration. If no team specified and if the designated owner is a member of multiple teams, the team that gets assigned will be the first team in a list of owner teams ordered by team name.}}
-<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+{{bullet1|Owner|Assign to an analyst based on a variable that has been populated using Progressive Capture or through the Get Information nodes}}
-::{|
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
-|- valign="top"
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
-|style="width:700px"|
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
-[[File:getrequestownerbpm.png|thumb|link=https://wiki.hornbill.com/images/8/8b/Getrequestownerbpm.png|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'''
+{{BPMAutomation|AssignToRequestCreator|Assign to Request Creator|
-:: 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''.
+[[File:bpmassigntorequestcreator.png|thumb|link=https://wiki.hornbill.com/images/7/7c/Bpmassigntorequestcreator.png]]|
-<br>
+Use this option to automatically assign the request to the Service Manager analyst who created / raised the request via Progressive Capture|
-<br>
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''.}}
-The Variables that are available after this operation has been used include the following:
+{{bullet1|Team|The Team ID to be applied to the request}}
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
+}}
-{|
+{{BPMAutomation|AssignToMostAvailableAnalyst|Assign to Most Available Analyst|
-|- valign="top"
+[[File:bpmassigntomostavailable.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Bpmassigntomostavailable.png]]|
-|style="width:300px"|
+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.
-* First Name
+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|
-* Last Name
+{{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''.}}
-* Job Title
+{{bullet1|Team|Select the team that you would like to participate in the Round Robin Assignment.  This is a mandatory setting and must be set to Manual and have a team assigned.}}
-* Site
+{{bullet1|Include Offline Users|This takes into account if the user is logged into Hornbill and have an active session. The default behavior (Auto) is to include offline users.  Set this option to ''No'' if you don't want requests assigned to users that are not online. If all the team members are off-line, the request will be assigned to just the team. In order for this to work effectively when taking into account users logged in status, users will need to be disciplined in logging off Hornbill. Simply closing the browser window does not end a users session(s). We would also strongly recommend that you disable the allow multi-logon option on your instance, otherwise taking into consideration a users Logged On status will be unreliable.}}
-* Manager
+{{bullet1|Exclude On-hold Requests|If set to "Yes", when determining a user's availability, any requests that are on-hold will not be included when calculating availability. The default value is "No"}}
-* Primary Email Address
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
-* Primary Phone Number
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
-* Mobile Phone Number
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
-* Interests
+}}
-* Personal Interests
-* Qualifications
-* Skills
-* Gender
-* Religion
-* Nationality
-* Country
-* Language
-|style="width:300px"|
-* 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
-|style="width:300px"|
-* 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
-|}
+{{BPMAutomation|RoundRobin|Assign on Round Robin Basis|
+[[File:bpmroundrobin.png|thumb|link=https://wiki.hornbill.com/images/4/41/Bpmroundrobin.png|Round Robin BPM Operation]]|
+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.|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+{{bullet1|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}}
+{{bullet1|Include Offline Users|This takes into account if the user is logged into Hornbill and have an active session. The default behavior (Auto) is to include offline users.  Set this option to ''No'' if you don't want requests assigned to users that are not online. In order for Round Robin to work effectively when taking into account users login status, 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. We would also strongly recommend that you disable the allow multi-logon option on your instance, otherwise taking into consideration a users Logged On status will be unreliable.}}
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
+}}
-|}
+==== Authorisation Decision ====
-</div>
+Use the Authorisation Decision node to mark on a Change or Service Request form if an authorization decision has been made.
-</div>
+{{BPMAutomation|Approved|Approved|
-</div>
+[[File:bpmapproved.png|thumb|link=https://wiki.hornbill.com/images/5/56/Bpmapproved.png]]|
+Use this Authorisation Decision node to mark on a Change or Service Request as being approved. The status of ''Approved'' will be displayed in the Information panel on the request.|
-<!-- ******************************************************** Request Details ********************************************************************* -->
+{{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''}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
-<div id="GetRequestInfoRequestDetails"></div>
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
-* Request Details
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
-<div class="mw-collapsible-content">
+}}
-<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+{{BPMAutomation|Rejected|Rejected|
-::{|
+[[File:bpmrejected.png|thumb|link=https://wiki.hornbill.com/images/d/d5/Bpmrejected.png]]|
-|- valign="top"
+Use this Authorization Decision node to mark on a Change or Service Request as being rejected. The status of ''Rejected'' will be displayed in the Information panel on the request.|
-|style="width:700px"|
+{{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''}}
-[[File:getrequestdetailsbpm.png|thumb|link=https://wiki.hornbill.com/images/b/bb/Getrequestdetailsbpm.png|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.
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
-:* '''Request Id'''
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
-:: This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''.
+}}
-<br>
+{{BPMAutomation|Clear|Clear|
-<br>
+[[File:bpmclearauthorization.png|thumb|link=https://wiki.hornbill.com/images/2/21/Bpmclearauthorization.png]]|
-The Variables that are available after this operation has been used include the following:
+Use this Authorization Decision node to clear a previous authorization decision that was added to the request. Once cleared, the authorization decision will no longer show in the Information Panel.|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
+}}
-{|
-|- valign="top"
-|style="width:300px"|
-* 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
-|style="width:300px"|
-* 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
-|style="width:300px"|
-* 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
-|}
+====Collaboration====
-|}
+Use the Collaboration node to post an automated update onto a public workspace at any stage in a process.  This will be visible to members of the specified workspace, on the timeline of the workspace and their News Feeds.
-</div>
-</div>
-</div>
-<!-- ****************************************************** Progressive Capture Answers ******************************************************* -->
+{{BPMAutomation|CommentOnPost|Comment on Existing Public Workspace Post|
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+[[File:bpmcommentonpost.png|thumb|link=https://wiki.hornbill.com/images/d/d3/Bpmcommentonpost.png]]|
-* Progressive Capture Answers
+Use this node to automate the adding of a comment to an existing Post in a workspace. It will always look to add the comment to the most recent post from the request in the workspace. An example use case for this node, is to include the Comment Update after key milestones such as Logged, In progress, Resolved, Closed or Change Accepted, Scheduled, Implemented, Reviewed.  This will allow members of the workspace to stay informed about request progress without the need to monitor lists or queues. This node will only be applicable if the '''Post to Public Workspace''' Node has been used and a Post already exists from the request in a Workspace.|
-<div class="mw-collapsible-content">
+{{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''}}
-::Requests > Get Request Information > Progressive Capture Answers
+{{bullet1|Workspace|The ID of the workspace where the comment will be posted}}
+{{bullet1|Content|The content of the comment to be added to the post}}
+{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
+}}
+{{BPMAutomation|CommentOnRequestSourcePost|Comment on Request Source Post|
+[[File:bpmcommentonsourcepost.png|thumb|link=https://wiki.hornbill.com/images/8/88/Bpmcommentonsourcepost.png]]|
+Use this option when the source of the request is from a post in order to post a comment back to this source post.|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+{{bullet1|Content|The content of the comment to be added to the post}}
+{{bullet1|Include Id|Include the Request Id in the comment which will include a link in the comment, back to the request}}
+{{bullet1|Include Summary|Include the Summary of the request in the comment as part of the link back to the request}}
+{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
+}}
+{{BPMAutomation|PostToPublicWorkspace|Post to Public Workspace|
+[[File:bpmposttoworkspace.png|thumb|link=https://wiki.hornbill.com/images/3/38/Bpmposttoworkspace.png]]|
+Use this node to add a new post to a specific workspace. This will allow you to post important information to Collaboration users pertaining to the request.
-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.
+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. |
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+{{bullet1|Workspace|The ID of the workspace where the comment will be posted}}
+{{bullet1|Content|The content of the comment to be added to the post}}
+{{bullet1|Include Id|Include the Request Id in the comment which will include a link in the comment, back to the request}}
+{{bullet1|Include Summary|Include the Summary of the request in the comment as part of the link back to the request}}
+{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
+}}
-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.
-[[File:Progressive_Capture_Answers.png|600px]]
-</div>
-</div>
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+====Email Notifications====
-* Service Details
+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.
-<div class="mw-collapsible-content">
-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
+{{BPMAutomation|EmailContact|Email Contact|
-:* Feedback Enabled
+[[File:bpmemailcontact.png|thumb|link=https://wiki.hornbill.com/images/6/68/Bpmemailcontact.png]]|
-:* Portal Visibility
+Use this node to send an email to a contact that has a contact record stored in Hornbill|
-:* Portfolio Status
-:* Service Category
-:* Service Name
-:* Service Owner ID
-:* Service Owner Name
-:* Status
-[[File:bp_get_info_service.png|600px]]
-</div>
-</div>
-<!-- ******************************************************** Site Details ********************************************************************* -->
+{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{bullet1|Contact|Select a contact from the searchable pick list. Only contacts that have records stored in Hornbill will be available}}
-<div id="GetRequestInfoRequestDetails"></div>
+{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}
-* Site Details
+{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}
-<div class="mw-collapsible-content">
+{{bullet1|Mailbox Name|Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under}}
-<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+{{bullet1|Email From|Select the email address that you want listed as the sender.}}
-::{|
+{{bullet1|Email Template Entity|Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as ''Auto'' to use the default ''Request'' entity.}}
-|- valign="top"
+{{bullet1|Email Template|Select the email template that you want to use for this email}}
-|style="width:700px"|
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
-[[File:getrequestsitebpm.png|thumb|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.
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
+}}
-:* '''Request Id'''
+{{BPMAutomation|EmailCoworker|Email Co-worker|
-:: 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''.
+[[File:bpmemailcoworker.png|thumb|link=https://wiki.hornbill.com/images/b/b3/Bpmemailcoworker.png]]|
-<br>
+Use this node to send an email to a Co-worker that has a user account in Hornbill|
-<br>
+{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
-The Variables that are available after this operation has been used include the following:
+{{bullet1|Co-worker|Select a Co-worker from the searchable pick list. Only Co-workers that have accounts in Hornbill will be available}}
+{{bullet1|Co-worker (From Variable)|Set a Co-worker from a variable}}
+{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}
+{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}
+{{bullet1|Mailbox Name|Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under}}
+{{bullet1|Email From|Select the email address that you want listed as the sender.}}
+{{bullet1|Email Template Entity|Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as ''Auto'' to use the default ''Request'' entity.}}
+{{bullet1|Email Template|Select the email template that you want to use for this email}}
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
+}}
-{|
+{{BPMAutomation|EmailCustomer|Email Customer|
-|- valign="top"
+[[File:bpmemailcustomer.png|thumb|link=https://wiki.hornbill.com/images/2/23/Bpmemailcustomer.png]]|
-|style="width:300px"|
+Use this node to send an email to the customer that is associated to the request|
-* Building
+{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
-* Country
+{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}
-* Company ID
+{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}
-* Company Name
+{{bullet1|Mailbox Name|Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under}}
-* Notes
+{{bullet1|Email From|Select the email address that you want listed as the sender.}}
-|style="width:300px"|
+{{bullet1|Email Template Entity|Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as ''Auto'' to use the default ''Request'' entity}}
-* Site Code
+{{bullet1|Email Template|Select the email template that you want to use for this email}}
-* Site ID
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
-* Site Name
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
-* Type
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
-|}
+}}
-|}
+{{BPMAutomation|EmailCustomerManager|Email Customer Manager|
-</div>
+[[File:bpmemailcustomermanager.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmemailcustomermanager.png]]|
-</div>
+Use this node to send an email to the Manager of the customer that is associated to the request|
-</div>
+{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
+{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}
+{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}
+{{bullet1|Mailbox Name|Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under}}
+{{bullet1|Email From|Select the email address that you want listed as the sender.}}
+{{bullet1|Email Template Entity|Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as ''Auto'' to use the default ''Request'' entity. }}
+{{bullet1|Email Template|Select the email template that you want to use for this email}}
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
+}}
+{{BPMAutomation|EmailExternalAddress|Email External Address|
+[[File:bpmemailexternal.png|thumb|link=https://wiki.hornbill.com/images/4/4a/Bpmemailexternal.png]]|
+Use this node to send an email to one or more email addresses that are not available within Hornbill|
+{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
+{{bullet1|External Addresses|Add one or more email addresses that are not held within Hornbill.  Multiple email address must be separated by a comma. '''Note:''' Please ensure there is no trailing comma. This will create an additional, empty, address which will cause an error.}}
+{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}
+{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}
+{{bullet1|Mailbox Name|Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under}}
+{{bullet1|Email From|Select the email address that you want listed as the sender.}}
+{{bullet1|Email Template Entity|Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as ''Auto'' to use the default ''Request'' entity.}}
+{{bullet1|Email Template|Select the email template that you want to use for this email}}
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
+}}
-<!-- ******************************************************** Team Details ********************************************************************* -->
+{{BPMAutomation|EmailOwner|Email Request Owner|
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+[[File:bpmemailowner.png|thumb|link=https://wiki.hornbill.com/images/e/ea/Bpmemailowner.png]]|
-<div id="GetTeamDetails"></div>
+Use this node to send an email to the owner of the request|
-* Team Details
+{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
-<div class="mw-collapsible-content">
+{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}
-<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}
-::{|
+{{bullet1|Mailbox Name|Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under}}
-|- valign="top"
+{{bullet1|Email From|Select the email address that you want listed as the sender.}}
-|style="width:700px"|
+{{bullet1|Email Template Entity|Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as ''Auto'' to use the default ''Request'' entity.}}
-[[File:getteamdetails.png|thumb|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.
+{{bullet1|Email Template|Select the email template that you want to use for this email}}
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
+}}
-:* '''Request Id'''
-:: This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''.
-<br>
-<br>
-The Variables that are available after this operation has been used include the following:
-{|
+====Get Request Information====
-|- valign="top"
+Use the Get Request Information node at any stage in a process and preceding another workflow node when you want to make the variables of the Request available.  Variables may include Customer, Status, Site, Priority, or any Answers to Customer defined questions from different Progressive capture forms or attributes of the customer or organisation of the request the business process is running against.
-|style="width:300px"|
-* Team (For Tasks)
-* Name
-* Notes
-* Manager ID
-* Team Leader ID
-* Attribute 1
-|style="width:300px"|
-* Attribute 2
-* Attribute 3
-* Attribute 4
-* Attribute 5
-* Attribute 6
-|}
-|}
+{{BPMAutomation|Category_Details|Catagory Details|
-</div>
+[[File:bpmgetcategorydetails.png|thumb|link=]]|
-</div>
+Use this automation to get information about the logging or closure categories. |
-</div>
+{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
+}}
-====Integration====
+{{BPMAutomation|Customer_Details|Customer Details|
+[[File:bpmgetcustomerdetails.png|thumb|link=https://wiki.hornbill.com/images/3/3a/Bpmgetcustomerdetails.png]]|
+Use this option at the start of a stage or preceding a task, authorisation, or decision node to load the Customer's organisations details (variables) into the stage, and to make them available to other node operations where you may wish to specify or refer to '''Variable''' values from the customer of the request.|
+{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
+}}
-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.
+{{BPMAutomation|Source_Email_Details|Source Email Details|
+[[File:bpmsourceemaildetails.png|thumb|link=https://wiki.hornbill.com/images/a/ad/Bpmsourceemaildetails.png]]|
+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.|
+{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
+}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|Organisation_Details|Organisation Details|
-* Create Jira Request
+[[File:bpmorganisationdetails.png|thumb|link=https://wiki.hornbill.com/images/1/1c/Bpmorganisationdetails.png]]|
-<div class="mw-collapsible-content">
+Use this option at the start of a stage or preceding a task, authorisation, or a decision node to load the Customer's Organisations details to make them available as variables to other node operations where you may wish to specify or refer to values from the customer's organisation associated to the request.|
-::Requests > Integration > Create Jira Request
+{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
-[[File:Creat_Jira_Request.png|600px]]
+}}
-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.
+{{BPMAutomation|GetRequestInfoOwner|Owner Details|
-*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.
+[[File:getrequestownerbpm.png|thumb|link=https://wiki.hornbill.com/images/8/8b/Getrequestownerbpm.png]]|
+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.|
+{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
+}}
-The following options need to be Configured:
+{{BPMAutomation|GetRequestInfoRequestDetails|Request Details|
+[[File:getrequestdetailsbpm.png|thumb|link=https://wiki.hornbill.com/images/b/bb/Getrequestdetailsbpm.png]]|
+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.|
+{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
+}}
-*'''Request id:''' Leave as Auto to pick up on the Request id against which the process is running.
+{{BPMAutomation|Progessive_Capture_Answers|Progressive Capture Answers|
-*'''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.
+[[File:bpmprogressivecaptureanswers.png|thumb|link=https://wiki.hornbill.com/images/d/d7/Bpmprogressivecaptureanswers.png]]|
+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.
-If selecting Yes, the following system settings will need to have been set and will be used:
+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.|
+{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
+}}
-:* '''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.
+{{BPMAutomation|Service_Details|Service Details|
-:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.userName''': The Username of the account in Jira which the new request will be created under.
+[[File:bpmservicedetails.png|thumb|link=https://wiki.hornbill.com/images/1/10/Bpmservicedetails.png]]|
-:* '''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.
+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.|
-:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.projectName''': The Parent Project to which the new request will belong.
+{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
-:* '''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
+{{BPMAutomation|GetRequestInfoRequestDetails|Site Details|
+[[File:getrequestsitebpm.png|thumb|link=https://wiki.hornbill.com/images/0/0a/Getrequestsitebpm.png]]|
+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.|
+{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
+}}
-*'''URL:'''  The full URL for the Jira instance against which the new request will be created.
+{{BPMAutomation|GetTeamDetails|Team Details|
-*'''Project Name:''' The Parent Project to which the new request will belong.
+[[File:getteamdetails.png|thumb|link=https://wiki.hornbill.com/images/a/a2/Getteamdetails.png]]|
-*'''Issue Type:''' This is the Jira Issue type which will be created - Bug, Improvement, New Feature, Task or custom created on your Jira instance.
+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.|
-*'''Username:''' The Username of the account in Jira which the new request will be created under.
+{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
-*'''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.
+====Integration====
-*'''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)
+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.
-[[File:Jira_Create.png|600px]]
-</div>
-</div>
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-* Add Jira Request Comment
+* Create Jira Request
 <div class="mw-collapsible-content">
-::Requests > Integration > Add Jira Request Comment
+::Requests > Integration > Create Jira Request
-[[File:Add_Jira_Comment.png|600px]]
+[[File:Creat_Jira_Request.png|600px]]
-Add a comment to an existing Jira request.
+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 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.
+*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:
@@ Line 1,182: / Line 1,771: @@
 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.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.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.userName''': The Username of the account in Jira which the new request 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.
+:* '''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.
-*'''Username:''' The Username of the account in Jira which the new comment will be created under.
+*'''Project Name:''' The Parent Project to which the new request will belong.
-*'''Password:''' The Password for the user account in Jira which the new request comment will be added.
+*'''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 will also need to be configured manually.
+In either case the following can also 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 Request has been created in Jira, and for the update to contain a hyperlink to the newly created request in Jira (as shown below)
-*'''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)
+[[File:Jira_Create.png|600px]]
-[[File:Jira_Comment.png|600px]]
-This will add the Comment into the '''Comments''' tab of the Activity section on the Jira request as shown below.
-[[File:Jira_Comment_Jira.png|600px]]
 </div>
 </div>
-<!-- ******************************************************** START OF NEW REQUEST ********************************************** -->
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-<div id="integrationnewrequest"></div>
+* Add Jira Request Comment
-* Log New Service Request
 <div class="mw-collapsible-content">
-<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+::Requests > Integration > Add Jira Request Comment
-::{|
+[[File:Add_Jira_Comment.png|600px]]
-|- valign="top"
-|style="width:700px"|
+Add a comment to an existing Jira request.
-[[File:bpmintegrationrequest.png|thumb|link=https://wiki.hornbill.com/images/a/a6/Bpmintegrationrequest.png|Log New 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.
-==== Log New Service Request ====
-This node can be used by other Hornbill apps to raise requests within Service Manager.
+The following options need to be Configured:
-==== Options ====
-:* ''' Summary'''
+*'''Request id:''' Leave as Auto to pick up on the Request id against which the process is running.
-:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
+*'''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.
-:* ''' Description'''
-:: To add a description to the new request, set to ''Manual'' and provide the required text for the description
+If selecting Yes, the following system settings will need to have been set and will be used:
-:* ''' Service '''
-:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list
+:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.userName''': The Username of the account in Jira which the new comment will be created under.
-:* ''' Catalog Item '''
+:* '''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.
-:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item
+:* '''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.
-:* ''' Priority '''
-:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list
+If selecting No the following options will need to be manually set
-:* ''' Category '''
-:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.
+*'''URL:'''  The full URL for the Jira instance against which the new request will be created.
-:* ''' Team '''
+*'''Username:''' The Username of the account in Jira which the new comment will be created under.
-:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list
+*'''Password:''' The Password for the user account in Jira which the new request comment will be added.
-:* ''' 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
+In either case the following will also need to be configured manually.
-:* ''' Site '''
-:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list
+*'''Comment:''' Configure the message content which will be added to the Jira Request
-:* ''' Status '''
+*'''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)
-:: To set the status on the new request, set to ''Manual'' and select a status from the pick list
+[[File:Jira_Comment.png|600px]]
-:* '''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''
+This will add the Comment into the '''Comments''' tab of the Activity section on the Jira request as shown below.
-:* ''' Manual Timeline Update '''
+[[File:Jira_Comment_Jira.png|600px]]
-:: 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.
-|}
-</div>
 </div>
 </div>
-<!-- **************************************END OF OPERATION DOCUMENTATION***************************************************** -->
-====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.
-<!-- ******************************* START OF RESOLVE LINKED REQUESTS ******************************************************** -->
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-* Resolve Linked Requests
+<div id="integrationnewrequest"></div>
+* Log New Service Request
 <div class="mw-collapsible-content">
 <div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
@@ Line 1,259: / Line 1,838: @@
 |- valign="top"
 |style="width:700px"|
-[[File:bpmresolvelinkedrequest.png|thumb|link=https://wiki.hornbill.com/images/1/19/Bpmresolvelinkedrequest.png|Resolve Linked Requests]]
+[[File:bpmintegrationrequest.png|thumb|link=https://wiki.hornbill.com/images/a/a6/Bpmintegrationrequest.png|Log New Request]]
+==== Log New Service Request ====
-==== Resolve Linked Requests ====
+This node can be used by other Hornbill apps to raise requests within Service Manager.
-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'''
+:* ''' Summary'''
-:: This value is automatically applied.  Leave this setting as ''Auto''
+:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
-:* '''Request Type'''
+:* ''' Description'''
-:: When set, only the request type that is selected will be resolved.  When not set, all linked requests will be resolved
+:: To add a description to the new request, set to ''Manual'' and provide the required text for the description
-:* '''Status'''
+:* ''' Service '''
-:: Select the status that you wish to set the linked requests to.  Either '''Resolve''' or '''Close'''
+:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list
-:* '''Visibility'''
+:* ''' Catalog Item '''
-:: 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.
+:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item
-:* '''System Timeline Update'''
+:* ''' Priority '''
-::Select if the default system text will be added to the timeline for this action
+:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list
-:* '''Manual Timeline Update'''
+:* ''' Category '''
-::Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
+:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.
-:* '''Stop Timers'''
+:* ''' Team '''
-:: If there are Service Level Target Timers (Response or Resolution) on the linked request, these timers will be stopped and the Target marked
+:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list
-:* '''Notify Owner'''
+:* ''' Owner '''
-:: Notify the owner of any linked request when resolved.  The type of notification will be based on the Service Manager application settings
+:: 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
-::: '''guest.app.requests.notification.notificationType.teamLinkedRequestResolveAction'''
+:* ''' Site '''
-::: '''guest.app.requests.notification.notificationType.teamLinkedRequestResolveAction'''
+:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list
-:* '''Email Customer'''
+:* ''' Status '''
-:: Send an email to Customer of the linked requests. Requires that the Mailbox Name and Email Template are selected
+:: To set the status on the new request, set to ''Manual'' and select a status from the pick list
-:* '''Mailbox Name'''
+:* '''System Timeline Update'''
-:: Name of the mailbox from which to send a customer email when the Email Customer option is set to ''Yes''
+:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''
-:* '''Email Template'''
+:* ''' Manual Timeline Update '''
-:: Name of the Email Template to use when the Email Customer option is set to ''Yes''
+:: 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.
 |}
 </div>
@@ Line 1,294: / Line 1,873: @@
 </div>
-<!-- **************************************START OF UPDATE LINKED REQUESTS***************************************************** -->
+====Linked Requests====
+Use the Linked Requests node to automatically post updates and resolve linked Requests.  Linked requests are those that have been linked using the Link Action Item on a request form.
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-* Update Linked Requests
+* Resolve Linked Requests
 <div class="mw-collapsible-content">
 <div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
@@ Line 1,302: / Line 1,885: @@
 |- valign="top"
 |style="width:700px"|
-[[File:bpmupdatelinkedrequests.png|thumb|link=https://wiki.hornbill.com/images/6/64/Bpmupdatelinkedrequests.png|Update Linked Requests]]
+[[File:bpmresolvelinkedrequest.png|thumb|link=https://wiki.hornbill.com/images/1/19/Bpmresolvelinkedrequest.png|Resolve Linked Requests]]
-==== Update Linked Requests ====
+==== Resolve 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.
+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''
-:* '''Content'''
+:* '''Request Type'''
-:: Provide the text that you would like to include in the update
+:: 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'''
-:* 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.
+:: 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 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
+::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
+::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''
 |}
 </div>
 </div>
 </div>
-<!-- **************************************END OF OPERATION***************************************************** -->
-==== Log Requests ====
-Use the Log Request to automatically raise another request at a particular point in the workflow.
-<!-- ****************************************************** START OF OPERATION ***********************************************************  -->
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-<div id="LogNewChange"></div>
+* Update Linked Requests
-* Log New Change
 <div class="mw-collapsible-content">
 <div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
@@ Line 1,339: / Line 1,927: @@
 |- valign="top"
 |style="width:700px"|
-[[File:bpmlognewchange.png|thumb|link=https://wiki.hornbill.com/images/d/da/Bpmlognewchange.png|Log New Change]]
+[[File:bpmupdatelinkedrequests.png|thumb|link=https://wiki.hornbill.com/images/6/64/Bpmupdatelinkedrequests.png|Update Linked Requests]]
-:* '''Request ID'''
-:: This is an automatic option and should be set to ''Auto''
+==== Update Linked Requests ====
-:* ''' Summary'''
+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.
-:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
-:* ''' Description'''
+==== Options ====
-:: To add a description to the new request, set to ''Manual'' and provide the required text for the description
+:* '''Request ID'''
-:* ''' Service '''
+:: This value is automatically applied.  Leave this setting as ''Auto''
-:: 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.
+:* '''Content'''
-:* ''' Catalog Item '''
+:: Provide the text that you would like to include in the update
-:: 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.
+:* '''Visibility'''
-:* ''' Priority '''
+:* 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.
-:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list
+:* '''Request Type'''
-:* ''' Category '''
+:: Select a specific request type where only the linked requests of this type will be updated
-:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.
+:* '''Update Closed Requests'''
-:* ''' Team '''
+:: Set if the update should also be applied to any linked requests which have a closed status.
-:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list
+:* '''System Timeline Update'''
-:* ''' Owner '''
+:: Select if the default system text will be added to the timeline for this action
-:: 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
+:* '''Manual Timeline Update'''
-:* ''' Site '''
+:: Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
-:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list
+|}
-:* ''' Status '''
+</div>
-:: To set the status on the new request, set to ''Manual'' and select a status from the pick list
+</div>
-:* ''' Copy Customer? '''
+</div>
-:: 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? '''
+==== Log Requests ====
-:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''
+Use the Log Request to automatically raise another request at a particular point in the workflow.
-:* ''' Copy Service? '''
-:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''
+<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-:* ''' Copy Priority? '''
+<div id="LogNewChange"></div>
-:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''
+* Log New Change
-:* ''' Copy Category? '''
+<div class="mw-collapsible-content">
-:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''
+<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
-:* ''' Copy Team? '''
+::{|
-:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''
+|- valign="top"
-:* ''' Copy Owner? '''
+|style="width:700px"|
-:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''
+[[File:bpmlognewchange.png|thumb|link=https://wiki.hornbill.com/images/d/da/Bpmlognewchange.png|Log New Change]]
-:* ''' Copy Site? '''
+:* '''Request ID'''
-:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''
+:: This is an automatic option and should be set to ''Auto''
-:* ''' Copy Status? '''
+:* ''' Summary'''
-:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
+:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
-:* ''' System Timeline Update '''
+:* ''' Description'''
-:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''
+:: To add a description to the new request, set to ''Manual'' and provide the required text for the description
-:* ''' Manual Timeline Update '''
+{{bullet1|Customer (Co-worker)|The ID of the Customer to assign to the request}}
-:: 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.
+{{bullet1|Customer (Contact)| The ID of the Contact to assign to the request}}
-:* ''' Visibility'''
-:: Set the Visibility of the Timeline Entry if one is provided.
-|}
-</div>
-</div>
-</div>
-<!-- ****************************************************** START OF OPERATION ***********************************************************  -->
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-<div id="LogNewIncident"></div>
-* Log New Incident
-<div class="mw-collapsible-content">
-<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
-::{|
-|- valign="top"
-|style="width:700px"|
-[[File:lognewincident.png|thumb|link=https://wiki.hornbill.com/images/6/65/Lognewincident.png|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.
@@ Line 1,417: / Line 1,982: @@
 :* ''' Category '''
 :: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.
+:* ''' Change Type'''
+:: To set a Change Type, set to ''Manual'' and select the change type from the pick list
 :* ''' Team '''
 :: To add a Team to the new request, set to ''Manual'' and select a team from the pick list
@@ Line 1,445: / Line 2,012: @@
 :* ''' Copy Status? '''
 :: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
+:* ''' Copy Questions? '''
+:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''
+{{Bullet1|Copy Assets|Copy the assets that are associated to the original 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''
@@ Line 1,455: / Line 2,025: @@
 </div>
 </div>
-<!-- ****************************************************** START OF OPERATION *********************************************************** -->
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-<div id="LogNewKnownError"></div>
+<div id="LogNewIncident"></div>
-* Log New Known Error
+* Log New Incident
 <div class="mw-collapsible-content">
 <div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
@@ Line 1,464: / Line 2,034: @@
 |- valign="top"
 |style="width:700px"|
-[[File:bmplognewke.png|thumb|link=https://wiki.hornbill.com/images/f/ff/Bmplognewke.png|Log New Known Error]]
+[[File:lognewincident.png|thumb|link=https://wiki.hornbill.com/images/6/65/Lognewincident.png|Log New Incident]]
 :* '''Request ID'''
 :: This is an automatic options and should be set to ''Auto''
@@ Line 1,471: / Line 2,041: @@
 :* ''' Description'''
 :: To add a description to the new request, set to ''Manual'' and provide the required text for the description
+{{bullet1|Customer (Co-worker)|The ID of the Customer to assign to the request}}
+{{bullet1|Customer (Contact)| The ID of the Contact to assign to the request}}
 :* ''' 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.
@@ Line 1,507: / Line 2,079: @@
 :* ''' Copy Status? '''
 :: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
+:* ''' Copy Questions? '''
+:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''
+{{Bullet1|Copy Assets|Copy the assets that are associated to the original 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''
@@ Line 1,518: / Line 2,093: @@
 </div>
-<!-- ****************************************************** START OF OPERATION *********************************************************** -->
+{{BPMAutomation|LogNewKnownError|Log New Known Error|
+[[File:Log_New_Known_Error.png|thumb|link=https://wiki.hornbill.com/images/c/c6/Log_New_Known_Error.png]]|
+Use this Hornbill Automation to create a new Known Error Record|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
+{{bullet1|Summary|To add a summary to the new known error, set to ''Manual'' and provide the required text for the summary}}
+{{bullet1|Description|To add a description to the new known error, set to ''Manual'' and provide the required text for the description}}
+{{bullet1|Service|To add a Service to the new known error, 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 known error on the Service Configuration will be used on the new request.}}
+{{bullet1|Catalog Item|To add a Catalog Item to the new known error, 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 known error.}}
+{{bullet1|Priority|To add a Priority to the new known error, set to ''Manual'' and select a Priority from the pick list}}
+{{bullet1|Category|To add a Request Category to the new known error, set to ''Manual'' and click on the edit button to open the Category selector.}}
+{{bullet1|Team|To add a Team to the new know error, set to ''Manual'' and select a team from the pick list}}
+{{bullet1|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}}
+{{bullet1|Site|To add a Site to the new know error, set to ''Manual'' and select a Site from the pick list}}
+{{bullet1|Status|To set the status on the new request, set to ''Manual'' and select a status from the pick list}}
+{{bullet1|Root Cause|To add a root cause to the known error, set to ''Manual'' and provide the root cause text or set using a variable}}
+{{bullet1|Workaround|To add a workaround to the known error, set to ''Manual'' and provide the workaround text or set using a variable}}
+{{bullet1|Copy Customer?|To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''}}
+{{bullet1|Copy Summary?|To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''}}
+{{bullet1|Copy Description?|To use the same Description as the originating request, set to ''Manual'' and select ''Yes''}}
+{{bullet1|Copy Service?|To use the same Service as the originating request, set to ''Manual'' and select ''Yes''}}
+{{bullet1|Copy Priority?|To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''}}
+{{bullet1|Copy Category?|To use the same Category as the originating request, set to ''Manual'' and select ''Yes''}}
+{{bullet1|Copy Team?|To use the same Team as the originating request, set to ''Manual'' and select ''Yes''}}
+{{bullet1|Copy Owner? |To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''}}
+{{bullet1|Copy Site?|To use the same Site as the originating request, set to ''Manual'' and select ''Yes''}}
+{{bullet1|Copy Status?|To use the same Status as the originating request, set to ''Manual'' and select ''Yes''}}
+{{bullet1|Copy Questions?|To use the same answers to the questions section from the originating request, set to ''Manual'' and select ''Yes''}}
+{{bullet1|Copy Root Cause?|To use the same Root Cause as the originating problem record, set to ''Manual'' and select ''Yes''}}
+{{bullet1|Copy Workaround?|To use the same Workaround as the originating problem record, set to ''Manual'' and select ''Yes''}}
+{{Bullet1|Copy Assets|Copy the assets that are associated to the original request. Set to ''Manual'' and select ''Yes''}}
+{{bullet1|System Timeline Update|To include a Timeline entry in the new known error to record the raising of the new request, set to ''Manual'' and select ''Yes''}}
+{{bullet1|Manual Timeline Update |To provide a unique Timeline Update in the new known error, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.}}
+{{bullet1|Visibility|Set the Visibility of the Timeline Entry if one is provided.}}
+}}
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 <div id="LogNewProblem"></div>
@@ Line 1,570: / Line 2,179: @@
 :* ''' Copy Status? '''
 :: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
+:* ''' Copy Questions? '''
+:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''
+{{Bullet1|Copy Assets|Copy the assets that are associated to the original 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''
@@ Line 1,581: / Line 2,193: @@
 </div>
-<!-- ****************************************************** START OF OPERATION *********************************************************** -->
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 <div id="LogNewRelease"></div>
@@ Line 1,605: / Line 2,216: @@
 :* ''' Category '''
 :: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.
+{{Bullet1|Release Type|Set the Release Type for this Release. The options are driven from the 'releaseRequestType' Simple List.}}
 :* ''' Team '''
 :: To add a Team to the new request, set to ''Manual'' and select a team from the pick list
@@ Line 1,633: / Line 2,245: @@
 :* ''' Copy Status? '''
 :: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
+:* ''' Copy Questions? '''
+:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''
+{{Bullet1|Copy Assets|Copy the assets that are associated to the original 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''
@@ Line 1,644: / Line 2,259: @@
 </div>
-<!-- ****************************************************** START OF OPERATION *********************************************************** -->
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 <div id="LogNewRequest"></div>
@@ Line 1,660: / Line 2,274: @@
 :* ''' Description'''
 :: To add a description to the new request, set to ''Manual'' and provide the required text for the description
+{{bullet1|Customer (Co-worker)|The ID of the Customer to assign to the request}}
+{{bullet1|Customer (Contact)| The ID of the Contact to assign to the request}}
 :* ''' 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.
@@ Line 1,696: / Line 2,312: @@
 :* ''' Copy Status? '''
 :: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
+:* ''' Copy Questions? '''
+:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''
+{{Bullet1|Copy Assets|Copy the assets that are associated to the original 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''
@@ Line 1,710: / Line 2,329: @@
 {{infobox|Using these options in your business processes, please be aware of where you are invoking them / placing them in the workflow, and  in turn which business processes are going to be invoked against the new Incident or Service Request raised.  Please avoid scenario's where one business process may invoke the logging of a new request, where the new request's business process immediately is configured to log a new request which again has a business process which again logs another request immediately creating a loop. The result of which may be a lot of unwanted requests.  In the event this occurs, disable the causing business process and resolve the issue.}}
-====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.
+=== Questions ===
+{{BPMAutomation|Delete_Questions|Delete Questions|
+[[File:bpmdeletequestions.png|thumb|link=https://wiki.hornbill.com/images/2/26/Bpmdeletequestions.png]]|
+This Hornbill Automation will delete the entire Questions section on a request.  This can be used to remove this information once it has performed its use and it no longer required.  |
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|Timeline Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
+}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-* Update Service Status
-<div class="mw-collapsible-content">
-:* '''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.
-[[File:Update_Request_Service_Status.png|centre|600px]]
-</div>
-</div>
-===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.
+===Request Service===
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+Use the Request Service node, if you wish to automate the availability status setting of the service associated to a request, or to automate adding related services of the request service to the request.
-* Await Expiry
-<div class="mw-collapsible-content">
-::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.
-[[File:Suspend_Await_Expiry.png|600px]]
-</div>
-</div>
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-* Wait for List of Request Authorisers
+* Add Related Services
 <div class="mw-collapsible-content">
-::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'')
+:* '''Request ID''' - This is an automatic option and should be set to ''Auto''
-:* '''Action Focus'''
+:* '''Relationship Type''' - Select which services to relate to the request, based on their relationship type to the request service.
-:: 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.
+:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action
-:* '''Authorization Type'''
+:* '''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
-:: 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.
+:* '''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 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
-:[[File:Information.png|14px|text-top|Information]] Once the authorisers have been submited the ''Auto Assign Authorisation'' BPM node is used to distribute the authorisation tasks.  The ''Auto Assign Authorisation'' BPM Node must follow the ''Wait for List of Request Authorisors'' BPM Node, either immediately after or later on in the workflow at the point when you want the authorisations to be sent out.
+[[File:update_related_services_bpm.png|centre|600px]]
-[[File:WaitforlistofApprovers.png|600px]]
 </div>
 </div>
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-* Wait for Request Closure
+* Update Service Status
 <div class="mw-collapsible-content">
-::Requests > Suspend > Wait for Request Closure
+:* '''Request ID''' - This is an automatic options and should be set to ''Auto''
+:* '''Status''' - Select the Status to set the Request Service's Availability too, or choose No Status if no Status is required to be displayed for the Service.
-[[File:Suspend_Wait_Close.png|600px]]
+:* '''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.
-</div>
+[[File:Update_Request_Service_Status.png|centre|600px]]
 </div>
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-* Wait for Request Closure Category
-<div class="mw-collapsible-content">
-::Requests > Suspend > Wait for Request Closure Category
-[[File:Closure_Category.png|600px]]
-</div>
-</div>
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+===Suspend===
-* Wait for Customer
-<div class="mw-collapsible-content">
-::Requests > Suspend > Wait for Customer
-[[File:at_requests_suspend_waitForCustomer.png|600px]]
+Use the Suspend nodes if you wish to suspend the progress of the workflow until a defined action is performed manually on the Request.  This could include waiting for a Priority to be set,  a Customer added, Ownership set or the Resolution defined.  Configuration options include the ability to specify the context (which Action Bar icon) the Request will appear in whilst waiting for the Suspend (manual action) to be performed.
-</div>
-</div>
-<!-- ************************************************************************************************************** -->
-<!-- *                                       Suspend and Wait for Feedback                                        * -->
-<!-- ************************************************************************************************************** -->
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-<div id="SuspendAndWaitForFeedback"></div>
-* Suspend and Wait for Feedback
-<div class="mw-collapsible-content">
-<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
-::{|
-|- valign="top"
-|style="width:700px"|
-[[File:bpmswaitforfeedback.png|thumb|link=https://wiki.hornbill.com/images/8/83/Bpmswaitforfeedback.png|Wait for Feedback]]
-====Suspend and Wait for Feedback ====
+{{BPMAutomation|Await_Expiry|Await Expiry|
-Use this node to suspend the workflow on the request until the customer has provided feedback
+[[File:bpmwaitforexpiry.png|thumb|link=https://wiki.hornbill.com/images/2/29/Bpmwaitforexpiry.png]]|
+Use this suspend node to suspend a Request's workflow until the expire period has been reached.|
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.  If you wish to use a date/time for expiry, set this option to "ignore" and set the'Expire Date/Time' option below instead.}}
+{{bullet1|Expiry Date/Time|This option determines when the node expires. A date/time value must be supplied (e.g. 2040-01-01T12:00:00Z) which can be injected from the Variable Picker. If the "expire period" option has been set, any value in this 'Expire Date/Time' option will be disregarded.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-====Options====
+{{BPMAutomation|Wait_for_Request_Authorisers|Wait for List of Request Authorisers|
-:* '''RequestID'''
+[[File:bpmwaitforlistofapprovers.png|thumb|link=https://wiki.hornbill.com/images/8/89/Bpmwaitforlistofapprovers.png]]|
-:: 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.
+Use this Hornbill Automation to present an Authorization Action on a request form that lets you manually assign authorisers at a particular point in the BPM Workflow.  Once all authorisers have been submitted, an authorisation task will be sent to all the selected users (''Requests > Suspend > List of Request Authorisers'')|
-:* '''Action Focus'''
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
-:: Sets the Action Item on a request that will be in focus. When using this suspend node.
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
-:* '''Expire Period'''
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
-:: 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.
+{{bullet1|Authorisation Type|There are three available Authorization Types.  ''Individual'' - Only one of the selected authorizers will be required to approve the authorization in order to proceed.  ''Majority'' - At least half of the selected authorizers will be required to approve the authorization in order to proceed.  ''Unanimous'' - All of the selected authorizers must approve the authorization in order to proceed.}}
-|}
+{{bullet1|Use Previous Authorisers|If a list of authorisers had previously been selected in a preceding authorisation, selecting 'Yes' will reuse this list of authorisers}}
-</div>
+{{bullet1|Service Owner|Selecting ''Yes'' will automatically include the owner of the service that the requests is raised against, to the list of authorizers}}
-</div>
+{{bullet1|Linked Services Owners|Selecting ''Yes'' will automatically include the owners of the services that are linked to the request, to the list of authorizers}}
-</div>
+{{bullet1|Linked Assets Owners|Selecting ''Yes'' will automatically include the owners of the assets that are linked to the request, to the list of authorizers}}
-<!-- ************************************************************************************************************** -->
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
-<!-- *                                Suspend and Wait for Request Description                                    * -->
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
-<!-- ************************************************************************************************************** -->
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
-* Wait for Request Description
-<div class="mw-collapsible-content">
-::Requests > Suspend > Wait for Request Description
-[[File:Suspend_Request_Description.png|600px]]
+:[[File:Information.png|14px|text-top|Information]] Once the authorisers have been submited the ''Auto Assign Authorisation'' BPM node is used to distribute the authorisation tasks.  The ''Auto Assign Authorisation'' BPM Node must follow the ''Wait for List of Request Authorisors'' BPM Node, either immediately after or later on in the workflow at the point when you want the authorisations to be sent out.
-</div>
+}}
-</div>
-<!-- *******************************START OF WAIT FOR REQUEST EMAIL OPERATION DOCUMENTATION *********************************** -->
+{{BPMAutomation|Wait_for_Attachment|Wait for Attachment|
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+[[File:bpmwaitforattachment.png|thumb|link=https://wiki.hornbill.com/images/6/67/Bpmwaitforattachment.png]]|
-<div id="waitForRequestEmail"></div>
+Use this Hornbill Automation to suspend a Request's workflow until an attachment has been added to the request|
-* Wait for Request Email
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
-<div class="mw-collapsible-content">
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
-<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
-::{|
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
-|- valign="top"
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
-|style="width:700px"|
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
-[[File:bpmwaitforrequestemail.png|thumb|link=https://wiki.hornbill.com/images/a/a1/Bpmwaitforrequestemail.png|Wait for Request Email]]
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-==== Wait for Request Email ====
+{{BPMAutomation|Wait_for_Request_Closure|Wait for Request Closure|
-Use this node to suspend the BPM Workflow and wait for an email to be sent from the request.
+[[File:bpmwaitforclosure.png|thumb|link=https://wiki.hornbill.com/images/0/0a/Bpmwaitforclosure.png]]|
+Use this Hornbill Automation to suspend a Request's workflow until the request has a status of ''closed''.|
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-==== Options ====
+{{BPMAutomation|Wait_for_Request_Closure_Category|Wait for Request Closure Category|
-:* '''RequestID'''
+[[File:bpmwaitforclosurecategory.png|thumb|link=https://wiki.hornbill.com/images/2/2b/Bpmwaitforclosurecategory.png]]|
-:: 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.
+Use this Hornbill Automation to suspend a Request's workflow until the Closure Category has been set.|
-:* '''Action Focus'''
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
-:: Sets the Action Item on a request that will be in focus. When using this suspend node.
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
-:* '''Expire Period'''
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
-:: 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.
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
-|}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
-</div>
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
-</div>
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
-</div>
+}}
-<!-- **************************************END OF OPERATION DOCUMENTATION***************************************************** -->
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|Wait_for_Customer|Wait for Customer|
-* Wait for External Reference
+[[File:bpmwaitforcustomer.png|thumb|link=https://wiki.hornbill.com/images/a/a2/Bpmwaitforcustomer.png]]|
-<div class="mw-collapsible-content">
+Use this Hornbill Automation to suspend a Request's workflow until the Customer has been set.|
-::Requests > Suspend > Wait for External Reference
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-[[File:Suspend_Request_External.png|600px]]
+{{BPMAutomation|SuspendAndWaitForFeedback|Wait for Feedback|
-</div>
+[[File:bpmswaitforfeedback.png|thumb|link=https://wiki.hornbill.com/images/8/83/Bpmswaitforfeedback.png]]|
-</div>
+Use this Hornbill Automation to suspend a Request's workflow until the Customer has provided feedback on the request.|
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|Wait_for_Request_Description|Wait for Request Description|
-* Wait for Linked Services
+[[File:bpmwaitfordescription.png|thumb|link=https://wiki.hornbill.com/images/a/ad/Bpmwaitfordescription.png]]|
-<div class="mw-collapsible-content">
+Use this Hornbill Automation to suspend a Request's workflow until a description has been provided on the request.|
-: Use this suspend option when a request needs to have a linked service added before the process can continue
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
-::Requests > Suspend > Wait for Linked Service
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-</div>
+{{BPMAutomation|Wait_for_Document|Wait for Document|
-</div>
+[[File:bpmwaitfordocument.png|thumb|link=]]|
+Use this Hornbill Automation to suspend a Request's workflow until a document from Document Manager has been linked to the request|
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-<!-- *******************************START OF OPERATION DOCUMENTATION******************************************************** -->
+{{BPMAutomation|waitForRequestEmail|Wait for Request Email|
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+[[File:bpmwaitforrequestemail.png|thumb|link=https://wiki.hornbill.com/images/a/a1/Bpmwaitforrequestemail.png]]|
-<div id="waitForLinkedRequestUpdate"></div>
+Use this Hornbill Automation to suspend a Request's workflow until an email has been sent from the request.|
-* Wait for Linked Request Update
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
-<div class="mw-collapsible-content">
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
-<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
-::{|
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
-|- valign="top"
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
-|style="width:700px"|
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
-[[File:bpmwaitforlinkedrequestupdate.png|thumb|link=https://wiki.hornbill.com/images/f/fc/Bpmwaitforlinkedrequestupdate.png|Wait for Linked Request Update]]
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-==== Wait for Linked Request Update ====
+{{BPMAutomation|Wait_for_External_Reference|Wait for External Reference|
-Use this node to suspend the BPM Workflow and wait for an update to be made on a linked request.
+[[File:bpmwaitforexternalreference.png|thumb|link=https://wiki.hornbill.com/images/9/9c/Bpmwaitforexternalreference.png]]|
+Use this Hornbill Automation to suspend a Request's workflow until an external reference has been provided.|
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-==== Options ====
+{{BPMAutomation|Wait_for_Impact_Assessment|Wait for Impact Assessment|
-:* '''RequestID'''
+[[File:bpmwaitforimpactassessment.png|thumb|link=https://wiki.hornbill.com/images/c/c9/Bpmwaitforimpactassessment.png]]|
-:: 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.
+Use this Hornbill Automation to suspend a Request's workflow until an Impact Assessment has been completed|
-:* '''Request Type'''
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
-:: This limits the suspend to only wait for updates from linked requests of the selected type
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
-:* '''Linked Request ID'''
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
-:: 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.
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
-:* '''Contains'''
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
-:: Include a string of text which will match the text within the linked request's timeline
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
-:* '''Expire Period'''
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
-:: 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.
+}}
-|}
-</div>
-</div>
-</div>
-<!-- **************************************END OF OPERATION DOCUMENTATION***************************************************** -->
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|Wait_for_Linked_Assets|Wait for Linked Assets|
-* Wait for Request Owner
+[[File:bpmwaitforlinkedassets.png|thumb|link=https://wiki.hornbill.com/images/d/df/Bpmwaitforlinkedassets.png]]|
-<div class="mw-collapsible-content">
+Use this Hornbill Automation to suspend a Request's workflow until one or more Assets have been linked to the request|
-:Use this suspend option when a request does not currently have an owner.
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
-::Requests > Suspend > Wait for Request Owner
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-[[File:at_requests_suspend_waitForRequestOwner.png| 600px]]
+{{BPMAutomation|waitForLinkedRequest|Wait for Linked Request|
-</div>
+[[File:bpmwaitforlinkedrequest.png|thumb|link=https://wiki.hornbill.com/images/5/51/Bpmwaitforlinkedrequest.png]]|
-</div>
+Use this Hornbill Automation to suspend a Request's workflow until a linked request has been added|
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Request Type|This limits the suspend to only wait for updates from linked requests of the selected type}}
+{{bullet1|Linked Request ID|This limits the suspend to only wait for updates from a linked request with provided Request ID.  This can use variables to automatically populate this information.}}
+{{bullet1|Contains|Include a string of text which will match the text within the linked request's timeline}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|waitForLinkedRequestsCompletion|Wait for Linked Requests Completion|
-* Wait for New Request Owner
+[[File:bpmwaitforlinkedrequestscompletion.png|thumb|link=https://wiki.hornbill.com/images/0/05/Bpmwaitforlinkedrequestscompletion.png]]|
-<div class="mw-collapsible-content">
+This automation suspends the workflow and waits for linked requests to be of a specified status before being allowed to continue.|
-:Use this suspend option when the request already has an owner, but it is in a state where it is waiting for a reassignment.
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
-::Requests > Suspend > Wait for New Request Owner
+{{bullet1|Resolved linked requests are completed|(Yes, No) "resolved" request status constitutes the completion of a linked request (Default: Yes).}}
+{{bullet1|Closed linked requests are completed|(Yes, No) "closed" request status constitutes the completion of a linked request (Default: Yes)}}
+{{bullet1|Cancelled linked requests are completed|(Yes, No) "cancelled" request status constitutes the completion of a linked request (Default: Yes)}}
+{{bullet1|Action Focus| This option determines the Action Tab that a Request will focus on while the process is suspended.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-[[File:Suspendwaitfornewowner.png| 600px]]
-</div>
-</div>
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|waitForLinkedRequestUpdate|Wait for Linked Request Update|
-* Wait for Request Off Hold
+[[File:bpmwaitforlinkedrequestupdate.png|thumb|link=https://wiki.hornbill.com/images/f/fc/Bpmwaitforlinkedrequestupdate.png]]|
-<div class="mw-collapsible-content">
+Use this Hornbill Automation to suspend a Request's workflow until an update has been made on a linked request.|
-::Requests > Suspend > Wait for Request Off Hold
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Request Type|This limits the suspend to only wait for updates from linked requests of the selected type}}
+{{bullet1|Linked Request ID|This limits the suspend to only wait for updates from a linked request with provided Request ID.  This can use variables to automatically populate this information.}}
+{{bullet1|Contains|Include a string of text which will match the text within the linked request's timeline}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-[[File:Suspend_wait_offhold.png|600px]]
+{{BPMAutomation|Wait_for_Linked_Services|Wait for Linked Services|
-</div>
+[[File:bpmwaitforlinkedservice.png|thumb|link=https://wiki.hornbill.com/images/6/61/Bpmwaitforlinkedservice.png]]|
-</div>
+Use this Hornbill Automation to suspend a Request's workflow until an external reference has been provided.|
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|Wait_for_New_Request_Owner|Wait for New Request Owner|
-* Wait for Request Priority
+[[File:bpmwaitfornewrequestowner.png|thumb|link=https://wiki.hornbill.com/images/5/54/Bpmwaitfornewrequestowner.png]]|
-<div class="mw-collapsible-content">
+Use this Hornbill Automation to suspend a Request's workflow until the ownership of the request has been changed from one owner to another.|
-::Requests > Suspend >  Wait for Request Priority
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-[[File:at_requests_suspend_waitForRequestPriority.png|600px]]
+{{BPMAutomation|Wait_for_Request_Off_Hold|Wait for Request Off Hold|
-</div>
+[[File:bpmwaitforoffhold.png|thumb|link=https://wiki.hornbill.com/images/3/3d/Bpmwaitforoffhold.png]]|
-</div>
+Use this Hornbill Automation to suspend a Request's workflow until the request status has come off hold.|
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|Wait_for_Request_Owner|Wait for Request Owner|
-* Wait for Request Category
+[[File:bpmwaitforowner.png|thumb|link=https://wiki.hornbill.com/images/e/ec/Bpmwaitforowner.png]]|
-<div class="mw-collapsible-content">
+Use this Hornbill Automation to suspend a Request's workflow until an owner has been assigned to the request.|
-::Requests > Suspend >  Wait for Request Category
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-[[File:Suspend_Request_Category.png|600px]]
+{{BPMAutomation|Wait_for_Request_Priority|Wait for Request Priority|
-</div>
+[[File:bpmwaitforpriority.png|thumb|link=https://wiki.hornbill.com/images/b/b5/Bpmwaitforpriority.png]]|
-</div>
+Use this Hornbill Automation to suspend a Request's workflow until a priority has been set on the request.|
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|Wait_for_Request_Category|Wait for Request Category|
-* Wait for Request Resolution
+[[File:bpmwaitforrequestcategory.png|thumb|link=https://wiki.hornbill.com/images/b/b2/Bpmwaitforrequestcategory.png]]|
-<div class="mw-collapsible-content">
+Use this Hornbill Automation to suspend a Request's workflow until a category has been set on the request.|
-::Requests > Suspend > Wait for Request Resolution
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-[[File:at_requests_suspend_waitForRequestResolution.png|600px]]
+{{BPMAutomation|Wait_for_Request_Resolution|Wait for Request Resolution|
-</div>
+[[File:bpmwaitforrequestresolution.png|thumb|link=https://wiki.hornbill.com/images/f/f5/Bpmwaitforrequestresolution.png]]|
-</div>
+Use this Hornbill Automation to suspend a Request's workflow until the request status has been set to resolved.|
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|Wait_for_Request_Site|Wait for Request Site|
-* Wait for Request Site
+[[File:bpmwaitforrequestsite.png|thumb|link=https://wiki.hornbill.com/images/4/4b/Bpmwaitforrequestsite.png]]|
-<div class="mw-collapsible-content">
+Use this Hornbill Automation to suspend a Request's workflow until a site has been linked to the request.|
-::Requests > Suspend > Wait for Request Site
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-[[File:Suspend_Request_Site.png|600px]]
+{{BPMAutomation|Wait_for_Status_Change|Wait for Status Change|
-</div>
+[[File:bpmwaitforstatuschange.png|thumb|link=https://wiki.hornbill.com/images/0/04/Bpmwaitforstatuschange.png]]|
-</div>
+Use this Hornbill Automation to suspend a Request's workflow until the status of the request has changed from one status to another.|
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|From Status|The workflow will only continue when the request is changed from this status}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|Wait_for_Request_Summary|Wait for Request Summary|
-* Wait for Status Change
+[[File:bpmwaitforrequestsummary.png|thumb|link=https://wiki.hornbill.com/images/4/47/Bpmwaitforrequestsummary.png]]|
-<div class="mw-collapsible-content">
+Use this Hornbill Automation to suspend a Request's workflow until the summary has bee set against the request|
-: 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)
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-:* '''Action Focus'''
+{{BPMAutomation|Wait_for_Request_Team|Wait for Request Team|
-:: Sets the Action Item on a request that will be in focus. When using this suspend node.
+[[File:bpmwaitforrequestteam.png|thumb|link=https://wiki.hornbill.com/images/4/46/Bpmwaitforrequestteam.png]]|
-:* '''From Status'''
+Use this Hornbill Automation to suspend a Request's workflow until an team has been assigned to the request.|
-:: 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'''.
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
-:* '''Expire Period'''
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
-:: 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.
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-[[File:bp_suspend_wait_status_change.png|600px]]
+{{BPMAutomation|Wait_for_Request_Update|Wait for Request Update|
-</div>
+[[File:bpmwaitforrequestupdate.png|thumb|link=https://wiki.hornbill.com/images/c/c2/Bpmwaitforrequestupdate.png]]|
-</div>
+Use this Hornbill Automation to suspend a Request's workflow until an update, using the Update Action has been added to the request.|
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
-* Wait for Request Summary
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
-<div class="mw-collapsible-content">
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
-::Requests > Suspend > Wait for Request Summary
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
-[[File:Suspend_Request_Summary.png|600px]]
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
-</div>
+}}
-</div>
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-* Wait for Request Team
-<div class="mw-collapsible-content">
-::Requests > Suspend > Wait for Request Team
-[[File:at_requests_suspend_waitForRequestTeam.png|600px]]
-</div>
-</div>
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-* Wait for Request Update
-<div class="mw-collapsible-content">
-::Requests > Suspend > Wait for Request Update
-[[File:Suspend_Request_Update.png|600px]]
-</div>
-</div>
-====Update Request====
+===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.
@@ Line 2,045: / Line 2,763: @@
 </div>
-<!-- ******************************************************************************************* -->
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 <div id="UpdateCustomer"></div>
@@ Line 2,070: / Line 2,788: @@
 </div>
 </div>
-<!-- **************************************END OF OPERATION DOCUMENTATION***************************************************** -->
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|updateCustomFields|Update Custom Fields|
-* Custom Fields
+[[File:updateCustomFields.png|thumb|link=https://wiki.hornbill.com/images/4/49/UpdateCustomFields.png]]|
-<div class="mw-collapsible-content">
+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.|
-::Requests > Update Request > Custom Fields
+{{bullet1|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.}}
+{{bullet1|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.}}
+{{bullet1|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".}}
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action.}}
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action.}}
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
+}}
-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.
-[[File:Update_Request_Custom_Fields.png|600px]]
-:* '''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.
-</div>
-</div>
-<!-- **************************************************** START OF UPDATE DETAILS ************************************************************** -->
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px" id="Details">
 * Details
@@ Line 2,116: / Line 2,827: @@
 </div>
 </div>
-<!-- **************************************************** END OF UPDATE DETAILS ************************************************************** -->
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
@@ Line 2,135: / Line 2,845: @@
 </div>
-<!-- **************************************************** START OF FIRST TIME FIX ************************************************************** -->
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px" id="Details">
 <div id="FirstTimeFix"></div>
@@ Line 2,167: / Line 2,877: @@
 </div>
 </div>
-<!-- **************************************************** END OF FIRST TIME FIX ************************************************************** -->
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
@@ Line 2,228: / Line 2,938: @@
 </div>
 </div>
+{{BPMAutomation|Update_Service|Service|
+[[File:bpm_update_service.png|thumb|link=https://wiki.hornbill.com/images/1/13/Bpm_update_service.png]]|
+Use this Hornbill Automation to change the currently assigned Service and Request Catalog Item. This can be used in conjunction with assign operations to move a request that has been raised under the wrong service and team.|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
+{{bullet1|Service|Select the Service that will be associated to the request}}
+{{bullet1|Catalog Item|Select the Request Catalog Item that will be associated to the request}}
+{{bullet1|Assess BPM|When set to 'Yes', the Request's process will be cancelled and a new instance of the new Service's or Catalog's process will be spawned. The process will not be cancelled if the new Service or Catalog's process is the same as the Request's current process.}}
+{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
+}}
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
@@ Line 2,240: / Line 2,963: @@
 </div>
 </div>
-<!-- ************************************************************************************************************** -->
-<!-- *                                       Update Site                                                          * -->
-<!-- ************************************************************************************************************** -->
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 <div id="UpdateSite"></div>
@@ Line 2,272: / Line 2,994: @@
 </div>
 </div>
-<!-- ************************************************************************************************************** -->
-<!-- *                                       Update Site (Customer's Site)                                        * -->
-<!-- ************************************************************************************************************** -->
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 * Site (Customer' Site)
@@ Line 2,343: / Line 3,063: @@
 </div>
-====Request Timers====
+===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.
+There are some settings that control the default behaviour of the Service Level Timers.  The settings provided to pause or stop the resolution timer when resolving a request are as follows:
+:* ''app.request.pauseResolutionTimerOnResolve''   (Default OFF)
+:* ''app.request.resumeResolutionTimerOnReopen''   (Default OFF)
+:* ''app.request.stopResolutionTimerOnResolve''    (Default ON)
+:* ''app.request.stopResolutionTimerOnClose''      (Default OFF)
+<br>
+{{bullet1|Using settings to control resolution timers|You should choose the relevant settings to meet your needs, but note that app.request.stopResolutionTimerOnResolve will take precedence over app.request.pauseResolutionTimerOnResolve so ensure only the one you want to use is enabled.}}
+{{bullet1|Using BPM nodes to control resolution timers|If you are using this BPM node to control resolution timers the four settings above should all be turned off; If any settings are enabled then they will take precedence over BPM actions. To enable pause/resume of a resolved request you can add the Timer > Pause Resolution Timer or Timer > Resume Resolution Timer BPM nodes as required in your BPM process.}}
+<br>
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
@@ Line 2,390: / Line 3,123: @@
 </div>
 </div>
+{{BPMAutomation|Pause_Resolution_Timer|Pause Resolution Timer|
+[[File:Pause_Resolution_Timer.png|thumb|link=https://wiki.hornbill.com/images/5/58/Pause_Resolution_Timer.png]]|
+Use this Hornbill Automation to pause the currently running Resolution Timer.  This is particularly useful in 2 stage closers where the timer can be paused during the resolution stage and then resumed if the request is reopened|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+}}
+{{BPMAutomation|Resume_Resolution_Timer|Resume Resolution Timer|
+[[File:Resume_Resolution_Timer.png|thumb|link=https://wiki.hornbill.com/images/c/c0/Resume_Resolution_Timer.png]]|
+Use this Hornbill Automation to resume Resolution Timer that has been paused.  This is particularly useful in 2 stage closers where the timer can be paused during the resolution stage and then resumed if the request is reopened|
+{{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''}}
+}}
+==Services==
+Operations specific to services related to the request service
+{{BPMAutomation|Update_Realated_Services|Update Related Services|
+[[File:Update_Related_Services_BPM.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmaddcommenttoboard.png]]|
+Use this node to update the status of services related to a request at the required stage in a process, this is different from the service the request is logged against|
+{{bullet1|RequestId|This is an automatic option and should be set to Auto}}
+{{bullet1|Relationship Type|Select which services to update the status of, based on their relationship type to the request service}}
+{{bullet1|Status|The Status to set the related services too}}
+{{bullet1|Status Message|Any message to be visible alongside the Status of the related services}}
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
+}}
+==Assets==
+Automations specific to an asset entity which can be used as part of Auto Tasks on an asset.
+{{BPMAutomation|Get_Asset_Information|Get Asset Information|
+[[File:Get_Asset_Information_BPM.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmgeetassetinfo.png]]|
+Use this node to get information about a specified asset.|
+{{bullet1|Asset Id|This is an automatic option and should be set to Auto when used with an asset entity.}}
+}}
 [[Category:Service Manager]]
+-->
+[[Category:HDOC]]
+<!-- http://127.0.0.1:3000/service-manager-config/customize/bpm/service-manager-business-processes -->

Difference between revisions of "Service Manager Business Process Workflow"

Latest revision as of 20:34, 8 May 2024

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