Difference between revisions of "Service Manager Business Process Workflow"

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{{bluebanner|[[Main Page|Home]] > [[Administration]] > [[Service Manager Administration |Service Manager]] > Business Process Workflow|[[::Category:Administration|Index]]}}
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{{bluebanner|[[Main Page|Home]] > [[Administration]] > [[Service Manager Administration |Service Manager]] > Business Process Workflow|[[:Category:Administration|Index]]}}
 
{{IntroAndLinks|
 
{{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]]
 
:* [[Business Process Designer]]
 
:* [[Request Variables]]
 
:* [[Request Variables]]
−
|}
+
:* [[Core Hornbill Automations]]
 
}}
 
}}
 
<!-- ******************************************************************************************************************************* -->
 
<!-- ******************************************************************************************************************************* -->
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==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                                                      * -->
 
<!-- *                                                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]]|
 
[[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.|
 
Use this node to manually add a Comment card to a Service Manager Board at the required stage in a process.|
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==Change Requests==
 
==Change Requests==
 
Use these nodes at any stage in a process to automate Change Request specific actions.
 
Use these nodes at any stage in a process to automate Change Request specific actions.
 +
===Get Information===
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                  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 ===
 
=== Suspend ===
 
<!-- ****************************************************************************************************************************** -->
 
<!-- ****************************************************************************************************************************** -->
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{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
 
{{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|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"}}
 
}}
 
}}
 
<!-- ****************************************************************************************************************************** -->
 
<!-- ****************************************************************************************************************************** -->
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{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
 
{{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|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"}}
 
}}
 
}}
  
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{{bullet1|Change Type|Select from the pick list which type of Change will be set on this change}}
 
{{bullet1|Change Type|Select from the pick list which type of Change will be set on this change}}
 
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
 
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
 +
}}
 +
 +
== Known Errors ==
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                                                                                            * -->
 +
<!-- *                                                    Known Errors                                                            * -->
 +
<!-- *                                                                                                                            * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
Use these nodes at any stage in a process to automate Known Error specific actions.
 +
=== Get Information===
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                Known Error Details                                                        * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
{{BPMAutomation|Known_Error_Details|Known Error Details|
 +
[[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.|
 +
{{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 Known Error ===
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                Update Known Error                                                        * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
{{BPMAutomation|Update_Known_Error_Details|Update Known Error Details|
 +
[[File:bpmupdateknownerror.png|thumb|link=https://wiki.hornbill.com/images/6/6d/Bpmupdateknownerror.png]]|
 +
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}}
 +
{{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}}
 +
{{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.}}
 
}}
 
}}
  
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==Problem Records==
 
==Problem Records==
 
Use these nodes at any stage in a process to automate Problem Record specific actions.
 
Use these nodes at any stage in a process to automate Problem Record specific actions.
 +
=== Get Information ===
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                    Problem Details                                                        * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
{{BPMAutomation|Problem_Details|Problem Details|
 +
[[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}}
 +
}}
 +
 
=== Suspend ===
 
=== Suspend ===
 
<!-- ****************************************************************************************************************************** -->
 
<!-- ****************************************************************************************************************************** -->
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{{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|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|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.}}
+
{{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 Problem ===
 
<!-- ****************************************************************************************************************************** -->
 
<!-- ****************************************************************************************************************************** -->
−
<!-- *                                                                                                                            * -->
+
<!-- *                                                    Update Problem Details                                                * -->
−
<!-- *                                                    Release Records                                                        * -->
+
<!-- ****************************************************************************************************************************** -->
−
<!-- *                                                                                                                            * -->
+
{{BPMAutomation|Update_Problem_Details|Problem Details|
 +
[[File:bpmproblemdetails.png|thumb|link=]]|
 +
Use this node to update the workaround and root cause on 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}}
 +
{{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}}
 +
{{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.}}
 +
}}
 +
 
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                                                                                            * -->
 +
<!-- *                                                    Release Records                                                        * -->
 +
<!-- *                                                                                                                            * -->
 
<!-- ****************************************************************************************************************************** -->
 
<!-- ****************************************************************************************************************************** -->
  
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{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
 
{{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|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.}}
 
}}
 
}}
 
<!-- ****************************************************************************************************************************** -->
 
<!-- ****************************************************************************************************************************** -->
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{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
 
{{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|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.}}
 
}}
 
}}
  
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{{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|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}}
 
{{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}}
 +
}}
 +
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                                                                                            * -->
 +
<!-- *                                                          Request Notices                                                  * -->
 +
<!-- *                                                                                                                            * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
 +
== Request Notices ==
 +
 +
Use this Hornbill Automation to add or remove a notice which is displayed at the top of the request.
 +
<!-- ******************************************************************************************************************************* -->
 +
<!-- *                                                        Add Notice                                                          * -->
 +
<!-- ******************************************************************************************************************************* -->
 +
{{BPMAutomation|Add_Notice|Add Notice|
 +
[[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|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}}
 +
}}
 +
<!-- ******************************************************************************************************************************* -->
 +
<!-- *                                                      Remove Notice                                                          * -->
 +
<!-- ******************************************************************************************************************************* -->
 +
{{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}}
 
}}
 
}}
  
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{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
 
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
 
}}
 
}}
−
 
 
<!-- ****************************************************************************************************************************** -->
 
<!-- ****************************************************************************************************************************** -->
 
<!-- *                                                                                                                            * -->
 
<!-- *                                                                                                                            * -->
−
<!-- *                                                      Assignment                                                          * -->
+
<!-- *                                                      Assets                                                              * -->
 
<!-- *                                                                                                                            * -->
 
<!-- *                                                                                                                            * -->
 
<!-- ****************************************************************************************************************************** -->
 
<!-- ****************************************************************************************************************************** -->
−
====Assignment====
+
====Assets====
−
Use the Assignment node to automatically assign a request to different Service Manager users or teams.
+
Use these Hornbill Automations for managing assets that are associated to the request
 
<!-- ******************************************************************************************************************************* -->
 
<!-- ******************************************************************************************************************************* -->
−
<!-- *                                                  Assign to Service Team                                                    * -->
+
<!-- *                                                  Add All Owned by Customer                                                * -->
 
<!-- ******************************************************************************************************************************* -->
 
<!-- ******************************************************************************************************************************* -->
−
{{BPMAutomation|AssignToServiceTeam|Assign to Service Team|
+
{{BPMAutomation|Add_All_Owned_by_Customer|Add All Owned by Customer|
−
[[File:bpmassigntoserviceteam.png|thumb|link=https://wiki.hornbill.com/images/6/6e/Bpmassigntoserviceteam.png]]|
+
[[File:Add_All_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/1/16/Add_All_Owned_by_Customer.png]]|
−
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.|
+
Add all assets that are owned by the customer 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|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|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|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|Service|The Service ID of the service which is supported by the team to be assigned to the request}}
+
{{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}}
 
 
}}
 
}}
−
<!-- ***************************************************************************************************************************** -->
+
<!-- ******************************************************************************************************************************* -->
−
<!-- *                                                 Assign to Team                                                          * -->
+
<!-- *                                           Add Generic Assets Owned by Customer                                            * -->
−
<!-- ***************************************************************************************************************************** -->
+
<!-- ******************************************************************************************************************************* -->
−
{{BPMAutomation|AssignToTeam|Assign to Team|
+
{{BPMAutomation|Add_Generic_Assets_Owned_by_Customer|Add Generic Assets Owned by Customer|
−
[[File:bpmassigntoteam.png|thumb|link=link=https://wiki.hornbill.com/images/8/8a/Bpmassigntoteam.png|Assign to Team]]|
+
[[File:Add_Generic_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/5/53/Add_Generic_Assets_Owned_by_Customer.png]]|
−
Use this option to assign the request to a specified team.  |
+
Add assets that are owned or used by the customer that belong to the General class of asset|
−
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
+
{{bullet1|Request Id|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 a team from the list of available teams that have been defined under the Organizational Data in Administration}}
+
{{bullet1|Asset Type|The type of Generic assets to associate to the request.}}
−
{{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|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|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+
{{bullet1|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System Timeline Update.}}
−
{{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|The request timeline post visibility. If not specified, the application option value will be used.}}
−
{{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|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}}
 
}}
 
}}
 
<!-- ******************************************************************************************************************************* -->
 
<!-- ******************************************************************************************************************************* -->
−
<!-- *                                                     Assign to Owner                                                        * -->
+
<!-- *                                             Add Computer System Assets Owned by Customer                                    * -->
 +
<!-- ******************************************************************************************************************************* -->
 +
{{BPMAutomation|Add_Computer_System_Assets_Owned_by_Customer|Add Computer System Assets Owned by Customer|
 +
[[File:Add_Computer_System_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/1/1b/Add_Computer_System_Assets_Owned_by_Customer.png]]|
 +
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|Asset Type|The type of Computer System 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.}}
 +
}}
 
<!-- ******************************************************************************************************************************* -->
 
<!-- ******************************************************************************************************************************* -->
−
{{BPMAutomation|AssignToOwner|Assign to Owner|
+
<!-- *                                          Add Computer Peripheral Assets Owned by Customer                                  * -->
−
[[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.|
+
{{BPMAutomation|Add_Computer_Peripheral_Assets_Owned_by_Customer|Add Computer Peripheral Assets Owned by Customer|
−
{{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: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]]|
−
{{bullet1|Team|The Team ID to be applied to the request}}
+
Add assets that are owned or used by the customer that belong to the Computer Peripheral class of asset|
−
{{bullet1|Owner|The user ID to be applied 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|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 Peripheral 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.}}  
 
}}
 
}}
 
<!-- ******************************************************************************************************************************* -->
 
<!-- ******************************************************************************************************************************* -->
−
<!-- *                                                   Assign to Owner (Variable)                                                * -->
+
<!-- *                                         Add Mobile Device Assets Owned by Customer                                        * -->
 
<!-- ******************************************************************************************************************************* -->
 
<!-- ******************************************************************************************************************************* -->
−
{{BPMAutomation|AssignTOwnerVariable|Assign to Owner (Variable)|
+
{{BPMAutomation|Add_Mobile_Device_Assets_Owned_by_Customer|Add Mobile Device Assets Owned by Customer|
−
[[File:bpmassigntoownervariable.png|thumb|link=https://wiki.hornbill.com/images/e/e9/Bpmassigntoowner.png]]|
+
[[File:Add_Mobile_Device_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Add_Mobile_Device_Assets_Owned_by_Customer.png]]|
−
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|
+
Add assets that are owned or used by the customer that belong to the Mobile Device class of asset|
−
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
+
{{bullet1|Request Id|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 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|Asset Type|The type of Mobile Device assets to associate to the request.}}
−
{{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|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|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+
{{bullet1|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System Timeline Update.}}
−
{{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|The request timeline post visibility. If not specified, the application option value will be used.}}
−
{{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|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}}  
 
}}
 
}}
 
<!-- ******************************************************************************************************************************* -->
 
<!-- ******************************************************************************************************************************* -->
−
<!-- *                                                   Assign to Request Creator                                                * -->
+
<!-- *                                         Add Network Device Assets Owned by Customer                                        * -->
 
<!-- ******************************************************************************************************************************* -->
 
<!-- ******************************************************************************************************************************* -->
−
{{BPMAutomation|AssignToRequestCreator|Assign to Request Creator|
+
{{BPMAutomation|Add_Network_Device_Assets_Owned_by_Customer|Add Network Device Assets Owned by Customer|
−
[[File:bpmassigntorequestcreator.png|thumb|link=https://wiki.hornbill.com/images/7/7c/Bpmassigntorequestcreator.png]]|
+
[[File:Add_Network_Device_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/3/38/Add_Network_Device_Assets_Owned_by_Customer.png]]|
−
Use this option to automatically assign the request to the Service Manager analyst who created / raised the request via Progressive Capture|
+
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|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|Asset Type|The type of Network Device assets to associate to the request.}}
−
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline 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|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|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System 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|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.}}  
 
}}
 
}}
−
<!-- ****************************************************************************************************************************** -->
+
<!-- ******************************************************************************************************************************* -->
−
<!-- *                                                 Assign to Most Available                                                  * -->
+
<!-- *                                             Add Printer Assets Owned by Customer                                          * -->
−
<!-- ****************************************************************************************************************************** -->
+
<!-- ******************************************************************************************************************************* -->
−
{{BPMAutomation|AssignToMostAvailableAnalyst|Assign to Most Available Analyst|
+
{{BPMAutomation|Add_Printer_Assets_Owned_by_Customer|Add Printer Assets Owned by Customer|
−
[[File:bpmassigntomostavailable.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Bpmassigntomostavailable.png]]|
+
[[File:Add_Printer_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/8/8b/Add_Printer_Assets_Owned_by_Customer.png]]|
−
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.
+
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''}}
−
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|Asset Type|The type of Printer assets to associate 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|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|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|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System 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. If all the team members are off-line, the request will be assigned to just the team.}}
+
{{bullet1|Timeline Visibility|The request timeline post visibility. If not specified, the application option value will be used.}}
−
{{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"}}
+
{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}}  
−
{{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                                                * -->
+
<!-- *                                             Add Software Assets Owned by Customer                                          * -->
−
<!-- ****************************************************************************************************************************** -->
+
<!-- ******************************************************************************************************************************* -->
−
{{BPMAutomation|RoundRobin|Assign on Round Robin Basis|
+
{{BPMAutomation|Add_Software_Assets_Owned_by_Customer|Add Software Assets Owned by Customer|
−
[[File:bpmroundrobin.png|thumb|link=https://wiki.hornbill.com/images/4/41/Bpmroundrobin.png|Round Robin BPM Operation]]|
+
[[File:Add_Software_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/5/5a/Add_Software_Assets_Owned_by_Customer.png]]|
−
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.|
+
Add assets that are owned or used by the customer that belong to the Software 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|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|Asset Type|The type of Software assets to associate to the 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. 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|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|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+
{{bullet1|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System Timeline Update.}}
−
{{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|The request timeline post visibility. If not specified, the application option value will be used.}}
−
{{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|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}}  
 
}}
 
}}
−
<!-- ****************************************************************************************************************************** -->
+
<!-- ******************************************************************************************************************************* -->
−
<!-- *                                                                                                                            * -->
+
<!-- *                                               Add Telecoms Assets Owned by Customer                                        * -->
−
<!-- *                                                      Authorization                                                        * -->
+
<!-- ******************************************************************************************************************************* -->
−
<!-- *                                                                                                                            * -->
+
{{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|
−
<!-- ****************************************************************************************************************************** -->
 
−
<!-- *                                                   Authorization Decision                                                  * -->
 
−
<!-- ****************************************************************************************************************************** -->
 
−
==== 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|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 Telecoms 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]]|
+
<!-- *                                                Create Generic Asset                                                        * -->
−
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.|
+
<!-- ******************************************************************************************************************************* -->
−
{{bullet1|<Name of Option>|<Description of Option>}}
+
{{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|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|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
−
{{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|State|Update the state of the assets.  Options include active, current, and archived}}
−
{{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|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}}
 +
}}
 +
<!-- ******************************************************************************************************************************* -->
 +
<!-- *                                            Create Computer System Asset                                                    * -->
 +
<!-- ******************************************************************************************************************************* -->
 +
{{BPMAutomation|Create_Computer_System_Asset|Create Computer System Asset|
 +
[[File:Create_Computer_System_Asset.png|thumb|link=https://wiki.hornbill.com/images/c/c9/Create_Computer_System_Asset.png]]|
 +
Creates a new Computer System 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}}
 
}}
 
}}
−
 
−
<!-- ****************************************************************************************************************************** -->
 
−
<!-- *                                                                                                                            * -->
 
−
<!-- *                                                      Collaboration                                                        * -->
 
−
<!-- *                                                                                                                            * -->
 
−
<!-- ****************************************************************************************************************************** -->
 
−
====Collaboration====
 
−
 
−
Use the Collaboration node to post an automated update onto a public workspace at any stage in a process.  This will be visible to members of the specified workspace, on the timeline of the workspace and their News Feeds. 
 
 
<!-- ******************************************************************************************************************************* -->
 
<!-- ******************************************************************************************************************************* -->
−
<!-- *                                         Comment on Existing Public Workspace Post                                            -->
+
<!-- *                                           Create Computer Peripheral Asset                                                  * -->
 
<!-- ******************************************************************************************************************************* -->
 
<!-- ******************************************************************************************************************************* -->
−
{{BPMAutomation|CommentOnPost|Comment on Existing Public Workspace Post|
+
{{BPMAutomation|Create_Computer_Peripheral_Asset|Create Computer Peripheral Asset|
−
[[File:bpmcommentonpost.png|thumb|link=https://wiki.hornbill.com/images/d/d3/Bpmcommentonpost.png]]|
+
[[File:Create_Computer_Peripheral_Asset.png|thumb|link=https://wiki.hornbill.com/images/c/c2/Create_Computer_Peripheral_Asset.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.|
+
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|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|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
−
{{bullet1|Content|The content of the comment to be added to the post}}
+
{{bullet1|State|Update the state of the assets.  Options include active, current, and archived}}
−
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
+
{{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|CommentOnRequestSourcePost|Comment on Request Source Post|
+
<!-- ******************************************************************************************************************************* -->
−
[[File:bpmcommentonsourcepost.png|thumb|link=https://wiki.hornbill.com/images/8/88/Bpmcommentonsourcepost.png]]|
+
<!-- *                                              Create Mobile Device 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.|
+
<!-- ******************************************************************************************************************************* -->
 +
{{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|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|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
−
{{bullet1|Include Id|Include the Request Id in the comment which will include a link in the comment, back to the request}}
+
{{bullet1|State|Update the state of the assets.  Options include active, current, and archived}}
−
{{bullet1|Include Summary|Include the Summary of the request in the comment as part of the link back to the request}}
+
{{bullet1|Sub State|Update the sub state of the asset}}
−
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
+
{{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|PostToPublicWorkspace|Post to Public Workspace|
+
<!-- ******************************************************************************************************************************* -->
−
[[File:bpmposttoworkspace.png|thumb|link=https://wiki.hornbill.com/images/3/38/Bpmposttoworkspace.png]]|
+
<!-- *                                              Create Network Device Asset                                                    * -->
−
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.
+
<!-- ******************************************************************************************************************************* -->
−
 
+
{{BPMAutomation|Create_Network_Device|Create Network Device Asset|
−
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. |
+
[[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}}
 +
}}
 +
<!-- ******************************************************************************************************************************* -->
 +
<!-- *                                                Create Printer Asset                                                        * -->
 +
<!-- ******************************************************************************************************************************* -->
 +
{{BPMAutomation|Create_Printer_Asset|Create Printer Asset|
 +
[[File:Create_Printer_Asset.png|thumb|link=https://wiki.hornbill.com/images/b/bf/Create_Printer_Asset.png]]|
 +
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}}
 +
}}
 +
<!-- ******************************************************************************************************************************* -->
 +
<!-- *                                                      Get All Assets                                                        * -->
 +
<!-- ******************************************************************************************************************************* -->
 +
{{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|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|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}}
−
{{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}}
 
 
}}
 
}}
−
 
+
<!-- ******************************************************************************************************************************* -->
−
<!-- ****************************************************************************************************************************** -->
+
<!-- *                                                 Get All Generic Assets                                                     * -->
−
<!-- *                                                                                                                            * -->
+
<!-- ******************************************************************************************************************************* -->
−
<!-- *                                                    Email Notifications                                                    * -->
+
{{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|
−
====Email Notifications====         
+
{{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 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.
+
{{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}}
−
<!-- *                                                   Email Contact                                                            -->
+
}}
−
<!-- ****************************************************************************************************************************** -->
+
<!-- ******************************************************************************************************************************* -->
−
{{BPMAutomation|EmailContact|Email Contact|
+
<!-- *                                           Get All Computer Peripheral Assets                                              * -->
−
[[File:bpmemailcontact.png|thumb|link=https://wiki.hornbill.com/images/6/68/Bpmemailcontact.png]]|
+
<!-- ******************************************************************************************************************************* -->
−
Use this node to send an email to a contact that has a contact record stored in Hornbill|
+
{{BPMAutomation|Get_All_Computer_Peripheral_Assets|Get All Computer Peripheral Assets|
−
 
+
[[File:Get_All_Computer_Peripheral_Assets.png|thumb|link=]]|
−
{{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.}}
+
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|Contact|Select a contact from the searchable pick list. Only contacts that have records stored in Hornbill will be available}}
+
{{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|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|Assets Type|The type of Computer Peripheral assets to get a list of}}
−
{{bullet1|Email From|Select the email address that you want listed as the sender.}}
+
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}}
−
{{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}}
+
<!-- *                                            Get All Mobile Device Assets                                                    * -->
−
{{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|Get_All_Mobile_Device_Assets|Get All Mobile Device Assets|
 +
[[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|
 +
{{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 Mobile Device 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}}
 
}}
 
}}
−
<!-- ***************************************************************************************************************************** -->
+
<!-- ******************************************************************************************************************************* -->
−
<!-- *                                                 Email Co-worker                                                          * -->
+
<!-- *                                               Get All Network Device Assets                                                * -->
−
<!-- ***************************************************************************************************************************** -->
+
<!-- ******************************************************************************************************************************* -->
−
{{BPMAutomation|EmailCoworker|Email Co-worker|
+
{{BPMAutomation|Get_All_Network_Device_Assets|Get All Network Device Assets|
−
[[File:bpmemailcoworker.png|thumb|link=https://wiki.hornbill.com/images/b/b3/Bpmemailcoworker.png]]|
+
[[File:Get_All_Network_Device_Assets.png|thumb|link=]]|
−
Use this node to send an email to a Co-worker that has a user account in Hornbill|
+
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|
−
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
+
{{bullet1|Request Id|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|Co-worker|Select a Co-worker from the searchable pick list. Only Co-workers that have accounts in Hornbill will be available}}
+
{{bullet1|Assets Type|The type of Network Device assets to get a list of}}
−
{{bullet1|Co-worker (From Variable)|Set a Co-worker from a variable}}
+
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset 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}}
 
−
{{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.}}
 
 
}}
 
}}
−
<!-- ***************************************************************************************************************************** -->
+
<!-- ******************************************************************************************************************************* -->
−
<!-- *                                                     Email Customer                                                      * -->
+
<!-- *                                                   Get All Printer Assets                                                  * -->
−
<!-- ***************************************************************************************************************************** -->
+
<!-- ******************************************************************************************************************************* -->
−
{{BPMAutomation|EmailCustomer|Email Customer|
+
{{BPMAutomation|Get_All_Printer_Assets|Get All Printer Assets|
−
[[File:bpmemailcustomer.png|thumb|link=https://wiki.hornbill.com/images/2/23/Bpmemailcustomer.png]]|
+
[[File:Get_All_Printer_Assets.png|thumb|link=]]|
−
Use this node to send an email to the customer that is associated to the request|
+
Get a comma delimited list of the asset names that belong to the Printer Class of asset that have been associated with 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|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|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|Assets Type|The type of Printer assets to get a list of}}
−
{{bullet1|Email From|Select the email address that you want listed as the sender.}}
+
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}}
−
{{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.}}
 
 
}}
 
}}
−
<!-- ***************************************************************************************************************************** -->
+
<!-- ******************************************************************************************************************************* -->
−
<!-- *                                                   Email Customer's Manager                                               * -->
+
<!-- *                                                Get All Software Assets                                                    * -->
−
<!-- ***************************************************************************************************************************** -->
+
<!-- ******************************************************************************************************************************* -->
−
{{BPMAutomation|EmailCustomerManager|Email Customer Manager|
+
{{BPMAutomation|Get_All_Software_Assets|Get All Software Assets|
−
[[File:bpmemailcustomermanager.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmemailcustomermanager.png]]|
+
[[File:Get_All_Software_Assets.png|thumb|link=]]|
−
Use this node to send an email to the Manager of the customer that is associated to the request|
+
Get a comma delimited list of the asset names that belong to the Software Class of asset that have been associated with 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|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|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|Assets Type|The type of Software assets to get a list of}}
−
{{bullet1|Email From|Select the email address that you want listed as the sender.}}
+
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}}
−
{{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}}
+
<!-- *                                               Get All Telecoms Assets                                                      * -->
−
{{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|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]]|
 +
Get a comma delimited list of the asset names that belong to the Telecoms 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 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}}
 +
}}
 +
<!-- ******************************************************************************************************************************* -->
 +
<!-- *                                            Update All Assets - General Information                                        * -->
 +
<!-- ******************************************************************************************************************************* -->
 +
{{BPMAutomation|Update_All_Assets_-_General_Information|Update All Assets - General Information|
 +
[[File:Update_All_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/5/57/Update_All_Assets_-_General_Information.png]]|
 +
Update the General Information attributes of all assets 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}}
 
}}
 
}}
−
<!-- ***************************************************************************************************************************** -->
+
<!-- ******************************************************************************************************************************* -->
−
<!-- *                                                     Email External Address                                              * -->
+
<!-- *                                           Update Computer Assets - Additional Properties                                  * -->
−
<!-- ***************************************************************************************************************************** -->
+
<!-- ******************************************************************************************************************************* -->
−
{{BPMAutomation|EmailExternalAddress|Email External Address|
+
{{BPMAutomation|Update_Computer_Assets_-_Additional_Properties|Update Computer Assets - Additional Properties|
−
[[File:bpmemailexternal.png|thumb|link=https://wiki.hornbill.com/images/4/4a/Bpmemailexternal.png]]|
+
[[File:Update_Computer_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a6/Update_Computer_Assets_-_Additional_Properties.png]]|
−
Use this node to send an email to one or more email addresses that are not available within Hornbill|
+
Update the Additional Properties attributes of assets belonging to the Computer class that are associated 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|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|External Addresses|Add one or more email addresses that are not held within Hornbill.  Multiple email address must be separated by a comma}}
 
−
{{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.}}
 
 
}}
 
}}
−
<!-- **************************************************************************************************************************** -->
+
<!-- ******************************************************************************************************************************* -->
−
<!-- *                                                 Email Request Owner                                                    * -->
+
<!-- *                                             Update Computer Assets - General Information                                    * -->
−
<!-- **************************************************************************************************************************** -->
+
<!-- ******************************************************************************************************************************* -->
−
{{BPMAutomation|EmailOwner|Email Request Owner|
+
{{BPMAutomation|Update_Computer_Assets_-_General_Information|Update Computer Assets - General Information|
−
[[File:bpmemailowner.png|thumb|link=https://wiki.hornbill.com/images/e/ea/Bpmemailowner.png]]|
+
[[File:Update_Computer_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/a/a8/Update_Computer_Assets_-_General_Information.png]]|
−
Use this node to send an email to the owner of the request|
+
Update the General Information attributes of assets belonging to the Computer class that are associated 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|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|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|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
−
{{bullet1|Email From|Select the email address that you want listed as the sender.}}
+
{{bullet1|State|Update the state of the assets.  Options include active, current, and archived}}
−
{{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|Sub State|Update the sub state of the asset}}
−
{{bullet1|Email Template|Select the email template that you want to use for this email}}
+
{{bullet1|Company|Update the company that the assets should be associated to}}
−
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+
{{bullet1|Name|Update the name of the assets}}
−
{{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|Notes|Upldate the notes for the assets}}
−
{{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|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}}
 
}}
 
}}
−
<!-- ****************************************************************************************************************************** -->
+
<!-- ******************************************************************************************************************************* -->
−
<!-- *                                                                                                                           * -->
+
<!-- *                                     Update Computer Peripheral Assets - Additional Properties                              * -->
−
<!-- *                                                     Get Request Information                                                * -->
+
<!-- ******************************************************************************************************************************* -->
−
<!-- *                                                                                                                           * -->
+
{{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]]|
−
====Get Request Information====
+
Update the Additional Properties attributes of assets belonging to the Computer Peripheral class that are associated to the request|
−
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.
+
{{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''}}
−
<!-- ****************************************************************************************************************************** -->
+
}}
−
<!-- *                                                 Customer Details                                                          * -->
+
<!-- ******************************************************************************************************************************* -->
−
<!-- ****************************************************************************************************************************** -->
+
<!-- *                                     Update Computer Peripheral Assets - General Information                                * -->
−
{{BPMAutomation|Customer_Details|Customer Details|
+
<!-- ******************************************************************************************************************************* -->
−
[[File:bpmgetcustomerdetails.png|thumb|link=https://wiki.hornbill.com/images/3/3a/Bpmgetcustomerdetails.png]]|
+
{{BPMAutomation|Update_Computer_Peripheral_Assets_-_General_Information|Update Computer Peripheral Assets - General Information|
−
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.|
+
[[File:Update_Computer_Peripheral_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/9/93/Update_Computer_Peripheral_Assets_-_General_Information.png]]|
−
{{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.}}
+
Update the General Information 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''}}
 +
{{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 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}}
 +
}}
 +
<!-- ******************************************************************************************************************************* -->
 +
<!-- *                                       Update Mobile Device Assets - Additional Properties                                  * -->
 +
<!-- ******************************************************************************************************************************* -->
 +
{{BPMAutomation|Update_Mobile_Device_Assets_-_Additional_Properties|Update Mobile Device Assets - Additional Properties|
 +
[[File:Update_Mobile_Device_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Update_Mobile_Device_Assets_-_Additional_Properties.png]]|
 +
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''}}
 
}}
 
}}
−
<!-- ****************************************************************************************************************************** -->
+
<!-- ******************************************************************************************************************************* -->
−
<!-- *                                               Source Email Details                                                        * -->
+
<!-- *                                         Update Mobile Device Assets - General Information                                  * -->
−
<!-- ****************************************************************************************************************************** -->
+
<!-- ******************************************************************************************************************************* -->
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
{{BPMAutomation|Update_Mobile_Device_Assets_-_General_Information|Update Mobile Device Assets - General Information|
−
* Source Email Details
+
[[File:Update_Mobile_Device_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/1/18/Update_Mobile_Device_Assets_-_General_Information.png]]|
−
<div class="mw-collapsible-content">
+
Update the General Information attributes of assets belonging to the Mobile Device class that are associated to the request|
−
::Requests > Get Request Information > Source Email 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''}}
−
 
+
{{bullet1|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
−
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|State|Update the state of the assets.  Options include active, current, and archived}}
−
 
+
{{bullet1|Sub State|Update the sub state of the asset}}
−
[[File:Source_Email_Details.png|600px]]
+
{{bullet1|Company|Update the company that the assets should be associated to}}
−
</div>
+
{{bullet1|Name|Update the name of the assets}}
−
</div>
+
{{bullet1|Notes|Upldate the notes for the assets}}
−
 
+
{{bullet1|Owned By|Update the owner of the assets}}
−
<!-- ******************************************************** Organisation Details ********************************************************************* -->
+
{{bullet1|Used By|Update who uses the assets}}
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
{{bullet1|Department|Update the department that the asset is associated to}}
−
* Organisation Details
+
{{bullet1|Description|Update the asset description}}
−
<div class="mw-collapsible-content">
+
{{bullet1|Booking|Update if the asset is available for booking}}
−
::Requests > Get Request Information > Organisation Details
+
{{bullet1|Purpose|Update the purpose of the assets}}
−
 
+
{{bullet1|Last Audited Date|Update the last audit date for the assets}}
−
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.
+
{{bullet1|Location Type|Update the type of location where the asset is}}
−
 
+
{{bullet1|Location|Update the Location of the assets}}
−
:* 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.
+
{{bullet1|Country|Update the country where the asset is located}}
−
 
+
{{bullet1|Building|Update the building where the asset is located}}
−
[[File:Org_Details.png|600px]]
+
{{bullet1|Room|Update the room where the asset is}}
−
</div>
+
{{bullet1|Rack|Update the rack where the asset is located}}
−
</div>
+
{{bullet1|U Height|Update the U height location in the rack}}
−
 
+
{{bullet1|U Position|Update the U position of the asset in the rack}}
−
<!-- ******************************************************** Owner Details ********************************************************************* -->
+
{{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="GetRequestInfoOwner"></div>
+
{{bullet1|Geo Location|Update the Geo-location where the asset is located}}
−
* Owner Details
+
{{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: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.  
+
{{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}}
 +
}}
 +
<!-- ******************************************************************************************************************************* -->
 +
<!-- *                                          Update Network Device Assets - Additional Properties                              * -->
 +
<!-- ******************************************************************************************************************************* -->
 +
{{BPMAutomation|Update_Network_Device_Assets_-_Additional_Properties|Update Network Device Assets - Additional Properties|
 +
[[File:Update_Network_Device_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/0/03/Update_Network_Device_Assets_-_Additional_Properties.png]]|
 +
Update the Additional Properties attributes of assets belonging to the Network 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''}}
 +
}}
 +
<!-- ******************************************************************************************************************************* -->
 +
<!-- *                                          Update Network Device Assets - General Information                                * -->
 +
<!-- ******************************************************************************************************************************* -->
 +
{{BPMAutomation|Update_Network_Device_Assets_-_General_Information|Update Network Device Assets - General Information|
 +
[[File:Update_Network_Device_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/1/19/Update_Network_Device_Assets_-_General_Information.png]]|
 +
Update the General Information attributes of assets belonging to the Network 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}}
 +
}}
 +
<!-- ******************************************************************************************************************************* -->
 +
<!-- *                                        Update Printer Assets - Additional Properties                                      * -->
 +
<!-- ******************************************************************************************************************************* -->
 +
{{BPMAutomation|Update_Printer_Assets_-_Additional_Properties|Update Printer Assets - Additional Properties|
 +
[[File:Update_Printer_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Update_Printer_Assets_-_Additional_Properties.png]]|
 +
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''}}
 +
}}
 +
<!-- ******************************************************************************************************************************* -->
 +
<!-- *                                        Update Printer Assets - General Information                                        * -->
 +
<!-- ******************************************************************************************************************************* -->
 +
{{BPMAutomation|Update_Printer_Assets_-_General_Information|Update Printer Assets - General Information|
 +
[[File:Update_Printer_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/1/19/Update_Printer_Assets_-_General_Information.png]]|
 +
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}}
 +
}}
 +
<!-- ******************************************************************************************************************************* -->
 +
<!-- *                                        Update Software Assets - Additional Properties                                      * -->
 +
<!-- ******************************************************************************************************************************* -->
 +
{{BPMAutomation|Update_Software_Assets_-_Additional_Properties|Update Software Assets - Additional Properties|
 +
[[File:Update_Software_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/9/91/Update_Software_Assets_-_Additional_Properties.png]]|
 +
Update the Additional Properties attributes of assets belonging to the Software 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''}}
 +
}}
 +
<!-- ******************************************************************************************************************************* -->
 +
<!-- *                                        Update Software Assets - General Information                                        * -->
 +
<!-- ******************************************************************************************************************************* -->
 +
{{BPMAutomation|Update_Software_Assets_-_General_Information|Update Software Assets - General Information|
 +
[[File:Update_Software_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/e/e3/Update_Software_Assets_-_General_Information.png]]|
 +
Update the General Information attributes of assets belonging to the Software 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}}
 +
}}
 +
<!-- ******************************************************************************************************************************* -->
 +
<!-- *                                        Update Telecoms Assets - Additional Properties                                        * -->
 +
<!-- ******************************************************************************************************************************* -->
 +
<!--
 +
{{BPMAutomation|Update_Telecoms_Assets_-_Additional_Properties|Update Telecoms Assets - Additional Properties|
 +
[[File:Update_Telecoms_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Update_Telecoms_Assets_-_Additional_Properties.png]]|
 +
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''}}
 +
}}
 +
<!-- ******************************************************************************************************************************* -->
 +
<!-- *                                        Update Telecoms Assets - General Information                                        * -->
 +
<!-- ******************************************************************************************************************************* -->
 +
{{BPMAutomation|Update_Telecoms_Assets_-_General_Information|Update Telecoms Assets - General Information|
 +
[[File:Update_Telecoms_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/e/e7/Update_Telecoms_Assets_-_General_Information.png]]|
 +
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}}
 +
}}
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                                                                                            * -->
 +
<!-- *                                                      Assignment                                                          * -->
 +
<!-- *                                                                                                                            * -->
 +
<!-- ****************************************************************************************************************************** -->
  
−
:* '''Request Id'''
+
====Assignment====
−
:: 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 the Assignment node to automatically assign a request to different Service Manager users or teams.
−
<br>
+
<!-- ******************************************************************************************************************************* -->
−
<br>
+
<!-- *                                                  Assign to Service Team                                                    * -->
−
The Variables that are available after this operation has been used include the following:
+
<!-- ******************************************************************************************************************************* -->
−
 
+
{{BPMAutomation|AssignToServiceTeam|Assign to Service Team|
−
{|
+
[[File:bpmassigntoserviceteam.png|thumb|link=https://wiki.hornbill.com/images/6/6e/Bpmassigntoserviceteam.png]]|
−
|- valign="top"
+
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.|
−
|style="width:300px"|
+
{{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}}
−
* First Name
+
{{bullet1|Service|The Service ID of the service which is supported by the team to be assigned to the request}}
−
* Last Name
+
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
−
* Job Title
+
{{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}}
−
* Site
+
{{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}}
−
* Manager
+
}}
−
* Primary Email Address
+
<!-- ***************************************************************************************************************************** -->
−
* Primary Phone Number
+
<!-- *                                                  Assign to Team                                                          * -->
−
* Mobile Phone Number
+
<!-- ***************************************************************************************************************************** -->
−
* Interests
+
{{BPMAutomation|AssignToTeam|Assign to Team|
−
* Personal Interests
+
[[File:bpmassigntoteam.png|thumb|link=link=https://wiki.hornbill.com/images/8/8a/Bpmassigntoteam.png|Assign to Team]]|
−
* Qualifications
+
Use this option to assign the request to a specified team.  |
−
* Skills
+
{{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.}}
−
* Gender
+
{{bullet1|Team|Select a team from the list of available teams that have been defined under the Organizational Data in Administration}}
−
* Religion
+
{{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}}
−
* Nationality
+
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
−
* Country
+
{{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}}
−
* Language
+
{{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}}
−
|style="width:300px"|
+
}}
−
* Company
+
<!-- ******************************************************************************************************************************* -->
−
* Company Custom 1
+
<!-- *                                                      Assign to Owner                                                        * -->
−
* Company Custom 2
+
<!-- ******************************************************************************************************************************* -->
−
* Company Custom 3
+
{{BPMAutomation|AssignToOwner|Assign to Owner|
−
* Company Custom 4
+
[[File:bpmassigntoowner.png|thumb|link=https://wiki.hornbill.com/images/e/e9/Bpmassigntoowner.png]]|
−
* Company Custom 5
+
Use this option to assign the request to a specific Service Manager analyst.|
−
* Company Custom 6
+
{{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''.}}
−
* Division
+
{{bullet1|Team|The Team ID to be applied to the request}}
−
* Division Custom 1
+
{{bullet1|Owner|The user ID to be applied to the request}}
−
* Division Custom 2
+
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
−
* Division Custom 3
+
{{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}}
−
* Division Custom 4
+
{{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}}
−
* Division Custom 5
+
}}
−
* Division Custom 6
+
<!-- ******************************************************************************************************************************* -->
−
* Costcenter
+
<!-- *                                                  Assign to Owner (Variable)                                                * -->
−
* Costcenter Custom 1
+
<!-- ******************************************************************************************************************************* -->
−
* Costcenter Custom 2
+
{{BPMAutomation|AssignTOwnerVariable|Assign to Owner (Variable)|
−
* Costcenter Custom 3
+
[[File:bpmassigntoownervariable.png|thumb|link=https://wiki.hornbill.com/images/e/e9/Bpmassigntoowner.png]]|
−
|style="width:300px"|
+
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|
−
* Costcenter Custom 4
+
{{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.}}
−
* Costcenter Custom 5
+
{{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.}}
−
* Costcenter Custom 6
+
{{bullet1|Owner|Assign to an analyst based on a variable that has been populated using Progressive Capture or through the Get Information nodes}}
−
* Department
+
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
−
* Department Custom 1
+
{{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}}
−
* Department Custom 2
+
{{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.}}
−
* Department Custom 3
+
}}
−
* Department Custom 4
+
<!-- ******************************************************************************************************************************* -->
−
* Department Custom 5
+
<!-- *                                                  Assign to Request Creator                                                * -->
−
* Department Custom 6
+
<!-- ******************************************************************************************************************************* -->
−
* Customer Custom 1
+
{{BPMAutomation|AssignToRequestCreator|Assign to Request Creator|
−
* Customer Custom 2
+
[[File:bpmassigntorequestcreator.png|thumb|link=https://wiki.hornbill.com/images/7/7c/Bpmassigntorequestcreator.png]]|
−
* Customer Custom 3
+
Use this option to automatically assign the request to the Service Manager analyst who created / raised the request via Progressive Capture|
−
* Customer Custom 4
+
{{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''.}}
−
* Customer Custom 5
+
{{bullet1|Team|The Team ID to be applied to the request}}
−
* Customer Custom 6
+
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
−
* Customer Custom 7
+
{{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}}
−
* Customer Custom 8
+
{{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                                                  * -->
−
|}
+
<!-- ****************************************************************************************************************************** -->
−
</div>
+
{{BPMAutomation|AssignToMostAvailableAnalyst|Assign to Most Available Analyst|
−
</div>
+
[[File:bpmassigntomostavailable.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Bpmassigntomostavailable.png]]|
−
</div>
+
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.
−
 
 
−
<!-- ******************************************************** Request Details ********************************************************************* -->
 
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
−
<div id="GetRequestInfoRequestDetails"></div>
 
−
* Request Details
 
−
<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: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.
 
−
 
 
−
:* '''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:
 
−
 
 
−
{|
 
−
|- 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
 
−
|}
 
−
 
 
−
 
 
−
|}
 
−
</div>
 
−
</div>
 
−
</div>
 
−
 
 
−
<!-- ****************************************************** Progressive Capture Answers ******************************************************* -->
 
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
−
* Progressive Capture Answers
 
−
<div class="mw-collapsible-content">
 
−
::Requests > Get Request Information > Progressive Capture Answers
 
−
 
 
−
Use this option before a '''Decision''' node, if you want to load into the process the '''Answers''' from Progressive Capture Custom Forms.  By selecting this option, you can load and make available the answers to progressive capture custom forms, to then evaluate in following '''Decision''' nodes. 
 
−
 
 
−
An example of the use of this node could be if you have created a custom form which asked questions about a new start, and one of these questions was to determine which Department they would be joining, it is feasible in your business process that you may wish to check the answer value, and if it was '''Sales''' then branch in one direction, and if it was '''Accounts''' you may want to branch in another direction.  Using the Get Request Information > Progressive Capture Answers will allow these answers to be evaluated in a supporting business process.
 
−
[[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">
+
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|
−
* Service 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-content">
+
{{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 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
+
{{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.}}
−
 
+
{{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"}}
−
:* Custom Fields A - F
+
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
−
:* Feedback Enabled
+
{{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}}
−
:* Portal Visibility
+
{{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}}
−
:* Portfolio Status
+
}}
−
:* Service Category
+
<!-- ****************************************************************************************************************************** -->
−
:* Service Name
+
<!-- *                                                Assign on Round Robin Basis                                                * -->
−
:* Service Owner ID
+
<!-- ****************************************************************************************************************************** -->
−
:* Service Owner Name
+
{{BPMAutomation|RoundRobin|Assign on Round Robin Basis|
−
:* Status
+
[[File:bpmroundrobin.png|thumb|link=https://wiki.hornbill.com/images/4/41/Bpmroundrobin.png|Round Robin BPM Operation]]|
−
[[File:bp_get_info_service.png|600px]]
+
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.|
−
</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|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.}}
−
<!-- ******************************************************** Site Details ********************************************************************* -->
+
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
{{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}}
−
<div id="GetRequestInfoRequestDetails"></div>
+
{{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}}
−
* Site Details
+
}}
−
<div class="mw-collapsible-content">
+
<!-- ****************************************************************************************************************************** -->
−
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+
<!-- *                                                                                                                            * -->
−
::{|
+
<!-- *                                                      Authorization                                                        * -->
−
|- valign="top"
+
<!-- *                                                                                                                            * -->
−
|style="width:700px"|
+
<!-- ****************************************************************************************************************************** -->
−
[[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.
+
<!-- ****************************************************************************************************************************** -->
−
 
+
<!-- *                                                  Authorization Decision                                                  * -->
−
:* '''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''.
+
==== Authorisation Decision ====
−
<br>
+
Use the Authorisation Decision node to mark on a Change or Service Request form if an authorization decision has been made.
−
<br>
+
{{BPMAutomation|Approved|Approved|
−
The Variables that are available after this operation has been used include the following:
+
[[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''}}
−
|- valign="top"
+
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
−
|style="width:300px"|
+
{{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}}
−
* Building
+
{{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.}}
−
* Country
+
}}
−
* Company ID
+
{{BPMAutomation|Rejected|Rejected|
−
* Company Name
+
[[File:bpmrejected.png|thumb|link=https://wiki.hornbill.com/images/d/d5/Bpmrejected.png]]|
−
* Notes
+
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:300px"|
+
{{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''}}
−
* Site Code
+
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
−
* Site ID
+
{{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}}
−
* Site Name
+
{{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.}}
−
* Type
+
}}
−
|}
+
{{BPMAutomation|Clear|Clear|
−
 
+
[[File:bpmclearauthorization.png|thumb|link=https://wiki.hornbill.com/images/2/21/Bpmclearauthorization.png]]|
−
|}
+
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.|
−
</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|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
−
</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}}
−
 
+
{{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 ********************************************************************* -->
+
}}
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
<!-- ****************************************************************************************************************************** -->
−
<div id="GetTeamDetails"></div>
+
<!-- *                                                                                                                            * -->
−
* Team Details
+
<!-- *                                                      Collaboration                                                        * -->
−
<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: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.
 
  
−
:* '''Request Id'''
+
====Collaboration====
−
:: 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:
 
  
−
{|
+
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. 
−
|- valign="top"
+
<!-- ******************************************************************************************************************************* -->
−
|style="width:300px"|
+
<!-- *                                        Comment on Existing Public Workspace Post                                            -->
−
* Team (For Tasks)
+
<!-- ******************************************************************************************************************************* -->
−
* Name
+
{{BPMAutomation|CommentOnPost|Comment on Existing Public Workspace Post|
−
* Notes
+
[[File:bpmcommentonpost.png|thumb|link=https://wiki.hornbill.com/images/d/d3/Bpmcommentonpost.png]]|
−
* Manager ID
+
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.|
−
* Team Leader 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''}}
−
* Attribute 1
+
{{bullet1|Workspace|The ID of the workspace where the comment will be posted}}
−
|style="width:300px"|
+
{{bullet1|Content|The content of the comment to be added to the post}}
−
* Attribute 2
+
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
−
* Attribute 3
+
}}
−
* Attribute 4
+
{{BPMAutomation|CommentOnRequestSourcePost|Comment on Request Source Post|
−
* Attribute 5
+
[[File:bpmcommentonsourcepost.png|thumb|link=https://wiki.hornbill.com/images/8/88/Bpmcommentonsourcepost.png]]|
−
* Attribute 6
+
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.
  
−
|}
+
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. |
−
</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|Workspace|The ID of the workspace where the comment will be posted}}
−
</div>
+
{{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}}
 +
}}
  
−
====Integration====
+
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                                                                                            * -->
 +
<!-- *                                                    Email Notifications                                                    * -->
 +
<!-- *                                                                                                                            * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
====Email Notifications====        
 +
Use the Email Notification nodes to send email templates to different Request stakeholders.  Configuration options include recipient, which email template to use and which mailbox to send the email from.
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                    Email Contact                                                            -->
 +
<!-- ****************************************************************************************************************************** -->
 +
{{BPMAutomation|EmailContact|Email Contact|
 +
[[File:bpmemailcontact.png|thumb|link=https://wiki.hornbill.com/images/6/68/Bpmemailcontact.png]]|
 +
Use this node to send an email to a contact that has a contact record stored in Hornbill|
  
−
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.
+
{{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|Contact|Select a contact from the searchable pick list. Only contacts that have records stored in Hornbill will be available}}
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}
−
* Create Jira Request
+
{{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}}
−
::Requests > Integration > Create Jira Request
+
{{bullet1|Email From|Select the email address that you want listed as the sender.}}
−
[[File:Creat_Jira_Request.png|600px]]
+
{{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}}
−
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. 
+
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
−
*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.
+
{{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.}}
−
The following options need to be Configured:
+
}}
−
 
+
<!-- ***************************************************************************************************************************** -->
−
*'''Request id:''' Leave as Auto to pick up on the Request id against which the process is running.
+
<!-- *                                                  Email Co-worker                                                          * -->
−
*'''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.
+
<!-- ***************************************************************************************************************************** -->
−
 
+
{{BPMAutomation|EmailCoworker|Email Co-worker|
−
If selecting Yes, the following system settings will need to have been set and will be used:
+
[[File:bpmemailcoworker.png|thumb|link=https://wiki.hornbill.com/images/b/b3/Bpmemailcoworker.png]]|
−
 
+
Use this node to send an email to a Co-worker that has a user account in Hornbill|
−
:* '''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.
+
{{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.userName''': The Username of the account in Jira which the new request will be created under.
+
{{bullet1|Co-worker|Select a Co-worker from the searchable pick list. Only Co-workers that have accounts in Hornbill will be available}}
−
:* '''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.
+
{{bullet1|Co-worker (From Variable)|Set a Co-worker from a variable}}
−
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.projectName''': The Parent Project to which the new request will belong.
+
{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}
−
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.url''': The full URL for the Jira instance against which the new request will be created.
+
{{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}}
−
If selecting No the following options will need to be manually set
+
{{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.}}
−
*'''URL:'''  The full URL for the Jira instance against which the new request will be created.
+
{{bullet1|Email Template|Select the email template that you want to use for this email}}
−
*'''Project Name:''' The Parent Project to which the new request will belong.
+
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
−
*'''Issue Type:''' This is the Jira Issue type which will be created - Bug, Improvement, New Feature, Task or custom created on your Jira instance.
+
{{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}}
−
*'''Username:''' The Username of the account in Jira which the new request will be created under.
+
{{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.}}
−
*'''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.
+
<!-- *                                                      Email Customer                                                      * -->
−
 
+
<!-- ***************************************************************************************************************************** -->
−
*'''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)
+
{{BPMAutomation|EmailCustomer|Email Customer|
−
[[File:Jira_Create.png|600px]]
+
[[File:bpmemailcustomer.png|thumb|link=https://wiki.hornbill.com/images/2/23/Bpmemailcustomer.png]]|
−
</div>
+
Use this node to send an email to 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}}
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}
−
* Add Jira Request Comment
+
{{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 class="mw-collapsible-content">
+
{{bullet1|Email From|Select the email address that you want listed as the sender.}}
−
::Requests > Integration > Add Jira Request Comment
+
{{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:Add_Jira_Comment.png|600px]]
+
{{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}}
−
Add a comment to an existing Jira 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}}
−
* 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. 
+
{{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.}}
−
 
+
}}
−
The following options need to be Configured:
+
<!-- ***************************************************************************************************************************** -->
−
 
+
<!-- *                                                  Email Customer's Manager                                                * -->
−
*'''Request id:''' Leave as Auto to pick up on the Request id against which the process is running.
+
<!-- ***************************************************************************************************************************** -->
−
*'''Use App Settings:''' Set to Yes if you want to use the global values you can define in the system settings for Service Manager (Home > Service Manager > Application), select No if you want to manually set the values to use for this specific node.
+
{{BPMAutomation|EmailCustomerManager|Email Customer Manager|
−
 
+
[[File:bpmemailcustomermanager.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmemailcustomermanager.png]]|
−
If selecting Yes, the following system settings will need to have been set and will be used:
+
Use this node to send an email to the Manager of the customer that is associated 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.}}
−
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.userName''': The Username of the account in Jira which the new comment will be created under.
+
{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}
−
:* '''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.
+
{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}
−
:* '''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.
+
{{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.}}
−
If selecting No the following options will need to be manually set
+
{{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}}
−
*'''URL:'''  The full URL for the Jira instance against which the new request will be created.
+
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
−
*'''Username:''' The Username of the account in Jira which the new comment will be created under.
+
{{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}}
−
*'''Password:''' The Password for the user account in Jira which the new request comment will be added.
+
{{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.}}
−
 
+
}}
−
In either case the following will also need to be configured manually.
+
<!-- ***************************************************************************************************************************** -->
 +
<!-- *                                                      Email External Address                                              * -->
 +
<!-- ***************************************************************************************************************************** -->
 +
{{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.}}
 +
}}
 +
<!-- **************************************************************************************************************************** -->
 +
<!-- *                                                  Email Request Owner                                                    * -->
 +
<!-- **************************************************************************************************************************** -->
 +
{{BPMAutomation|EmailOwner|Email Request Owner|
 +
[[File:bpmemailowner.png|thumb|link=https://wiki.hornbill.com/images/e/ea/Bpmemailowner.png]]|
 +
Use this node to send an email to 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.}}
 +
{{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.}}
 +
}}
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                                                                                            * -->
 +
<!-- *                                                    Get Request Information                                                * -->
 +
<!-- *                                                                                                                            * -->
 +
<!-- ****************************************************************************************************************************** -->
  
−
*'''Comment:''' Configure the message content which will be added to the Jira Request
+
====Get Request Information====
−
*'''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)
+
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.
−
[[File:Jira_Comment.png|600px]]
+
<!-- ****************************************************************************************************************************** -->
−
 
+
<!-- *                                                  Category Details                                                          * -->
−
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]]
+
{{BPMAutomation|Category_Details|Catagory Details|
−
</div>
+
[[File:bpmgetcategorydetails.png|thumb|link=]]|
−
</div>
+
Use this automation to get information about the logging or closure categories. |
−
 
+
{{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.}}
−
<!-- ******************************************************** 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>
+
<!-- *                                                 Customer Details                                                          * -->
−
* Log New Service Request
+
<!-- ****************************************************************************************************************************** -->
−
<div class="mw-collapsible-content">
+
{{BPMAutomation|Customer_Details|Customer Details|
−
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+
[[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.|
−
|- valign="top"
+
{{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.}}
−
|style="width:700px"|
+
}}
−
[[File:bpmintegrationrequest.png|thumb|link=https://wiki.hornbill.com/images/a/a6/Bpmintegrationrequest.png|Log New Request]]
+
<!-- ****************************************************************************************************************************** -->
−
==== Log New Service Request ====
+
<!-- *                                              Source Email Details                                                        * -->
−
This node can be used by other Hornbill apps to raise requests within Service Manager.
+
<!-- ****************************************************************************************************************************** -->
−
==== Options ====
+
{{BPMAutomation|Source_Email_Details|Source Email Details|
−
:* ''' Summary'''
+
[[File:bpmsourceemaildetails.png|thumb|link=https://wiki.hornbill.com/images/a/ad/Bpmsourceemaildetails.png]]|
−
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
+
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.|
−
:* ''' Description'''
+
{{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.}}
−
:: 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
+
<!-- *                                              Organisation Details                                                        * -->
−
:* ''' Catalog Item '''
+
<!-- ****************************************************************************************************************************** -->
−
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item
+
{{BPMAutomation|Organisation_Details|Organisation Details|
−
:* ''' Priority '''
+
[[File:bpmorganisationdetails.png|thumb|link=https://wiki.hornbill.com/images/1/1c/Bpmorganisationdetails.png]]|
−
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list
+
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.|
−
:* ''' 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.}}
−
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.
+
}}
−
:* ''' Team '''
+
<!-- ****************************************************************************************************************************** -->
−
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list
+
<!-- *                                                      Owner Details                                                        * -->
−
:* ''' 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
+
{{BPMAutomation|GetRequestInfoOwner|Owner Details|
−
:* ''' Site '''
+
[[File:getrequestownerbpm.png|thumb|link=https://wiki.hornbill.com/images/8/8b/Getrequestownerbpm.png]]|
−
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list
+
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.|
−
:* ''' Status '''
+
{{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.}}
−
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list
+
}}
−
:* '''System Timeline Update'''
+
<!-- ****************************************************************************************************************************** -->
−
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''
+
<!-- *                                                    Request Details                                                        * -->
−
:* ''' Manual Timeline Update '''
+
<!-- ****************************************************************************************************************************** -->
−
:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.
+
{{BPMAutomation|GetRequestInfoRequestDetails|Request Details|
−
:* ''' Visibility'''
+
[[File:getrequestdetailsbpm.png|thumb|link=https://wiki.hornbill.com/images/b/bb/Getrequestdetailsbpm.png]]|
−
:: Set the Visibility of the Timeline Entry if one is provided.
+
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.}}
−
</div>
+
}}
−
</div>
+
<!-- ****************************************************************************************************************************** -->
−
</div>
+
<!-- *                                                Progressive Capture Answers                                                * -->
−
<!-- **************************************END OF OPERATION DOCUMENTATION***************************************************** -->
+
<!-- ****************************************************************************************************************************** -->
 +
{{BPMAutomation|Progessive_Capture_Answers|Progressive Capture Answers|
 +
[[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. 
 +
 
 +
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.}}
 +
}}
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                      Service Details                                                      * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
{{BPMAutomation|Service_Details|Service Details|
 +
[[File:bpmservicedetails.png|thumb|link=https://wiki.hornbill.com/images/1/10/Bpmservicedetails.png]]|
 +
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.|
 +
{{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.}}
 +
}}
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                        Site Details                                                      * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
{{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.}}
 +
}}
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                        Team Details                                                      * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
{{BPMAutomation|GetTeamDetails|Team Details|
 +
[[File:getteamdetails.png|thumb|link=https://wiki.hornbill.com/images/a/a2/Getteamdetails.png]]|
 +
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|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====
 +
 
 +
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.
  
−
====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">
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
−
* Resolve Linked Requests
+
* Create Jira Request
 
<div class="mw-collapsible-content">
 
<div class="mw-collapsible-content">
−
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+
::Requests > Integration > Create Jira Request
−
::{|
+
[[File:Creat_Jira_Request.png|600px]]
−
|- valign="top"
 
−
|style="width:700px"|
 
−
[[File:bpmresolvelinkedrequest.png|thumb|link=https://wiki.hornbill.com/images/1/19/Bpmresolvelinkedrequest.png|Resolve Linked Requests]]
 
  
−
==== Resolve Linked Requests ====
+
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 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.
+
*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.
  
−
==== Options ====
+
The following options need to be Configured:
−
:* '''Request ID'''
 
−
:: This value is automatically applied.  Leave this setting as ''Auto''
 
−
:* '''Request Type'''
 
−
:: When set, only the request type that is selected will be resolved.  When not set, all linked requests will be resolved
 
−
:* '''Status'''
 
−
:: Select the status that you wish to set the linked requests to.  Either '''Resolve''' or '''Close'''
 
−
:* '''Visibility'''
 
−
:: Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
 
−
:* '''System Timeline Update'''
 
−
::Select if the default system text will be added to the timeline for this action
 
−
:* '''Manual Timeline Update'''
 
−
::Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
 
−
:* '''Stop Timers'''
 
−
:: If there are Service Level Target Timers (Response or Resolution) on the linked request, these timers will be stopped and the Target marked
 
−
:* '''Notify Owner'''
 
−
:: Notify the owner of any linked request when resolved.  The type of notification will be based on the Service Manager application settings
 
−
::: '''guest.app.requests.notification.notificationType.teamLinkedRequestResolveAction'''
 
−
::: '''guest.app.requests.notification.notificationType.teamLinkedRequestResolveAction'''
 
−
:* '''Email Customer'''
 
−
:: Send an email to Customer of the linked requests. Requires that the Mailbox Name and Email Template are selected
 
−
:* '''Mailbox Name'''
 
−
:: Name of the mailbox from which to send a customer email when the Email Customer option is set to ''Yes''
 
−
:* '''Email Template'''
 
−
:: Name of the Email Template to use when the Email Customer option is set to ''Yes''
 
−
|}
 
−
</div>
 
−
</div>
 
−
</div>
 
  
−
<!-- **************************************START OF UPDATE LINKED REQUESTS***************************************************** -->
+
*'''Request id:''' Leave as Auto to pick up on the Request id against which the process is running.
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
*'''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.
−
* Update Linked Requests
+
 
−
<div class="mw-collapsible-content">
+
If selecting Yes, the following system settings will need to have been set and will be used:
−
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+
 
−
::{|
+
:* '''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.
−
|- valign="top"
+
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.userName''': The Username of the account in Jira which the new request will be created under.
−
|style="width:700px"|
+
:* '''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.
−
[[File:bpmupdatelinkedrequests.png|thumb|link=https://wiki.hornbill.com/images/6/64/Bpmupdatelinkedrequests.png|Update Linked Requests]]
+
:* '''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.
  
−
==== Update Linked Requests ====
+
If selecting No the following options will need to be manually set
−
This option allows you at specific times in a process to update linked requests.  The options include defining the update text which will be added to the linked requests, as well as setting granular options to decide which linked request types should be updated.  For example you may only want the Incidents from the Problem to receive the update, and not the Change, which the Problem is also linked too. 
 
  
−
==== Options ====
+
*'''URL:''' The full URL for the Jira instance against which the new request will be created.
−
:* '''Request ID'''
+
*'''Project Name:''' The Parent Project to which the new request will belong.
−
:: This value is automatically applied. Leave this setting as ''Auto''
+
*'''Issue Type:''' This is the Jira Issue type which will be created - Bug, Improvement, New Feature, Task or custom created on your Jira instance.
−
:* '''Content'''
+
*'''Username:''' The Username of the account in Jira which the new request will be created under.
−
:: Provide the text that you would like to include in the update
+
*'''Password:''' The Password for the user account in Jira which the new request will be created under.
−
:* '''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.
+
In either case the following can also be configured manually.
−
:* '''Request Type'''
+
 
−
:: Select a specific request type where only the linked requests of this type will be updated
+
*'''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 Closed Requests'''
+
[[File:Jira_Create.png|600px]]
−
:: Set if the update should also be applied to any linked requests which have a closed status.
 
−
:* '''System Timeline Update'''
 
−
:: Select if the default system text will be added to the timeline for this action
 
−
:* '''Manual Timeline Update'''
 
−
:: Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
 
−
|}
 
−
</div>
 
 
</div>
 
</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 class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
−
<div id="LogNewChange"></div>
+
* Add Jira Request Comment
−
* Log New Change
 
 
<div class="mw-collapsible-content">
 
<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:bpmlognewchange.png|thumb|link=https://wiki.hornbill.com/images/d/da/Bpmlognewchange.png|Log New Change]]
+
* 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. 
−
:* '''Request ID'''
+
 
−
:: This is an automatic option and should be set to ''Auto''
+
The following options need to be Configured:
−
:* ''' Summary'''
+
 
−
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
+
*'''Request id:''' Leave as Auto to pick up on the Request id against which the process is running.
−
:* ''' Description'''
+
*'''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.
−
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description
+
 
−
:* ''' Service '''
+
If selecting Yes, the following system settings will need to have been set and will be used:
−
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list.  If a Service is specified without a Catalog Item, the BPM workflow set against this request type on the Service Configuration will be used on the new request.
+
 
−
:* ''' Catalog Item '''
+
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.userName''': The Username of the 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.  If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.
+
:* '''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.
−
:* ''' Priority '''
+
:* '''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.
−
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list
+
 
−
:* ''' Category '''
+
If selecting No the following options will need to be manually set
−
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.
+
 
−
:* ''' Team '''
+
*'''URL:''' The full URL for the Jira instance against which the new request will be created.
−
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list
+
*'''Username:''' The Username of the account in Jira which the new comment will be created under.
−
:* ''' Owner '''
+
*'''Password:''' The Password for the user account in Jira which the new request comment will be added.
−
:: To add an Owner to the new request, set to ''Manual'' and select start typing the name of the user and then select them from the pick list
+
 
−
:* ''' Site '''
+
In either case the following will also need to be configured manually.
−
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list
+
 
−
:* ''' Status '''
+
*'''Comment:''' Configure the message content which will be added to the Jira Request
−
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list
+
*'''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)
−
:* ''' Copy Customer? '''
+
[[File:Jira_Comment.png|600px]]
−
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''
+
 
−
:* ''' Copy Summary? '''
+
This will add the Comment into the '''Comments''' tab of the Activity section on the Jira request as shown below.
−
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''
+
[[File:Jira_Comment_Jira.png|600px]]
−
:* ''' Copy Description? '''
+
</div>
−
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''
+
</div>
−
:* ''' Copy Service? '''
 
−
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''
 
−
:* ''' Copy Priority? '''
 
−
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''
 
−
:* ''' Copy Category? '''
 
−
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''
 
−
:* ''' Copy Team? '''
 
−
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''
 
−
:* ''' Copy Owner? '''
 
−
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''
 
−
:* ''' Copy Site? '''
 
−
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''
 
−
:* ''' Copy Status? '''
 
−
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
 
−
:* ''' System Timeline Update '''
 
−
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''
 
−
:* ''' Manual Timeline Update '''
 
−
:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.
 
−
:* ''' Visibility'''
 
−
:: Set the Visibility of the Timeline Entry if one is provided.
 
−
|}
 
−
</div>
 
−
</div>
 
−
</div>
 
  
−
<!-- ****************************************************** START OF OPERATION *********************************************************** -->
+
<!-- ******************************************************** START OF NEW REQUEST ********************************************** -->
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
−
<div id="LogNewIncident"></div>
+
<div id="integrationnewrequest"></div>
−
* Log New Incident
+
* Log New Service Request
 
<div class="mw-collapsible-content">
 
<div class="mw-collapsible-content">
 
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
 
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
Line 1,262: Line 2,109:
 
|- valign="top"
 
|- valign="top"
 
|style="width:700px"|
 
|style="width:700px"|
−
[[File:lognewincident.png|thumb|link=https://wiki.hornbill.com/images/6/65/Lognewincident.png|Log New Incident]]
+
[[File:bpmintegrationrequest.png|thumb|link=https://wiki.hornbill.com/images/a/a6/Bpmintegrationrequest.png|Log New Request]]
−
:* '''Request ID'''
+
==== Log New Service Request ====
−
:: This is an automatic options and should be set to ''Auto''
+
This node can be used by other Hornbill apps to raise requests within Service Manager. 
 +
==== Options ====
 
:* ''' Summary'''  
 
:* ''' Summary'''  
 
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
 
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
Line 1,270: Line 2,118:
 
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description  
 
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description  
 
:* ''' Service '''
 
:* ''' 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.
+
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list
 
:* ''' Catalog Item '''
 
:* ''' Catalog Item '''
−
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item.  If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.
+
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item
 
:* ''' Priority '''
 
:* ''' Priority '''
 
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list
 
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list
Line 1,285: Line 2,133:
 
:* ''' Status '''
 
:* ''' Status '''
 
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list  
 
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list  
−
:* ''' Copy Customer? '''
+
:* '''System Timeline Update'''
−
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''
+
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''
−
:* ''' Copy Summary? '''
+
:* ''' Manual Timeline Update '''
−
:: To use the same Summary as the originating request, set to ''Manual'' and select ''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.
−
:* ''' Copy Description? '''
+
:* ''' Visibility'''
−
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''
+
:: Set the Visibility of the Timeline Entry if one is provided.
−
:* ''' Copy Service? '''
+
|}
−
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''
+
</div>
−
:* ''' Copy Priority? '''
+
</div>
−
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''
+
</div>
−
:* ''' Copy Category? '''
+
<!-- **************************************END OF OPERATION DOCUMENTATION***************************************************** -->
−
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''
+
 
−
:* ''' Copy Team? '''
+
====Linked Requests====
−
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''
+
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. 
−
:* ''' Copy Owner? '''
+
 
−
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''
+
<!-- ******************************* START OF RESOLVE LINKED REQUESTS ******************************************************** -->
−
:* ''' Copy Site? '''
 
−
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''
 
−
:* ''' Copy Status? '''
 
−
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
 
−
:* ''' System Timeline Update '''
 
−
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''
 
−
:* ''' Manual Timeline Update '''
 
−
:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.
 
−
:* ''' Visibility'''
 
−
:: Set the Visibility of the Timeline Entry if one is provided.
 
−
|}
 
−
</div>
 
−
</div>
 
−
</div>
 
−
<!-- ****************************************************** START OF OPERATION *********************************************************** -->
 
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
−
<div id="LogNewKnownError"></div>
+
* Resolve Linked Requests
−
* Log New Known Error
 
 
<div class="mw-collapsible-content">
 
<div class="mw-collapsible-content">
 
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
 
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
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|- valign="top"
 
|- valign="top"
 
|style="width:700px"|
 
|style="width:700px"|
−
[[File:bmplognewke.png|thumb|link=https://wiki.hornbill.com/images/f/ff/Bmplognewke.png|Log New Known Error]]
+
[[File:bpmresolvelinkedrequest.png|thumb|link=https://wiki.hornbill.com/images/1/19/Bpmresolvelinkedrequest.png|Resolve Linked Requests]]
−
:* '''Request ID'''
+
 
−
:: This is an automatic options and should be set to ''Auto''
+
==== Resolve Linked Requests ====
−
:* ''' Summary'''
+
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. 
−
:: 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.
+
:* '''Request Type'''
−
:* ''' Catalog Item '''
+
:: When set, only the request type that is selected will be resolved. When not set, all linked requests will be resolved
−
:: 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.
+
:* '''Status'''
−
:* ''' Priority '''
+
:: Select the status that you wish to set the linked requests to.  Either '''Resolve''' or '''Close'''
−
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list
+
:* '''Visibility'''
−
:* ''' Category '''
+
:: 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 Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.
+
:* '''System Timeline Update'''
−
:* ''' Team '''
+
::Select if the default system text will be added to the timeline for this action
−
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list
+
:* '''Manual Timeline Update'''
−
:* ''' Owner '''
+
::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 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
+
:* '''Stop Timers'''
−
:* ''' Site '''
+
:: 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 Site to the new request, set to ''Manual'' and select a Site from the pick list
+
:* '''Notify Owner'''
−
:* ''' Status '''
+
:: Notify the owner of any linked request when resolved.  The type of notification will be based on the Service Manager application settings
−
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list
+
::: '''guest.app.requests.notification.notificationType.teamLinkedRequestResolveAction'''
−
:* ''' Copy Customer? '''
+
::: '''guest.app.requests.notification.notificationType.teamLinkedRequestResolveAction'''
−
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''
+
:* '''Email Customer'''
−
:* ''' Copy Summary? '''
+
:: Send an email to Customer of the linked requests. Requires that the Mailbox Name and Email Template are selected
−
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''
+
:* '''Mailbox Name'''
−
:* ''' Copy Description? '''
+
:: Name of the mailbox from which to send a customer email when the Email Customer option is set to ''Yes''
−
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''
+
:* '''Email Template'''
−
:* ''' Copy Service? '''
+
:: Name of the Email Template to use when the Email Customer option is set to ''Yes''
−
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''
+
|}
−
:* ''' Copy Priority? '''
 
−
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''
 
−
:* ''' Copy Category? '''
 
−
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''
 
−
:* ''' Copy Team? '''
 
−
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''
 
−
:* ''' Copy Owner? '''
 
−
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''
 
−
:* ''' Copy Site? '''
 
−
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''
 
−
:* ''' Copy Status? '''
 
−
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
 
−
:* ''' System Timeline Update '''
 
−
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''
 
−
:* ''' Manual Timeline Update '''
 
−
:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.
 
−
:* ''' Visibility'''
 
−
:: Set the Visibility of the Timeline Entry if one is provided.
 
−
|}
 
 
</div>
 
</div>
 
</div>
 
</div>
 
</div>
 
</div>
  
−
<!-- ****************************************************** START OF OPERATION *********************************************************** -->
+
<!-- **************************************START OF UPDATE LINKED REQUESTS***************************************************** -->
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
−
<div id="LogNewProblem"></div>
+
* Update Linked Requests
−
* Log New Problem
 
 
<div class="mw-collapsible-content">
 
<div class="mw-collapsible-content">
 
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
 
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
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|- valign="top"
 
|- valign="top"
 
|style="width:700px"|
 
|style="width:700px"|
−
[[File:bmplognewproblem.png|thumb|link=https://wiki.hornbill.com/images/b/bb/Bmplognewproblem.png|Log New Problem]]
+
[[File:bpmupdatelinkedrequests.png|thumb|link=https://wiki.hornbill.com/images/6/64/Bpmupdatelinkedrequests.png|Update Linked Requests]]
 +
 
 +
==== Update Linked Requests ====
 +
This option allows you at specific times in a process to update linked requests.  The options include defining the update text which will be added to the linked requests, as well as setting granular options to decide which linked request types should be updated.  For example you may only want the Incidents from the Problem to receive the update, and not the Change, which the Problem is also linked too. 
 +
 
 +
==== Options ====
 
:* '''Request ID'''
 
:* '''Request ID'''
−
:: This is an automatic options and should be set to ''Auto''
+
:: This value is automatically applied.  Leave this setting as ''Auto''
−
:* ''' Summary'''  
+
:* '''Content'''
−
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
+
:: Provide the text that you would like to include in the update
−
:* ''' Description'''  
+
:* '''Visibility'''
−
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description
+
:* 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.
−
:* ''' Service '''
+
:* '''Request Type'''
−
:: 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.
+
:: Select a specific request type where only the linked requests of this type will be updated
−
:* ''' Catalog Item '''
+
:* '''Update Closed Requests'''
−
:: 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.
+
:: Set if the update should also be applied to any linked requests which have a closed status.
−
:* ''' Priority '''
+
:* '''System Timeline Update'''
−
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list
+
:: Select if the default system text will be added to the timeline for this action
−
:* ''' Category '''
+
:* '''Manual Timeline Update'''  
−
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.
+
:: Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
−
:* ''' Team '''
+
|}
−
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list
+
</div>
−
:* ''' Owner '''
+
</div>
−
:: 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
+
</div>
−
:* ''' Site '''
+
<!-- **************************************END OF OPERATION***************************************************** -->
−
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list
+
 
−
:* ''' Status '''
+
<!-- ****************************************************************************************************************************** -->
−
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list
+
<!-- *                                                                                                                            * -->
−
:* ''' Copy Customer? '''
+
<!-- *                                                      Log Requests                                                        * -->
−
:: 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''
+
==== Log Requests ====
−
:* ''' Copy Description? '''
+
Use the Log Request to automatically raise another request at a particular point in the workflow.  
−
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''
+
<!-- ****************************************************************************************************************************** -->
−
:* ''' Copy Service? '''
+
<!-- *                                                    Log New Change                                                        * -->
−
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''
+
<!-- ****************************************************************************************************************************** -->
−
:* ''' Copy Priority? '''
+
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
−
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''
+
<div id="LogNewChange"></div>
−
:* ''' Copy Category? '''
+
* Log New Change
−
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''
+
<div class="mw-collapsible-content">
−
:* ''' Copy Team? '''
 
−
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''
 
−
:* ''' Copy Owner? '''
 
−
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''
 
−
:* ''' Copy Site? '''
 
−
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''
 
−
:* ''' Copy Status? '''
 
−
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
 
−
:* ''' System Timeline Update '''
 
−
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''
 
−
:* ''' Manual Timeline Update '''
 
−
:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.
 
−
:* ''' Visibility'''
 
−
:: Set the Visibility of the Timeline Entry if one is provided.
 
−
|}
 
−
</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="LogNewRelease"></div>
 
−
* Log New Release
 
−
<div class="mw-collapsible-content">
 
 
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
 
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
 
::{|
 
::{|
 
|- valign="top"
 
|- valign="top"
 
|style="width:700px"|
 
|style="width:700px"|
−
[[File:bmplognewrelease.png|thumb|link=https://wiki.hornbill.com/images/e/ea/Bmplognewrelease.png|Log New Release]]
+
[[File:bpmlognewchange.png|thumb|link=https://wiki.hornbill.com/images/d/da/Bpmlognewchange.png|Log New Change]]
 
:* '''Request ID'''
 
:* '''Request ID'''
−
:: This is an automatic options and should be set to ''Auto''
+
:: This is an automatic option and should be set to ''Auto''
 
:* ''' Summary'''  
 
:* ''' Summary'''  
 
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
 
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
 
:* ''' Description'''  
 
:* ''' Description'''  
 
:: To add a description to the new request, set to ''Manual'' and provide the required text for the 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 '''
 
:* ''' 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.
 
:: 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 1,465: Line 2,260:
 
:* ''' Category '''
 
:* ''' Category '''
 
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.
 
:: 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 '''
 
:* ''' Team '''
 
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list  
 
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list  
Line 1,493: Line 2,290:
 
:* ''' Copy Status? '''
 
:* ''' Copy Status? '''
 
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
 
:: 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 '''
 
:* ''' 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''
 
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''
Line 1,503: Line 2,303:
 
</div>
 
</div>
 
</div>
 
</div>
−
 
+
<!-- ****************************************************************************************************************************** -->
−
<!-- ****************************************************** START OF OPERATION *********************************************************** -->
+
<!-- *                                                    Log New Incident                                                      * -->
 +
<!-- ****************************************************************************************************************************** -->
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
−
<div id="LogNewRequest"></div>
+
<div id="LogNewIncident"></div>
−
* Log New Request
+
* Log New Incident
 
<div class="mw-collapsible-content">
 
<div class="mw-collapsible-content">
 
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
 
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
Line 1,513: Line 2,314:
 
|- valign="top"
 
|- valign="top"
 
|style="width:700px"|
 
|style="width:700px"|
−
[[File:bmplognewrequest.png|thumb|link=https://wiki.hornbill.com/images/0/05/Bmplognewrequest.png|Log New Request]]
+
[[File:lognewincident.png|thumb|link=https://wiki.hornbill.com/images/6/65/Lognewincident.png|Log New Incident]]
 
:* '''Request ID'''
 
:* '''Request ID'''
 
:: This is an automatic options and should be set to ''Auto''
 
:: This is an automatic options and should be set to ''Auto''
Line 1,520: Line 2,321:
 
:* ''' Description'''  
 
:* ''' Description'''  
 
:: To add a description to the new request, set to ''Manual'' and provide the required text for the 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 '''
 
:* ''' 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.
+
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list.  If a Service is specified without a Catalog Item, the BPM workflow set against this request type on the Service Configuration will be used on the new request.
 
:* ''' Catalog Item '''
 
:* ''' Catalog Item '''
 
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item.  If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.
 
:: 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.
Line 1,556: Line 2,359:
 
:* ''' Copy Status? '''
 
:* ''' Copy Status? '''
 
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
 
:: 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 '''
 
:* ''' 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''
 
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''
Line 1,566: Line 2,372:
 
</div>
 
</div>
 
</div>
 
</div>
−
 
+
<!-- ****************************************************************************************************************************** -->
−
 
+
<!-- *                                                    Log New Known Error                                                    * -->
−
{{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.}}
+
<!-- ****************************************************************************************************************************** -->
−
 
+
{{BPMAutomation|LogNewKnownError|Log New Known Error|
−
====Request Service====
+
[[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|
−
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.
+
{{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.}}
 +
}}
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                    Log New Problem                                                        * -->
 +
<!-- ****************************************************************************************************************************** -->
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
−
* Update Service Status
+
<div id="LogNewProblem"></div>
 +
* Log New Problem
 
<div class="mw-collapsible-content">
 
<div class="mw-collapsible-content">
−
:* '''Request ID''' - This is an automatic options and should be set to ''Auto''
+
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
−
:* '''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.
+
|- valign="top"
−
[[File:Update_Request_Service_Status.png|centre|600px]]
+
|style="width:700px"|
−
</div>
+
[[File:bmplognewproblem.png|thumb|link=https://wiki.hornbill.com/images/b/bb/Bmplognewproblem.png|Log New Problem]]
−
</div>
+
:* '''Request ID'''
−
 
+
:: This is an automatic options and should be set to ''Auto''
−
===Suspend===
+
:* ''' Summary'''  
−
 
+
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
−
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.  
+
:* ''' Description'''  
−
 
+
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
:* ''' Service '''
−
* Await Expiry
+
:: 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.
−
<div class="mw-collapsible-content">
+
:* ''' Catalog Item '''
−
::Requests > Suspend > Await Expiry
+
:: 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.
−
::Use this suspend node to suspend a Request's Business Process until the expire period has been reached.
+
:* ''' Priority '''
−
:* '''Expire Period'''
+
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list
−
::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.
+
:* ''' Category '''
−
:* '''Expire Date/Time'''
+
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.
−
::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.
+
:* ''' Team '''
−
[[File:Suspend_Await_Expiry.png|600px]]
+
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list
−
</div>
+
:* ''' Owner '''
−
</div>
+
:: To add an Owner to the new request, set to ''Manual'' and select start typing the name of the user and then select them from the pick list
−
 
+
:* ''' Site '''
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list
−
* Wait for List of Request Authorisers
+
:* ''' Status '''
−
<div class="mw-collapsible-content">
+
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list
−
::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'')
+
:* ''' Copy Customer? '''
−
:* '''Action Focus'''
+
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''
−
:: 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.
+
:* ''' Copy Summary? '''
−
:* '''Authorization Type'''
+
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''
−
:: 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.
+
:* ''' Copy Description? '''
−
:* '''Service Owner'''
+
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''
−
:: Selecting ''Yes'' will automatically include the owner of the service that the requests is raised against, to the list of authorizers
+
:* ''' Copy Service? '''
−
:* '''Linked Service Owners'''
+
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''
−
:: Selecting ''Yes'' will automatically include the owners of the services that are linked to the request, to the list of authorizers
+
:* ''' Copy Priority? '''
−
:* '''Linked Assets Owners'''
+
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''
−
:: Selecting ''Yes'' will automatically include the owners of the assets that are linked to the request, to the list of authorizers
+
:* ''' Copy Category? '''
−
 
+
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''
−
:[[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.  
+
:* ''' Copy Team? '''
−
[[File:WaitforlistofApprovers.png|600px]]
+
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''
−
</div>
+
:* ''' Copy Owner? '''
−
</div>
+
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''
−
 
+
:* ''' Copy Site? '''
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''
−
* Wait for Request Closure
+
:* ''' Copy Status? '''
−
<div class="mw-collapsible-content">
+
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
−
::Requests > Suspend > Wait for Request Closure
+
:* ''' Copy Questions? '''
−
 
+
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''
−
[[File:Suspend_Wait_Close.png|600px]]
+
{{Bullet1|Copy Assets|Copy the assets that are associated to the original request. Set to ''Manual'' and select ''Yes''}}
−
</div>
+
:* ''' System Timeline Update '''
−
</div>
+
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''
−
 
+
:* ''' Manual Timeline Update '''
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
:: 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.
−
* Wait for Request Closure Category
+
:* ''' Visibility'''
−
<div class="mw-collapsible-content">
+
:: Set the Visibility of the Timeline Entry if one is provided.
−
::Requests > Suspend > Wait for Request Closure Category
+
|}
−
 
 
−
[[File:Closure_Category.png|600px]]
 
−
</div>
 
 
</div>
 
</div>
−
 
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
−
* Wait for Customer
 
−
<div class="mw-collapsible-content">
 
−
::Requests > Suspend > Wait for Customer
 
−
 
−
[[File:at_requests_suspend_waitForCustomer.png|600px]]
 
 
</div>
 
</div>
 
</div>
 
</div>
−
<!-- ************************************************************************************************************** -->
+
<!-- ****************************************************************************************************************************** -->
−
<!-- *                                       Suspend and Wait for Feedback                                        * -->
+
<!-- *                                                     Log New Release                                                        * -->
−
<!-- ************************************************************************************************************** -->
+
<!-- ****************************************************************************************************************************** -->
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
−
<div id="SuspendAndWaitForFeedback"></div>
+
<div id="LogNewRelease"></div>
−
* Suspend and Wait for Feedback
+
* Log New Release
 
<div class="mw-collapsible-content">
 
<div class="mw-collapsible-content">
 
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
 
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
Line 1,658: Line 2,487:
 
|- valign="top"
 
|- valign="top"
 
|style="width:700px"|
 
|style="width:700px"|
−
[[File:bpmswaitforfeedback.png|thumb|link=https://wiki.hornbill.com/images/8/83/Bpmswaitforfeedback.png|Wait for Feedback]]
+
[[File:bmplognewrelease.png|thumb|link=https://wiki.hornbill.com/images/e/ea/Bmplognewrelease.png|Log New Release]]
−
 
+
:* '''Request ID'''
−
====Suspend and Wait for Feedback ====
+
:: This is an automatic options and should be set to ''Auto''
−
Use this node to suspend the workflow on the request until the customer has provided feedback
+
:* ''' Summary'''
−
 
+
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
−
====Options====
+
:* ''' Description'''  
−
:* '''RequestID'''
+
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description
−
:: 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.
+
:* ''' Service '''
−
:* '''Action Focus'''
+
:: 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.
−
:: Sets the Action Item on a request that will be in focus. When using this suspend node.
+
:* ''' Catalog Item '''
−
:* '''Expire Period'''
+
:: 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.
−
:: 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.
+
:* ''' Priority '''
−
|}
+
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list
−
</div>
+
:* ''' Category '''
−
</div>
+
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.
−
</div>
+
{{Bullet1|Release Type|Set the Release Type for this Release. The options are driven from the 'releaseRequestType' Simple List.}}
−
<!-- ************************************************************************************************************** -->
+
:* ''' Team '''
−
<!-- *                                Suspend and Wait for Request Description                                    * -->
+
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list
−
<!-- ************************************************************************************************************** -->
+
:* ''' Owner '''
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
:: 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
−
* Wait for Request Description
+
:* ''' Site '''
−
<div class="mw-collapsible-content">
+
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list
−
::Requests > Suspend > Wait for Request Description
+
:* ''' Status '''
−
 
+
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list
−
[[File:Suspend_Request_Description.png|600px]]
+
:* ''' Copy Customer? '''
−
</div>
+
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''
−
</div>
+
:* ''' Copy Summary? '''
−
 
+
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''
−
<!-- *******************************START OF WAIT FOR REQUEST EMAIL OPERATION DOCUMENTATION *********************************** -->
+
:* ''' Copy Description? '''
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''
−
<div id="waitForRequestEmail"></div>
+
:* ''' Copy Service? '''
−
* Wait for Request Email
+
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''
−
<div class="mw-collapsible-content">
+
:* ''' Copy Priority? '''
−
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''
−
::{|
+
:* ''' Copy Category? '''
−
|- valign="top"
+
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''
−
|style="width:700px"|
+
:* ''' Copy Team? '''
−
[[File:bpmwaitforrequestemail.png|thumb|link=https://wiki.hornbill.com/images/a/a1/Bpmwaitforrequestemail.png|Wait for Request Email]]
+
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''
−
 
+
:* ''' Copy Owner? '''
−
==== Wait for Request Email ====
+
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''
−
Use this node to suspend the BPM Workflow and wait for an email to be sent from the request.
+
:* ''' Copy Site? '''
−
 
+
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''
−
==== Options ====
+
:* ''' Copy Status? '''
−
:* '''RequestID'''
+
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
−
:: 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.
+
:* ''' Copy Questions? '''
−
:* '''Action Focus'''
+
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''
−
:: Sets the Action Item on a request that will be in focus. When using this suspend node.
+
{{Bullet1|Copy Assets|Copy the assets that are associated to the original request. Set to ''Manual'' and select ''Yes''}}
−
:* '''Expire Period'''
+
:* ''' System Timeline Update '''
−
:: 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.
+
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''
−
|}
+
:* ''' Manual Timeline Update '''
−
</div>
+
:: 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.
−
</div>
+
:* ''' Visibility'''
−
</div>
+
:: Set the Visibility of the Timeline Entry if one is provided.
−
<!-- **************************************END OF OPERATION DOCUMENTATION***************************************************** -->
+
|}
−
 
+
</div>
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
−
* Wait for External Reference
 
−
<div class="mw-collapsible-content">
 
−
::Requests > Suspend > Wait for External Reference
 
−
 
 
−
[[File:Suspend_Request_External.png|600px]]
 
 
</div>
 
</div>
 
</div>
 
</div>
−
 
+
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                    Log New Request                                                        * -->
 +
<!-- ****************************************************************************************************************************** -->
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
−
* Wait for Linked Services
+
<div id="LogNewRequest"></div>
−
<div class="mw-collapsible-content">
+
* Log New Request
−
: Use this suspend option when a request needs to have a linked service added before the process can continue
 
−
::Requests > Suspend > Wait for Linked Service
 
−
 
 
−
</div>
 
−
</div>
 
−
 
 
−
<!-- *******************************START OF OPERATION DOCUMENTATION******************************************************** -->
 
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
−
<div id="waitForLinkedRequestUpdate"></div>
 
−
* Wait for Linked Request Update
 
 
<div class="mw-collapsible-content">
 
<div class="mw-collapsible-content">
 
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
 
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
Line 1,740: Line 2,555:
 
|- valign="top"
 
|- valign="top"
 
|style="width:700px"|
 
|style="width:700px"|
−
[[File:bpmwaitforlinkedrequestupdate.png|thumb|link=https://wiki.hornbill.com/images/f/fc/Bpmwaitforlinkedrequestupdate.png|Wait for Linked Request Update]]
+
[[File:bmplognewrequest.png|thumb|link=https://wiki.hornbill.com/images/0/05/Bmplognewrequest.png|Log New Request]]
−
 
+
:* '''Request ID'''
−
==== Wait for Linked Request Update ====
+
:: This is an automatic options and should be set to ''Auto''
−
Use this node to suspend the BPM Workflow and wait for an update to be made on a linked request.
+
:* ''' Summary'''  
−
 
+
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
−
==== Options ====
+
:* ''' Description'''  
−
:* '''RequestID'''
+
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description
−
:: 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|Customer (Co-worker)|The ID of the Customer to assign to the request}}
−
:* '''Request Type'''
+
{{bullet1|Customer (Contact)| The ID of the Contact to assign to the request}}
−
:: This limits the suspend to only wait for updates from linked requests of the selected type
+
:* ''' Service '''
−
:* '''Linked Request ID'''
+
:: 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.
−
:: 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.
+
:* ''' Catalog Item '''
−
:* '''Contains'''
+
:: 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.
−
:: Include a string of text which will match the text within the linked request's timeline
+
:* ''' Priority '''
−
:* '''Expire Period'''
+
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list
−
:: 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.
+
:* ''' Category '''
−
|}
+
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.
−
</div>
+
:* ''' Team '''
−
</div>
+
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list
−
</div>
+
:* ''' Owner '''
−
<!-- **************************************END OF OPERATION DOCUMENTATION***************************************************** -->
+
:: To add an Owner to the new request, set to ''Manual'' and select start typing the name of the user and then select them from the pick list
−
 
+
:* ''' Site '''
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list
−
* Wait for Request Owner
+
:* ''' Status '''
−
<div class="mw-collapsible-content">
+
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list
−
:Use this suspend option when a request does not currently have an owner.
+
:* ''' Copy Customer? '''
−
::Requests > Suspend > Wait for Request Owner
+
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''
−
 
+
:* ''' Copy Summary? '''
−
[[File:at_requests_suspend_waitForRequestOwner.png| 600px]]
+
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''
−
</div>
+
:* ''' Copy Description? '''
−
</div>
+
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''
−
 
+
:* ''' Copy Service? '''
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''
−
* Wait for New Request Owner
+
:* ''' Copy Priority? '''
−
<div class="mw-collapsible-content">
+
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''
−
:Use this suspend option when the request already has an owner, but it is in a state where it is waiting for a reassignment.
+
:* ''' Copy Category? '''
−
::Requests > Suspend > Wait for New Request Owner
+
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''
−
 
+
:* ''' Copy Team? '''
−
[[File:Suspendwaitfornewowner.png| 600px]]
+
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''
−
</div>
+
:* ''' Copy Owner? '''
−
</div>
+
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''
−
 
+
:* ''' Copy Site? '''
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''
−
* Wait for Request Off Hold
+
:* ''' Copy Status? '''
−
<div class="mw-collapsible-content">
+
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
−
::Requests > Suspend > Wait for Request Off Hold
+
:* ''' Copy Questions? '''
−
 
+
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''
−
[[File:Suspend_wait_offhold.png|600px]]
+
{{Bullet1|Copy Assets|Copy the assets that are associated to the original request. Set to ''Manual'' and select ''Yes''}}
−
</div>
+
:* ''' System Timeline Update '''
−
</div>
+
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''
−
 
+
:* ''' Manual Timeline Update '''
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
:: 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.
−
* Wait for Request Priority
+
:* ''' Visibility'''
−
<div class="mw-collapsible-content">
+
:: Set the Visibility of the Timeline Entry if one is provided.
−
::Requests > Suspend >  Wait for Request Priority
+
|}
−
 
+
</div>
−
[[File:at_requests_suspend_waitForRequestPriority.png|600px]]
 
 
</div>
 
</div>
 
</div>
 
</div>
  
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
−
* Wait for Request Category
 
−
<div class="mw-collapsible-content">
 
−
::Requests > Suspend >  Wait for Request Category
 
  
−
[[File:Suspend_Request_Category.png|600px]]
+
{{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.}}
−
</div>
+
<!-- ****************************************************************************************************************************** -->
−
</div>
+
<!-- *                                                                                                                            * -->
 +
<!-- *                                                    Questions                                                              * -->
 +
<!-- *                                                                                                                            * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
 
 +
=== Questions ===
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                    Delete 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">
+
<!-- ****************************************************************************************************************************** -->
−
* Wait for Request Resolution
+
<!-- *                                                                                                                            * -->
−
<div class="mw-collapsible-content">
+
<!-- *                                                    Request Service                                                        * -->
−
::Requests > Suspend > Wait for Request Resolution
+
<!-- *                                                                                                                            * -->
 +
<!-- ****************************************************************************************************************************** -->
  
−
[[File:at_requests_suspend_waitForRequestResolution.png|600px]]
+
===Request Service===
−
</div>
 
−
</div>
 
  
 +
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.
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                    Add related Services                                                    * -->
 +
<!-- ****************************************************************************************************************************** -->
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
−
* Wait for Request Site
+
* Add Related Services
 
<div class="mw-collapsible-content">
 
<div class="mw-collapsible-content">
−
::Requests > Suspend > Wait for Request Site
+
:* '''Request ID''' - This is an automatic option and should be set to ''Auto''
 +
:* '''Relationship Type''' - Select which services to relate to the request, based on their relationship type to the request service.
 +
:* '''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.
  
−
[[File:Suspend_Request_Site.png|600px]]
+
[[File:update_related_services_bpm.png|centre|600px]]
 
</div>
 
</div>
 
</div>
 
</div>
−
 
+
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                    Update Service Status                                                  * -->
 +
<!-- ****************************************************************************************************************************** -->
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
−
* Wait for Status Change
+
* Update Service Status
 
<div class="mw-collapsible-content">
 
<div class="mw-collapsible-content">
−
: 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)
+
:* '''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.  
−
:* '''Action Focus'''
+
:* '''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.
−
:: Sets the Action Item on a request that will be in focus. When using this suspend node.
+
[[File:Update_Request_Service_Status.png|centre|600px]]
−
:* '''From Status'''
 
−
:: Set the status that you want to suspend the workflow until that particular status has changed.  An example would be to set this as ''Resolved'' so when it changes from this status to either ''Open'' or ''Closed'' you can branch using a decision node to manage the process for the new status. If  using a decision node and custom expression ensure you use '''Status.Open''' Etc in your condition rather than just '''Open'''.
 
−
:* '''Expire Period'''  
 
−
:: The ''Expire Period'' will automatically come out of the suspend mode and progress the workflow.  If there are no changes to the ''From Status'' within the expiry period a decision node can be used to include steps in your process when this occurs. This could be used for automatic closure of the request as the result of the Expiry Period being met.
 
−
 
 
−
[[File:bp_suspend_wait_status_change.png|600px]]
 
−
</div>
 
 
</div>
 
</div>
  
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
<!-- ****************************************************************************************************************************** -->
−
* Wait for Request Summary
+
<!-- *                                                                                                                            * -->
−
<div class="mw-collapsible-content">
+
<!-- *                                                    Suspend Requests                                                        * -->
−
::Requests > Suspend > Wait for Request Summary
+
<!-- *                                                                                                                            * -->
 +
<!-- ****************************************************************************************************************************** -->
  
−
[[File:Suspend_Request_Summary.png|600px]]
+
===Suspend===
−
</div>
 
−
</div>
 
  
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
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.
−
* Wait for Request Team
+
<!-- ****************************************************************************************************************************** -->
−
<div class="mw-collapsible-content">
+
<!-- *                                                    Await Expiry                                                            * -->
−
::Requests > Suspend > Wait for Request Team
+
<!-- ****************************************************************************************************************************** -->
 +
{{BPMAutomation|Await_Expiry|Await Expiry|
 +
[[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"}}
 +
}}
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                             Wait for List of Request Authorisers                                          * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
{{BPMAutomation|Wait_for_Request_Authorisers|Wait for List of Request Authorisers|
 +
[[File:bpmwaitforlistofapprovers.png|thumb|link=https://wiki.hornbill.com/images/8/89/Bpmwaitforlistofapprovers.png]]|
 +
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'')|
 +
{{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|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}}
 +
{{bullet1|Service Owner|Selecting ''Yes'' will automatically include the owner of the service that the requests is raised against, to the list of authorizers}}
 +
{{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}}
 +
{{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}}
 +
{{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_waitForRequestTeam.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>
+
<!-- ****************************************************************************************************************************** -->
−
 
+
<!-- *                                                      Wait for Attachment                                                  * -->
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
<!-- ****************************************************************************************************************************** -->
−
* Wait for Request Update
+
{{BPMAutomation|Wait_for_Attachment|Wait for Attachment|
−
<div class="mw-collapsible-content">
+
[[File:bpmwaitforattachment.png|thumb|link=https://wiki.hornbill.com/images/6/67/Bpmwaitforattachment.png]]|
−
::Requests > Suspend > Wait for Request Update
+
Use this Hornbill Automation to suspend a Request's workflow until an attachment 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}}
−
[[File:Suspend_Request_Update.png|600px]]
+
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
−
</div>
+
{{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>
+
{{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".}}
−
====Update Request====
+
{{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"}}
−
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.
+
}}
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
<!-- ****************************************************************************************************************************** -->
−
* Logging Category
+
<!-- *                                                  Wait for Request Closure                                                * -->
−
<div class="mw-collapsible-content">
+
<!-- ****************************************************************************************************************************** -->
−
::Requests > Update Request > Logging Category
+
{{BPMAutomation|Wait_for_Request_Closure|Wait for Request Closure|
−
 
+
[[File:bpmwaitforclosure.png|thumb|link=https://wiki.hornbill.com/images/0/0a/Bpmwaitforclosure.png]]|
−
Specify the logging category which will associated to the request.  This is typically used where the category of the request is known based on the business process being associated against a specific request catalog item, and as such the analyst is not required to make a manual assessment and categorisation.
+
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}}
−
[[File:updateRequestCategoryNew.jpg|700px]]
+
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
−
:* '''Category''' - This option will prompt you to select a Category. If supplied, "Category (From Variable)" option will be ignored.
+
{{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'''.}}
−
:* '''Category (From Variable)''' - This option requires you to provide the Id of a Category (Value of h_id column in h_sys_profiles table). This can be used when a field that is driven by a Simple List made up of Categories is set up in a Progressive Capture. This option should only be supplied if "Category" option is not set.
+
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
−
:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action
+
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
−
:* '''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|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
−
:* '''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|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
−
</div>
+
}}
−
</div>
+
<!-- ****************************************************************************************************************************** -->
−
 
+
<!-- *                                              Wait for Request Closure Category                                            * -->
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
<!-- ****************************************************************************************************************************** -->
−
* Closure Category
+
{{BPMAutomation|Wait_for_Request_Closure_Category|Wait for Request Closure Category|
−
<div class="mw-collapsible-content">
+
[[File:bpmwaitforclosurecategory.png|thumb|link=https://wiki.hornbill.com/images/2/2b/Bpmwaitforclosurecategory.png]]|
−
::Requests > Update Request > Closure Category
+
Use this Hornbill Automation to suspend a Request's workflow until the Closure Category has been set.|
−
 
+
{{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}}
−
Specify the closure category which will be associated to the request. This is typically used where the business process is set to automatically resolve or close and the analyst is not required to manually resolve and specify a closure category.   
+
{{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'''.}}
−
[[File:Closure_Category.png|600px]]
+
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
−
:* '''Category''' - This option will prompt you to select a Category. If supplied, "Category (From Variable)" option will be ignored.
+
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
−
:* '''Category (From Variable)''' - This option requires you to provide the Id of a Category (Value of h_id column in h_sys_profiles table). This can be used when a field that is driven by a Simple List made up of Categories is set up in a Progressive Capture. This option should only be supplied if "Category" option is not set.
+
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
−
:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action
+
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
−
:* '''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>
+
<!-- *                                                  Wait for Customer                                                        * -->
−
</div>
+
<!-- ****************************************************************************************************************************** -->
−
 
+
{{BPMAutomation|Wait_for_Customer|Wait for Customer|
−
<!-- ******************************************************************************************* -->
+
[[File:bpmwaitforcustomer.png|thumb|link=https://wiki.hornbill.com/images/a/a2/Bpmwaitforcustomer.png]]|
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
Use this Hornbill Automation to suspend a Request's workflow until the Customer has been set.|
−
<div id="UpdateCustomer"></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}}
−
* Update Customer
+
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
−
<div class="mw-collapsible-content">
+
{{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 style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+
{{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".}}
−
|- valign="top"
+
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
−
|style="width:700px"|
+
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
−
[[File:bpmupdatecustomer.png|thumb|Update Customer|link=https://wiki.hornbill.com/images/f/f5/Bpmupdatecustomer.png]]
+
}}
−
==== Update Customer ====
+
<!-- ***************************************************************************************************************************** -->
−
Use this node to automatically add or update a request with a Customer
+
<!-- *                                                    Wait for Feedback                                                    * -->
−
==== Options ====
+
<!-- ***************************************************************************************************************************** -->
−
{{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|SuspendAndWaitForFeedback|Wait for Feedback|
−
{{Bullet1|Co-Worker|Select a Co-worker that will be used as the customer of the request}}
+
[[File:bpmswaitforfeedback.png|thumb|link=https://wiki.hornbill.com/images/8/83/Bpmswaitforfeedback.png]]|
−
{{Bullet1|Contact|Select a Contact that will be used as the customer of the request}}
+
Use this Hornbill Automation to suspend a Request's workflow until the Customer has provided feedback on the request.|
−
{{Bullet1|Co-worker (From Variable)|Use a variable to populated the customer, based on a Co-worker ID}}
+
{{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|Contact (From Variable)|Use a variable to populate the customer, based on a contact ID}}
+
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
−
{{Bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+
{{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|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|Add Notice|Select Yes to add a notice to the top of the request}}
−
{{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|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>
+
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
−
</div>
+
}}
−
</div>
+
<!-- ************************************************************************************************************** -->
−
<!-- **************************************END OF OPERATION DOCUMENTATION***************************************************** -->
+
<!-- *                                          Wait for Request Description                                      * -->
 +
<!-- ************************************************************************************************************** -->
 +
{{BPMAutomation|Wait_for_Request_Description|Wait for Request Description|
 +
[[File:bpmwaitfordescription.png|thumb|link=https://wiki.hornbill.com/images/a/ad/Bpmwaitfordescription.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until a description has been provided 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"}}
 +
}}
 +
<!-- ************************************************************************************************************** -->
 +
<!-- *                                              Wait for Document                                            * -->
 +
<!-- ************************************************************************************************************** -->
 +
{{BPMAutomation|Wait_for_Document|Wait for Document|
 +
[[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"}}
 +
}}
 +
<!-- ************************************************************************************************************** -->
 +
<!-- *                                              Wait for Request Email                                        * -->
 +
<!-- ************************************************************************************************************** -->
 +
{{BPMAutomation|waitForRequestEmail|Wait for Request Email|
 +
[[File:bpmwaitforrequestemail.png|thumb|link=https://wiki.hornbill.com/images/a/a1/Bpmwaitforrequestemail.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until an email has been sent from 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"}}
 +
}}
 +
<!-- **************************************************************************************************************************** -->
 +
<!-- *                                                Wait for External Reference                                              * -->
 +
<!-- **************************************************************************************************************************** -->
 +
{{BPMAutomation|Wait_for_External_Reference|Wait for External Reference|
 +
[[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"}}
 +
}}
 +
<!-- ***************************************************************************************************************************** -->
 +
<!-- *                                                  Wait for Impact Assessment                                              * -->
 +
<!-- ***************************************************************************************************************************** -->
 +
{{BPMAutomation|Wait_for_Impact_Assessment|Wait for Impact Assessment|
 +
[[File:bpmwaitforimpactassessment.png|thumb|link=https://wiki.hornbill.com/images/c/c9/Bpmwaitforimpactassessment.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until an Impact Assessment has been completed|
 +
{{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"}}
 +
}}
 +
<!-- ***************************************************************************************************************************** -->
 +
<!-- *                                                  Wait for Linked Asset                                                    * -->
 +
<!-- ***************************************************************************************************************************** -->
 +
{{BPMAutomation|Wait_for_Linked_Assets|Wait for Linked Assets|
 +
[[File:bpmwaitforlinkedassets.png|thumb|link=https://wiki.hornbill.com/images/d/df/Bpmwaitforlinkedassets.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until one or more Assets have 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"}}
 +
}}
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                  Wait for Linked Request                                                  * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
{{BPMAutomation|waitForLinkedRequest|Wait for Linked Request|
 +
[[File:bpmwaitforlinkedrequest.png|thumb|link=https://wiki.hornbill.com/images/5/51/Bpmwaitforlinkedrequest.png]]|
 +
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"}}
 +
}}
 +
<!-- ************************************************************************************************************** -->
 +
<!-- *                                    Wait for Linked Requests Completion                                    * -->
 +
<!-- ************************************************************************************************************** -->
 +
{{BPMAutomation|waitForLinkedRequestsCompletion|Wait for Linked Requests Completion|
 +
[[File:bpmwaitforlinkedrequestscompletion.png|thumb|link=https://wiki.hornbill.com/images/0/05/Bpmwaitforlinkedrequestscompletion.png]]|
 +
This automation suspends the workflow and waits for linked requests to be of a specified status before being allowed to 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}}
 +
{{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"}}
 +
}}
 +
<!-- ************************************************************************************************************** -->
 +
<!-- *                                          Wait for Linked Request Update                                  * -->
 +
<!-- ************************************************************************************************************** -->
 +
{{BPMAutomation|waitForLinkedRequestUpdate|Wait for Linked Request Update|
 +
[[File:bpmwaitforlinkedrequestupdate.png|thumb|link=https://wiki.hornbill.com/images/f/fc/Bpmwaitforlinkedrequestupdate.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until an update has been made on a linked 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|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"}}
 +
}}
 +
<!-- ***************************************************************************************************************************** -->
 +
<!-- *                                                    Wait for Linked Services                                              * -->
 +
<!-- ***************************************************************************************************************************** -->
 +
{{BPMAutomation|Wait_for_Linked_Services|Wait for Linked Services|
 +
[[File:bpmwaitforlinkedservice.png|thumb|link=https://wiki.hornbill.com/images/6/61/Bpmwaitforlinkedservice.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"}}
 +
}}
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                  Wait for New Request Owner                                              * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
{{BPMAutomation|Wait_for_New_Request_Owner|Wait for New Request Owner|
 +
[[File:bpmwaitfornewrequestowner.png|thumb|link=https://wiki.hornbill.com/images/5/54/Bpmwaitfornewrequestowner.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until the ownership of the request has been changed from one owner 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|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"}}
 +
}}
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                  Wait for Request Off Hold                                                * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
{{BPMAutomation|Wait_for_Request_Off_Hold|Wait for Request Off Hold|
 +
[[File:bpmwaitforoffhold.png|thumb|link=https://wiki.hornbill.com/images/3/3d/Bpmwaitforoffhold.png]]|
 +
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"}}
 +
}}
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                  Wait for Request Owner                                                  * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
{{BPMAutomation|Wait_for_Request_Owner|Wait for Request Owner|
 +
[[File:bpmwaitforowner.png|thumb|link=https://wiki.hornbill.com/images/e/ec/Bpmwaitforowner.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until an owner has been assigned 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"}}
 +
}}
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                  Wait for Request Priority                                                * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
{{BPMAutomation|Wait_for_Request_Priority|Wait for Request Priority|
 +
[[File:bpmwaitforpriority.png|thumb|link=https://wiki.hornbill.com/images/b/b5/Bpmwaitforpriority.png]]|
 +
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"}}
 +
}}
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                  Wait for Request Category                                                * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
{{BPMAutomation|Wait_for_Request_Category|Wait for Request Category|
 +
[[File:bpmwaitforrequestcategory.png|thumb|link=https://wiki.hornbill.com/images/b/b2/Bpmwaitforrequestcategory.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until a category 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"}}
 +
}}
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                  Wait for Request Resolution                                              * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
{{BPMAutomation|Wait_for_Request_Resolution|Wait for Request Resolution|
 +
[[File:bpmwaitforrequestresolution.png|thumb|link=https://wiki.hornbill.com/images/f/f5/Bpmwaitforrequestresolution.png]]|
 +
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"}}
 +
}}
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                      Wait for Request Site                                                * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
{{BPMAutomation|Wait_for_Request_Site|Wait for Request Site|
 +
[[File:bpmwaitforrequestsite.png|thumb|link=https://wiki.hornbill.com/images/4/4b/Bpmwaitforrequestsite.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until a site 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"}}
 +
}}
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                      Wait for Status Change                                              * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
{{BPMAutomation|Wait_for_Status_Change|Wait for Status Change|
 +
[[File:bpmwaitforstatuschange.png|thumb|link=https://wiki.hornbill.com/images/0/04/Bpmwaitforstatuschange.png]]|
 +
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"}}
 +
}}
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                      Wait for Request Summary                                              * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
{{BPMAutomation|Wait_for_Request_Summary|Wait for Request Summary|
 +
[[File:bpmwaitforrequestsummary.png|thumb|link=https://wiki.hornbill.com/images/4/47/Bpmwaitforrequestsummary.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until the summary has bee set against 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"}}
 +
}}
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                  Wait for Request Team                                                    * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
{{BPMAutomation|Wait_for_Request_Team|Wait for Request Team|
 +
[[File:bpmwaitforrequestteam.png|thumb|link=https://wiki.hornbill.com/images/4/46/Bpmwaitforrequestteam.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until an team has been assigned 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"}}
 +
}}
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                  Wait for Request Update                                                  * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
{{BPMAutomation|Wait_for_Request_Update|Wait for Request Update|
 +
[[File:bpmwaitforrequestupdate.png|thumb|link=https://wiki.hornbill.com/images/c/c2/Bpmwaitforrequestupdate.png]]|
 +
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}}
 +
{{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"}}
 +
}}
 +
 
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                                                                                            * -->
 +
<!-- *                                                      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.
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
−
* Custom Fields
+
* Logging Category
 
<div class="mw-collapsible-content">
 
<div class="mw-collapsible-content">
−
::Requests > Update Request > Custom Fields
+
::Requests > Update Request > Logging Category
  
−
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.  
+
Specify the logging category which will associated to the request.  This is typically used where the category of the request is known based on the business process being associated against a specific request catalog item, and as such the analyst is not required to make a manual assessment and categorisation.  
  
−
[[File:Update_Request_Custom_Fields.png|600px]]
+
[[File:updateRequestCategoryNew.jpg|700px]]
−
:* '''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.
+
:* '''Category''' - This option will prompt you to select a Category. If supplied, "Category (From Variable)" option will be ignored.
−
:* '''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.
+
:* '''Category (From Variable)''' - This option requires you to provide the Id of a Category (Value of h_id column in h_sys_profiles table). This can be used when a field that is driven by a Simple List made up of Categories is set up in a Progressive Capture. This option should only be supplied if "Category" option is not set.
−
:* '''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
−
:* '''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 class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 +
* Closure Category
 +
<div class="mw-collapsible-content">
 +
::Requests > Update Request > Closure Category
 +
 
 +
Specify the closure category which will be associated to the request. This is typically used where the business process is set to automatically resolve or close and the analyst is not required to manually resolve and specify a closure category.
 +
 
 +
[[File:Closure_Category.png|600px]]
 +
:* '''Category''' - This option will prompt you to select a Category. If supplied, "Category (From Variable)" option will be ignored.
 +
:* '''Category (From Variable)''' - This option requires you to provide the Id of a Category (Value of h_id column in h_sys_profiles table). This can be used when a field that is driven by a Simple List made up of Categories is set up in a Progressive Capture. This option should only be supplied if "Category" option is not set.
 +
:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action
 
:* '''Manual Timeline Update''' - Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
 
:* '''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.  
 
:* '''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.  
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</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">
+
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
−
* Details
+
<div id="UpdateCustomer"></div>
 +
* Update Customer
 
<div class="mw-collapsible-content">
 
<div class="mw-collapsible-content">
 
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
 
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
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|- valign="top"
 
|- valign="top"
 
|style="width:700px"|
 
|style="width:700px"|
−
[[File:updaterequestdetailsbpm.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Updaterequestdetailsbpm.png|Update Request Details BPM]] Use this operation to update the Summary and Description of a request.  You can either add a new summary or description or append to the existing values.   
+
[[File:bpmupdatecustomer.png|thumb|Update Customer|link=https://wiki.hornbill.com/images/f/f5/Bpmupdatecustomer.png]]
−
:* '''Request Id'''
+
==== Update Customer ====
 +
Use this node to automatically add or update a request with a Customer
 +
==== Options ====
 +
{{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|Co-Worker|Select a Co-worker that will be used as the customer of the request}}
 +
{{Bullet1|Contact|Select a Contact that will be used as the customer of the request}}
 +
{{Bullet1|Co-worker (From Variable)|Use a variable to populated the customer, based on a Co-worker ID}}
 +
{{Bullet1|Contact (From Variable)|Use a variable to populate the customer, based on a contact ID}}
 +
{{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.}}
 +
|}
 +
</div>
 +
</div>
 +
</div>
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                Update Custom Fields                                                      * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
{{BPMAutomation|updateCustomFields|Update Custom Fields|
 +
[[File:updateCustomFields.png|thumb|link=https://wiki.hornbill.com/images/4/49/UpdateCustomFields.png]]|
 +
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.|
 +
{{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.}}
 +
}}
 +
 
 +
<!-- **************************************************** START OF UPDATE DETAILS ************************************************************** -->
 +
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px" id="Details">
 +
* Details
 +
<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:updaterequestdetailsbpm.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Updaterequestdetailsbpm.png|Update Request Details BPM]] Use this operation to update the Summary and Description of a request.  You can either add a new summary or description or append to the existing values.   
 +
:* '''Request Id'''
 
:: This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''.
 
:: This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''.
 
:* '''Summary'''
 
:* '''Summary'''
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</div>
 
</div>
 
</div>
 
</div>
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                Update Service                                                            * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
{{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}}
 +
}}
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                Update Service Level                                                      * -->
 +
<!-- ****************************************************************************************************************************** -->
  
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
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</div>
 
</div>
 
</div>
 
</div>
 +
 
<!-- ************************************************************************************************************** -->
 
<!-- ************************************************************************************************************** -->
 
<!-- *                                      Update Site                                                          * -->
 
<!-- *                                      Update Site                                                          * -->
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</div>
 
</div>
  
−
====Request Timers====
+
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                                                                                            * -->
 +
<!-- *                                                      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.
 
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>
 +
<!-- ******************************************************************************************************************************* -->
 +
<!-- *                                                  Start Resolution Timer                                                      -->
 +
<!-- ******************************************************************************************************************************* -->
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
* Start Resolver Timer
 
* Start Resolver Timer
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</div>
 
</div>
 
</div>
 
</div>
−
 
+
<!-- ******************************************************************************************************************************* -->
 +
<!-- *                                                  Stop Resolution Timer                                                      -->
 +
<!-- ******************************************************************************************************************************* -->
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
* Stop Resolution Timer
 
* Stop Resolution Timer
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</div>
 
</div>
 
</div>
 
</div>
−
 
+
<!-- ******************************************************************************************************************************* -->
 +
<!-- *                                                    Start Response Timer                                                      -->
 +
<!-- ******************************************************************************************************************************* -->
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
* Start Response Timer
 
* Start Response Timer
Line 2,239: Line 3,501:
 
</div>
 
</div>
 
</div>
 
</div>
−
 
+
<!-- ******************************************************************************************************************************* -->
 +
<!-- *                                                    Stop Response Timer                                                        -->
 +
<!-- ******************************************************************************************************************************* -->
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
* Stop Response Timer
 
* Stop Response Timer
Line 2,250: Line 3,514:
 
</div>
 
</div>
 
</div>
 
</div>
 +
<!-- ******************************************************************************************************************************* -->
 +
<!-- *                                                  Pause Resolution Timer                                                      -->
 +
<!-- ******************************************************************************************************************************* -->
 +
{{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''}}
 +
}}
 +
<!-- ******************************************************************************************************************************* -->
 +
<!-- *                                                Resume Resolution Timer                                                      -->
 +
<!-- ******************************************************************************************************************************* -->
 +
{{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
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                Update Related services                                                    * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
{{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.
 +
<!-- ****************************************************************************************************************************** -->
 +
<!-- *                                                Get Asset Information                                                      * -->
 +
<!-- ****************************************************************************************************************************** -->
 +
{{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:Service Manager]][[Category:HDOC]]
 +
<!-- http://127.0.0.1:3000/service-manager-config/customize/bpm/service-manager-business-processes -->

Latest revision as of 17:57, 10 October 2023

Home > Administration > Service Manager > Business Process Workflow Index

Introduction

The Service Manager Business Process Workflow is used to automate the processing of the requests that have been raised. This page contains information on the Service Manager automated tasks that can be used in the Business Process Designer to build unique and powerful processes for your requests.

Related Articles

Boards

Please Note: Service Manager Boards have now been deprecated and replaced with Hornbill Board Manager. The available Board Manager business process operations are outlined 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
Bpmaddcommenttoboard.png

Add Comment To Board

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

Options

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

Add Request to Board

This operation will automatically add a request to a selected Service Manager Board or move a request from one list to another. This particularly works well on a Board where users have been given View Access only and the BPM takes control of all the card movements.

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Board
The name of the Service Manager Board on which the Request card will be added
  • List
The name of the list from the above specified board to which the Request card will be added
  • Remove Request from Board
Bpmremoverequestfromboard.png

Remove Request from Board

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

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Board
The name of the Service Manager Board from which the Request card will be removed


Change Requests

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

Get Information

  • GetInformation
Bpmgetchangeinfo.png

GetInformation

Use this Hornbill Automation to get extended change information from a Change Request.

Options

  • Backout Plan
Get the Backout Plan for the change
  • Change Category
Get the category set against the change
  • Change Justification
Get the Justification information from the change
  • Change Type
Get the Change Type
  • Communication Plan
Get the Communication Plan for the change
  • Disruption Level
Get the Disruption Level for the change
  • End Time
Get the time when the change is set to be completed
  • Implementation Plan
Get the Implementation Plan
  • Is Scheduled
Get information about if the change is scheduled or not
  • Proposed End Time
Get the proposed end time of the change
  • Proposed Start Time
Get the proposed start time of the change
  • Security Implication
Get any security implications that have been added to the change
  • Start Time
Get the start time for the change
  • Support Plan
Get the support plan for the change
  • Test Plan
Get the test plan for the change

Suspend

  • Wait For Change Type
Bpmwaitforchangetype.png

Wait For Change Type

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

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Action Focus
Sets the Action Item on a request that will be in focus when using this suspend node.
  • Expire Period
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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait For Request Schedule
Bpmwaitforrequestschedule.png

Wait For Request Schedule

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

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Action Focus
Sets the Action Item on a request that will be in focus when using this suspend node.
  • Expire Period
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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals

Update Request

  • Add to Change Calendar
Bpmaddtochangecalendar.png

Add to Change Calendar

Use this node to automatically add a change request to the Change Calendar. Use the configuration settings to set the start and end times for the change based on the time this node is invoked in the process. As an example if this node is the first action in a process, then it will use the log time as the Now time, and the Start and End times you configure will be based off that time.

Options

  • Request ID
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Start Time From Now
Set the Start Time for this change based on years, months, days, hours, or minutes from when this node is reached in the workflow
  • End Time From Now
Set the End Time for this change based on years, months, days, hours, or minutes from when this node is reached in the workflow
  • Start Time (From Variable)
Set the Start Time for this change from a BPM Variable
  • End Time (From Variable)
Set the End Time for this change from a BPM Variable
  • Enforce Freeze Periods
Set this to ensure that the Start or End Dates are not set within a Change Freeze Period
  • Update Timeline
Include a Timeline update on the request when this automation has completed
  • Remove from Change Calendar
Bpmremovefromchangecalendar.png

Remove from Change Calendar

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

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Update Timeline
Include a Timeline update on the request when this automation has completed
  • Change Type
Bpmchangetype.png

Change Type

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

Options

  • Request ID
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Change Type
Select from the pick list which type of Change will be set on this change
  • Update Timeline
Include a Timeline update on the request when this automation has completed

Known Errors

Use these nodes at any stage in a process to automate Known Error specific actions.

Get Information

  • Known Error Details
Bpmknownerrordetails.png

Known Error Details

Use this node to get the Accepted Solution, Root Cause, and the Workaround from a known error record.

Options

  • RequestID
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto

Update Known Error

  • Update Known Error Details
Bpmupdateknownerror.png

Update Known Error Details

Use this node to update the workaround and root cause on a Known Error record.

Options

  • RequestID
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Root Cause
Use this option to set the Root Cause of the known error record
  • Workaround
Use this optino to set the Workaround for the known error record
  • 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.


Problem Records

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

Get Information

  • Problem Details
Bpmproblemdetails.png

Problem Details

Use this node to get the Accepted Solution, Root Cause, and the Workaround from a problem record.

Options

  • RequestID
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto

Suspend

  • Wait for Workaround
Bpmwaitforproblemworkaround.png

Wait for Workaround

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

Options

  • RequestID
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Action Focus
Sets the Action Item on a request that will be in focus while the process is suspended
  • Expire Period
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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals

Update Problem

  • Problem Details
Bpmproblemdetails.png

Problem Details

Use this node to update the workaround and root cause on a Problem Record.

Options

  • RequestID
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Root Cause
Use this option to set the Root Cause of the problem record
  • Workaround
Use this optino to set the Workaround for the problem record
  • 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.


Releases

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

Suspend

  • Wait for Release Type
Bpmwaitforreleasetype.png

Wait for Release Type

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

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Action Focus
Sets the Action Item on a request that will be in focus when using this suspend node.
  • Expire Period
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.
  • Wait for Request Schedule
Bpmwaitforreleaseschedule.png

Wait for Request Schedule

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

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Action Focus
Sets the Action Item on a request that will be in focus when using this suspend node.
  • Expire Period
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.

Update Request

  • Add to Change Calendar
Bpmaddreleasetocalendar.png

Add to Change Calendar

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

Options

  • Request ID
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Start Time From Now
Set the Start Time for this change based on years, months, days, hours, or minutes from when this node is reached in the workflow
  • End Time From Now
Set the End Time for this change based on years, months, days, hours, or minutes from when this node is reached in the workflow
  • Start Time (From Variable)
Set the Start Time for this change from a BPM Variable
  • End Time (From Variable)
Set the End Time for this change from a BPM Variable
  • Enforce Freeze Periods
Set this to ensure that the Start or End Dates are not set within a Change Freeze Period
  • Update Timeline
Include a Timeline update on the request when this automation has completed
  • Remove from Change Calendar
Bpmremovereleasefromcalendar.png

Remove from Change Calendar

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

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Update Timeline
Include a Timeline update on the request when this automation has completed
  • Release Type
Bpmupdatereleasetype.png

Release Type

Use this node to update the Release Type

Options

  • Request ID
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Release Type
Select from the pick list which type of Release will be set on this release
  • Update Timeline
Include a Timeline update on the request when this automation has completed


Request Connections

Use the Request Connections node at any stage in a process to automatically add additional contact's and or co-worker's to a request and define their connection type to the request. Other options include automatically emailing connections of different types, and removing one or all connections at any stage.

  • Add Connection
Bpmaddconnection.png

Add Connection

Use this node to add a connection to a request

Options

  • Request ID
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Connection Type
By Default this will include interested and Impacted but will also show any custom Connection Types which have been defined in the Simple Lists, and requestConnectionType option. Use this option to define what relationship the Connection will have to the request.
  • Co-worker
Choose which internal user will be added as a connection to the request
  • Contact
Choose which external user will be added to a connection to the request
  • Co-worker(From Variable)
Use the user id (h_user_id) from the h_sys_accounts table, or from the variable picker and picking the value returned from the user picker in a progressive capture custom form. Be sure to use the Raw value from the progressive capture outcome and not the Display Name
  • Contact(From Variable)
Use the contact id (h_pk_id) from the h_sys_contacts table or or from the variable picker and picking the value returned from the user picker in a progressive capture custom form. Be sure to use the Raw value from the progressive capture outcome and not the Display Name
  • Update Timeline
Include a Timeline update on the request when this node has completed
  • Email Connections
Bpmemailconnections.png

Email Connections

Use this node to email connections of the request

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Mailbox Name
Specify the mailbox from which the email will be sent
  • 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"
  • Email Template
Specify the email template which will be sent
  • Recipients
Specify if the email should be sent to All users, Internal users only, or External users only of the following Connection Type
  • Connection Type
Specify which connection types should receive the email notification
  • Update Timeline
Include a Timeline update on the request when this node has completed
  • Remove All Connections
Bpmremoveallconnections.png

Remove All Connections

Use this node to remove connections from the request

Options

  • Request Id
The request id of the request the connection(s) are being removed from. This should be set to Auto
  • Recipients
Controls which request connections are removed. Set to Auto to remove all connections or filter by Connection Type
  • Connection Type
Specify which connection types should be removed from the request
  • Update Timeline
Include a Timeline update on the request when this node has completed
  • Remove Connection
Bpmremoveconnection.png

Remove Connection

Use this node to remove specific connections from the request.

Options

  • Request Id
The Request Id of the request the connection(s) are being removed from. This should be set to Auto
  • CoWorker
Choose which internal user will be removed from the request
  • Contact
Choose which external user will be removed from the request
  • Update Timeline
Include a Timeline update on the request when this node has completed


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

  • Add Request Member
Bpmaddrequestmember.png

Add Request Member

Use this node to add Service Manager analysts to the request. This option allows you to automatically add additional analysts to the request to assist with the resolution or as interested parties.

Options

  • Request Id
The Request Id of the request the connection(s) are being removed from. This should be set to Auto
  • Member
This option can contain the Co-worker to be added as a Request member. If supplied, "Member (From Variable)" option will be ignored.
  • Member (From Variable)
This option can contain the Co-worker to be added as a Request member. If supplied, "Member (From Variable)" option will be ignored
  • Remove Request Member
Bpmaremoverequestmember.png

Remove Request Member

Use this option to remove members from a request.

Options

  • Request Id
The Request Id of the request the connection(s) are being removed from. This should be set to Auto
  • Member
This option can contain the Co-worker to be removed from the Request members. If supplied, "Member (From Variable)" option will be ignored
  • Member (From Variable)
This option can contain the Id of a Co-worker (h_user_id in h_sys_accounts table). This option should only be supplied if "Member" option is not set


Request Notices

Use this Hornbill Automation to add or remove a notice which is displayed at the top of the request.

  • Add Notice
Bpmaddrequestnotice.png

Add Notice

Use this Hornbill Automation to add a notice to the top of the request

Options

  • Request ID
The Request Id of the request the connection(s) are being removed from. This should be set to Auto
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • 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
  • Remove Notice
Bpmremoverequestnotice.png

Remove Notice

Use this Hornbill Automation to remove one or all notices on a request

Options

  • Request ID
The Request Id of the request the connection(s) are being removed from. This should be set to Auto
  • 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
  • Notice Type
This will remove notices of the selected type. Information or Alert
  • Notice Text Contains
Remove any notice that contains this text
  • Notice Source
Remove notices based on the source. Either BPM Workflow or Manually added notices.
  • Notice Visibility
Remove notices that are set to a particular Visibility. Portals, Service Desk, or Both


Requests

Access Control

Use the Access Control to lock or unlock the Details section or the Actions on a request. Only users with the appropriate application right (update locked requests) will be able to modify the details or use an Action once locked. This right has been added to the following roles: Incident Management Full Access, Change Management Full Access, Problem Management Full Access, Release Management Full Access, Service Request Full Access, and Service Desk Admin.

  • Lock / Unlock Request Actions
Bpmlockrequestactions.png

Lock / Unlock Request Actions

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

Options

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

Lock Request Details

Locks the Details section of a request from this point on in the workflow. Only users that have the update locked requests application right assigned to one of their roles will be able to update the request details.

Options

  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals
  • Unlock Request Details
Bpmunlockrequestdetails.png

Unlock Request Details

Unlocks the Details section of a request from this point on in the workflow. All users that have access to the request will be able to edit the Details section of the request.

Options

  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals

Assessment

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

  • Impact Assessment
Bpmimpactassessment.png

Impact Assessment

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.

Options

  • Assessment
The name of the assessment that you wish to run on the request
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals

Assets

Use these Hornbill Automations for managing assets that are associated to the request

  • Add All Owned by Customer
Add All Owned by Customer.png

Add All Owned by Customer

Add all assets that are owned by the customer to the request

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • 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.
  • Manual Timeline Update
Freetext update to the request timeline. This supersedes the option System Timeline Update.
  • Timeline Visibility
The request timeline post visibility. If not specified, the application option value will be used.
  • Add Generic Assets Owned by Customer
Add Generic Assets Owned by Customer.png

Add Generic Assets Owned by Customer

Add assets that are owned or used by the customer that belong to the General class of asset

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Asset Type
The type of Generic assets to associate to the request.
  • 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.
  • Manual Timeline Update
Freetext update to the request timeline. This supersedes the option System Timeline Update.
  • Timeline Visibility
The request timeline post visibility. If not specified, the application option value will be used.
  • Used By
Associate assets that are Used By the Request Customer, rather than Owned By.
  • Add Computer System Assets Owned by Customer
Add Computer System Assets Owned by Customer.png

Add Computer System Assets Owned by Customer

Add assets that are owned or used by the customer that belong to the Computer System class of asset

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Asset Type
The type of Computer System assets to associate to the request.
  • 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.
  • Manual Timeline Update
Freetext update to the request timeline. This supersedes the option System Timeline Update.
  • Timeline Visibility
The request timeline post visibility. If not specified, the application option value will be used.
  • Used By
Associate assets that are Used By the Request Customer, rather than Owned By.
  • Add Computer Peripheral Assets Owned by Customer
Add Computer Peripheral Assets Owned by Customer.png

Add Computer Peripheral Assets Owned by Customer

Add assets that are owned or used by the customer that belong to the Computer Peripheral class of asset

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Asset Type
The type of Computer Peripheral assets to associate to the request.
  • 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.
  • Manual Timeline Update
Freetext update to the request timeline. This supersedes the option System Timeline Update.
  • Timeline Visibility
The request timeline post visibility. If not specified, the application option value will be used.
  • Used By
Associate assets that are Used By the Request Customer, rather than Owned By.
  • Add Mobile Device Assets Owned by Customer
Add Mobile Device Assets Owned by Customer.png

Add Mobile Device Assets Owned by Customer

Add assets that are owned or used by the customer that belong to the Mobile Device class of asset

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Asset Type
The type of Mobile Device assets to associate to the request.
  • 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.
  • Manual Timeline Update
Freetext update to the request timeline. This supersedes the option System Timeline Update.
  • Timeline Visibility
The request timeline post visibility. If not specified, the application option value will be used.
  • Used By
Associate assets that are Used By the Request Customer, rather than Owned By.
  • Add Network Device Assets Owned by Customer
Add Network Device Assets Owned by Customer.png

Add Network Device Assets Owned by Customer

Add assets that are owned or used by the customer that belong to the Network Device class of asset

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Asset Type
The type of Network Device assets to associate to the request.
  • 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.
  • Manual Timeline Update
Freetext update to the request timeline. This supersedes the option System Timeline Update.
  • Timeline Visibility
The request timeline post visibility. If not specified, the application option value will be used.
  • Used By
Associate assets that are Used By the Request Customer, rather than Owned By.
  • Add Printer Assets Owned by Customer
Add Printer Assets Owned by Customer.png

Add Printer Assets Owned by Customer

Add assets that are owned or used by the customer that belong to the Printer class of asset

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Asset Type
The type of Printer assets to associate to the request.
  • 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.
  • Manual Timeline Update
Freetext update to the request timeline. This supersedes the option System Timeline Update.
  • Timeline Visibility
The request timeline post visibility. If not specified, the application option value will be used.
  • Used By
Associate assets that are Used By the Request Customer, rather than Owned By.
  • Add Software Assets Owned by Customer
Add Software Assets Owned by Customer.png

Add Software Assets Owned by Customer

Add assets that are owned or used by the customer that belong to the Software class of asset

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Asset Type
The type of Software assets to associate to the request.
  • 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.
  • Manual Timeline Update
Freetext update to the request timeline. This supersedes the option System Timeline Update.
  • Timeline Visibility
The request timeline post visibility. If not specified, the application option value will be used.
  • Used By
Associate assets that are Used By the Request Customer, rather than Owned By.
  • Add Telecoms Assets Owned by Customer
Add Telecoms Assets Owned by Customer.png

Add Telecoms Assets Owned by Customer

Add assets that are owned or used by the customer that belong to the Telecoms class of asset

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Asset Type
The type of Telecoms assets to associate to the request.
  • 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.
  • Manual Timeline Update
Freetext update to the request timeline. This supersedes the option System Timeline Update.
  • Timeline Visibility
The request timeline post visibility. If not specified, the application option value will be used.
  • Used By
Associate assets that are Used By the Request Customer, rather than Owned By.
  • Create Generic Asset
Create Generic Asset.png

Create Generic Asset

Creates a new General asset within Asset Management and links the new asset to the request from which it was created.

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Operational State
Update the operational state of the assets. Options include pre-production, operational, and retired
  • State
Update the state of the assets. Options include active, current, and archived
  • Sub State
Update the sub state of the asset
  • Company
Update the company that the assets should be associated to
  • Name
Update the name of the assets
  • Notes
Upldate the notes for the assets
  • Owned By
Update the owner of the assets
  • Used By
Update who uses the assets
  • Department
Update the department that the asset is associated to
  • Description
Update the asset description
  • Booking
Update if the asset is available for booking
  • Purpose
Update the purpose of the assets
  • Last Audited Date
Update the last audit date for the assets
  • Location Type
Update the type of location where the asset is
  • Location
Update the Location of the assets
  • Country
Update the country where the asset is located
  • Building
Update the building where the asset is located
  • Room
Update the room where the asset is
  • Rack
Update the rack where the asset is located
  • U Height
Update the U height location in the rack
  • U Position
Update the U position of the asset in the rack
  • Site
Update the site where the asset is located
  • Floor
Update the Floor where the asset is located
  • Geo Location
Update the Geo-location where the asset is located
  • Static
Update if the asset is a static or not
  • Cost
Update the cost of the asset
  • Asset Tag
Update the Asset Tag
  • Order Number
Update the Order number
  • Invoice Number
Update the Invoice number
  • Maintenance Cost
Update how much the annual maintenance cost of the asset is
  • Maintenance Reference
Update the Reference to the maintenance contract
  • Supplier ID
Update the ID of the asset supplier
  • Supplier Contract
Update the name of the Supplier Contract associated to the asset
  • Product ID
Update the Product ID
  • Order Date
Update the Order date
  • Received Date
Upldate the receive date
  • Cost Center
Update the cost center
  • Acq. Method
Update the method of how the asset was acquired
  • Warranty Start
Update the start of the warranty date
  • Warranty Expires
Update the warranty expiry date
  • Supported By
Update who supports this asset
  • Maintenance Notice Period
Update the notice period for Maintenance contract renewal
  • Maintenance Termination Period
Update the termination period for the asset
  • Annual Maintenance Review Date
Update the annual maintenance review date
  • Scheduled Retired Date
Update the date that the asset set to retire on
  • Actual Retired Date
Update the date that the asset was retired on
  • Disposal Reason
Update why the asset was disposed of
  • Disposal Price
Update how much it cost to dispose of the asset
  • Disposal Code
Update the disposal code
  • Beneficiary
Update who the beneficiary of the asset is
  • Depreciation Method
Update the depreciation method
  • Depreciation Start Date
Update when the asset cost starts deprecating
  • Depreciation Value
Update the current depreciation value
  • Residual Value
Update the residual value
  • Create Computer System Asset
Create Computer System Asset.png

Create Computer System Asset

Creates a new Computer System asset within Asset Management and links the new asset to the request from which it was created.

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Operational State
Update the operational state of the assets. Options include pre-production, operational, and retired
  • State
Update the state of the assets. Options include active, current, and archived
  • Sub State
Update the sub state of the asset
  • Company
Update the company that the assets should be associated to
  • Name
Update the name of the assets
  • Notes
Upldate the notes for the assets
  • Owned By
Update the owner of the assets
  • Used By
Update who uses the assets
  • Department
Update the department that the asset is associated to
  • Description
Update the asset description
  • Booking
Update if the asset is available for booking
  • Purpose
Update the purpose of the assets
  • Last Audited Date
Update the last audit date for the assets
  • Location Type
Update the type of location where the asset is
  • Location
Update the Location of the assets
  • Country
Update the country where the asset is located
  • Building
Update the building where the asset is located
  • Room
Update the room where the asset is
  • Rack
Update the rack where the asset is located
  • U Height
Update the U height location in the rack
  • U Position
Update the U position of the asset in the rack
  • Site
Update the site where the asset is located
  • Floor
Update the Floor where the asset is located
  • Geo Location
Update the Geo-location where the asset is located
  • Static
Update if the asset is a static or not
  • Cost
Update the cost of the asset
  • Asset Tag
Update the Asset Tag
  • Order Number
Update the Order number
  • Invoice Number
Update the Invoice number
  • Maintenance Cost
Update how much the annual maintenance cost of the asset is
  • Maintenance Reference
Update the Reference to the maintenance contract
  • Supplier ID
Update the ID of the asset supplier
  • Supplier Contract
Update the name of the Supplier Contract associated to the asset
  • Product ID
Update the Product ID
  • Order Date
Update the Order date
  • Received Date
Upldate the receive date
  • Cost Center
Update the cost center
  • Acq. Method
Update the method of how the asset was acquired
  • Warranty Start
Update the start of the warranty date
  • Warranty Expires
Update the warranty expiry date
  • Supported By
Update who supports this asset
  • Maintenance Notice Period
Update the notice period for Maintenance contract renewal
  • Maintenance Termination Period
Update the termination period for the asset
  • Annual Maintenance Review Date
Update the annual maintenance review date
  • Scheduled Retired Date
Update the date that the asset set to retire on
  • Actual Retired Date
Update the date that the asset was retired on
  • Disposal Reason
Update why the asset was disposed of
  • Disposal Price
Update how much it cost to dispose of the asset
  • Disposal Code
Update the disposal code
  • Beneficiary
Update who the beneficiary of the asset is
  • Depreciation Method
Update the depreciation method
  • Depreciation Start Date
Update when the asset cost starts deprecating
  • Depreciation Value
Update the current depreciation value
  • Residual Value
Update the residual value
  • Create Computer Peripheral Asset
Create Computer Peripheral Asset.png

Create Computer Peripheral Asset

Creates a new Computer Peripheral asset within Asset Management and links the new asset to the request from which it was created.

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Operational State
Update the operational state of the assets. Options include pre-production, operational, and retired
  • State
Update the state of the assets. Options include active, current, and archived
  • Sub State
Update the sub state of the asset
  • Company
Update the company that the assets should be associated to
  • Name
Update the name of the assets
  • Notes
Upldate the notes for the assets
  • Owned By
Update the owner of the assets
  • Used By
Update who uses the assets
  • Department
Update the department that the asset is associated to
  • Description
Update the asset description
  • Booking
Update if the asset is available for booking
  • Purpose
Update the purpose of the assets
  • Last Audited Date
Update the last audit date for the assets
  • Location Type
Update the type of location where the asset is
  • Location
Update the Location of the assets
  • Country
Update the country where the asset is located
  • Building
Update the building where the asset is located
  • Room
Update the room where the asset is
  • Rack
Update the rack where the asset is located
  • U Height
Update the U height location in the rack
  • U Position
Update the U position of the asset in the rack
  • Site
Update the site where the asset is located
  • Floor
Update the Floor where the asset is located
  • Geo Location
Update the Geo-location where the asset is located
  • Static
Update if the asset is a static or not
  • Cost
Update the cost of the asset
  • Asset Tag
Update the Asset Tag
  • Order Number
Update the Order number
  • Invoice Number
Update the Invoice number
  • Maintenance Cost
Update how much the annual maintenance cost of the asset is
  • Maintenance Reference
Update the Reference to the maintenance contract
  • Supplier ID
Update the ID of the asset supplier
  • Supplier Contract
Update the name of the Supplier Contract associated to the asset
  • Product ID
Update the Product ID
  • Order Date
Update the Order date
  • Received Date
Upldate the receive date
  • Cost Center
Update the cost center
  • Acq. Method
Update the method of how the asset was acquired
  • Warranty Start
Update the start of the warranty date
  • Warranty Expires
Update the warranty expiry date
  • Supported By
Update who supports this asset
  • Maintenance Notice Period
Update the notice period for Maintenance contract renewal
  • Maintenance Termination Period
Update the termination period for the asset
  • Annual Maintenance Review Date
Update the annual maintenance review date
  • Scheduled Retired Date
Update the date that the asset set to retire on
  • Actual Retired Date
Update the date that the asset was retired on
  • Disposal Reason
Update why the asset was disposed of
  • Disposal Price
Update how much it cost to dispose of the asset
  • Disposal Code
Update the disposal code
  • Beneficiary
Update who the beneficiary of the asset is
  • Depreciation Method
Update the depreciation method
  • Depreciation Start Date
Update when the asset cost starts deprecating
  • Depreciation Value
Update the current depreciation value
  • Residual Value
Update the residual value
  • Create Mobile Device Asset
Create Mobile Device Asset.png

Create Mobile Device Asset

Creates a new Mobile Device asset within Asset Management and links the new asset to the request from which it was created.

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Operational State
Update the operational state of the assets. Options include pre-production, operational, and retired
  • State
Update the state of the assets. Options include active, current, and archived
  • Sub State
Update the sub state of the asset
  • Company
Update the company that the assets should be associated to
  • Name
Update the name of the assets
  • Notes
Upldate the notes for the assets
  • Owned By
Update the owner of the assets
  • Used By
Update who uses the assets
  • Department
Update the department that the asset is associated to
  • Description
Update the asset description
  • Booking
Update if the asset is available for booking
  • Purpose
Update the purpose of the assets
  • Last Audited Date
Update the last audit date for the assets
  • Location Type
Update the type of location where the asset is
  • Location
Update the Location of the assets
  • Country
Update the country where the asset is located
  • Building
Update the building where the asset is located
  • Room
Update the room where the asset is
  • Rack
Update the rack where the asset is located
  • U Height
Update the U height location in the rack
  • U Position
Update the U position of the asset in the rack
  • Site
Update the site where the asset is located
  • Floor
Update the Floor where the asset is located
  • Geo Location
Update the Geo-location where the asset is located
  • Static
Update if the asset is a static or not
  • Cost
Update the cost of the asset
  • Asset Tag
Update the Asset Tag
  • Order Number
Update the Order number
  • Invoice Number
Update the Invoice number
  • Maintenance Cost
Update how much the annual maintenance cost of the asset is
  • Maintenance Reference
Update the Reference to the maintenance contract
  • Supplier ID
Update the ID of the asset supplier
  • Supplier Contract
Update the name of the Supplier Contract associated to the asset
  • Product ID
Update the Product ID
  • Order Date
Update the Order date
  • Received Date
Upldate the receive date
  • Cost Center
Update the cost center
  • Acq. Method
Update the method of how the asset was acquired
  • Warranty Start
Update the start of the warranty date
  • Warranty Expires
Update the warranty expiry date
  • Supported By
Update who supports this asset
  • Maintenance Notice Period
Update the notice period for Maintenance contract renewal
  • Maintenance Termination Period
Update the termination period for the asset
  • Annual Maintenance Review Date
Update the annual maintenance review date
  • Scheduled Retired Date
Update the date that the asset set to retire on
  • Actual Retired Date
Update the date that the asset was retired on
  • Disposal Reason
Update why the asset was disposed of
  • Disposal Price
Update how much it cost to dispose of the asset
  • Disposal Code
Update the disposal code
  • Beneficiary
Update who the beneficiary of the asset is
  • Depreciation Method
Update the depreciation method
  • Depreciation Start Date
Update when the asset cost starts deprecating
  • Depreciation Value
Update the current depreciation value
  • Residual Value
Update the residual value
  • Create Network Device Asset
Create Network Device Asset.png

Create Network Device Asset

Creates a new Network Device asset within Asset Management and links the new asset to the request from which it was created.

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Operational State
Update the operational state of the assets. Options include pre-production, operational, and retired
  • State
Update the state of the assets. Options include active, current, and archived
  • Sub State
Update the sub state of the asset
  • Company
Update the company that the assets should be associated to
  • Name
Update the name of the assets
  • Notes
Upldate the notes for the assets
  • Owned By
Update the owner of the assets
  • Used By
Update who uses the assets
  • Department
Update the department that the asset is associated to
  • Description
Update the asset description
  • Booking
Update if the asset is available for booking
  • Purpose
Update the purpose of the assets
  • Last Audited Date
Update the last audit date for the assets
  • Location Type
Update the type of location where the asset is
  • Location
Update the Location of the assets
  • Country
Update the country where the asset is located
  • Building
Update the building where the asset is located
  • Room
Update the room where the asset is
  • Rack
Update the rack where the asset is located
  • U Height
Update the U height location in the rack
  • U Position
Update the U position of the asset in the rack
  • Site
Update the site where the asset is located
  • Floor
Update the Floor where the asset is located
  • Geo Location
Update the Geo-location where the asset is located
  • Static
Update if the asset is a static or not
  • Cost
Update the cost of the asset
  • Asset Tag
Update the Asset Tag
  • Order Number
Update the Order number
  • Invoice Number
Update the Invoice number
  • Maintenance Cost
Update how much the annual maintenance cost of the asset is
  • Maintenance Reference
Update the Reference to the maintenance contract
  • Supplier ID
Update the ID of the asset supplier
  • Supplier Contract
Update the name of the Supplier Contract associated to the asset
  • Product ID
Update the Product ID
  • Order Date
Update the Order date
  • Received Date
Upldate the receive date
  • Cost Center
Update the cost center
  • Acq. Method
Update the method of how the asset was acquired
  • Warranty Start
Update the start of the warranty date
  • Warranty Expires
Update the warranty expiry date
  • Supported By
Update who supports this asset
  • Maintenance Notice Period
Update the notice period for Maintenance contract renewal
  • Maintenance Termination Period
Update the termination period for the asset
  • Annual Maintenance Review Date
Update the annual maintenance review date
  • Scheduled Retired Date
Update the date that the asset set to retire on
  • Actual Retired Date
Update the date that the asset was retired on
  • Disposal Reason
Update why the asset was disposed of
  • Disposal Price
Update how much it cost to dispose of the asset
  • Disposal Code
Update the disposal code
  • Beneficiary
Update who the beneficiary of the asset is
  • Depreciation Method
Update the depreciation method
  • Depreciation Start Date
Update when the asset cost starts deprecating
  • Depreciation Value
Update the current depreciation value
  • Residual Value
Update the residual value
  • Create Printer Asset
Create Printer Asset.png

Create Printer Asset

Creates a new Printer asset within Asset Management and links the new asset to the request from which it was created.

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Operational State
Update the operational state of the assets. Options include pre-production, operational, and retired
  • State
Update the state of the assets. Options include active, current, and archived
  • Sub State
Update the sub state of the asset
  • Company
Update the company that the assets should be associated to
  • Name
Update the name of the assets
  • Notes
Upldate the notes for the assets
  • Owned By
Update the owner of the assets
  • Used By
Update who uses the assets
  • Department
Update the department that the asset is associated to
  • Description
Update the asset description
  • Booking
Update if the asset is available for booking
  • Purpose
Update the purpose of the assets
  • Last Audited Date
Update the last audit date for the assets
  • Location Type
Update the type of location where the asset is
  • Location
Update the Location of the assets
  • Country
Update the country where the asset is located
  • Building
Update the building where the asset is located
  • Room
Update the room where the asset is
  • Rack
Update the rack where the asset is located
  • U Height
Update the U height location in the rack
  • U Position
Update the U position of the asset in the rack
  • Site
Update the site where the asset is located
  • Floor
Update the Floor where the asset is located
  • Geo Location
Update the Geo-location where the asset is located
  • Static
Update if the asset is a static or not
  • Cost
Update the cost of the asset
  • Asset Tag
Update the Asset Tag
  • Order Number
Update the Order number
  • Invoice Number
Update the Invoice number
  • Maintenance Cost
Update how much the annual maintenance cost of the asset is
  • Maintenance Reference
Update the Reference to the maintenance contract
  • Supplier ID
Update the ID of the asset supplier
  • Supplier Contract
Update the name of the Supplier Contract associated to the asset
  • Product ID
Update the Product ID
  • Order Date
Update the Order date
  • Received Date
Upldate the receive date
  • Cost Center
Update the cost center
  • Acq. Method
Update the method of how the asset was acquired
  • Warranty Start
Update the start of the warranty date
  • Warranty Expires
Update the warranty expiry date
  • Supported By
Update who supports this asset
  • Maintenance Notice Period
Update the notice period for Maintenance contract renewal
  • Maintenance Termination Period
Update the termination period for the asset
  • Annual Maintenance Review Date
Update the annual maintenance review date
  • Scheduled Retired Date
Update the date that the asset set to retire on
  • Actual Retired Date
Update the date that the asset was retired on
  • Disposal Reason
Update why the asset was disposed of
  • Disposal Price
Update how much it cost to dispose of the asset
  • Disposal Code
Update the disposal code
  • Beneficiary
Update who the beneficiary of the asset is
  • Depreciation Method
Update the depreciation method
  • Depreciation Start Date
Update when the asset cost starts deprecating
  • Depreciation Value
Update the current depreciation value
  • Residual Value
Update the residual value
  • Get All Assets
Get All Assets.png

Get All Assets

Get a comma delimited list of the asset names that have been associated with the request

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Include Type
When set to Yes, it will return the Type of each asset as well as the asset name
  • Get All Generic Assets
Get All Generic Assets.png

Get All Generic Assets

Get a comma delimited list of the asset names that belong to the Generic Class of asset that have been associated with the request

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Assets Type
The type of Generic assets to to get a list of
  • Include Type
When set to Yes, it will return the Type of each asset as well as the asset name
  • Get All Computer Peripheral Assets
Get All Computer Peripheral Assets.png

Get All Computer Peripheral Assets

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

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Assets Type
The type of Computer Peripheral assets to get a list of
  • Include Type
When set to Yes, it will return the Type of each asset as well as the asset name
  • Get All Mobile Device Assets
Get All Mobile Device Assets.png

Get All Mobile Device Assets

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

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Assets Type
The type of Mobile Device assets to to get a list of
  • Include Type
When set to Yes, it will return the Type of each asset as well as the asset name
  • Get All Network Device Assets
Get All Network Device Assets.png

Get All Network Device Assets

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

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Assets Type
The type of Network Device assets to get a list of
  • Include Type
When set to Yes, it will return the Type of each asset as well as the asset name
  • Get All Printer Assets
Get All Printer Assets.png

Get All Printer Assets

Get a comma delimited list of the asset names that belong to the Printer Class of asset that have been associated with the request

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Assets Type
The type of Printer assets to get a list of
  • Include Type
When set to Yes, it will return the Type of each asset as well as the asset name
  • Get All Software Assets
Get All Software Assets.png

Get All Software Assets

Get a comma delimited list of the asset names that belong to the Software Class of asset that have been associated with the request

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Assets Type
The type of Software assets to get a list of
  • Include Type
When set to Yes, it will return the Type of each asset as well as the asset name
  • Get All Telecoms Assets
Get All Telecoms Assets.png

Get All Telecoms Assets

Get a comma delimited list of the asset names that belong to the Telecoms Class of asset that have been associated with the request

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Assets Type
The type of Telecoms assets to get a list of
  • Include Type
When set to Yes, it will return the Type of each asset as well as the asset name
  • Update All Assets - General Information
Update All Assets - General Information.png

Update All Assets - General Information

Update the General Information attributes of all assets that are associated to the request

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Operational State
Update the operational state of the assets. Options include pre-production, operational, and retired
  • State
Update the state of the assets. Options include active, current, and archived
  • Sub State
Update the sub state of the asset
  • Company
Update the company that the assets should be associated to
  • Name
Update the name of the assets
  • Notes
Upldate the notes for the assets
  • Owned By
Update the owner of the assets
  • Used By
Update who uses the assets
  • Department
Update the department that the asset is associated to
  • Description
Update the asset description
  • Booking
Update if the asset is available for booking
  • Purpose
Update the purpose of the assets
  • Last Audited Date
Update the last audit date for the assets
  • Location Type
Update the type of location where the asset is
  • Location
Update the Location of the assets
  • Country
Update the country where the asset is located
  • Building
Update the building where the asset is located
  • Room
Update the room where the asset is
  • Rack
Update the rack where the asset is located
  • U Height
Update the U height location in the rack
  • U Position
Update the U position of the asset in the rack
  • Site
Update the site where the asset is located
  • Floor
Update the Floor where the asset is located
  • Geo Location
Update the Geo-location where the asset is located
  • Static
Update if the asset is a static or not
  • Cost
Update the cost of the asset
  • Asset Tag
Update the Asset Tag
  • Order Number
Update the Order number
  • Invoice Number
Update the Invoice number
  • Maintenance Cost
Update how much the annual maintenance cost of the asset is
  • Maintenance Reference
Update the Reference to the maintenance contract
  • Supplier ID
Update the ID of the asset supplier
  • Supplier Contract
Update the name of the Supplier Contract associated to the asset
  • Product ID
Update the Product ID
  • Order Date
Update the Order date
  • Received Date
Upldate the receive date
  • Cost Center
Update the cost center
  • Acq. Method
Update the method of how the asset was acquired
  • Warranty Start
Update the start of the warranty date
  • Warranty Expires
Update the warranty expiry date
  • Supported By
Update who supports this asset
  • Maintenance Notice Period
Update the notice period for Maintenance contract renewal
  • Maintenance Termination Period
Update the termination period for the asset
  • Annual Maintenance Review Date
Update the annual maintenance review date
  • Scheduled Retired Date
Update the date that the asset set to retire on
  • Actual Retired Date
Update the date that the asset was retired on
  • Disposal Reason
Update why the asset was disposed of
  • Disposal Price
Update how much it cost to dispose of the asset
  • Disposal Code
Update the disposal code
  • Beneficiary
Update who the beneficiary of the asset is
  • Depreciation Method
Update the depreciation method
  • Depreciation Start Date
Update when the asset cost starts deprecating
  • Depreciation Value
Update the current depreciation value
  • Residual Value
Update the residual value
  • Update Computer Assets - Additional Properties
Update Computer Assets - Additional Properties.png

Update Computer Assets - Additional Properties

Update the Additional Properties attributes of assets belonging to the Computer class that are associated to the request

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Update Computer Assets - General Information
Update Computer Assets - General Information.png

Update Computer Assets - General Information

Update the General Information attributes of assets belonging to the Computer class that are associated to the request

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Operational State
Update the operational state of the assets. Options include pre-production, operational, and retired
  • State
Update the state of the assets. Options include active, current, and archived
  • Sub State
Update the sub state of the asset
  • Company
Update the company that the assets should be associated to
  • Name
Update the name of the assets
  • Notes
Upldate the notes for the assets
  • Owned By
Update the owner of the assets
  • Used By
Update who uses the assets
  • Department
Update the department that the asset is associated to
  • Description
Update the asset description
  • Booking
Update if the asset is available for booking
  • Purpose
Update the purpose of the assets
  • Last Audited Date
Update the last audit date for the assets
  • Location Type
Update the type of location where the asset is
  • Location
Update the Location of the assets
  • Country
Update the country where the asset is located
  • Building
Update the building where the asset is located
  • Room
Update the room where the asset is
  • Rack
Update the rack where the asset is located
  • U Height
Update the U height location in the rack
  • U Position
Update the U position of the asset in the rack
  • Site
Update the site where the asset is located
  • Floor
Update the Floor where the asset is located
  • Geo Location
Update the Geo-location where the asset is located
  • Static
Update if the asset is a static or not
  • Cost
Update the cost of the asset
  • Asset Tag
Update the Asset Tag
  • Order Number
Update the Order number
  • Invoice Number
Update the Invoice number
  • Maintenance Cost
Update how much the annual maintenance cost of the asset is
  • Maintenance Reference
Update the Reference to the maintenance contract
  • Supplier ID
Update the ID of the asset supplier
  • Supplier Contract
Update the name of the Supplier Contract associated to the asset
  • Product ID
Update the Product ID
  • Order Date
Update the Order date
  • Received Date
Upldate the receive date
  • Cost Center
Update the cost center
  • Acq. Method
Update the method of how the asset was acquired
  • Warranty Start
Update the start of the warranty date
  • Warranty Expires
Update the warranty expiry date
  • Supported By
Update who supports this asset
  • Maintenance Notice Period
Update the notice period for Maintenance contract renewal
  • Maintenance Termination Period
Update the termination period for the asset
  • Annual Maintenance Review Date
Update the annual maintenance review date
  • Scheduled Retired Date
Update the date that the asset set to retire on
  • Actual Retired Date
Update the date that the asset was retired on
  • Disposal Reason
Update why the asset was disposed of
  • Disposal Price
Update how much it cost to dispose of the asset
  • Disposal Code
Update the disposal code
  • Beneficiary
Update who the beneficiary of the asset is
  • Depreciation Method
Update the depreciation method
  • Depreciation Start Date
Update when the asset cost starts deprecating
  • Depreciation Value
Update the current depreciation value
  • Residual Value
Update the residual value
  • Update Computer Peripheral Assets - Additional Properties
Update Computer Peripheral Assets - Additional Properties.png

Update Computer Peripheral Assets - Additional Properties

Update the Additional Properties attributes of assets belonging to the Computer Peripheral class that are associated to the request

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Update Computer Peripheral Assets - General Information
Update Computer Peripheral Assets - General Information.png

Update Computer Peripheral Assets - General Information

Update the General Information attributes of assets belonging to the Computer Peripheral class that are associated to the request

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Operational State
Update the operational state of the assets. Options include pre-production, operational, and retired
  • State
Update the state of the assets. Options include active, current, and archived
  • Sub State
Update the sub state of the asset
  • Company
Update the company that the assets should be associated to
  • Name
Update the name of the assets
  • Notes
Upldate the notes for the assets
  • Owned By
Update the owner of the assets
  • Used By
Update who uses the assets
  • Department
Update the department that the asset is associated to
  • Description
Update the asset description
  • Booking
Update if the asset is available for booking
  • Purpose
Update the purpose of the assets
  • Last Audited Date
Update the last audit date for the assets
  • Location Type
Update the type of location where the asset is
  • Location
Update the Location of the assets
  • Country
Update the country where the asset is located
  • Building
Update the building where the asset is located
  • Room
Update the room where the asset is
  • Rack
Update the rack where the asset is located
  • U Height
Update the U height location in the rack
  • U Position
Update the U position of the asset in the rack
  • Site
Update the site where the asset is located
  • Floor
Update the Floor where the asset is located
  • Geo Location
Update the Geo-location where the asset is located
  • Static
Update if the asset is a static or not
  • Cost
Update the cost of the asset
  • Asset Tag
Update the Asset Tag
  • Order Number
Update the Order number
  • Invoice Number
Update the Invoice number
  • Maintenance Cost
Update how much the annual maintenance cost of the asset is
  • Maintenance Reference
Update the Reference to the maintenance contract
  • Supplier ID
Update the ID of the asset supplier
  • Supplier Contract
Update the name of the Supplier Contract associated to the asset
  • Product ID
Update the Product ID
  • Order Date
Update the Order date
  • Received Date
Upldate the receive date
  • Cost Center
Update the cost center
  • Acq. Method
Update the method of how the asset was aquired
  • Warranty Start
Update the start of the warranty date
  • Warranty Expires
Update the warranty expiry date
  • Supported By
Update who supports this asset
  • Maintenance Notice Period
Update the notice period for Maintenance contract renewal
  • Maintenance Termination Period
Update the termination period for the asset
  • Annual Maintenance Review Date
Update the annual maintenance review date
  • Scheduled Retired Date
Update the date that the asset set to retire on
  • Actual Retired Date
Update the date that the asset was retired on
  • Disposal Reason
Update why the asset was disposed of
  • Disposal Price
Update how much it cost to dispose of the asset
  • Disposal Code
Update the desposal code
  • Beneficiary
Update who the beneficiary of the asset is
  • Depreciation Method
Update the depreciation method
  • Depreciation Start Date
Update when the asset cost starts deprecating
  • Depreciation Value
Update the current depreciation value
  • Residual Value
Update the residual value
  • Update Mobile Device Assets - Additional Properties
Update Mobile Device Assets - Additional Properties.png

Update Mobile Device Assets - Additional Properties

Update the Additional Properties attributes of assets belonging to the Mobile Device class that are associated to the request

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Update Mobile Device Assets - General Information
Update Mobile Device Assets - General Information.png

Update Mobile Device Assets - General Information

Update the General Information attributes of assets belonging to the Mobile Device class that are associated to the request

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Operational State
Update the operational state of the assets. Options include pre-production, operational, and retired
  • State
Update the state of the assets. Options include active, current, and archived
  • Sub State
Update the sub state of the asset
  • Company
Update the company that the assets should be associated to
  • Name
Update the name of the assets
  • Notes
Upldate the notes for the assets
  • Owned By
Update the owner of the assets
  • Used By
Update who uses the assets
  • Department
Update the department that the asset is associated to
  • Description
Update the asset description
  • Booking
Update if the asset is available for booking
  • Purpose
Update the purpose of the assets
  • Last Audited Date
Update the last audit date for the assets
  • Location Type
Update the type of location where the asset is
  • Location
Update the Location of the assets
  • Country
Update the country where the asset is located
  • Building
Update the building where the asset is located
  • Room
Update the room where the asset is
  • Rack
Update the rack where the asset is located
  • U Height
Update the U height location in the rack
  • U Position
Update the U position of the asset in the rack
  • Site
Update the site where the asset is located
  • Floor
Update the Floor where the asset is located
  • Geo Location
Update the Geo-location where the asset is located
  • Static
Update if the asset is a static or not
  • Cost
Update the cost of the asset
  • Asset Tag
Update the Asset Tag
  • Order Number
Update the Order number
  • Invoice Number
Update the Invoice number
  • Maintenance Cost
Update how much the annual maintenance cost of the asset is
  • Maintenance Reference
Update the Reference to the maintenance contract
  • Supplier ID
Update the ID of the asset supplier
  • Supplier Contract
Update the name of the Supplier Contract associated to the asset
  • Product ID
Update the Product ID
  • Order Date
Update the Order date
  • Received Date
Upldate the receive date
  • Cost Center
Update the cost center
  • Acq. Method
Update the method of how the asset was acquired
  • Warranty Start
Update the start of the warranty date
  • Warranty Expires
Update the warranty expiry date
  • Supported By
Update who supports this asset
  • Maintenance Notice Period
Update the notice period for Maintenance contract renewal
  • Maintenance Termination Period
Update the termination period for the asset
  • Annual Maintenance Review Date
Update the annual maintenance review date
  • Scheduled Retired Date
Update the date that the asset set to retire on
  • Actual Retired Date
Update the date that the asset was retired on
  • Disposal Reason
Update why the asset was disposed of
  • Disposal Price
Update how much it cost to dispose of the asset
  • Disposal Code
Update the disposal code
  • Beneficiary
Update who the beneficiary of the asset is
  • Depreciation Method
Update the depreciation method
  • Depreciation Start Date
Update when the asset cost starts deprecating
  • Depreciation Value
Update the current depreciation value
  • Residual Value
Update the residual value
  • Update Network Device Assets - Additional Properties
Update Network Device Assets - Additional Properties.png

Update Network Device Assets - Additional Properties

Update the Additional Properties attributes of assets belonging to the Network Device class that are associated to the request

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Update Network Device Assets - General Information
Update Network Device Assets - General Information.png

Update Network Device Assets - General Information

Update the General Information attributes of assets belonging to the Network Device class that are associated to the request

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Operational State
Update the operational state of the assets. Options include pre-production, operational, and retired
  • State
Update the state of the assets. Options include active, current, and archived
  • Sub State
Update the sub state of the asset
  • Company
Update the company that the assets should be associated to
  • Name
Update the name of the assets
  • Notes
Upldate the notes for the assets
  • Owned By
Update the owner of the assets
  • Used By
Update who uses the assets
  • Department
Update the department that the asset is associated to
  • Description
Update the asset description
  • Booking
Update if the asset is available for booking
  • Purpose
Update the purpose of the assets
  • Last Audited Date
Update the last audit date for the assets
  • Location Type
Update the type of location where the asset is
  • Location
Update the Location of the assets
  • Country
Update the country where the asset is located
  • Building
Update the building where the asset is located
  • Room
Update the room where the asset is
  • Rack
Update the rack where the asset is located
  • U Height
Update the U height location in the rack
  • U Position
Update the U position of the asset in the rack
  • Site
Update the site where the asset is located
  • Floor
Update the Floor where the asset is located
  • Geo Location
Update the Geo-location where the asset is located
  • Static
Update if the asset is a static or not
  • Cost
Update the cost of the asset
  • Asset Tag
Update the Asset Tag
  • Order Number
Update the Order number
  • Invoice Number
Update the Invoice number
  • Maintenance Cost
Update how much the annual maintenance cost of the asset is
  • Maintenance Reference
Update the Reference to the maintenance contract
  • Supplier ID
Update the ID of the asset supplier
  • Supplier Contract
Update the name of the Supplier Contract associated to the asset
  • Product ID
Update the Product ID
  • Order Date
Update the Order date
  • Received Date
Upldate the receive date
  • Cost Center
Update the cost center
  • Acq. Method
Update the method of how the asset was acquired
  • Warranty Start
Update the start of the warranty date
  • Warranty Expires
Update the warranty expiry date
  • Supported By
Update who supports this asset
  • Maintenance Notice Period
Update the notice period for Maintenance contract renewal
  • Maintenance Termination Period
Update the termination period for the asset
  • Annual Maintenance Review Date
Update the annual maintenance review date
  • Scheduled Retired Date
Update the date that the asset set to retire on
  • Actual Retired Date
Update the date that the asset was retired on
  • Disposal Reason
Update why the asset was disposed of
  • Disposal Price
Update how much it cost to dispose of the asset
  • Disposal Code
Update the disposal code
  • Beneficiary
Update who the beneficiary of the asset is
  • Depreciation Method
Update the depreciation method
  • Depreciation Start Date
Update when the asset cost starts deprecating
  • Depreciation Value
Update the current depreciation value
  • Residual Value
Update the residual value
  • Update Printer Assets - Additional Properties
Update Printer Assets - Additional Properties.png

Update Printer Assets - Additional Properties

Update the Additional Properties attributes of assets belonging to the Printer class that are associated to the request

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Update Printer Assets - General Information
Update Printer Assets - General Information.png

Update Printer Assets - General Information

Update the General Information attributes of assets belonging to the Printer class that are associated to the request

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Operational State
Update the operational state of the assets. Options include pre-production, operational, and retired
  • State
Update the state of the assets. Options include active, current, and archived
  • Sub State
Update the sub state of the asset
  • Company
Update the company that the assets should be associated to
  • Name
Update the name of the assets
  • Notes
Upldate the notes for the assets
  • Owned By
Update the owner of the assets
  • Used By
Update who uses the assets
  • Department
Update the department that the asset is associated to
  • Description
Update the asset description
  • Booking
Update if the asset is available for booking
  • Purpose
Update the purpose of the assets
  • Last Audited Date
Update the last audit date for the assets
  • Location Type
Update the type of location where the asset is
  • Location
Update the Location of the assets
  • Country
Update the country where the asset is located
  • Building
Update the building where the asset is located
  • Room
Update the room where the asset is
  • Rack
Update the rack where the asset is located
  • U Height
Update the U height location in the rack
  • U Position
Update the U position of the asset in the rack
  • Site
Update the site where the asset is located
  • Floor
Update the Floor where the asset is located
  • Geo Location
Update the Geo-location where the asset is located
  • Static
Update if the asset is a static or not
  • Cost
Update the cost of the asset
  • Asset Tag
Update the Asset Tag
  • Order Number
Update the Order number
  • Invoice Number
Update the Invoice number
  • Maintenance Cost
Update how much the annual maintenance cost of the asset is
  • Maintenance Reference
Update the Reference to the maintenance contract
  • Supplier ID
Update the ID of the asset supplier
  • Supplier Contract
Update the name of the Supplier Contract associated to the asset
  • Product ID
Update the Product ID
  • Order Date
Update the Order date
  • Received Date
Upldate the receive date
  • Cost Center
Update the cost center
  • Acq. Method
Update the method of how the asset was acquired
  • Warranty Start
Update the start of the warranty date
  • Warranty Expires
Update the warranty expiry date
  • Supported By
Update who supports this asset
  • Maintenance Notice Period
Update the notice period for Maintenance contract renewal
  • Maintenance Termination Period
Update the termination period for the asset
  • Annual Maintenance Review Date
Update the annual maintenance review date
  • Scheduled Retired Date
Update the date that the asset set to retire on
  • Actual Retired Date
Update the date that the asset was retired on
  • Disposal Reason
Update why the asset was disposed of
  • Disposal Price
Update how much it cost to dispose of the asset
  • Disposal Code
Update the disposal code
  • Beneficiary
Update who the beneficiary of the asset is
  • Depreciation Method
Update the depreciation method
  • Depreciation Start Date
Update when the asset cost starts deprecating
  • Depreciation Value
Update the current depreciation value
  • Residual Value
Update the residual value
  • Update Software Assets - Additional Properties
Update Software Assets - Additional Properties.png

Update Software Assets - Additional Properties

Update the Additional Properties attributes of assets belonging to the Software class that are associated to the request

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Update Software Assets - General Information
Update Software Assets - General Information.png

Update Software Assets - General Information

Update the General Information attributes of assets belonging to the Software class that are associated to the request

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Operational State
Update the operational state of the assets. Options include pre-production, operational, and retired
  • State
Update the state of the assets. Options include active, current, and archived
  • Sub State
Update the sub state of the asset
  • Company
Update the company that the assets should be associated to
  • Name
Update the name of the assets
  • Notes
Upldate the notes for the assets
  • Owned By
Update the owner of the assets
  • Used By
Update who uses the assets
  • Department
Update the department that the asset is associated to
  • Description
Update the asset description
  • Booking
Update if the asset is available for booking
  • Purpose
Update the purpose of the assets
  • Last Audited Date
Update the last audit date for the assets
  • Location Type
Update the type of location where the asset is
  • Location
Update the Location of the assets
  • Country
Update the country where the asset is located
  • Building
Update the building where the asset is located
  • Room
Update the room where the asset is
  • Rack
Update the rack where the asset is located
  • U Height
Update the U height location in the rack
  • U Position
Update the U position of the asset in the rack
  • Site
Update the site where the asset is located
  • Floor
Update the Floor where the asset is located
  • Geo Location
Update the Geo-location where the asset is located
  • Static
Update if the asset is a static or not
  • Cost
Update the cost of the asset
  • Asset Tag
Update the Asset Tag
  • Order Number
Update the Order number
  • Invoice Number
Update the Invoice number
  • Maintenance Cost
Update how much the annual maintenance cost of the asset is
  • Maintenance Reference
Update the Reference to the maintenance contract
  • Supplier ID
Update the ID of the asset supplier
  • Supplier Contract
Update the name of the Supplier Contract associated to the asset
  • Product ID
Update the Product ID
  • Order Date
Update the Order date
  • Received Date
Upldate the receive date
  • Cost Center
Update the cost center
  • Acq. Method
Update the method of how the asset was acquired
  • Warranty Start
Update the start of the warranty date
  • Warranty Expires
Update the warranty expiry date
  • Supported By
Update who supports this asset
  • Maintenance Notice Period
Update the notice period for Maintenance contract renewal
  • Maintenance Termination Period
Update the termination period for the asset
  • Annual Maintenance Review Date
Update the annual maintenance review date
  • Scheduled Retired Date
Update the date that the asset set to retire on
  • Actual Retired Date
Update the date that the asset was retired on
  • Disposal Reason
Update why the asset was disposed of
  • Disposal Price
Update how much it cost to dispose of the asset
  • Disposal Code
Update the disposal code
  • Beneficiary
Update who the beneficiary of the asset is
  • Depreciation Method
Update the depreciation method
  • Depreciation Start Date
Update when the asset cost starts deprecating
  • Depreciation Value
Update the current depreciation value
  • Residual Value
Update the residual value
  • Update Telecoms Assets - General Information
Update Telecoms Assets - General Information.png

Update Telecoms Assets - General Information

Update the General Information attributes of assets belonging to the Telecoms class that are associated to the request

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Operational State
Update the operational state of the assets. Options include pre-production, operational, and retired
  • State
Update the state of the assets. Options include active, current, and archived
  • Sub State
Update the sub state of the asset
  • Company
Update the company that the assets should be associated to
  • Name
Update the name of the assets
  • Notes
Upldate the notes for the assets
  • Owned By
Update the owner of the assets
  • Used By
Update who uses the assets
  • Department
Update the department that the asset is associated to
  • Description
Update the asset description
  • Booking
Update if the asset is available for booking
  • Purpose
Update the purpose of the assets
  • Last Audited Date
Update the last audit date for the assets
  • Location Type
Update the type of location where the asset is
  • Location
Update the Location of the assets
  • Country
Update the country where the asset is located
  • Building
Update the building where the asset is located
  • Room
Update the room where the asset is
  • Rack
Update the rack where the asset is located
  • U Height
Update the U height location in the rack
  • U Position
Update the U position of the asset in the rack
  • Site
Update the site where the asset is located
  • Floor
Update the Floor where the asset is located
  • Geo Location
Update the Geo-location where the asset is located
  • Static
Update if the asset is a static or not
  • Cost
Update the cost of the asset
  • Asset Tag
Update the Asset Tag
  • Order Number
Update the Order number
  • Invoice Number
Update the Invoice number
  • Maintenance Cost
Update how much the annual maintenance cost of the asset is
  • Maintenance Reference
Update the Reference to the maintenance contract
  • Supplier ID
Update the ID of the asset supplier
  • Supplier Contract
Update the name of the Supplier Contract associated to the asset
  • Product ID
Update the Product ID
  • Order Date
Update the Order date
  • Received Date
Upldate the receive date
  • Cost Center
Update the cost center
  • Acq. Method
Update the method of how the asset was acquired
  • Warranty Start
Update the start of the warranty date
  • Warranty Expires
Update the warranty expiry date
  • Supported By
Update who supports this asset
  • Maintenance Notice Period
Update the notice period for Maintenance contract renewal
  • Maintenance Termination Period
Update the termination period for the asset
  • Annual Maintenance Review Date
Update the annual maintenance review date
  • Scheduled Retired Date
Update the date that the asset set to retire on
  • Actual Retired Date
Update the date that the asset was retired on
  • Disposal Reason
Update why the asset was disposed of
  • Disposal Price
Update how much it cost to dispose of the asset
  • Disposal Code
Update the disposal code
  • Beneficiary
Update who the beneficiary of the asset is
  • Depreciation Method
Update the depreciation method
  • Depreciation Start Date
Update when the asset cost starts deprecating
  • Depreciation Value
Update the current depreciation value
  • Residual Value
Update the residual value

Assignment

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

  • Assign to Service Team
Bpmassigntoserviceteam.png

Assign to Service Team

Assign to Service Team assigns the request to the team that supports the service. If no team supports the service that the request is logged against then the request is not assigned. If more than one team supports the service, the request is assigned to the team that has supported the service the longest. This automated task does not assign the request to an individual within the team(s) supported by the service.

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
  • 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
  • Service
The Service ID of the service which is supported by the team to be assigned to the request
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals
  • Assign to Team
Assign to Team

Assign to Team

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

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.
  • Team
Select a team from the list of available teams that have been defined under the Organizational Data in Administration
  • Team (From Variable)
Assign to a Team based on a variable that has been populated using Progressive Capture or through the Get Information nodes
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals
  • Assign to Owner
Bpmassigntoowner.png

Assign to Owner

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

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto.
  • Team
The Team ID to be applied to the request
  • Owner
The user ID to be applied to the request
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals
  • Assign to Owner (Variable)
Bpmassigntoownervariable.png

Assign to Owner (Variable)

Use this option to assign the request to a specific Service Manager analyst using a dynamic value provided by a runtime variable that has been populated using Progressive Capture or through the Get Information nodes

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.
  • Team
Select a team from the list of available teams that have been defined under the Organizational Data in Administration. If no team specified and if the designated owner is a member of multiple teams, the team that gets assigned will be the first team in a list of owner teams ordered by team name.
  • Owner
Assign to an analyst based on a variable that has been populated using Progressive Capture or through the Get Information nodes
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
  • Assign to Request Creator
Bpmassigntorequestcreator.png

Assign to Request Creator

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

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto.
  • Team
The Team ID to be applied to the request
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
  • Assign to Most Available Analyst
Bpmassigntomostavailable.png

Assign to Most Available Analyst

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

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto.
  • Team
Select the team that you would like to participate in the Round Robin Assignment. This is a mandatory setting and must be set to Manual and have a team assigned.
  • Include Offline Users
This takes into account if the user is logged into Hornbill and have an active session. The default behavior (Auto) is to include offline users. Set this option to No if you don't want requests assigned to users that are not online. If all the team members are off-line, the request will be assigned to just the team. 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.
  • 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"
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals
  • Assign on Round Robin Basis
Round Robin BPM Operation

Assign on Round Robin Basis

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.

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Team
Select the team that you would like to participate in the Round Robin Assignment. This is a mandatory setting and must be set to Manual and have a team assigned
  • Include Offline Users
This takes into account if the user is logged into Hornbill and have an active session. The default behavior (Auto) is to include offline users. Set this option to No if you don't want requests assigned to users that are not online. In order for Round Robin to work effectively 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.
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals

Authorisation Decision

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

  • Approved
Bpmapproved.png

Approved

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.

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
  • Rejected
Bpmrejected.png

Rejected

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.

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • 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.
  • Clear
Bpmclearauthorization.png

Clear

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.

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.

Collaboration

Use the Collaboration node to post an automated update onto a public workspace at any stage in a process. This will be visible to members of the specified workspace, on the timeline of the workspace and their News Feeds.

  • Comment on Existing Public Workspace Post
Bpmcommentonpost.png

Comment on Existing Public Workspace Post

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.

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Workspace
The ID of the workspace where the comment will be posted
  • Content
The content of the comment to be added to the post
  • Update Timeline
Include a Timeline update on the request when this automation has completed
  • Comment on Request Source Post
Bpmcommentonsourcepost.png

Comment on Request Source Post

Use this option when the source of the request is from a post in order to post a comment back to this source post.

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Content
The content of the comment to be added to the post
  • Include Id
Include the Request Id in the comment which will include a link in the comment, back to the request
  • Include Summary
Include the Summary of the request in the comment as part of the link back to the request
  • Update Timeline
Include a Timeline update on the request when this automation has completed
  • Post to Public Workspace
Bpmposttoworkspace.png

Post to Public Workspace

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.

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.

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Workspace
The ID of the workspace where the comment will be posted
  • Content
The content of the comment to be added to the post
  • Include Id
Include the Request Id in the comment which will include a link in the comment, back to the request
  • Include Summary
Include the Summary of the request in the comment as part of the link back to the request
  • Update Timeline
Include a Timeline update on the request when this automation has completed

Email Notifications

Use the Email Notification nodes to send email templates to different Request stakeholders. Configuration options include recipient, which email template to use and which mailbox to send the email from.

  • Email Contact
Bpmemailcontact.png

Email Contact

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

Options

  • Request ID
In almost all cases, this should be set to Auto which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.
  • Contact
Select a contact from the searchable pick list. Only contacts that have records stored in Hornbill will be available
  • CC
Comma separated email addresses to send as Carbon Copy recipients
  • BCC
Comma separated email addresses to send as Blind Carbon Copy recipients
  • Mailbox Name
Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under
  • Email From
Select the email address that you want listed as the sender.
  • Email Template Entity
Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as Auto to use the default Request entity.
  • Email Template
Select the email template that you want to use for this email
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
  • Email Co-worker
Bpmemailcoworker.png

Email Co-worker

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

Options

  • Request ID
In almost all cases, this should be set to Auto which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.
  • Co-worker
Select a Co-worker from the searchable pick list. Only Co-workers that have accounts in Hornbill will be available
  • Co-worker (From Variable)
Set a Co-worker from a variable
  • CC
Comma separated email addresses to send as Carbon Copy recipients
  • BCC
Comma separated email addresses to send as Blind Carbon Copy recipients
  • Mailbox Name
Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under
  • Email From
Select the email address that you want listed as the sender.
  • Email Template Entity
Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as Auto to use the default Request entity.
  • Email Template
Select the email template that you want to use for this email
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
  • Email Customer
Bpmemailcustomer.png

Email Customer

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

Options

  • Request ID
In almost all cases, this should be set to Auto which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.
  • CC
Comma separated email addresses to send as Carbon Copy recipients
  • BCC
Comma separated email addresses to send as Blind Carbon Copy recipients
  • Mailbox Name
Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under
  • Email From
Select the email address that you want listed as the sender.
  • Email Template Entity
Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as Auto to use the default Request entity
  • Email Template
Select the email template that you want to use for this email
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
  • Email Customer Manager
Bpmemailcustomermanager.png

Email Customer Manager

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

Options

  • Request ID
In almost all cases, this should be set to Auto which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.
  • CC
Comma separated email addresses to send as Carbon Copy recipients
  • BCC
Comma separated email addresses to send as Blind Carbon Copy recipients
  • Mailbox Name
Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under
  • Email From
Select the email address that you want listed as the sender.
  • Email Template Entity
Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as Auto to use the default Request entity.
  • Email Template
Select the email template that you want to use for this email
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
  • Email External Address
Bpmemailexternal.png

Email External Address

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

Options

  • Request ID
In almost all cases, this should be set to Auto which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.
  • External Addresses
Add one or more email addresses that are not held within Hornbill. Multiple email address must be separated by a comma. Note: Please ensure there is no trailing comma. This will create an additional, empty, address which will cause an error.
  • CC
Comma separated email addresses to send as Carbon Copy recipients
  • BCC
Comma separated email addresses to send as Blind Carbon Copy recipients
  • Mailbox Name
Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under
  • Email From
Select the email address that you want listed as the sender.
  • Email Template Entity
Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as Auto to use the default Request entity.
  • Email Template
Select the email template that you want to use for this email
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
  • Email Request Owner
Bpmemailowner.png

Email Request Owner

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

Options

  • Request ID
In almost all cases, this should be set to Auto which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.
  • CC
Comma separated email addresses to send as Carbon Copy recipients
  • BCC
Comma separated email addresses to send as Blind Carbon Copy recipients
  • Mailbox Name
Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under
  • Email From
Select the email address that you want listed as the sender.
  • Email Template Entity
Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as Auto to use the default Request entity.
  • Email Template
Select the email template that you want to use for this email
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.

Get Request Information

Use the Get Request Information node at any stage in a process and preceding another 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.

  • Catagory Details
Bpmgetcategorydetails.png

Catagory Details

Use this automation to get information about the logging or closure categories.

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.
  • Customer Details
Bpmgetcustomerdetails.png

Customer Details

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.

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.
  • Source Email Details
Bpmsourceemaildetails.png

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.

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.
  • Organisation Details
Bpmorganisationdetails.png

Organisation Details

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.

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.
  • Owner Details
Getrequestownerbpm.png

Owner Details

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.

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.
  • Request Details
Getrequestdetailsbpm.png

Request Details

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.

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.
  • Progressive Capture Answers
Bpmprogressivecaptureanswers.png

Progressive Capture Answers

Use this option before a Decision node, if you want to load into the process the Answers from Progressive Capture Custom Forms. By selecting this option, you can load and make available the answers to progressive capture custom forms, to then evaluate in following Decision nodes.

An example of the use of this node could be if you have created a custom form which asked questions about a new start, and one of these questions was to determine which Department they would be joining, it is feasible in your business process that you may wish to check the answer value, and if it was Sales then branch in one direction, and if it was Accounts you may want to branch in another direction. Using the Get Request Information > Progressive Capture Answers will allow these answers to be evaluated in a supporting business process.

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.
  • Service Details
Bpmservicedetails.png

Service Details

Use this operation to extract details of the service that is set against a request in order to use the Service Details to use with decision node outcomes within your workflow.

Options

  • Request ID
In almost all cases, this should be set to Auto which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.
  • Site Details
Getrequestsitebpm.png

Site Details

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.

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.
  • Team Details
Getteamdetails.png

Team Details

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.

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.

Integration

Use the Integration node at any stage of a process, where you wish to invoke specific actions against a 3rd party application from the available list of applications.

  • Create Jira Request
Requests > Integration > Create Jira Request

Creat Jira Request.png

Create a new request in a specific Jira instance and against a parent project. Using this option will create a new request in Jira, of the required type.

  • This will pass the summary and description of the Service Manager request to the newly created request in Jira, and then pass back the Jira request id into the External Reference field on the Service Manager request if successful, as well as include an update in the request timeline if required, with a hyperlink to the request in Jira. If the request to raise a request fails, this will also be written to the Service Manager Timeline with the reason for the failure to create.

The following options need to be Configured:

  • Request id: Leave as Auto to pick up on the Request id against which the process is running.
  • Use App Settings: Set to Yes if you want to use the global values you can define in the system settings for Service Manager (Home > Service Manager > Application), select No if you want to manually set the values to use for this specific node.

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

  • guest.ui.app.com.hornbill.servicemanager.integration.jira.issueType: This is the Jira Issue type which will be created - Bug, Improvement, New Feature, Task or custom created on your Jira instance.
  • guest.ui.app.com.hornbill.servicemanager.integration.jira.userName: The Username of the account in Jira which the new request will be created under.
  • guest.ui.app.com.hornbill.servicemanager.integration.jira.password: The Password for the user account in Jira which the new request will be created under.
  • guest.ui.app.com.hornbill.servicemanager.integration.jira.projectName: The Parent Project to which the new request will belong.
  • guest.ui.app.com.hornbill.servicemanager.integration.jira.url: The full URL for the Jira instance against which the new request will be created.

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

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

In either case the following can also be configured manually.

  • Update Timeline: Leave this as Auto if you want the Service Manager Request Timeline to be updated to record the fact that a Request has been created in Jira, and for the update to contain a hyperlink to the newly created request in Jira (as shown below)

Jira Create.png

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

Add Jira Comment.png

Add a comment to an existing Jira request.

  • This option will allow for a predefined comment to be added to a specific Jira Request. The configured comment will be added to the Jira request id, which is held in the External Reference field of the Service Manager request, against which this node is invoked from it's underlying business process. In most cases this will have been created automatically by using the Create Jira Request earlier in the same business process, but the Jira Request id can have been added manually to the Service Manager request External Reference field as well.

The following options need to be Configured:

  • Request id: Leave as Auto to pick up on the Request id against which the process is running.
  • Use App Settings: Set to Yes if you want to use the global values you can define in the system settings for Service Manager (Home > Service Manager > Application), select No if you want to manually set the values to use for this specific node.

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

  • guest.ui.app.com.hornbill.servicemanager.integration.jira.userName: The Username of the account in Jira which the new comment will be created under.
  • guest.ui.app.com.hornbill.servicemanager.integration.jira.password: The Password for the user account in Jira which the new comment will be created under.
  • guest.ui.app.com.hornbill.servicemanager.integration.jira.url: The full URL for the Jira instance against which the new request comment will be added.

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

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

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

  • Comment: Configure the message content which will be added to the Jira Request
  • Update Timeline: Leave this as Auto if you want the Service Manager Request Timeline to be updated to record the fact that a comment has been added to a request in Jira, and for the timeline update to contain a hyperlink to the newly created comment in the Jira request (as shown below)

Jira Comment.png

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

  • Log New Service Request
Log New Request

Log New Service Request

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

Options

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

Linked Requests

Use the Linked Requests node to automatically post updates and resolve linked Requests. Linked requests are those that have been linked using the Link Action Item on a request form.

  • Resolve Linked Requests
Resolve Linked Requests

Resolve Linked Requests

This option allows you at specific times in a process to resolve linked requests. The options include defining the update text which will be added to the linked requests, as well as setting granular options to decide which linked request types should be updated. For example you may only want the Incidents from the Problem to receive the update, and not the Change, which the Problem is also linked too.

Options

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

Update Linked Requests

This option allows you at specific times in a process to update linked requests. The options include defining the update text which will be added to the linked requests, as well as setting granular options to decide which linked request types should be updated. For example you may only want the Incidents from the Problem to receive the update, and not the Change, which the Problem is also linked too.

Options

  • Request ID
This value is automatically applied. Leave this setting as Auto
  • Content
Provide the text that you would like to include in the update
  • Visibility
  • Set the visibility level for the update. Decide if this is only for the team, or if it should be a customer facing update which the customer can view via the timeline of the requests on the portals.
  • Request Type
Select a specific request type where only the linked requests of this type will be updated
  • Update Closed Requests
Set if the update should also be applied to any linked requests which have a closed status.
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action

Log Requests

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

  • Log New Change
Log New Change
  • Request ID
This is an automatic option and should be set to Auto
  • Summary
To add a summary to the new request, set to Manual and provide the required text for the summary
  • Description
To add a description to the new request, set to Manual and provide the required text for the description
  • Customer (Co-worker)
The ID of the Customer to assign to the request
  • 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.
  • Catalog Item
To add a Catalog Item to the new request, set to Manual and provide the name of the Catalog Item. If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.
  • Priority
To add a Priority to the new request, set to Manual and select a Priority from the pick list
  • Category
To add a Request Category to the new request, set to Manual and click on the edit button to open the Category selector.
  • 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
  • Owner
To add an Owner to the new request, set to Manual and select start typing the name of the user and then select them from the pick list
  • Site
To add a Site to the new request, set to Manual and select a Site from the pick list
  • Status
To set the status on the new request, set to Manual and select a status from the pick list
  • Copy Customer?
To use the same Customer as the originating request, set to Manual and select Yes
  • Copy Summary?
To use the same Summary as the originating request, set to Manual and select Yes
  • Copy Description?
To use the same Description as the originating request, set to Manual and select Yes
  • Copy Service?
To use the same Service as the originating request, set to Manual and select Yes
  • Copy Priority?
To use the same Priority as the originating request, set to Manual and select Yes
  • Copy Category?
To use the same Category as the originating request, set to Manual and select Yes
  • Copy Team?
To use the same Team as the originating request, set to Manual and select Yes
  • Copy Owner?
To use the same Owner as the originating request, set to Manual and select Yes
  • Copy Site?
To use the same Site as the originating request, set to Manual and select Yes
  • Copy Status?
To use the same Status as the originating request, set to Manual and select Yes
  • Copy Questions?
To use the same answers to the questions section on the originating request, set to Manual and select Yes
  • 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
  • Manual Timeline Update
To provide a unique Timeline Update in the new request, set to Manual and click on the edit button to open the text window to add your unique timeline entry.
  • Visibility
Set the Visibility of the Timeline Entry if one is provided.
  • Log New Incident
Log New Incident
  • Request ID
This is an automatic options and should be set to Auto
  • Summary
To add a summary to the new request, set to Manual and provide the required text for the summary
  • Description
To add a description to the new request, set to Manual and provide the required text for the description
  • Customer (Co-worker)
The ID of the Customer to assign to the request
  • 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.
  • Catalog Item
To add a Catalog Item to the new request, set to Manual and provide the name of the Catalog Item. If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.
  • Priority
To add a Priority to the new request, set to Manual and select a Priority from the pick list
  • Category
To add a Request Category to the new request, set to Manual and click on the edit button to open the Category selector.
  • Team
To add a Team to the new request, set to Manual and select a team from the pick list
  • Owner
To add an Owner to the new request, set to Manual and select start typing the name of the user and then select them from the pick list
  • Site
To add a Site to the new request, set to Manual and select a Site from the pick list
  • Status
To set the status on the new request, set to Manual and select a status from the pick list
  • Copy Customer?
To use the same Customer as the originating request, set to Manual and select Yes
  • Copy Summary?
To use the same Summary as the originating request, set to Manual and select Yes
  • Copy Description?
To use the same Description as the originating request, set to Manual and select Yes
  • Copy Service?
To use the same Service as the originating request, set to Manual and select Yes
  • Copy Priority?
To use the same Priority as the originating request, set to Manual and select Yes
  • Copy Category?
To use the same Category as the originating request, set to Manual and select Yes
  • Copy Team?
To use the same Team as the originating request, set to Manual and select Yes
  • Copy Owner?
To use the same Owner as the originating request, set to Manual and select Yes
  • Copy Site?
To use the same Site as the originating request, set to Manual and select Yes
  • Copy Status?
To use the same Status as the originating request, set to Manual and select Yes
  • Copy Questions?
To use the same answers to the questions section on the originating request, set to Manual and select Yes
  • 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
  • Manual Timeline Update
To provide a unique Timeline Update in the new request, set to Manual and click on the edit button to open the text window to add your unique timeline entry.
  • Visibility
Set the Visibility of the Timeline Entry if one is provided.
  • Log New Known Error
Log New Known Error.png

Log New Known Error

Use this Hornbill Automation to create a new Known Error Record

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Summary
To add a summary to the new known error, set to Manual and provide the required text for the summary
  • Description
To add a description to the new known error, set to Manual and provide the required text for the description
  • 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.
  • 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.
  • Priority
To add a Priority to the new known error, set to Manual and select a Priority from the pick list
  • 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.
  • Team
To add a Team to the new know error, set to Manual and select a team from the pick list
  • Owner
To add an Owner to the new request, set to Manual and select start typing the name of the user and then select them from the pick list
  • Site
To add a Site to the new know error, set to Manual and select a Site from the pick list
  • Status
To set the status on the new request, set to Manual and select a status from the pick list
  • 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
  • Workaround
To add a workaround to the known error, set to Manual and provide the workaround text or set using a variable
  • Copy Customer?
To use the same Customer as the originating request, set to Manual and select Yes
  • Copy Summary?
To use the same Summary as the originating request, set to Manual and select Yes
  • Copy Description?
To use the same Description as the originating request, set to Manual and select Yes
  • Copy Service?
To use the same Service as the originating request, set to Manual and select Yes
  • Copy Priority?
To use the same Priority as the originating request, set to Manual and select Yes
  • Copy Category?
To use the same Category as the originating request, set to Manual and select Yes
  • Copy Team?
To use the same Team as the originating request, set to Manual and select Yes
  • Copy Owner?
To use the same Owner as the originating request, set to Manual and select Yes
  • Copy Site?
To use the same Site as the originating request, set to Manual and select Yes
  • Copy Status?
To use the same Status as the originating request, set to Manual and select Yes
  • Copy Questions?
To use the same answers to the questions section from the originating request, set to Manual and select Yes
  • Copy Root Cause?
To use the same Root Cause as the originating problem record, set to Manual and select Yes
  • Copy Workaround?
To use the same Workaround as the originating problem record, set to Manual and select Yes
  • 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 known error to record the raising of the new request, set to Manual and select Yes
  • Manual Timeline Update
To provide a unique Timeline Update in the new known error, set to Manual and click on the edit button to open the text window to add your unique timeline entry.
  • Visibility
Set the Visibility of the Timeline Entry if one is provided.
  • Log New Problem
Log New Problem
  • Request ID
This is an automatic options and should be set to Auto
  • Summary
To add a summary to the new request, set to Manual and provide the required text for the summary
  • Description
To add a description to the new request, set to Manual and provide the required text for the description
  • Service
To add a Service to the new request, set to Manual and select a Service from the pick list. If a Service is specified without a Catalog Item, the BPM workflow set against this request type on the Service Configuration will be used on the new request.
  • Catalog Item
To add a Catalog Item to the new request, set to Manual and provide the name of the Catalog Item. If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.
  • Priority
To add a Priority to the new request, set to Manual and select a Priority from the pick list
  • Category
To add a Request Category to the new request, set to Manual and click on the edit button to open the Category selector.
  • Team
To add a Team to the new request, set to Manual and select a team from the pick list
  • Owner
To add an Owner to the new request, set to Manual and select start typing the name of the user and then select them from the pick list
  • Site
To add a Site to the new request, set to Manual and select a Site from the pick list
  • Status
To set the status on the new request, set to Manual and select a status from the pick list
  • Copy Customer?
To use the same Customer as the originating request, set to Manual and select Yes
  • Copy Summary?
To use the same Summary as the originating request, set to Manual and select Yes
  • Copy Description?
To use the same Description as the originating request, set to Manual and select Yes
  • Copy Service?
To use the same Service as the originating request, set to Manual and select Yes
  • Copy Priority?
To use the same Priority as the originating request, set to Manual and select Yes
  • Copy Category?
To use the same Category as the originating request, set to Manual and select Yes
  • Copy Team?
To use the same Team as the originating request, set to Manual and select Yes
  • Copy Owner?
To use the same Owner as the originating request, set to Manual and select Yes
  • Copy Site?
To use the same Site as the originating request, set to Manual and select Yes
  • Copy Status?
To use the same Status as the originating request, set to Manual and select Yes
  • Copy Questions?
To use the same answers to the questions section on the originating request, set to Manual and select Yes
  • 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
  • Manual Timeline Update
To provide a unique Timeline Update in the new request, set to Manual and click on the edit button to open the text window to add your unique timeline entry.
  • Visibility
Set the Visibility of the Timeline Entry if one is provided.
  • Log New Release
Log New Release
  • Request ID
This is an automatic options and should be set to Auto
  • Summary
To add a summary to the new request, set to Manual and provide the required text for the summary
  • Description
To add a description to the new request, set to Manual and provide the required text for the description
  • Service
To add a Service to the new request, set to Manual and select a Service from the pick list. If a Service is specified without a Catalog Item, the BPM workflow set against this request type on the Service Configuration will be used on the new request.
  • Catalog Item
To add a Catalog Item to the new request, set to Manual and provide the name of the Catalog Item. If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.
  • Priority
To add a Priority to the new request, set to Manual and select a Priority from the pick list
  • Category
To add a Request Category to the new request, set to Manual and click on the edit button to open the Category selector.
  • 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
  • Owner
To add an Owner to the new request, set to Manual and select start typing the name of the user and then select them from the pick list
  • Site
To add a Site to the new request, set to Manual and select a Site from the pick list
  • Status
To set the status on the new request, set to Manual and select a status from the pick list
  • Copy Customer?
To use the same Customer as the originating request, set to Manual and select Yes
  • Copy Summary?
To use the same Summary as the originating request, set to Manual and select Yes
  • Copy Description?
To use the same Description as the originating request, set to Manual and select Yes
  • Copy Service?
To use the same Service as the originating request, set to Manual and select Yes
  • Copy Priority?
To use the same Priority as the originating request, set to Manual and select Yes
  • Copy Category?
To use the same Category as the originating request, set to Manual and select Yes
  • Copy Team?
To use the same Team as the originating request, set to Manual and select Yes
  • Copy Owner?
To use the same Owner as the originating request, set to Manual and select Yes
  • Copy Site?
To use the same Site as the originating request, set to Manual and select Yes
  • Copy Status?
To use the same Status as the originating request, set to Manual and select Yes
  • Copy Questions?
To use the same answers to the questions section on the originating request, set to Manual and select Yes
  • 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
  • Manual Timeline Update
To provide a unique Timeline Update in the new request, set to Manual and click on the edit button to open the text window to add your unique timeline entry.
  • Visibility
Set the Visibility of the Timeline Entry if one is provided.
  • Log New Request
Log New Request
  • Request ID
This is an automatic options and should be set to Auto
  • Summary
To add a summary to the new request, set to Manual and provide the required text for the summary
  • Description
To add a description to the new request, set to Manual and provide the required text for the description
  • Customer (Co-worker)
The ID of the Customer to assign to the request
  • 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.
  • Catalog Item
To add a Catalog Item to the new request, set to Manual and provide the name of the Catalog Item. If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.
  • Priority
To add a Priority to the new request, set to Manual and select a Priority from the pick list
  • Category
To add a Request Category to the new request, set to Manual and click on the edit button to open the Category selector.
  • Team
To add a Team to the new request, set to Manual and select a team from the pick list
  • Owner
To add an Owner to the new request, set to Manual and select start typing the name of the user and then select them from the pick list
  • Site
To add a Site to the new request, set to Manual and select a Site from the pick list
  • Status
To set the status on the new request, set to Manual and select a status from the pick list
  • Copy Customer?
To use the same Customer as the originating request, set to Manual and select Yes
  • Copy Summary?
To use the same Summary as the originating request, set to Manual and select Yes
  • Copy Description?
To use the same Description as the originating request, set to Manual and select Yes
  • Copy Service?
To use the same Service as the originating request, set to Manual and select Yes
  • Copy Priority?
To use the same Priority as the originating request, set to Manual and select Yes
  • Copy Category?
To use the same Category as the originating request, set to Manual and select Yes
  • Copy Team?
To use the same Team as the originating request, set to Manual and select Yes
  • Copy Owner?
To use the same Owner as the originating request, set to Manual and select Yes
  • Copy Site?
To use the same Site as the originating request, set to Manual and select Yes
  • Copy Status?
To use the same Status as the originating request, set to Manual and select Yes
  • Copy Questions?
To use the same answers to the questions section on the originating request, set to Manual and select Yes
  • 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
  • Manual Timeline Update
To provide a unique Timeline Update in the new request, set to Manual and click on the edit button to open the text window to add your unique timeline entry.
  • Visibility
Set the Visibility of the Timeline Entry if one is provided.


Information
Using these options in your business processes, please be aware of where you are invoking them / placing them in the workflow, and in turn which business processes are going to be invoked against the new Incident or Service Request raised. Please avoid scenario's where one business process may invoke the logging of a new request, where the new request's business process immediately is configured to log a new request which again has a business process which again logs another request immediately creating a loop. The result of which may be a lot of unwanted requests. In the event this occurs, disable the causing business process and resolve the issue.

Questions

  • Delete Questions
Bpmdeletequestions.png

Delete Questions

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.

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
  • 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
  • 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


Request Service

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.

  • Add Related Services
  • Request ID - This is an automatic option and should be set to Auto
  • Relationship Type - Select which services to relate to the request, based on their relationship type to the request service.
  • System Timeline Update - Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update - Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility - Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
Update related services bpm.png
  • Update Service Status
  • 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.
  • Status Message - An optional message to be displayed alongside the Status - this will be visible to both analysts supporting the service, and customers subscribed to the service.
Update Request Service Status.png


Suspend

Use the Suspend 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.

  • Await Expiry
Bpmwaitforexpiry.png

Await Expiry

Use this suspend node to suspend a Request's workflow until the expire period has been reached.

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
  • Action Focus
Sets the Action Item on a request that will be in focus.
  • 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.
  • 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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait for List of Request Authorisers
Bpmwaitforlistofapprovers.png

Wait for List of Request Authorisers

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)

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
  • Action Focus
Sets the Action Item on a request that will be in focus.
  • 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.
  • 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.
  • Use Previous Authorisers
If a list of authorisers had previously been selected in a preceding authorisation, selecting 'Yes' will reuse this list of authorisers
  • Service Owner
Selecting Yes will automatically include the owner of the service that the requests is raised against, to the list of authorizers
  • Linked Services 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
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
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.
  • Wait for Attachment
Bpmwaitforattachment.png

Wait for Attachment

Use this Hornbill Automation to suspend a Request's workflow until an attachment has been added to the request

Options

  • Request Id
In almost all cases, this should be set to Auto which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request
  • Action Focus
Sets the Action Item on a request that will be in focus.
  • 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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait for Request Closure
Bpmwaitforclosure.png

Wait for Request Closure

Use this Hornbill Automation to suspend a Request's workflow until the request has a status of closed.

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
  • Action Focus
Sets the Action Item on a request that will be in focus.
  • 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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait for Request Closure Category
Bpmwaitforclosurecategory.png

Wait for Request Closure Category

Use this Hornbill Automation to suspend a Request's workflow until the Closure Category has been set.

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
  • Action Focus
Sets the Action Item on a request that will be in focus.
  • 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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait for Customer
Bpmwaitforcustomer.png

Wait for Customer

Use this Hornbill Automation to suspend a Request's workflow until the Customer has been set.

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
  • Action Focus
Sets the Action Item on a request that will be in focus.
  • 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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait for Feedback
Bpmswaitforfeedback.png

Wait for Feedback

Use this Hornbill Automation to suspend a Request's workflow until the Customer has provided feedback on the request.

Options

  • Request Id
In almost all cases, this should be set to Auto which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request
  • Action Focus
Sets the Action Item on a request that will be in focus.
  • 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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait for Request Description
Bpmwaitfordescription.png

Wait for Request Description

Use this Hornbill Automation to suspend a Request's workflow until a description has been provided on the request.

Options

  • Request Id
In almost all cases, this should be set to Auto which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request
  • Action Focus
Sets the Action Item on a request that will be in focus.
  • 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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait for Document
Bpmwaitfordocument.png

Wait for Document

Use this Hornbill Automation to suspend a Request's workflow until a document from Document Manager has been linked to the request

Options

  • Request Id
In almost all cases, this should be set to Auto which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request
  • Action Focus
Sets the Action Item on a request that will be in focus.
  • 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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait for Request Email
Bpmwaitforrequestemail.png

Wait for Request Email

Use this Hornbill Automation to suspend a Request's workflow until an email has been sent from the request.

Options

  • Request Id
In almost all cases, this should be set to Auto which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request
  • Action Focus
Sets the Action Item on a request that will be in focus.
  • 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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait for External Reference
Bpmwaitforexternalreference.png

Wait for External Reference

Use this Hornbill Automation to suspend a Request's workflow until an external reference has been provided.

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
  • Action Focus
Sets the Action Item on a request that will be in focus.
  • 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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait for Impact Assessment
Bpmwaitforimpactassessment.png

Wait for Impact Assessment

Use this Hornbill Automation to suspend a Request's workflow until an Impact Assessment has been completed

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
  • Action Focus
Sets the Action Item on a request that will be in focus.
  • 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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait for Linked Assets
Bpmwaitforlinkedassets.png

Wait for Linked Assets

Use this Hornbill Automation to suspend a Request's workflow until one or more Assets have been linked to the request

Options

  • Request Id
In almost all cases, this should be set to Auto which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request
  • Action Focus
Sets the Action Item on a request that will be in focus.
  • 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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait for Linked Request
Bpmwaitforlinkedrequest.png

Wait for Linked Request

Use this Hornbill Automation to suspend a Request's workflow until a linked request has been added

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
  • Request Type
This limits the suspend to only wait for updates from linked requests of the selected type
  • Linked Request ID
This limits the suspend to only wait for updates from a linked request with provided Request ID. This can use variables to automatically populate this information.
  • Contains
Include a string of text which will match the text within the linked request's timeline
  • Expire Period
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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait for Linked Requests Completion
Bpmwaitforlinkedrequestscompletion.png

Wait for Linked Requests Completion

This automation suspends the workflow and waits for linked requests to be of a specified status before being allowed to continue.

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
  • Resolved linked requests are completed
(Yes, No) "resolved" request status constitutes the completion of a linked request (Default: Yes).
  • Closed linked requests are completed
(Yes, No) "closed" request status constitutes the completion of a linked request (Default: Yes)
  • Cancelled linked requests are completed
(Yes, No) "cancelled" request status constitutes the completion of a linked request (Default: Yes)
  • Action Focus
This option determines the Action Tab that a Request will focus on while the process is suspended.
  • 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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait for Linked Request Update
Bpmwaitforlinkedrequestupdate.png

Wait for Linked Request Update

Use this Hornbill Automation to suspend a Request's workflow until an update has been made on a linked request.

Options

  • Request Id
In almost all cases, this should be set to Auto which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request
  • Request Type
This limits the suspend to only wait for updates from linked requests of the selected type
  • Linked Request ID
This limits the suspend to only wait for updates from a linked request with provided Request ID. This can use variables to automatically populate this information.
  • Contains
Include a string of text which will match the text within the linked request's timeline
  • Expire Period
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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait for Linked Services
Bpmwaitforlinkedservice.png

Wait for Linked Services

Use this Hornbill Automation to suspend a Request's workflow until an external reference has been provided.

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
  • Action Focus
Sets the Action Item on a request that will be in focus.
  • 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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait for New Request Owner
Bpmwaitfornewrequestowner.png

Wait for New Request Owner

Use this Hornbill Automation to suspend a Request's workflow until the ownership of the request has been changed from one owner to another.

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
  • Action Focus
Sets the Action Item on a request that will be in focus.
  • 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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait for Request Off Hold
Bpmwaitforoffhold.png

Wait for Request Off Hold

Use this Hornbill Automation to suspend a Request's workflow until the request status has come off hold.

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
  • Action Focus
Sets the Action Item on a request that will be in focus.
  • 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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait for Request Owner
Bpmwaitforowner.png

Wait for Request Owner

Use this Hornbill Automation to suspend a Request's workflow until an owner has been assigned to the request.

Options

  • Request Id
In almost all cases, this should be set to Auto which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request
  • Action Focus
Sets the Action Item on a request that will be in focus.
  • 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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait for Request Priority
Bpmwaitforpriority.png

Wait for Request Priority

Use this Hornbill Automation to suspend a Request's workflow until a priority has been set on the request.

Options

  • Request Id
In almost all cases, this should be set to Auto which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request
  • Action Focus
Sets the Action Item on a request that will be in focus.
  • 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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait for Request Category
Bpmwaitforrequestcategory.png

Wait for Request Category

Use this Hornbill Automation to suspend a Request's workflow until a category has been set on the request.

Options

  • Request Id
In almost all cases, this should be set to Auto which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request
  • Action Focus
Sets the Action Item on a request that will be in focus.
  • 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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait for Request Resolution
Bpmwaitforrequestresolution.png

Wait for Request Resolution

Use this Hornbill Automation to suspend a Request's workflow until the request status has been set to resolved.

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
  • Action Focus
Sets the Action Item on a request that will be in focus.
  • 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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait for Request Site
Bpmwaitforrequestsite.png

Wait for Request Site

Use this Hornbill Automation to suspend a Request's workflow until a site has been linked to the request.

Options

  • Request Id
In almost all cases, this should be set to Auto which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request
  • Action Focus
Sets the Action Item on a request that will be in focus.
  • 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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait for Status Change
Bpmwaitforstatuschange.png

Wait for Status Change

Use this Hornbill Automation to suspend a Request's workflow until the status of the request has changed from one status to another.

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
  • Action Focus
Sets the Action Item on a request that will be in focus.
  • From Status
The workflow will only continue when the request is changed from this status
  • 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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait for Request Summary
Bpmwaitforrequestsummary.png

Wait for Request Summary

Use this Hornbill Automation to suspend a Request's workflow until the summary has bee set against the request

Options

  • Request Id
In almost all cases, this should be set to Auto which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request
  • Action Focus
Sets the Action Item on a request that will be in focus.
  • 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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait for Request Team
Bpmwaitforrequestteam.png

Wait for Request Team

Use this Hornbill Automation to suspend a Request's workflow until an team has been assigned to the request.

Options

  • Request Id
In almost all cases, this should be set to Auto which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request
  • Action Focus
Sets the Action Item on a request that will be in focus.
  • 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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals
  • Wait for Request Update
Bpmwaitforrequestupdate.png

Wait for Request Update

Use this Hornbill Automation to suspend a Request's workflow until an update, using the Update Action has been added to the request.

Options

  • Request Id
In almost all cases, this should be set to Auto which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request
  • Action Focus
Sets the Action Item on a request that will be in focus.
  • 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.
  • Add Notice
Select Yes to add a notice to the top of the request
  • Notice Type
The type of notice (Alert or Information). The default value is "Information".
  • Notice Text
The text that will be displayed. This has a limit of 255 characters
  • Notice Visibility
The visibility of the notice (Portals


Update Request

Use the Update Request node to automatically update the values of specific Request attributes at any stage in the process. Examples being updating the Logging or Closing Categories of a Request.

  • Logging Category
Requests > Update Request > Logging Category

Specify the logging category which will associated to the request. This is typically used where the category of the request is known based on the business process being associated against a specific request catalog item, and as such the analyst is not required to make a manual assessment and categorisation.

UpdateRequestCategoryNew.jpg

  • Category - This option will prompt you to select a Category. If supplied, "Category (From Variable)" option will be ignored.
  • Category (From Variable) - This option requires you to provide the Id of a Category (Value of h_id column in h_sys_profiles table). This can be used when a field that is driven by a Simple List made up of Categories is set up in a Progressive Capture. This option should only be supplied if "Category" option is not set.
  • System Timeline Update - Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update - Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility - Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
  • Closure Category
Requests > Update Request > Closure Category

Specify the closure category which will be associated to the request. This is typically used where the business process is set to automatically resolve or close and the analyst is not required to manually resolve and specify a closure category.

Closure Category.png

  • Category - This option will prompt you to select a Category. If supplied, "Category (From Variable)" option will be ignored.
  • Category (From Variable) - This option requires you to provide the Id of a Category (Value of h_id column in h_sys_profiles table). This can be used when a field that is driven by a Simple List made up of Categories is set up in a Progressive Capture. This option should only be supplied if "Category" option is not set.
  • System Timeline Update - Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update - Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility - Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
  • Update Customer
Update Customer

Update Customer

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

Options

  • Request ID
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Co-Worker
Select a Co-worker that will be used as the customer of the request
  • Contact
Select a Contact that will be used as the customer of the request
  • Co-worker (From Variable)
Use a variable to populated the customer, based on a Co-worker ID
  • Contact (From Variable)
Use a variable to populate the customer, based on a contact ID
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
  • Update Custom Fields
UpdateCustomFields.png

Update Custom Fields

This provides the ability to update any or all of the custom fields of a request. The input box is single line only and values should be restricted to 255 characters which is the defined max length for all custom fields. When populating custom fields please pay attention to the type of value you are populating, and ensure this is compatible with the type of field you have specified for the corresponding custom field in the request type and service form designer in the user interface.

Options

  • Custom Field A - T & Custom Field 21 to 40
Populate the required custom field(s) with the value(s) that you wish to update the custom field(s) with. This can be text and/or attributes from the Variable Picker.
  • Append Text
This determines if the supplied value of the custom field, should append any existing value of the custom field. By default this is set to replace any existing value, with the value defined here.
  • Format Checkbox Value
This option determines whether the value from a checkbox (i.e. Outcome Field from a Human Task) is formatted to remove the square brackets and double quotes. By default, this option is set to "No".
  • System Timeline Update
Select if the default system text will be added to the timeline for this action.
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action.
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
  • Details
Update Request Details BPM
Use this operation to update the Summary and Description of a request. You can either add a new summary or description or append to the existing values.
  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto.
  • Summary
Set to Auto if you want to use an output variable from a previous BPM operation where that variable is named summary. If the variable summary does not exist, no action will be taken. Set to Manual to provide the information to be used to update the summary. This can include the use of Request Variables. Set to Ignore if no action is required.
  • Description
Set to Auto if you want to use an output variable from a previous BPM operation where that variable is named description. If the variable description does not exist, no action will be taken. Set to Manual to provide the information to be used to update the Description. This can include the use of Request Variables. Set to Ignore if no action is required.
  • Append Text
Set to Auto if the update is to replace the existing text. Set to Manual and select Yes to append the update to the end of the existing text
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
  • External Reference
Use this operation to update the External Reference field that is held against the requests.

Bp update external ref.png

  • External Reference
Either enter an external reference number or use the variable picker to take the External Reference held in a variable
  • System Timeline Update
Select Yesif the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
  • First Time Fix
First Time Fix
Use this operation to update the First Time Fix flag on a request. You can apply the rules to set the requirements for a first time fix. This operation should be added at point within the workflow when the request has reached a resolved state.
  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto.
  • No Team Reassignments
Set to Yes If you wish to include the rule that there must not be any team reassignments in order to be classed as a first time fix. Set to Auto or No to exclude this rule.
  • No Owner Reassignments
Set to Yes If you wish to include the rule that there must not be any owner reassignments in order to be classed as a first time fix. Set to Auto or No to exclude this rule.
  • No Hold Time
Set to Yes If you wish to include the rule that there must not be any point at which this request was placed on hold. Set to Auto or No to exclude this rule.
  • Max Open Time
Set to Manual and add an amount of time to include the rule that the request must be resolved within this time frame to count as a first time fix. Set to Auto to exclude this rule. Putting a request on-hold does not extend the Max Open Time.
  • Include Working Time Calendar
Set to Manual and chose a Working Time Calendar to include the use of a Working Time Calendar when calculating the Max Open Time. Set to Auto to exclude this rule
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
  • Place On Hold
Place On Hold
Use this operation to automatically put a request on-hold when a point within the workflow has been reached.
  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto.
  • On Hold Period
Enter the number of Years, Months, Days, Hours, and Minutes that the request will be on hold for.
  • On Hold Period Apply Working Time Calendar
Set this to Yes to apply the WTC that is associated to the request to be used. This will ensure that the request comes off hold during work hours.
  • Reason
Include information that describes the reason for the request being placed on-hold.
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
  • Sub-Status
Set the sub-status of the request when the request is placed on-hold
  • Priority
Requests > Update Request > Priority

Use this node to set the Priority' of the request. This can be useful when your business process is supporting a specific request catalog item, and the Priority for such items can be predetermined and therefore can be set. It is also useful to use within a process where a decision node may branch and different Priorities are possible depending on the path followed. Decide if the setting of the Priority should also mark the request timeline.

Update Priority.png

  • System Timeline Update - Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update - Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility - Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
  • Resolution Text
Requests > Update Request > Resolution Text

Use this node to set the Resolution Text' of the request. This can be useful when your business process is supporting a specific request catalog item, and the Resolution for such items can be predetermined and therefore can be set.

Update Request Resolution text.png

  • Resolution Text - The text which will appear in the resolution text box (this can include the use of request variables)
  • Overwrite Resolution Text - Decide if this option should overwrite and replace any existing text in the resolution field - by default this is set to No
  • System Timeline Update - Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update - Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility - Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
  • Service
Bpm update service.png

Service

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.

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Service
Select the Service that will be associated to the request
  • Catalog Item
Select the Request Catalog Item that will be associated to the request
  • 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.
  • Update Timeline
Include a Timeline update on the request when this automation has completed
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals
  • Service Level
Requests > Update Request > Service Level

Use this node to update the Service Level that has been applied to the request. This can be used to apply a Service Level if one has not been allocated or if at a point in your workflow you would like to automatically re-assess the applied Service Level, this will use your Service Level Rules and check for any changes to the request to determine if a change is Service Level is required.

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

Site

Use this node to set the Site of the request. The configuration options include pre-defining the Site from the full list of Sites, which have been created in Organisational structure or from a variable.

Options

  • Request ID
In almost all cases, this should be set to Auto which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.
  • Site
Select from the list of available sites as defined under the Organizational Data in Administration
  • Site ID (From Variable)
Use a variable that has been populated from Progressive Capture to set the Site. The Group Picker option on the Custom Progressive Capture form will be the most common way of providing the Site ID in a variable.
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
  • Site (Customer' Site)
Requests > Update Request > Site (Customer's Site)

Use this node to set the Site of the request to that of the site defined against the customer of the request. Decide if the setting of the Site should be marked on the requests timeline.

Update Customers Site.png

  • System Timeline Update - Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update - Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility - Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
  • Source
Update Request Source BPM
The Update Request Source operation allows you to automatically set the source of the request. A number of default sources such as Email, Analyst, Self Service, and Post are added and based on the how the request was raised. This BPM Operation lets you over-ride these source names and allows you to add your own.
  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto.
  • Source
Either enter the text that you would like to use to represent the source or you can have this automatically provided by using the variable option.
  • System Timeline Update
Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update
Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility
Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
  • Status / Sub-status
Requests > Update Request > Status

Use this node to set the Status and or Sub-Status at one or multiple points in a process. It can be useful to automate the changing of the status based on other process actions, without the need for human intervention.

Business process update status.png

  • Status - Optionally select the Status you wish the Request to be set too
  • Sub-Status - Optionally select the Sub-Status you wish the Request to be set too
  • System Timeline Update - Select if the default system text will be added to the timeline for this action
  • Manual Timeline Update - Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
  • Visibility - Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
  • Timeline
Requests > Update Request > Timeline

Use this node to update the Timeline of a request with a predefined comment. This can be useful when it is important to post information to or an update onto a request based on a prior process action.

Bp update timeline.png

  • Update Text - Define the text to appear in the timeline update, this can include variables from the request or related entities using the variable picker
  • URL - Include a URL which will be embedded into the timeline update of the request.
  • Visibility - Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.


Request Timers

Use the Request Timer nodes at any stage in the process to either start or stop the Response and or Resolution timers. It is not a perquisite to have to use any timers within processes or to have to use both Response and Resolution timers when timers are used.

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)


  • 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.
  • 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.


  • Start Resolver Timer
Application > Timer > Start Resolver Timer

Use this node at the required point in the process to start the resolution timer. When selecting this option, the resolution timer will be based on the Priority associated to the request. The target and any required escalation actions for the resolution timer can be configured in the Service Manager application > Services > Service Levels > Resolve Times.

At requestTimers resolutionTimers startResolutionTimer.png

  • Stop Resolution Timer
Application > Timer > Stop Resolver Timer

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

At requestTimers resolutionTimers stopResolutionTimer.png

  • Start Response Timer
Application > Timer > Start Response Timer

Use this node at the required point in the process to start the response timer. The response timer to use can be selected on the node, and will use the response target and any associated escalation actions which can be configured in the Service Manager application > Services > Service Levels > Response Times.

At requestTimers responseTimers startResponseTimer.png

  • Stop Response Timer
Application > Timer > Stop Response Timer

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

At requestTimers responseTimers stopResponseTimer.png

  • Pause Resolution Timer
Pause Resolution Timer.png

Pause Resolution Timer

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

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto
  • Resume Resolution Timer
Resume Resolution Timer.png

Resume Resolution Timer

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

Options

  • Request Id
This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto

Services

Operations specific to services related to the request service

  • Update Related Services
Update Related Services BPM.png

Update Related Services

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

Options

  • RequestId
This is an automatic option and should be set to Auto
  • Relationship Type
Select which services to update the status of, based on their relationship type to the request service
  • Status
The Status to set the related services too
  • Status Message
Any message to be visible alongside the Status of the related services
  • 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.


Assets

Automations specific to an asset entity which can be used as part of Auto Tasks on an asset.

  • Get Asset Information
Get Asset Information BPM.png

Get Asset Information

Use this node to get information about a specified asset.

Options

  • Asset Id
This is an automatic option and should be set to Auto when used with an asset entity.


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