@@ Line 1: / Line 1: @@
-{{bluebanner|[[Main Page|Home]] > [[Administration]] > [[Service Manager Administration |Service Manager]] > Business Process Workflow|[[::Category:Administration|Index]]}}
+This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-config/customize/workflows/using-workflows-with-service-manager Hornbill Document Library].
+[[file:hornbill-document-library.png|Service Manager Workflow|link=https://docs.hornbill.com/servicemanager-config/customize/workflows/using-workflows-with-service-manager]]
+<!--
+{{bluebanner|[[Main Page|Home]] > [[Administration]] > [[Service Manager Administration |Service Manager]] > Business Process Workflow|[[:Category:Administration|Index]]}}
 {{IntroAndLinks|
-The Service Manager Business Process Workflow is used to automate the processing of the requests that have been raised.  This page contains information on the Service Manager specific automated tasks that can be used in the [[Business Process Designer]] to build unique and powerful processes for your requests.|
+The Service Manager Business Process Workflow is used to automate the processing of the requests that have been raised.  This page contains information on the Service Manager automated tasks that can be used in the [[Business Process Designer]] to build unique and powerful processes for your requests.|
 :* [[Business Process Designer]]
 :* [[Request Variables]]
-|}
+:* [[Core Hornbill Automations]]
 }}
-<!-- ******************************************************************************************************************************* -->
-<!-- *                                                     Automation Template                                                       -->
-<!-- ******************************************************************************************************************************* -->
-<!-- Copy and paste the template below to create a new Hornbill Automation section.
-nameOfTag:                   This is a link that can be used to jump to this section from a URL or link from another wiki page.
-Name of Automation:         Then of the Hornbill Automation as seen in the BPM Designer
-nameOfFile:                 Name of the image.  example BpmUpdateChangeType
-Description of Automation:  Brief description of what this automation does or where it can be used
-Name of Option:             Name of the Option as displayed in the BPM Designer
-Description of Option       Description of how this option is used
--- Start Copy--
-{{BPMAutomation|<nameOfTag>|<Name Of Automation>|
-[[File:<nameOfFile>.png|thumb|link=]]|
-<Description of Automation>|
-{{bullet1|<Name of Option>|<Description of Option>}}
-}}
--- Finish Copy --
--->
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                                                                                            * -->
-<!-- *                                                    Service Manager Boards                                                  * -->
-<!-- *                                                                                                                            * -->
-<!-- ****************************************************************************************************************************** -->
 ==Boards==
-Use the Boards nodes to automatically add, move or remove a Request from an existing Board. Requests can be added to one or multiple Boards in Service Manager, and can be moved between Lists on specified Boards automatically.
+'''Please Note:''' Service Manager Boards have now been deprecated and replaced with [[Board_Manager|'''Hornbill Board Manager''']]. The available Board Manager business process operations are outlined [[Board_Manager_Business_Process_Workflow|'''here''']]. Use the Boards nodes to automatically add, move or remove a Request from an existing Board. Requests can be added to one or multiple Boards in Service Manager, and can be moved between Lists on specified Boards automatically.
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                 Add Comment to Board                                                       * -->
+{{BPMAutomation|AddCommentToBoard|Add Comment To Board|
-<!-- ****************************************************************************************************************************** -->
-{{BPMAutomation|AddCommentToBoard"|Add Comment To Board|
 [[File:bpmaddcommenttoboard.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmaddcommenttoboard.png]]|
 Use this node to manually add a Comment card to a Service Manager Board at the required stage in a process.|
@@ Line 43: / Line 24: @@
 {{bullet1|Comment|The actual comment, as it will appear on the card on the Board}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                 Add Request to Board                                                       * -->
-<!-- ****************************************************************************************************************************** -->
 {{BPMAutomation|addRequesttoBoard|Add Request to Board|
 [[File:bpmaddrequesttoboard.png|thumb|link=https://wiki.hornbill.com/images/9/96/Bpmaddrequesttoboard.png]]|
@@ Line 53: / Line 32: @@
 {{bullet1|List|The name of the list from the above specified board to which the Request card will be added}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                               Remove Request from Board                                                    * -->
-<!-- ****************************************************************************************************************************** -->
 {{BPMAutomation|removeRequestFromBoard|Remove Request from Board|
 [[File:bpmremoverequestfromboard.png|thumb|link=https://wiki.hornbill.com/images/0/07/Bpmremoverequestfromboard.png]]|
@@ Line 63: / Line 40: @@
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                                                                                            * -->
-<!-- *                                                    Change Requests                                                         * -->
-<!-- *                                                                                                                            * -->
-<!-- ****************************************************************************************************************************** -->
 ==Change Requests==
 Use these nodes at any stage in a process to automate Change Request specific actions.
+===Get Information===
+{{BPMAutomation|getChangeInformation|GetInformation|
+[[File:bpmgetchangeinfo.png|thumb|link=https://wiki.hornbill.com/images/3/34/Bpmgetchangeinfo.png]]|
+Use this Hornbill Automation to get extended change information from a Change Request.|
+{{bullet1|Backout Plan|Get the Backout Plan for the change}}
+{{bullet1|Change Category|Get the category set against the change}}
+{{bullet1|Change Justification|Get the Justification information from the change}}
+{{bullet1|Change Type|Get the Change Type}}
+{{bullet1|Communication Plan|Get the Communication Plan for the change}}
+{{bullet1|Disruption Level|Get the Disruption Level for the change}}
+{{bullet1|End Time|Get the time when the change is set to be completed}}
+{{bullet1|Implementation Plan|Get the Implementation Plan}}
+{{bullet1|Is Scheduled|Get information about if the change is scheduled or not}}
+{{bullet1|Proposed End Time|Get the proposed end time of the change}}
+{{bullet1|Proposed Start Time|Get the proposed start time of the change}}
+{{bullet1|Security Implication|Get any security implications that have been added to the change}}
+{{bullet1|Start Time|Get the start time for the change}}
+{{bullet1|Support Plan|Get the support plan for the change}}
+{{bullet1|Test Plan|Get the test plan for the change}}
+}}
 === Suspend ===
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                 WAIT FOR CHANGE TYPE                                                       * -->
-<!-- ****************************************************************************************************************************** -->
 {{BPMAutomation|waitForChangeType|Wait For Change Type|
 [[File:bpmwaitforchangetype.png|thumb|link=https://wiki.hornbill.com/images/0/09/Bpmwaitforchangetype.png]]|
@@ Line 80: / Line 73: @@
 {{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
 {{bullet1|Action Focus|Sets the Action Item on a request that will be in focus when using this suspend node.}}
-{{bullet1|Expire Period|Set a date and time for which this operation will expire.  When this date and time is reached, the BPM will automatically continue.  An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.  When this date and time is reached, the BPM will automatically continue.  An outcome of ''Expired'' will be provided to allow for a decision node to be placed after this operation to determine how the expired operation will be managed.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                               WAIT FOR REQUEST SCHEDULE                                                    * -->
-<!-- ****************************************************************************************************************************** -->
 {{BPMAutomation|waitForRequestSchedule|Wait For Request Schedule|
 [[File:bpmwaitforrequestschedule.png|thumb|link=https://wiki.hornbill.com/images/b/b3/Bpmwaitforrequestschedule.png]]|
@@ Line 90: / Line 85: @@
 {{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
 {{bullet1|Action Focus|Sets the Action Item on a request that will be in focus when using this suspend node.}}
-{{bullet1|Expire Period|Set a date and time for which this operation will expire.  When this date and time is reached, the BPM will automatically continue.  An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.  When this date and time is reached, the BPM will automatically continue.  An outcome of ''Expired'' will be provided to allow for a decision node to be placed after this operation to determine how the expired operation will be managed.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 }}
 === Update Request ===
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                               ADD TO CHANGE CALENDAR                                                       * -->
-<!-- ****************************************************************************************************************************** -->
 {{BPMAutomation|addToChangeCalendar|Add to Change Calendar|
 [[File:bpmaddtochangecalendar.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmaddtochangecalendar.png]]|
@@ Line 108: / Line 105: @@
 {{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                               REMOVE FROM CHANGE CALENDAR                                                  * -->
-<!-- ****************************************************************************************************************************** -->
 {{BPMAutomation|removeFromChangeCalendar|Remove from Change Calendar|
 [[File:bpmremovefromchangecalendar.png|thumb|link=https://wiki.hornbill.com/images/8/82/Bpmremovefromchangecalendar.png]]|
@@ Line 117: / Line 112: @@
 {{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                   UPDATE CHANGE TYPE                                                       * -->
-<!-- ****************************************************************************************************************************** -->
 {{BPMAutomation|changeType|Change Type|
 [[File:bpmchangetype.png|thumb|link=https://wiki.hornbill.com/images/1/1c/Bpmchangetype.png]]|
@@ Line 128: / Line 121: @@
 }}
-<!-- ****************************************************************************************************************************** -->
+== Known Errors ==
-<!-- *                                                                                                                            * -->
-<!-- *                                                    Problem Records                                                         * -->
+Use these nodes at any stage in a process to automate Known Error specific actions.
-<!-- *                                                                                                                            * -->
+=== Get Information===
-<!-- ****************************************************************************************************************************** -->
+{{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 ===
+{{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.}}
+}}
+==Problem Records==
+Use these nodes at any stage in a process to automate Problem Record specific actions.
+=== Get Information ===
+{{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}}
+}}
-==Problem Records==
-Use these nodes at any stage in a process to automate Problem Record specific actions.
 === Suspend ===
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                   Wait for Problem Workaround                                              * -->
-<!-- ****************************************************************************************************************************** -->
 {{BPMAutomation|waitForProblemWorkaround|Wait for Workaround|
 [[File:bpmwaitforproblemworkaround.png|thumb|link=https://wiki.hornbill.com/images/3/3b/Bpmwaitforproblemworkaround.png]]|
@@ Line 145: / Line 164: @@
 {{bullet1|RequestID|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
 {{bullet1|Action Focus|Sets the Action Item on a request that will be in focus while the process is suspended}}
-{{bullet1|Expire Period|Set a date and time for which this operation will expire.  When this date and time is reached, the BPM will automatically continue.  An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}
+{{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 ===
+{{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                                                         * -->
-<!-- *                                                                                                                            * -->
-<!-- ****************************************************************************************************************************** -->
 ==Releases==
 Use this node at any stage in a process to automate Release specific actions.
 === Suspend ===
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                   Wait for Release Type                                                    * -->
-<!-- ****************************************************************************************************************************** -->
 {{BPMAutomation|waitForReleaseType|Wait for Release Type|
 [[File:bpmwaitforreleasetype.png|thumb|link=https://wiki.hornbill.com/images/0/0b/Bpmwaitforreleasetype.png]]|
@@ Line 165: / Line 195: @@
 {{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
 {{bullet1|Action Focus|Sets the Action Item on a request that will be in focus when using this suspend node.}}
-{{bullet1|Expire Period|Set a date and time for which this operation will expire.  When this date and time is reached, the BPM will automatically continue.  An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.  When this date and time is reached, the BPM will automatically continue.  An outcome of ''Expired'' will be provided to allow for a decision node to be placed after this operation to determine how the expired operation will be managed.}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                   Wait for Request Schedule                                                * -->
-<!-- ****************************************************************************************************************************** -->
 {{BPMAutomation|waitforrelaseschedule|Wait for Request Schedule|
 [[File:bpmwaitforreleaseschedule.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Bpmwaitforreleaseschedule.png]]|
@@ Line 175: / Line 203: @@
 {{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
 {{bullet1|Action Focus|Sets the Action Item on a request that will be in focus when using this suspend node.}}
-{{bullet1|Expire Period|Set a date and time for which this operation will expire.  When this date and time is reached, the BPM will automatically continue.  An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.  When this date and time is reached, the BPM will automatically continue.  An outcome of ''Expired'' will be provided to allow for a decision node to be placed after this operation to determine how the expired operation will be managed.}}
 }}
 === Update Request ===
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                   Add to Change Calendar                                                   * -->
-<!-- ****************************************************************************************************************************** -->
 {{BPMAutomation|addreleasetocalendar|Add to Change Calendar|
 [[File:bpmaddreleasetocalendar.png|thumb|link=https://wiki.hornbill.com/images/1/1a/Bpmaddreleasetocalendar.png]]|
@@ Line 193: / Line 219: @@
 {{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                  Remove From Change Calendar                                               * -->
-<!-- ****************************************************************************************************************************** -->
 {{BPMAutomation|removeReleaseFromCalendar|Remove from Change Calendar|
 [[File:bpmremovereleasefromcalendar.png|thumb|link=https://wiki.hornbill.com/images/e/ec/Bpmremovereleasefromcalendar.png]]|
@@ Line 202: / Line 226: @@
 {{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                   Update Release Type                                                      * -->
-<!-- ****************************************************************************************************************************** -->
 {{BPMAutomation|updateReleaseType|Release Type |
 [[File:bpmupdatereleasetype.png|thumb|link=https://wiki.hornbill.com/images/4/47/Bpmupdatereleasetype.png]]|
@@ Line 213: / Line 235: @@
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                                                                                            * -->
-<!-- *                                                    Request Connections                                                     * -->
-<!-- *                                                                                                                            * -->
-<!-- ****************************************************************************************************************************** -->
 ==Request Connections==
 Use the Request Connections node at any stage in a process to automatically add additional contact's and or co-worker's to a request and define their connection type to the request.  Other options include automatically emailing connections of different types, and removing one or all connections at any stage.
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                   Add Connection                                                            * -->
-<!-- ******************************************************************************************************************************* -->
 {{BPMAutomation|AddConnection|Add Connection|
 [[File:bpmaddconnection.png|thumb|link=https://wiki.hornbill.com/images/a/ae/Bpmaddconnection.png]]|
@@ Line 235: / Line 251: @@
 {{bullet1|Update Timeline|Include a Timeline update on the request when this node has completed}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                   Email Connections                                                        * -->
-<!-- ****************************************************************************************************************************** -->
 {{BPMAutomation|EmailConnections|Email Connections|
 [[File:bpmemailconnections.png|thumb|link=https://wiki.hornbill.com/images/3/3c/Bpmemailconnections.png]]|
@@ Line 249: / Line 263: @@
 {{bullet1|Update Timeline|Include a Timeline update on the request when this node has completed}}
 }}
-<!-- ******************************************************************************************************************************* -->
-<!-- *                                                Remove All Connections                                                       * -->
-<!-- ******************************************************************************************************************************* -->
 {{BPMAutomation|RemoveAllConnections|Remove All Connections|
 [[File:bpmremoveallconnections.png|thumb|link=https://wiki.hornbill.com/images/9/9d/Bpmremoveallconnections.png]]|
@@ Line 260: / Line 272: @@
 {{bullet1|Update Timeline|Include a Timeline update on the request when this node has completed}}
 }}
-<!-- ******************************************************************************************************************************* -->
-<!-- *                                                   Remove Connection                                                         * -->
-<!-- ******************************************************************************************************************************* -->
 {{BPMAutomation|RemoveConnection|Remove Connection|
 [[File:bpmremoveconnection.png|thumb|link=https://wiki.hornbill.com/images/5/55/Bpmremoveconnection.png]]|
@@ Line 272: / Line 282: @@
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                                                                                            * -->
-<!-- *                                                    Request Members                                                         * -->
-<!-- *                                                                                                                            * -->
-<!-- ****************************************************************************************************************************** -->
 ==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                                                        * -->
-<!-- ******************************************************************************************************************************* -->
 {{BPMAutomation|AddRequestMember|Add Request Member|
 [[File:bpmaddrequestmember.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Bpmaddrequestmember.png]]|
@@ Line 291: / Line 295: @@
 {{bullet1|Member (From Variable)|This option can contain the Co-worker to be added as a Request member. If supplied, "Member (From Variable)" option will be ignored}}
 }}
-<!-- ******************************************************************************************************************************* -->
-<!-- *                                                Remove Request Member                                                        * -->
-<!-- ******************************************************************************************************************************* -->
 {{BPMAutomation|RemoveRequestMember|Remove Request Member|
 [[File:bpmaremoverequestmember.png|thumb|link=https://wiki.hornbill.com/images/3/3c/Bpmaremoverequestmember.png]]|
@@ Line 302: / Line 304: @@
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                                                                                            * -->
-<!-- *                                                          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]]|
@@ Line 325: / Line 321: @@
 {{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]]|
@@ Line 338: / Line 332: @@
 {{bullet1|Notice Visibility|Remove notices that are set to a particular Visibility.  Portals, Service Desk, or Both}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                                                                                            * -->
-<!-- *                                                          Requests                                                          * -->
-<!-- *                                                                                                                            * -->
-<!-- ****************************************************************************************************************************** -->
 ==Requests==
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                                                                                            * -->
-<!-- *                                                       Access Control                                                       * -->
-<!-- *                                                                                                                            * -->
-<!-- ****************************************************************************************************************************** -->
 ==== 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                                                * -->
-<!-- ******************************************************************************************************************************* -->
 {{BPMAutomation|LockRequestActions|Lock / Unlock Request Actions|
 [[File:bpmlockrequestactions.png|thumb|link=https://wiki.hornbill.com/images/3/3a/Bpmlockrequestactions.png]]|
@@ Line 381: / Line 366: @@
 {{bullet1|Manual Timeline Update|Provide a custom Timeline Update message when a lock or unlock has taken place}}
 }}
-<!-- ******************************************************************************************************************************* -->
-<!-- *                                                    Lock Request Details                                                     * -->
-<!-- ******************************************************************************************************************************* -->
 {{BPMAutomation|LockRequestDetails|Lock Request Details|
 [[File:bpmlockrequestdetails.png|thumb|link=https://wiki.hornbill.com/images/5/59/Bpmlockrequestdetails.png]]|
@@ Line 391: / Line 374: @@
 {{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}}
 }}
-<!-- ******************************************************************************************************************************* -->
-<!-- *                                                  Unlock Request Details                                                     * -->
-<!-- ******************************************************************************************************************************* -->
 {{BPMAutomation|UnlockRequestDetails|Unlock Request Details|
 [[File:bpmunlockrequestdetails.png|thumb|link=https://wiki.hornbill.com/images/7/7d/Bpmunlockrequestdetails.png]]|
@@ Line 402: / Line 383: @@
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                                                                                            * -->
-<!-- *                                                       Assessment                                                           * -->
-<!-- *                                                                                                                            * -->
-<!-- ****************************************************************************************************************************** -->
 ==== Assessment ====
 Use the Assessment node to initiate an Impact Assessment on a request
-<!-- ******************************************************************************************************************************* -->
-<!-- *                                                   Impact  Assessment                                                        * -->
-<!-- ******************************************************************************************************************************* -->
 {{BPMAutomation|ImpactAssessment|Impact Assessment|
 [[File:bpmimpactassessment.png|thumb|link=https://wiki.hornbill.com/images/e/e1/Bpmimpactassessment.png]]|
@@ Line 421: / Line 396: @@
 }}
-<!-- ****************************************************************************************************************************** -->
+====Assets====
-<!-- *                                                                                                                            * -->
+Use these Hornbill Automations for managing assets that are associated to the request
-<!-- *                                                       Assignment                                                           * -->
-<!-- *                                                                                                                            * -->
+{{BPMAutomation|Add_All_Owned_by_Customer|Add All Owned by Customer|
-<!-- ****************************************************************************************************************************** -->
+[[File:Add_All_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/1/16/Add_All_Owned_by_Customer.png]]|
-====Assignment====
+Add all assets that are owned by the customer to the request|
-Use the Assignment node to automatically assign a request to different Service Manager users or teams.
+{{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.}}
-<!-- *                                                   Assign to Service Team                                                    * -->
+{{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.}}
-{{BPMAutomation|AssignToServiceTeam|Assign to Service Team|
+}}
-[[File:bpmassigntoserviceteam.png|thumb|link=https://wiki.hornbill.com/images/6/6e/Bpmassigntoserviceteam.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.|
+{{BPMAutomation|Add_Generic_Assets_Owned_by_Customer|Add Generic Assets Owned by Customer|
-{{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:Add_Generic_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/5/53/Add_Generic_Assets_Owned_by_Customer.png]]|
-{{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}}
+Add assets that are owned or used by the customer that belong to the General class of asset|
-{{bullet1|Service|The Service ID of the service which is supported by the team to be assigned 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 Generic assets to associate to the request.}}
-{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|System Timeline Update|Indicates whether or not a system update is made to the request timeline. Default is No. This option is superseded by the Manual Timeline Update.}}
-{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
+{{bullet1|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System Timeline Update.}}
+{{bullet1|Timeline Visibility|The request timeline post visibility. If not specified, the application option value will be used.}}
+{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}}
+}}
+{{BPMAutomation|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.}}
 }}
-<!-- ***************************************************************************************************************************** -->
-<!-- *                                                  Assign to Team                                                           * -->
+{{BPMAutomation|Add_Computer_Peripheral_Assets_Owned_by_Customer|Add Computer Peripheral Assets Owned by Customer|
-<!-- ***************************************************************************************************************************** -->
+[[File:Add_Computer_Peripheral_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/0/07/Add_Computer_Peripheral_Assets_Owned_by_Customer.png]]|
-{{BPMAutomation|AssignToTeam|Assign to Team|
+Add assets that are owned or used by the customer that belong to the Computer Peripheral class of asset|
-[[File:bpmassigntoteam.png|thumb|link=link=https://wiki.hornbill.com/images/8/8a/Bpmassigntoteam.png|Assign to 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''}}
-Use this option to assign the request to a specified team.  |
+{{bullet1|Asset Type|The type of Computer Peripheral assets to associate 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|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 a team from the list of available teams that have been defined under the Organizational Data in Administration}}
+{{bullet1|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System Timeline Update.}}
-{{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|Timeline Visibility|The request timeline post visibility. If not specified, the application option value will be used.}}
-{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}}
-{{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 Owner                                                        * -->
+{{BPMAutomation|Add_Mobile_Device_Assets_Owned_by_Customer|Add Mobile Device Assets Owned by Customer|
-<!-- ******************************************************************************************************************************* -->
+[[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]]|
-{{BPMAutomation|AssignToOwner|Assign to Owner|
+Add assets that are owned or used by the customer that belong to the Mobile Device class of asset|
-[[File:bpmassigntoowner.png|thumb|link=https://wiki.hornbill.com/images/e/e9/Bpmassigntoowner.png]]|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
-Use this option to assign the request to a specific Service Manager analyst.|
+{{bullet1|Asset Type|The type of Mobile Device 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|The Team ID to be applied to the request}}
+{{bullet1|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System Timeline Update.}}
-{{bullet1|Owner|The user ID to be applied to the request}}
+{{bullet1|Timeline Visibility|The request timeline post visibility. If not specified, the application option value will be used.}}
-{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}}
-{{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|Add_Network_Device_Assets_Owned_by_Customer|Add Network Device Assets Owned by Customer|
+[[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]]|
+Add assets that are owned or used by the customer that belong to the Network Device class of asset|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+{{bullet1|Asset Type|The type of Network Device assets to associate to the request.}}
+{{bullet1|System Timeline Update|Indicates whether or not a system update is made to the request timeline. Default is No. This option is superseded by the Manual Timeline Update.}}
+{{bullet1|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System Timeline Update.}}
+{{bullet1|Timeline Visibility|The request timeline post visibility. If not specified, the application option value will be used.}}
+{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}}
 }}
-<!-- ******************************************************************************************************************************* -->
-<!-- *                                                   Assign to Owner (Variable)                                                * -->
+{{BPMAutomation|Add_Printer_Assets_Owned_by_Customer|Add Printer Assets Owned by Customer|
-<!-- ******************************************************************************************************************************* -->
+[[File:Add_Printer_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/8/8b/Add_Printer_Assets_Owned_by_Customer.png]]|
-{{BPMAutomation|AssignTOwnerVariable|Assign to Owner (Variable)|
+Add assets that are owned or used by the customer that belong to the Printer class of asset|
-[[File:bpmassigntoownervariable.png|thumb|link=https://wiki.hornbill.com/images/e/e9/Bpmassigntoowner.png]]|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
-Use this option to assign the request to a specific Service Manager analyst using a dynamic value provided by a runtime variable that has been populated using Progressive Capture or through the Get Information nodes|
+{{bullet1|Asset Type|The type of Printer assets to associate 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|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 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|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System Timeline Update.}}
-{{bullet1|Owner|Assign to an analyst based on a variable that has been populated using Progressive Capture or through the Get Information nodes}}
+{{bullet1|Timeline Visibility|The request timeline post visibility. If not specified, the application option value will be used.}}
-{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}}
-{{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 Request Creator                                                 * -->
+{{BPMAutomation|Add_Software_Assets_Owned_by_Customer|Add Software Assets Owned by Customer|
-<!-- ******************************************************************************************************************************* -->
+[[File:Add_Software_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/5/5a/Add_Software_Assets_Owned_by_Customer.png]]|
-{{BPMAutomation|AssignToRequestCreator|Assign to Request Creator|
+Add assets that are owned or used by the customer that belong to the Software class of asset|
-[[File:bpmassigntorequestcreator.png|thumb|link=https://wiki.hornbill.com/images/7/7c/Bpmassigntorequestcreator.png]]|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
-Use this option to automatically assign the request to the Service Manager analyst who created / raised the request via Progressive Capture|
+{{bullet1|Asset Type|The type of Software 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|The Team ID to be applied 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|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}}
-{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                 Assign to Most Available                                                   * -->
-<!-- ****************************************************************************************************************************** -->
-{{BPMAutomation|AssignToMostAvailableAnalyst|Assign to Most Available Analyst|
-[[File:bpmassigntomostavailable.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Bpmassigntomostavailable.png]]|
-Using ''Assign to Most Available Analyst'' is a great way to automatically assign out requests to the members of a team.  This operation works on the basis of capacity. The system will look through the members of the selected team and will assign the request to the member who has the least amount of open requests. If more than one team member have an equal number of open requests and have the least amount of assigned requests, the system will allocate the request to the team member who has had the greatest amount of time pass since their last assignment.
-The system will take into account the user status which is found on their profile. If the user status is set to anything other than 'Available' that user/analyst/team member will not be considered as a request owner|
+{{BPMAutomation|Add_Telecoms_Assets_Owned_by_Customer|Add Telecoms 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_Telecoms_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/a/a9/Add_Telecoms_Assets_Owned_by_Customer.png]]|
-{{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.}}
+Add assets that are owned or used by the customer that belong to the Telecoms class of asset|
-{{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|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|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|Asset Type|The type of Telecoms 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 on Round Robin Basis                                                 * -->
+{{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]]|
-{{BPMAutomation|RoundRobin|Assign on Round Robin Basis|
+Creates a new General asset within Asset Management and links the new asset to the request from which it was created.|
-[[File:bpmroundrobin.png|thumb|link=https://wiki.hornbill.com/images/4/41/Bpmroundrobin.png|Round Robin BPM Operation]]|
-Using the ''Assign Round Robin'' is a great way to automatically assign out requests to the members of a team . The system will look through the members of the selected team and will assign the request to the member who has had the greatest amount of time pass since their last assignment. The system will take into account the user's status which is found on their profile. If the user's status is set to anything other than 'Available' that user will not be considered for assignment. This does not take into account the volume of requests assigned to each user.|
 {{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
-{{bullet1|Team|Select the team that you would like to participate in the Round Robin Assignment.  This is a mandatory setting and must be set to Manual and have a team assigned}}
+{{bullet1|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
-{{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|State|Update the state of the assets.  Options include active, current, and archived}}
-{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Sub State|Update the sub state of the asset}}
-{{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|Company|Update the company that the assets should be associated to}}
-{{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|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}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                                                                                            * -->
-<!-- *                                                       Authorization                                                        * -->
-<!-- *                                                                                                                            * -->
-<!-- ****************************************************************************************************************************** -->
-<!-- ****************************************************************************************************************************** -->
+{{BPMAutomation|Create_Computer_System_Asset|Create Computer System Asset|
-<!-- *                                                   Authorization Decision                                                   * -->
+[[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.|
-==== Authorisation Decision ====
-Use the Authorisation Decision node to mark on a Change or Service Request form if an authorization decision has been made.
-{{BPMAutomation|Approved|Approved|
-[[File:bpmapproved.png|thumb|link=https://wiki.hornbill.com/images/5/56/Bpmapproved.png]]|
-Use this Authorisation Decision node to mark on a Change or Service Request as being approved. The status of ''Approved'' will be displayed in the Information panel on the request.|
 {{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
-{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|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}}
 }}
-{{BPMAutomation|Rejected|Rejected|
-[[File:bpmrejected.png|thumb|link=https://wiki.hornbill.com/images/d/d5/Bpmrejected.png]]|
+{{BPMAutomation|Create_Computer_Peripheral_Asset|Create Computer Peripheral 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.|
+[[File:Create_Computer_Peripheral_Asset.png|thumb|link=https://wiki.hornbill.com/images/c/c2/Create_Computer_Peripheral_Asset.png]]|
-{{bullet1|<Name of Option>|<Description of Option>}}
+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|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}}
 }}
-<!-- ****************************************************************************************************************************** -->
+{{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]]|
-<!-- *                                                      Collaboration                                                         * -->
+Creates a new Mobile Device asset within Asset Management and links the new asset to the request from which it was created.|
-<!-- *                                                                                                                            * -->
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
-<!-- ****************************************************************************************************************************** -->
+{{bullet1|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
-====Collaboration====
+{{bullet1|State|Update the state of the assets.  Options include active, current, and archived}}
+{{bullet1|Sub State|Update the sub state of the asset}}
+{{bullet1|Company|Update the company that the assets should be associated to}}
+{{bullet1|Name|Update the name of the assets}}
+{{bullet1|Notes|Upldate the notes for the assets}}
+{{bullet1|Owned By|Update the owner of the assets}}
+{{bullet1|Used By|Update who uses the assets}}
+{{bullet1|Department|Update the department that the asset is associated to}}
+{{bullet1|Description|Update the asset description}}
+{{bullet1|Booking|Update if the asset is available for booking}}
+{{bullet1|Purpose|Update the purpose of the assets}}
+{{bullet1|Last Audited Date|Update the last audit date for the assets}}
+{{bullet1|Location Type|Update the type of location where the asset is}}
+{{bullet1|Location|Update the Location of the assets}}
+{{bullet1|Country|Update the country where the asset is located}}
+{{bullet1|Building|Update the building where the asset is located}}
+{{bullet1|Room|Update the room where the asset is}}
+{{bullet1|Rack|Update the rack where the asset is located}}
+{{bullet1|U Height|Update the U height location in the rack}}
+{{bullet1|U Position|Update the U position of the asset in the rack}}
+{{bullet1|Site|Update the site where the asset is located}}
+{{bullet1|Floor|Update the Floor where the asset is located}}
+{{bullet1|Geo Location|Update the Geo-location where the asset is located}}
+{{bullet1|Static|Update if the asset is a static or not}}
+{{bullet1|Cost|Update the cost of the asset}}
+{{bullet1|Asset Tag|Update the Asset Tag}}
+{{bullet1|Order Number|Update the Order number}}
+{{bullet1|Invoice Number|Update the Invoice number}}
+{{bullet1|Maintenance Cost|Update how much the annual maintenance cost of the asset is}}
+{{bullet1|Maintenance Reference|Update the Reference to the maintenance contract}}
+{{bullet1|Supplier ID|Update the ID of the asset supplier}}
+{{bullet1|Supplier Contract|Update the name of the Supplier Contract associated to the asset}}
+{{bullet1|Product ID|Update the Product ID}}
+{{bullet1|Order Date|Update the Order date}}
+{{bullet1|Received Date|Upldate the receive date}}
+{{bullet1|Cost Center|Update the cost center}}
+{{bullet1|Acq. Method|Update the method of how the asset was acquired}}
+{{bullet1|Warranty Start|Update the start of the warranty date}}
+{{bullet1|Warranty Expires|Update the warranty expiry date}}
+{{bullet1|Supported By|Update who supports this asset}}
+{{bullet1|Maintenance Notice Period|Update the notice period for Maintenance contract renewal}}
+{{bullet1|Maintenance Termination Period|Update the termination period for the asset}}
+{{bullet1|Annual Maintenance Review Date|Update the annual maintenance review date}}
+{{bullet1|Scheduled Retired Date|Update the date that the asset set to retire on}}
+{{bullet1|Actual Retired Date|Update the date that the asset was retired on}}
+{{bullet1|Disposal Reason|Update why the asset was disposed of}}
+{{bullet1|Disposal Price|Update how much it cost to dispose of the asset}}
+{{bullet1|Disposal Code|Update the disposal code}}
+{{bullet1|Beneficiary|Update who the beneficiary of the asset is}}
+{{bullet1|Depreciation Method|Update the depreciation method}}
+{{bullet1|Depreciation Start Date|Update when the asset cost starts deprecating }}
+{{bullet1|Depreciation Value|Update the current depreciation value}}
+{{bullet1|Residual Value|Update the residual value}}
+}}
-Use the 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.
+{{BPMAutomation|Create_Network_Device|Create Network Device Asset|
-<!-- ******************************************************************************************************************************* -->
+[[File:Create_Network_Device_Asset.png|thumb|link=https://wiki.hornbill.com/images/4/4f/Create_Network_Device_Asset.png]]|
-<!-- *                                         Comment on Existing Public Workspace Post                                             -->
+Creates a new Network Device asset within Asset Management and links the new asset to the request from which it was created.|
-<!-- ******************************************************************************************************************************* -->
-{{BPMAutomation|CommentOnPost|Comment on Existing Public Workspace Post|
-[[File:bpmcommentonpost.png|thumb|link=https://wiki.hornbill.com/images/d/d3/Bpmcommentonpost.png]]|
-Use this node to automate the adding of a comment to an existing Post in a workspace. It will always look to add the comment to the most recent post from the request in the workspace. An example use case for this node, is to include the Comment Update after key milestones such as Logged, In progress, Resolved, Closed or Change Accepted, Scheduled, Implemented, Reviewed.  This will allow members of the workspace to stay informed about request progress without the need to monitor lists or queues. This node will only be applicable if the '''Post to Public Workspace''' Node has been used and a Post already exists from the request in a Workspace.|
 {{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
-{{bullet1|Workspace|The ID of the workspace where the comment will be posted}}
+{{bullet1|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]]|
+{{BPMAutomation|Create_Printer_Asset|Create Printer 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.|
+[[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|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]]|
-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. |
+{{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|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}}
 }}
-<!-- ****************************************************************************************************************************** -->
+{{BPMAutomation|Get_All_Generic_Assets|Get All Generic Assets|
-<!-- *                                                                                                                            * -->
+[[File:Get_All_Generic_Assets.png|thumb|link=]]|
-<!-- *                                                     Email Notifications                                                    * -->
+Get a comma delimited list of the asset names that belong to the Generic Class of asset that have been associated with the request|
-<!-- *                                                                                                                            * -->
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
-<!-- ****************************************************************************************************************************** -->
+{{bullet1|Assets Type|The type of Generic assets to to get a list of}}
-====Email Notifications====
+{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}}
-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|
-{{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.}}
+{{BPMAutomation|Get_All_Computer_Peripheral_Assets|Get All Computer Peripheral Assets|
-{{bullet1|Contact|Select a contact from the searchable pick list. Only contacts that have records stored in Hornbill will be available}}
+[[File:Get_All_Computer_Peripheral_Assets.png|thumb|link=]]|
-{{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}}
+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|Email From|Select the email address that you want listed as the sender.}}
+{{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|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|Assets Type|The type of Computer Peripheral assets to get a list of}}
-{{bullet1|Email Template|Select the email template that you want to use for this email}}
+{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}}
-{{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 Co-worker                                                          * -->
+{{BPMAutomation|Get_All_Mobile_Device_Assets|Get All Mobile Device Assets|
-<!-- ***************************************************************************************************************************** -->
+[[File:Get_All_Mobile_Device_Assets.png|thumb|link=]]|
-{{BPMAutomation|EmailCoworker|Email Co-worker|
+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|
-[[File:bpmemailcoworker.png|thumb|link=https://wiki.hornbill.com/images/b/b3/Bpmemailcoworker.png]]|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
-Use this node to send an email to a Co-worker that has a user account in Hornbill|
+{{bullet1|Assets Type|The type of Mobile Device assets to to get a list of}}
-{{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|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}}
-{{bullet1|Co-worker|Select a Co-worker from the searchable pick list. Only Co-workers that have accounts in Hornbill will be available}}
-{{bullet1|Co-worker (From Variable)|Set a Co-worker from a variable}}
-{{bullet1|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                                                       * -->
+{{BPMAutomation|Get_All_Network_Device_Assets|Get All Network Device Assets|
-<!-- ***************************************************************************************************************************** -->
+[[File:Get_All_Network_Device_Assets.png|thumb|link=]]|
-{{BPMAutomation|EmailCustomer|Email Customer|
+Get a comma delimited list of the asset names that belong to the Network Device Class of asset that have been associated with the request|
-[[File:bpmemailcustomer.png|thumb|link=https://wiki.hornbill.com/images/2/23/Bpmemailcustomer.png]]|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
-Use this node to send an email to the customer that is associated to the request|
+{{bullet1|Assets Type|The type of Network Device assets to get a list of}}
-{{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|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's Manager                                                * -->
+{{BPMAutomation|Get_All_Printer_Assets|Get All Printer Assets|
-<!-- ***************************************************************************************************************************** -->
+[[File:Get_All_Printer_Assets.png|thumb|link=]]|
-{{BPMAutomation|EmailCustomerManager|Email Customer Manager|
+Get a comma delimited list of the asset names that belong to the Printer Class of asset that have been associated with the request|
-[[File:bpmemailcustomermanager.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmemailcustomermanager.png]]|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
-Use this node to send an email to the Manager of the customer that is associated to the request|
+{{bullet1|Assets Type|The type of Printer assets to get a list of}}
-{{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|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 External Address                                               * -->
+{{BPMAutomation|Get_All_Software_Assets|Get All Software Assets|
-<!-- ***************************************************************************************************************************** -->
+[[File:Get_All_Software_Assets.png|thumb|link=]]|
-{{BPMAutomation|EmailExternalAddress|Email External Address|
+Get a comma delimited list of the asset names that belong to the Software Class of asset that have been associated with the request|
-[[File:bpmemailexternal.png|thumb|link=https://wiki.hornbill.com/images/4/4a/Bpmemailexternal.png]]|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
-Use this node to send an email to one or more email addresses that are not available within Hornbill|
+{{bullet1|Assets Type|The type of Software assets to get a list of}}
-{{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|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}}
-{{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                                                     * -->
+{{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]]|
-{{BPMAutomation|EmailOwner|Email Request Owner|
+Get a comma delimited list of the asset names that belong to the Telecoms Class of asset that have been associated with the request|
-[[File:bpmemailowner.png|thumb|link=https://wiki.hornbill.com/images/e/ea/Bpmemailowner.png]]|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
-Use this node to send an email to the owner of the request|
+{{bullet1|Assets Type|The type of Telecoms assets to get a list of}}
-{{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|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.}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                                                                                                            * -->
+{{BPMAutomation|Update_All_Assets_-_General_Information|Update All Assets - General Information|
-<!-- *                                                     Get Request 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''}}
-====Get Request Information====
+{{bullet1|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
-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|State|Update the state of the assets.  Options include active, current, and archived}}
-<!-- ****************************************************************************************************************************** -->
+{{bullet1|Sub State|Update the sub state of the asset}}
-<!-- *                                                  Customer Details                                                          * -->
+{{bullet1|Company|Update the company that the assets should be associated to}}
-<!-- ****************************************************************************************************************************** -->
+{{bullet1|Name|Update the name of the assets}}
-{{BPMAutomation|Customer_Details|Customer Details|
+{{bullet1|Notes|Upldate the notes for the assets}}
-[[File:bpmgetcustomerdetails.png|thumb|link=https://wiki.hornbill.com/images/3/3a/Bpmgetcustomerdetails.png]]|
+{{bullet1|Owned By|Update the owner of the assets}}
-Use this option at the start of a stage or preceding a task, authorisation, or decision node to load the Customer's organisations details (variables) into the stage, and to make them available to other node operations where you may wish to specify or refer to '''Variable''' values from the customer of the request.|
+{{bullet1|Used By|Update who uses the assets}}
-{{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|Department|Update the department that the asset is associated to}}
+{{bullet1|Description|Update the asset description}}
+{{bullet1|Booking|Update if the asset is available for booking}}
+{{bullet1|Purpose|Update the purpose of the assets}}
+{{bullet1|Last Audited Date|Update the last audit date for the assets}}
+{{bullet1|Location Type|Update the type of location where the asset is}}
+{{bullet1|Location|Update the Location of the assets}}
+{{bullet1|Country|Update the country where the asset is located}}
+{{bullet1|Building|Update the building where the asset is located}}
+{{bullet1|Room|Update the room where the asset is}}
+{{bullet1|Rack|Update the rack where the asset is located}}
+{{bullet1|U Height|Update the U height location in the rack}}
+{{bullet1|U Position|Update the U position of the asset in the rack}}
+{{bullet1|Site|Update the site where the asset is located}}
+{{bullet1|Floor|Update the Floor where the asset is located}}
+{{bullet1|Geo Location|Update the Geo-location where the asset is located}}
+{{bullet1|Static|Update if the asset is a static or not}}
+{{bullet1|Cost|Update the cost of the asset}}
+{{bullet1|Asset Tag|Update the Asset Tag}}
+{{bullet1|Order Number|Update the Order number}}
+{{bullet1|Invoice Number|Update the Invoice number}}
+{{bullet1|Maintenance Cost|Update how much the annual maintenance cost of the asset is}}
+{{bullet1|Maintenance Reference|Update the Reference to the maintenance contract}}
+{{bullet1|Supplier ID|Update the ID of the asset supplier}}
+{{bullet1|Supplier Contract|Update the name of the Supplier Contract associated to the asset}}
+{{bullet1|Product ID|Update the Product ID}}
+{{bullet1|Order Date|Update the Order date}}
+{{bullet1|Received Date|Upldate the receive date}}
+{{bullet1|Cost Center|Update the cost center}}
+{{bullet1|Acq. Method|Update the method of how the asset was acquired}}
+{{bullet1|Warranty Start|Update the start of the warranty date}}
+{{bullet1|Warranty Expires|Update the warranty expiry date}}
+{{bullet1|Supported By|Update who supports this asset}}
+{{bullet1|Maintenance Notice Period|Update the notice period for Maintenance contract renewal}}
+{{bullet1|Maintenance Termination Period|Update the termination period for the asset}}
+{{bullet1|Annual Maintenance Review Date|Update the annual maintenance review date}}
+{{bullet1|Scheduled Retired Date|Update the date that the asset set to retire on}}
+{{bullet1|Actual Retired Date|Update the date that the asset was retired on}}
+{{bullet1|Disposal Reason|Update why the asset was disposed of}}
+{{bullet1|Disposal Price|Update how much it cost to dispose of the asset}}
+{{bullet1|Disposal Code|Update the disposal code}}
+{{bullet1|Beneficiary|Update who the beneficiary of the asset is}}
+{{bullet1|Depreciation Method|Update the depreciation method}}
+{{bullet1|Depreciation Start Date|Update when the asset cost starts deprecating }}
+{{bullet1|Depreciation Value|Update the current depreciation value}}
+{{bullet1|Residual Value|Update the residual value}}
 }}
-<!-- ****************************************************************************************************************************** -->
-<!-- *                                               Source Email Details                                                         * -->
-<!-- ****************************************************************************************************************************** -->
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-* Source Email Details
-<div class="mw-collapsible-content">
-::Requests > Get Request Information > Source Email Details
-When the origin of a Request is an email (i.e. raised via Routing Rules or Email View), this option can be used to retrieve the details of the email message. This includes FROM address, TO address, subject, content, date sent and date received. You can use the Variable Picker or the Expressions Builder to make a decision on the retrieved details.
+{{BPMAutomation|Update_Computer_Assets_-_Additional_Properties|Update Computer Assets - Additional Properties|
+[[File:Update_Computer_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a6/Update_Computer_Assets_-_Additional_Properties.png]]|
+Update the Additional Properties attributes of assets belonging to the Computer class that are associated to the request|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+}}
-[[File:Source_Email_Details.png|600px]]
+{{BPMAutomation|Update_Computer_Assets_-_General_Information|Update Computer Assets - General Information|
-</div>
+[[File:Update_Computer_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/a/a8/Update_Computer_Assets_-_General_Information.png]]|
-</div>
+Update the General Information attributes of assets belonging to the Computer class that are associated to the request|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+{{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}}
+}}
-<!-- ******************************************************** Organisation Details ********************************************************************* -->
+{{BPMAutomation|Update_Computer_Peripheral_Assets_-_Additional_Properties|Update Computer Peripheral Assets - Additional Properties|
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+[[File:Update_Computer_Peripheral_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/c/cd/Update_Computer_Peripheral_Assets_-_Additional_Properties.png]]|
-* Organisation Details
+Update the Additional Properties attributes of assets belonging to the Computer Peripheral class that are associated to the request|
-<div class="mw-collapsible-content">
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
-::Requests > Get Request Information > Organisation Details
+}}
-Use this option at the start of a stage or preceding a task / authorisation / decision node to load the Customer's Organisations details (variables) into the stage, and to make them available to other node operations where you may wish to specify or refer to '''Variable''' values from the customer's organisation of the request.
+{{BPMAutomation|Update_Computer_Peripheral_Assets_-_General_Information|Update Computer Peripheral Assets - General Information|
+[[File:Update_Computer_Peripheral_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/9/93/Update_Computer_Peripheral_Assets_-_General_Information.png]]|
+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}}
+}}
-:* 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.
+{{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''}}
+}}
-[[File:Org_Details.png|600px]]
+{{BPMAutomation|Update_Mobile_Device_Assets_-_General_Information|Update Mobile Device Assets - General Information|
-</div>
+[[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>
+Update the General Information attributes of assets belonging to the Mobile Device class that are associated to the request|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+{{bullet1|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
+{{bullet1|State|Update the state of the assets.  Options include active, current, and archived}}
+{{bullet1|Sub State|Update the sub state of the asset}}
+{{bullet1|Company|Update the company that the assets should be associated to}}
+{{bullet1|Name|Update the name of the assets}}
+{{bullet1|Notes|Upldate the notes for the assets}}
+{{bullet1|Owned By|Update the owner of the assets}}
+{{bullet1|Used By|Update who uses the assets}}
+{{bullet1|Department|Update the department that the asset is associated to}}
+{{bullet1|Description|Update the asset description}}
+{{bullet1|Booking|Update if the asset is available for booking}}
+{{bullet1|Purpose|Update the purpose of the assets}}
+{{bullet1|Last Audited Date|Update the last audit date for the assets}}
+{{bullet1|Location Type|Update the type of location where the asset is}}
+{{bullet1|Location|Update the Location of the assets}}
+{{bullet1|Country|Update the country where the asset is located}}
+{{bullet1|Building|Update the building where the asset is located}}
+{{bullet1|Room|Update the room where the asset is}}
+{{bullet1|Rack|Update the rack where the asset is located}}
+{{bullet1|U Height|Update the U height location in the rack}}
+{{bullet1|U Position|Update the U position of the asset in the rack}}
+{{bullet1|Site|Update the site where the asset is located}}
+{{bullet1|Floor|Update the Floor where the asset is located}}
+{{bullet1|Geo Location|Update the Geo-location where the asset is located}}
+{{bullet1|Static|Update if the asset is a static or not}}
+{{bullet1|Cost|Update the cost of the asset}}
+{{bullet1|Asset Tag|Update the Asset Tag}}
+{{bullet1|Order Number|Update the Order number}}
+{{bullet1|Invoice Number|Update the Invoice number}}
+{{bullet1|Maintenance Cost|Update how much the annual maintenance cost of the asset is}}
+{{bullet1|Maintenance Reference|Update the Reference to the maintenance contract}}
+{{bullet1|Supplier ID|Update the ID of the asset supplier}}
+{{bullet1|Supplier Contract|Update the name of the Supplier Contract associated to the asset}}
+{{bullet1|Product ID|Update the Product ID}}
+{{bullet1|Order Date|Update the Order date}}
+{{bullet1|Received Date|Upldate the receive date}}
+{{bullet1|Cost Center|Update the cost center}}
+{{bullet1|Acq. Method|Update the method of how the asset was acquired}}
+{{bullet1|Warranty Start|Update the start of the warranty date}}
+{{bullet1|Warranty Expires|Update the warranty expiry date}}
+{{bullet1|Supported By|Update who supports this asset}}
+{{bullet1|Maintenance Notice Period|Update the notice period for Maintenance contract renewal}}
+{{bullet1|Maintenance Termination Period|Update the termination period for the asset}}
+{{bullet1|Annual Maintenance Review Date|Update the annual maintenance review date}}
+{{bullet1|Scheduled Retired Date|Update the date that the asset set to retire on}}
+{{bullet1|Actual Retired Date|Update the date that the asset was retired on}}
+{{bullet1|Disposal Reason|Update why the asset was disposed of}}
+{{bullet1|Disposal Price|Update how much it cost to dispose of the asset}}
+{{bullet1|Disposal Code|Update the disposal code}}
+{{bullet1|Beneficiary|Update who the beneficiary of the asset is}}
+{{bullet1|Depreciation Method|Update the depreciation method}}
+{{bullet1|Depreciation Start Date|Update when the asset cost starts deprecating }}
+{{bullet1|Depreciation Value|Update the current depreciation value}}
+{{bullet1|Residual Value|Update the residual value}}
+}}
-<!-- ******************************************************** Owner Details ********************************************************************* -->
+{{BPMAutomation|Update_Network_Device_Assets_-_Additional_Properties|Update Network Device Assets - Additional Properties|
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+[[File:Update_Network_Device_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/0/03/Update_Network_Device_Assets_-_Additional_Properties.png]]|
-<div id="GetRequestInfoOwner"></div>
+Update the Additional Properties attributes of assets belonging to the Network Device class that are associated to the request|
-* Owner 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">
+}}
-<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
-::{|
-|- valign="top"
-|style="width:700px"|
-[[File:getrequestownerbpm.png|thumb|link=https://wiki.hornbill.com/images/8/8b/Getrequestownerbpm.png|Get Request Owner Details BPM]] Use this operation when you need to use information about the owner of the request for making decisions or to populate other BPM operations with this data.  This operation will populate a number of variables that represent the information about the owner of the request.
-:* '''Request Id'''
+{{BPMAutomation|Update_Network_Device_Assets_-_General_Information|Update Network Device Assets - General Information|
-:: This is a mandatory 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:Update_Network_Device_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/1/19/Update_Network_Device_Assets_-_General_Information.png]]|
-<br>
+Update the General Information attributes of assets belonging to the Network Device class that are associated to the request|
-<br>
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
-The Variables that are available after this operation has been used include the following:
+{{bullet1|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
+{{bullet1|State|Update the state of the assets.  Options include active, current, and archived}}
+{{bullet1|Sub State|Update the sub state of the asset}}
+{{bullet1|Company|Update the company that the assets should be associated to}}
+{{bullet1|Name|Update the name of the assets}}
+{{bullet1|Notes|Upldate the notes for the assets}}
+{{bullet1|Owned By|Update the owner of the assets}}
+{{bullet1|Used By|Update who uses the assets}}
+{{bullet1|Department|Update the department that the asset is associated to}}
+{{bullet1|Description|Update the asset description}}
+{{bullet1|Booking|Update if the asset is available for booking}}
+{{bullet1|Purpose|Update the purpose of the assets}}
+{{bullet1|Last Audited Date|Update the last audit date for the assets}}
+{{bullet1|Location Type|Update the type of location where the asset is}}
+{{bullet1|Location|Update the Location of the assets}}
+{{bullet1|Country|Update the country where the asset is located}}
+{{bullet1|Building|Update the building where the asset is located}}
+{{bullet1|Room|Update the room where the asset is}}
+{{bullet1|Rack|Update the rack where the asset is located}}
+{{bullet1|U Height|Update the U height location in the rack}}
+{{bullet1|U Position|Update the U position of the asset in the rack}}
+{{bullet1|Site|Update the site where the asset is located}}
+{{bullet1|Floor|Update the Floor where the asset is located}}
+{{bullet1|Geo Location|Update the Geo-location where the asset is located}}
+{{bullet1|Static|Update if the asset is a static or not}}
+{{bullet1|Cost|Update the cost of the asset}}
+{{bullet1|Asset Tag|Update the Asset Tag}}
+{{bullet1|Order Number|Update the Order number}}
+{{bullet1|Invoice Number|Update the Invoice number}}
+{{bullet1|Maintenance Cost|Update how much the annual maintenance cost of the asset is}}
+{{bullet1|Maintenance Reference|Update the Reference to the maintenance contract}}
+{{bullet1|Supplier ID|Update the ID of the asset supplier}}
+{{bullet1|Supplier Contract|Update the name of the Supplier Contract associated to the asset}}
+{{bullet1|Product ID|Update the Product ID}}
+{{bullet1|Order Date|Update the Order date}}
+{{bullet1|Received Date|Upldate the receive date}}
+{{bullet1|Cost Center|Update the cost center}}
+{{bullet1|Acq. Method|Update the method of how the asset was acquired}}
+{{bullet1|Warranty Start|Update the start of the warranty date}}
+{{bullet1|Warranty Expires|Update the warranty expiry date}}
+{{bullet1|Supported By|Update who supports this asset}}
+{{bullet1|Maintenance Notice Period|Update the notice period for Maintenance contract renewal}}
+{{bullet1|Maintenance Termination Period|Update the termination period for the asset}}
+{{bullet1|Annual Maintenance Review Date|Update the annual maintenance review date}}
+{{bullet1|Scheduled Retired Date|Update the date that the asset set to retire on}}
+{{bullet1|Actual Retired Date|Update the date that the asset was retired on}}
+{{bullet1|Disposal Reason|Update why the asset was disposed of}}
+{{bullet1|Disposal Price|Update how much it cost to dispose of the asset}}
+{{bullet1|Disposal Code|Update the disposal code}}
+{{bullet1|Beneficiary|Update who the beneficiary of the asset is}}
+{{bullet1|Depreciation Method|Update the depreciation method}}
+{{bullet1|Depreciation Start Date|Update when the asset cost starts deprecating }}
+{{bullet1|Depreciation Value|Update the current depreciation value}}
+{{bullet1|Residual Value|Update the residual value}}
+}}
-{|
+{{BPMAutomation|Update_Printer_Assets_-_Additional_Properties|Update Printer Assets - Additional Properties|
-|- valign="top"
+[[File:Update_Printer_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Update_Printer_Assets_-_Additional_Properties.png]]|
-|style="width:300px"|
+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''}}
+}}
-* First Name
+{{BPMAutomation|Update_Printer_Assets_-_General_Information|Update Printer Assets - General Information|
-* Last Name
+[[File:Update_Printer_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/1/19/Update_Printer_Assets_-_General_Information.png]]|
-* Job Title
+Update the General Information attributes of assets belonging to the Printer class that are associated to the request|
-* Site
+{{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''}}
-* Manager
+{{bullet1|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
-* Primary Email Address
+{{bullet1|State|Update the state of the assets.  Options include active, current, and archived}}
-* Primary Phone Number
+{{bullet1|Sub State|Update the sub state of the asset}}
-* Mobile Phone Number
+{{bullet1|Company|Update the company that the assets should be associated to}}
-* Interests
+{{bullet1|Name|Update the name of the assets}}
-* Personal Interests
+{{bullet1|Notes|Upldate the notes for the assets}}
-* Qualifications
+{{bullet1|Owned By|Update the owner of the assets}}
-* Skills
+{{bullet1|Used By|Update who uses the assets}}
-* Gender
+{{bullet1|Department|Update the department that the asset is associated to}}
-* Religion
+{{bullet1|Description|Update the asset description}}
-* Nationality
+{{bullet1|Booking|Update if the asset is available for booking}}
-* Country
+{{bullet1|Purpose|Update the purpose of the assets}}
-* Language
+{{bullet1|Last Audited Date|Update the last audit date for the assets}}
-|style="width:300px"|
+{{bullet1|Location Type|Update the type of location where the asset is}}
-* Company
+{{bullet1|Location|Update the Location of the assets}}
-* Company Custom 1
+{{bullet1|Country|Update the country where the asset is located}}
-* Company Custom 2
+{{bullet1|Building|Update the building where the asset is located}}
-* Company Custom 3
+{{bullet1|Room|Update the room where the asset is}}
-* Company Custom 4
+{{bullet1|Rack|Update the rack where the asset is located}}
-* Company Custom 5
+{{bullet1|U Height|Update the U height location in the rack}}
-* Company Custom 6
+{{bullet1|U Position|Update the U position of the asset in the rack}}
-* Division
+{{bullet1|Site|Update the site where the asset is located}}
-* Division Custom 1
+{{bullet1|Floor|Update the Floor where the asset is located}}
-* Division Custom 2
+{{bullet1|Geo Location|Update the Geo-location where the asset is located}}
-* Division Custom 3
+{{bullet1|Static|Update if the asset is a static or not}}
-* Division Custom 4
+{{bullet1|Cost|Update the cost of the asset}}
-* Division Custom 5
+{{bullet1|Asset Tag|Update the Asset Tag}}
-* Division Custom 6
+{{bullet1|Order Number|Update the Order number}}
-* Costcenter
+{{bullet1|Invoice Number|Update the Invoice number}}
-* Costcenter Custom 1
+{{bullet1|Maintenance Cost|Update how much the annual maintenance cost of the asset is}}
-* Costcenter Custom 2
+{{bullet1|Maintenance Reference|Update the Reference to the maintenance contract}}
-* Costcenter Custom 3
+{{bullet1|Supplier ID|Update the ID of the asset supplier}}
-|style="width:300px"|
+{{bullet1|Supplier Contract|Update the name of the Supplier Contract associated to the asset}}
-* Costcenter Custom 4
+{{bullet1|Product ID|Update the Product ID}}
-* Costcenter Custom 5
+{{bullet1|Order Date|Update the Order date}}
-* Costcenter Custom 6
+{{bullet1|Received Date|Upldate the receive date}}
-* Department
+{{bullet1|Cost Center|Update the cost center}}
-* Department Custom 1
+{{bullet1|Acq. Method|Update the method of how the asset was acquired}}
-* Department Custom 2
+{{bullet1|Warranty Start|Update the start of the warranty date}}
-* Department Custom 3
+{{bullet1|Warranty Expires|Update the warranty expiry date}}
-* Department Custom 4
+{{bullet1|Supported By|Update who supports this asset}}
-* Department Custom 5
+{{bullet1|Maintenance Notice Period|Update the notice period for Maintenance contract renewal}}
-* Department Custom 6
+{{bullet1|Maintenance Termination Period|Update the termination period for the asset}}
-* Customer Custom 1
+{{bullet1|Annual Maintenance Review Date|Update the annual maintenance review date}}
-* Customer Custom 2
+{{bullet1|Scheduled Retired Date|Update the date that the asset set to retire on}}
-* Customer Custom 3
+{{bullet1|Actual Retired Date|Update the date that the asset was retired on}}
-* Customer Custom 4
+{{bullet1|Disposal Reason|Update why the asset was disposed of}}
-* Customer Custom 5
+{{bullet1|Disposal Price|Update how much it cost to dispose of the asset}}
-* Customer Custom 6
+{{bullet1|Disposal Code|Update the disposal code}}
-* Customer Custom 7
+{{bullet1|Beneficiary|Update who the beneficiary of the asset is}}
-* Customer Custom 8
+{{bullet1|Depreciation Method|Update the depreciation method}}
-|}
+{{bullet1|Depreciation Start Date|Update when the asset cost starts deprecating }}
+{{bullet1|Depreciation Value|Update the current depreciation value}}
+{{bullet1|Residual Value|Update the residual value}}
+}}
+{{BPMAutomation|Update_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''}}
+}}
+{{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}}
+}}
-|}
-</div>
-</div>
-</div>
-<!-- ******************************************************** Request Details ********************************************************************* -->
+{{BPMAutomation|Update_Telecoms_Assets_-_Additional_Properties|Update Telecoms Assets - Additional Properties|
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+[[File:Update_Telecoms_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Update_Telecoms_Assets_-_Additional_Properties.png]]|
-<div id="GetRequestInfoRequestDetails"></div>
+Update the Additional Properties attributes of assets belonging to the Telecoms class that are associated to the request|
-* Request Details
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
-<div class="mw-collapsible-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'''
+{{BPMAutomation|Update_Telecoms_Assets_-_General_Information|Update Telecoms Assets - General Information|
-:: This is a mandatory 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:Update_Telecoms_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/e/e7/Update_Telecoms_Assets_-_General_Information.png]]|
-<br>
+Update the General Information attributes of assets belonging to the Telecoms class that are associated to the request|
-<br>
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
-The Variables that are available after this operation has been used include the following:
+{{bullet1|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====
-|- valign="top"
+Use the Assignment node to automatically assign a request to different Service Manager users or teams.
-|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
-|}
+{{BPMAutomation|AssignToServiceTeam|Assign to Service Team|
+[[File:bpmassigntoserviceteam.png|thumb|link=https://wiki.hornbill.com/images/6/6e/Bpmassigntoserviceteam.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.|
+{{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}}
+{{bullet1|Service|The Service ID of the service which is supported by the team to be assigned to the request}}
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
+}}
-|}
+{{BPMAutomation|AssignToTeam|Assign to Team|
-</div>
+[[File:bpmassigntoteam.png|thumb|link=link=https://wiki.hornbill.com/images/8/8a/Bpmassigntoteam.png|Assign to Team]]|
-</div>
+Use this option to assign the request to a specified team.  |
-</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|Team|Select a team from the list of available teams that have been defined under the Organizational Data in Administration}}
+{{bullet1|Team (From Variable)|Assign to a Team based on a variable that has been populated using Progressive Capture or through the Get Information nodes}}
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
+}}
-<!-- ****************************************************** Progressive Capture Answers ******************************************************* -->
+{{BPMAutomation|AssignToOwner|Assign to Owner|
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+[[File:bpmassigntoowner.png|thumb|link=https://wiki.hornbill.com/images/e/e9/Bpmassigntoowner.png]]|
-* Progressive Capture Answers
+Use this option to assign the request to a specific Service Manager analyst.|
-<div class="mw-collapsible-content">
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''.}}
-::Requests > Get Request Information > Progressive Capture Answers
+{{bullet1|Team|The Team ID to be applied to the request}}
+{{bullet1|Owner|The user ID to be applied to the request}}
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
+}}
-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.
+{{BPMAutomation|AssignTOwnerVariable|Assign to Owner (Variable)|
+[[File:bpmassigntoownervariable.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 using a dynamic value provided by a runtime variable that has been populated using Progressive Capture or through the Get Information nodes|
+{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
+{{bullet1|Team|Select a team from the list of available teams that have been defined under the Organizational Data in Administration. 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|Owner|Assign to an analyst based on a variable that has been populated using Progressive Capture or through the Get Information nodes}}
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{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.}}
+}}
-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.
+{{BPMAutomation|AssignToRequestCreator|Assign to Request Creator|
-[[File:Progressive_Capture_Answers.png|600px]]
+[[File:bpmassigntorequestcreator.png|thumb|link=https://wiki.hornbill.com/images/7/7c/Bpmassigntorequestcreator.png]]|
-</div>
+Use this option to automatically assign the request to the Service Manager analyst who created / raised the request via Progressive Capture|
-</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''.}}
+{{bullet1|Team|The Team ID to be applied to the request}}
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
+}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|AssignToMostAvailableAnalyst|Assign to Most Available Analyst|
-* Service Details
+[[File:bpmassigntomostavailable.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Bpmassigntomostavailable.png]]|
-<div class="mw-collapsible-content">
+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.
-Use this operation to extract details of the service that is set against a request in order to use the Service Details to use with decision node outcomes within your workflow.  The following variables are populated
-:* Custom Fields A - F
+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|
-:* Feedback Enabled
+{{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''.}}
-:* Portal Visibility
+{{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.}}
-:* Portfolio Status
+{{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.}}
-:* Service Category
+{{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"}}
-:* Service Name
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
-:* Service Owner 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}}
-:* Service Owner 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}}
-:* Status
+}}
-[[File:bp_get_info_service.png|600px]]
-</div>
-</div>
-<!-- ******************************************************** Site Details ********************************************************************* -->
+{{BPMAutomation|RoundRobin|Assign on Round Robin Basis|
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+[[File:bpmroundrobin.png|thumb|link=https://wiki.hornbill.com/images/4/41/Bpmroundrobin.png|Round Robin BPM Operation]]|
-<div id="GetRequestInfoRequestDetails"></div>
+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.|
-* Site 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}}
-<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+{{bullet1|Include Offline Users|This takes into account if the user is logged into Hornbill and have an active session. The default behavior (Auto) is to include offline users.  Set this option to ''No'' if you don't want requests assigned to users that are not online. In order for Round Robin to work effectively when taking into account users login status, users must become disciplined in logging off Hornbill via the User menu located to the top right. Simply closing the browser window does not end a users session. We would also strongly recommend that you disable the allow multi-logon option on your instance, otherwise taking into consideration a users Logged On status will be unreliable.}}
-::{|
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
-|- valign="top"
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
-|style="width:700px"|
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
-[[File: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.
+}}
-:* '''Request Id'''
+==== Authorisation Decision ====
-:: This is a mandatory 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 Authorisation Decision node to mark on a Change or Service Request form if an authorization decision has been made.
-<br>
+{{BPMAutomation|Approved|Approved|
-<br>
+[[File:bpmapproved.png|thumb|link=https://wiki.hornbill.com/images/5/56/Bpmapproved.png]]|
-The Variables that are available after this operation has been used include the following:
+Use this Authorisation Decision node to mark on a Change or Service Request as being approved. The status of ''Approved'' will be displayed in the Information panel on the request.|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
-{|
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
-|- valign="top"
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
-|style="width:300px"|
+{{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.}}
-* Building
+}}
-* Country
+{{BPMAutomation|Rejected|Rejected|
-* Company ID
+[[File:bpmrejected.png|thumb|link=https://wiki.hornbill.com/images/d/d5/Bpmrejected.png]]|
-* Company Name
+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.|
-* Notes
+{{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''}}
-|style="width:300px"|
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
-* Site Code
+{{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 ID
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
-* Site Name
+}}
-* 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.|
-|}
+{{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}}
-</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.}}
+}}
-<!-- ******************************************************** 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
-<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"|
-* Team (For Tasks)
-* Name
-* Notes
-* Manager ID
-* Team Leader ID
-* Attribute 1
-|style="width:300px"|
-* Attribute 2
-* Attribute 3
-* Attribute 4
-* Attribute 5
-* Attribute 6
-|}
-|}
+{{BPMAutomation|CommentOnPost|Comment on Existing Public Workspace Post|
-</div>
+[[File:bpmcommentonpost.png|thumb|link=https://wiki.hornbill.com/images/d/d3/Bpmcommentonpost.png]]|
-</div>
+Use this node to automate the adding of a comment to an existing Post in a workspace. It will always look to add the comment to the most recent post from the request in the workspace. An example use case for this node, is to include the Comment Update after key milestones such as Logged, In progress, Resolved, Closed or Change Accepted, Scheduled, Implemented, Reviewed.  This will allow members of the workspace to stay informed about request progress without the need to monitor lists or queues. This node will only be applicable if the '''Post to Public Workspace''' Node has been used and a Post already exists from the request in a Workspace.|
-</div>
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+{{bullet1|Workspace|The ID of the workspace where the comment will be posted}}
+{{bullet1|Content|The content of the comment to be added to the post}}
+{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
+}}
+{{BPMAutomation|CommentOnRequestSourcePost|Comment on Request Source Post|
+[[File:bpmcommentonsourcepost.png|thumb|link=https://wiki.hornbill.com/images/8/88/Bpmcommentonsourcepost.png]]|
+Use this option when the source of the request is from a post in order to post a comment back to this source post.|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+{{bullet1|Content|The content of the comment to be added to the post}}
+{{bullet1|Include Id|Include the Request Id in the comment which will include a link in the comment, back to the request}}
+{{bullet1|Include Summary|Include the Summary of the request in the comment as part of the link back to the request}}
+{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
+}}
+{{BPMAutomation|PostToPublicWorkspace|Post to Public Workspace|
+[[File:bpmposttoworkspace.png|thumb|link=https://wiki.hornbill.com/images/3/38/Bpmposttoworkspace.png]]|
+Use this node to add a new post to a specific workspace. This will allow you to post important information to Collaboration users pertaining to the request.
-====Integration====
+One example of it's use would be during a Change Request, to let interested parties / stakeholders (Workspace Members) know that the Change had been accepted, scheduled and would therefore be being deployed.  The member's of the workspace may not be Service Manager subscribed users, but their Collaboration subscription would enable them to be kept informed about Change, Problem,  or Major Incident notifications by receiving notifications about the automated '''Posting''' from this node to their workspaces. |
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+{{bullet1|Workspace|The ID of the workspace where the comment will be posted}}
+{{bullet1|Content|The content of the comment to be added to the post}}
+{{bullet1|Include Id|Include the Request Id in the comment which will include a link in the comment, back to the request}}
+{{bullet1|Include Summary|Include the Summary of the request in the comment as part of the link back to the request}}
+{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
+}}
-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.
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+====Email Notifications====
-* Create Jira Request
+Use the Email Notification nodes to send email templates to different Request stakeholders.  Configuration options include recipient, which email template to use and which mailbox to send the email from.
-<div class="mw-collapsible-content">
-::Requests > Integration > Create Jira Request
-[[File:Creat_Jira_Request.png|600px]]
-Create a new request in a specific Jira instance and against a parent project. Using this option will create a new request in Jira, of the required type.
+{{BPMAutomation|EmailContact|Email Contact|
-*This will pass the summary and description of the Service Manager request to the newly created request in Jira, and then pass back the Jira request id into the '''External Reference''' field on the Service Manager request if successful, as well as include an update in the request timeline if required, with a hyperlink to the request in Jira. If the request to raise a request fails, this will also be written to the Service Manager Timeline with the reason for the failure to create.
+[[File: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|
-The following options need to be Configured:
+{{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}}
-*'''Request id:''' Leave as Auto to pick up on the Request id against which the process is running.
+{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}
-*'''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.
+{{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.}}
+}}
-If selecting Yes, the following system settings will need to have been set and will be used:
+{{BPMAutomation|EmailCoworker|Email Co-worker|
+[[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|
+{{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|Co-worker|Select a Co-worker from the searchable pick list. Only Co-workers that have accounts in Hornbill will be available}}
+{{bullet1|Co-worker (From Variable)|Set a Co-worker from a variable}}
+{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}
+{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}
+{{bullet1|Mailbox Name|Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under}}
+{{bullet1|Email From|Select the email address that you want listed as the sender.}}
+{{bullet1|Email Template Entity|Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as ''Auto'' to use the default ''Request'' entity.}}
+{{bullet1|Email Template|Select the email template that you want to use for this email}}
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
+}}
-:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.issueType''': This is the Jira Issue type which will be created - Bug, Improvement, New Feature, Task or custom created on your Jira instance.
+{{BPMAutomation|EmailCustomer|Email Customer|
-:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.userName''': The Username of the account in Jira which the new request will be created under.
+[[File:bpmemailcustomer.png|thumb|link=https://wiki.hornbill.com/images/2/23/Bpmemailcustomer.png]]|
-:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.password''': The Password for the user account in Jira which the new request will be created under.
+Use this node to send an email to the customer that is associated to the request|
-:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.projectName''': The Parent Project to which the new request will belong.
+{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
-:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.url''': The full URL for the Jira instance against which the new request will be created.
+{{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.}}
+}}
-If selecting No the following options will need to be manually set
+{{BPMAutomation|EmailCustomerManager|Email Customer Manager|
+[[File:bpmemailcustomermanager.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmemailcustomermanager.png]]|
+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.}}
+{{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.}}
+}}
-*'''URL:'''  The full URL for the Jira instance against which the new request will be created.
+{{BPMAutomation|EmailExternalAddress|Email External Address|
-*'''Project Name:''' The Parent Project to which the new request will belong.
+[[File:bpmemailexternal.png|thumb|link=https://wiki.hornbill.com/images/4/4a/Bpmemailexternal.png]]|
-*'''Issue Type:''' This is the Jira Issue type which will be created - Bug, Improvement, New Feature, Task or custom created on your Jira instance.
+Use this node to send an email to one or more email addresses that are not available within Hornbill|
-*'''Username:''' The Username of the account in Jira which the new request will be created under.
+{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
-*'''Password:''' The Password for the user account in Jira which the new request will be created under.
+{{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.}}
+}}
-In either case the following can also be configured manually.
+{{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.}}
+}}
-*'''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)
-[[File:Jira_Create.png|600px]]
-</div>
-</div>
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+====Get Request Information====
-* Add Jira Request Comment
+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.
-<div class="mw-collapsible-content">
-::Requests > Integration > Add Jira Request Comment
-[[File:Add_Jira_Comment.png|600px]]
-Add a comment to an existing Jira request.
+{{BPMAutomation|Category_Details|Catagory Details|
-* 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.
+[[File:bpmgetcategorydetails.png|thumb|link=]]|
+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.}}
+}}
-The following options need to be Configured:
+{{BPMAutomation|Customer_Details|Customer Details|
+[[File:bpmgetcustomerdetails.png|thumb|link=https://wiki.hornbill.com/images/3/3a/Bpmgetcustomerdetails.png]]|
+Use this option at the start of a stage or preceding a task, authorisation, or decision node to load the Customer's organisations details (variables) into the stage, and to make them available to other node operations where you may wish to specify or refer to '''Variable''' values from the customer of the request.|
+{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
+}}
-*'''Request id:''' Leave as Auto to pick up on the Request id against which the process is running.
+{{BPMAutomation|Source_Email_Details|Source Email Details|
-*'''Use App Settings:''' Set to Yes if you want to use the global values you can define in the system settings for Service Manager (Home > Service Manager > Application), select No if you want to manually set the values to use for this specific node.
+[[File:bpmsourceemaildetails.png|thumb|link=https://wiki.hornbill.com/images/a/ad/Bpmsourceemaildetails.png]]|
+When the origin of a Request is an email (i.e. raised via Routing Rules or Email View), this option can be used to retrieve the details of the email message. This includes FROM address, TO address, subject, content, date sent and date received. You can use the Variable Picker or the Expressions Builder to make a decision on the retrieved details.|
+{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
+}}
-If selecting Yes, the following system settings will need to have been set and will be used:
+{{BPMAutomation|Organisation_Details|Organisation Details|
+[[File:bpmorganisationdetails.png|thumb|link=https://wiki.hornbill.com/images/1/1c/Bpmorganisationdetails.png]]|
+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.|
+{{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.
+{{BPMAutomation|GetRequestInfoOwner|Owner Details|
-:* '''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.
+[[File:getrequestownerbpm.png|thumb|link=https://wiki.hornbill.com/images/8/8b/Getrequestownerbpm.png]]|
-:* '''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.
+Use this operation when you need to use information about the owner of the request for making decisions or to populate other BPM operations with this data.  This operation will populate a number of variables that represent the information about the owner of the request.|
+{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
+}}
-If selecting No the following options will need to be manually set
+{{BPMAutomation|GetRequestInfoRequestDetails|Request Details|
+[[File:getrequestdetailsbpm.png|thumb|link=https://wiki.hornbill.com/images/b/bb/Getrequestdetailsbpm.png]]|
+Use this operation when you need to use information held within a request for making decisions or to populate other BPM operations with this data.  This operation will populate a number of variables that represent the information held within a request.|
+{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
+}}
+{{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.}}
+}}
+{{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.}}
+}}
-*'''URL:'''  The full URL for the Jira instance against which the new request will be created.
+{{BPMAutomation|GetRequestInfoRequestDetails|Site Details|
-*'''Username:''' The Username of the account in Jira which the new comment will be created under.
+[[File:getrequestsitebpm.png|thumb|link=https://wiki.hornbill.com/images/0/0a/Getrequestsitebpm.png]]|
-*'''Password:''' The Password for the user account in Jira which the new request comment will be added.
+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.}}
+}}
-In either case the following will also need to be configured manually.
+{{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.}}
+}}
-*'''Comment:''' Configure the message content which will be added to the Jira Request
+====Integration====
-*'''Update Timeline:''' Leave this as Auto if you want the Service Manager Request Timeline to be updated to record the fact that a comment has been added to a request in Jira, and for the timeline update to contain a hyperlink to the newly created comment in the Jira request (as shown below)
-[[File:Jira_Comment.png|600px]]
-This will add the Comment into the '''Comments''' tab of the Activity section on the Jira request as shown below.
+Use the Integration node at any stage of a process, where you wish to invoke specific actions against a 3rd party application from the available list of applications.
-[[File:Jira_Comment_Jira.png|600px]]
-</div>
-</div>
-<!-- ******************************************************** START OF NEW REQUEST ********************************************** -->
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-<div id="integrationnewrequest"></div>
+* Create Jira Request
-* Log New Service Request
 <div class="mw-collapsible-content">
-<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+::Requests > Integration > Create Jira Request
-::{|
+[[File:Creat_Jira_Request.png|600px]]
-|- valign="top"
-|style="width:700px"|
+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.
-[[File:bpmintegrationrequest.png|thumb|link=https://wiki.hornbill.com/images/a/a6/Bpmintegrationrequest.png|Log New Request]]
+*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.
-==== Log New Service Request ====
-This node can be used by other Hornbill apps to raise requests within Service Manager.
+The following options need to be Configured:
-==== Options ====
-:* ''' Summary'''
+*'''Request id:''' Leave as Auto to pick up on the Request id against which the process is running.
-:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
+*'''Use App Settings:''' Set to Yes if you want to use the global values you can define in the system settings for Service Manager (Home > Service Manager > Application), select No if you want to manually set the values to use for this specific node.
-:* ''' Description'''
-:: To add a description to the new request, set to ''Manual'' and provide the required text for the description
+If selecting Yes, the following system settings will need to have been set and will be used:
-:* ''' Service '''
-:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list
+:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.issueType''': This is the Jira Issue type which will be created - Bug, Improvement, New Feature, Task or custom created on your Jira instance.
-:* ''' Catalog Item '''
+:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.userName''': The Username of the account in Jira which the new request will be created under.
-:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item
+:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.password''': The Password for the user account in Jira which the new request will be created under.
-:* ''' Priority '''
+:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.projectName''': The Parent Project to which the new request will belong.
-:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list
+:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.url''': The full URL for the Jira instance against which the new request will be created.
-:* ''' Category '''
-:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.
+If selecting No the following options will need to be manually set
-:* ''' Team '''
-:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list
+*'''URL:'''  The full URL for the Jira instance against which the new request will be created.
-:* ''' Owner '''
+*'''Project Name:''' The Parent Project to which the new request will belong.
-:: 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
+*'''Issue Type:''' This is the Jira Issue type which will be created - Bug, Improvement, New Feature, Task or custom created on your Jira instance.
-:* ''' Site '''
+*'''Username:''' The Username of the account in Jira which the new request will be created under.
-:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list
+*'''Password:''' The Password for the user account in Jira which the new request will be created under.
-:* ''' Status '''
-:: To set the status on the new request, set to ''Manual'' and select a status from the pick list
+In either case the following can also be configured manually.
-:* '''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''
+*'''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)
-:* ''' Manual Timeline Update '''
+[[File:Jira_Create.png|600px]]
-:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.
-:* ''' Visibility'''
-:: Set the Visibility of the Timeline Entry if one is provided.
-|}
-</div>
 </div>
 </div>
-<!-- **************************************END OF OPERATION DOCUMENTATION***************************************************** -->
-====Linked Requests====
-Use the Linked Requests node to automatically post updates and resolve linked Requests.  Linked requests are those that have been linked using the Link Action Item on a request form.
-<!-- ******************************* START OF RESOLVE LINKED REQUESTS ******************************************************** -->
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-* Resolve Linked Requests
+* Add Jira Request Comment
 <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"|
-[[File:bpmresolvelinkedrequest.png|thumb|link=https://wiki.hornbill.com/images/1/19/Bpmresolvelinkedrequest.png|Resolve Linked Requests]]
-==== Resolve Linked Requests ====
+Add a comment to an existing Jira request.
-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 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
-==== Options ====
+*'''URL:'''  The full URL for the Jira instance against which the new request will be created.
-:* '''Request ID'''
+*'''Username:''' The Username of the account in Jira which the new comment will be created under.
-:: This value is automatically applied.  Leave this setting as ''Auto''
+*'''Password:''' The Password for the user account in Jira which the new request comment will be added.
-:* '''Request Type'''
-:: When set, only the request type that is selected will be resolved.  When not set, all linked requests will be resolved
+In either case the following will also need to be configured manually.
-:* '''Status'''
-:: Select the status that you wish to set the linked requests to.  Either '''Resolve''' or '''Close'''
+*'''Comment:''' Configure the message content which will be added to the Jira Request
-:* '''Visibility'''
+*'''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)
-:: 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:Jira_Comment.png|600px]]
-:* '''System Timeline Update'''
-::Select if the default system text will be added to the timeline for this action
+This will add the Comment into the '''Comments''' tab of the Activity section on the Jira request as shown below.
-:* '''Manual Timeline Update'''
+[[File:Jira_Comment_Jira.png|600px]]
-::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***************************************************** -->
+->
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-* Update Linked Requests
+<div id="integrationnewrequest"></div>
+* Log New Service Request
 <div class="mw-collapsible-content">
 <div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
@@ Line 1,198: / Line 1,838: @@
 |- valign="top"
 |style="width:700px"|
-[[File:bpmupdatelinkedrequests.png|thumb|link=https://wiki.hornbill.com/images/6/64/Bpmupdatelinkedrequests.png|Update Linked Requests]]
+[[File:bpmintegrationrequest.png|thumb|link=https://wiki.hornbill.com/images/a/a6/Bpmintegrationrequest.png|Log New Request]]
+==== Log New Service Request ====
-==== Update Linked Requests ====
+This node can be used by other Hornbill apps to raise requests within Service Manager.
-This option allows you at specific times in a process to 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'''
+:* ''' Summary'''
-:: This value is automatically applied.  Leave this setting as ''Auto''
+:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
-:* '''Content'''
+:* ''' Description'''
-:: Provide the text that you would like to include in the update
+:: To add a description to the new request, set to ''Manual'' and provide the required text for the description
-:* '''Visibility'''
+:* ''' Service '''
-:* Set the visibility level for the update. Decide if this is only for the team, or if it should be a customer facing update which the customer can view via the timeline of the requests on the portals.
+:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list
-:* '''Request Type'''
+:* ''' Catalog Item '''
-:: Select a specific request type where only the linked requests of this type will be updated
+:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item
-:* '''Update Closed Requests'''
+:* ''' Priority '''
-:: Set if the update should also be applied to any linked requests which have a closed status.
+:: 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'''
-:: Select if the default system text will be added to the timeline for this action
+:: 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'''
+:* ''' 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
+:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.
+:* ''' Visibility'''
+:: Set the Visibility of the Timeline Entry if one is provided.
 |}
 </div>
 </div>
 </div>
-<!-- **************************************END OF OPERATION***************************************************** -->
-==== Log Requests ====
-Use the Log Request to automatically raise another request at a particular point in the workflow.
+====Linked Requests====
-<!-- ****************************************************** START OF OPERATION ***********************************************************  -->
+Use the Linked Requests node to automatically post updates and resolve linked Requests.  Linked requests are those that have been linked using the Link Action Item on a request form.
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-<div id="LogNewChange"></div>
+* Resolve Linked Requests
-* Log New Change
 <div class="mw-collapsible-content">
 <div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
@@ Line 1,235: / Line 1,885: @@
 |- valign="top"
 |style="width:700px"|
-[[File:bpmlognewchange.png|thumb|link=https://wiki.hornbill.com/images/d/da/Bpmlognewchange.png|Log New Change]]
+[[File:bpmresolvelinkedrequest.png|thumb|link=https://wiki.hornbill.com/images/1/19/Bpmresolvelinkedrequest.png|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 is an automatic option and should be set to ''Auto''
+:: This value is automatically applied.  Leave this setting as ''Auto''
-:* ''' Summary'''
+:* '''Request Type'''
-:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
+:: When set, only the request type that is selected will be resolved.  When not set, all linked requests will be resolved
-:* ''' Description'''
+:* '''Status'''
-:: To add a description to the new request, set to ''Manual'' and provide the required text for the description
+:: Select the status that you wish to set the linked requests to.  Either '''Resolve''' or '''Close'''
-:* ''' Service '''
+:* '''Visibility'''
-:: 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.
+:: 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.
-:* ''' Catalog Item '''
+:* '''System Timeline Update'''
-:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item.  If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.
+::Select if the default system text will be added to the timeline for this action
-:* ''' Priority '''
+:* '''Manual Timeline Update'''
-:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list
+::Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
-:* ''' Category '''
+:* '''Stop Timers'''
-:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.
+:: If there are Service Level Target Timers (Response or Resolution) on the linked request, these timers will be stopped and the Target marked
-:* ''' Team '''
+:* '''Notify Owner'''
-:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list
+:: Notify the owner of any linked request when resolved.  The type of notification will be based on the Service Manager application settings
-:* ''' Owner '''
+::: '''guest.app.requests.notification.notificationType.teamLinkedRequestResolveAction'''
-:: To add an Owner to the new request, set to ''Manual'' and select start typing the name of the user and then select them from the pick list
+::: '''guest.app.requests.notification.notificationType.teamLinkedRequestResolveAction'''
-:* ''' Site '''
+:* '''Email Customer'''
-:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list
+:: Send an email to Customer of the linked requests. Requires that the Mailbox Name and Email Template are selected
-:* ''' Status '''
+:* '''Mailbox Name'''
-:: To set the status on the new request, set to ''Manual'' and select a status from the pick list
+:: Name of the mailbox from which to send a customer email when the Email Customer option is set to ''Yes''
-:* ''' Copy Customer? '''
+:* '''Email Template'''
-:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''
+:: Name of the Email Template to use when the Email Customer option is set to ''Yes''
-:* ''' Copy Summary? '''
+|}
-:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''
-:* ''' Copy Description? '''
-:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''
-:* ''' Copy Service? '''
-:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''
-:* ''' Copy Priority? '''
-:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''
-:* ''' Copy Category? '''
-:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''
-:* ''' Copy Team? '''
-:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''
-:* ''' Copy Owner? '''
-:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''
-:* ''' Copy Site? '''
-:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''
-:* ''' Copy Status? '''
-:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
-:* ''' System Timeline Update '''
-:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''
-:* ''' Manual Timeline Update '''
-:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.
-:* ''' Visibility'''
-:: Set the Visibility of the Timeline Entry if one is provided.
-|}
 </div>
 </div>
 </div>
-<!-- ****************************************************** START OF OPERATION ***********************************************************  -->
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-<div id="LogNewIncident"></div>
+* Update Linked Requests
-* Log New Incident
 <div class="mw-collapsible-content">
 <div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
@@ Line 1,298: / Line 1,927: @@
 |- valign="top"
 |style="width:700px"|
-[[File:lognewincident.png|thumb|link=https://wiki.hornbill.com/images/6/65/Lognewincident.png|Log New Incident]]
+[[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'''
-:: 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 '''
-:: 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
+==== Log Requests ====
-:* ''' Copy Customer? '''
+Use the Log Request to automatically raise another request at a particular point in the workflow.
-:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''
-:* ''' Copy Summary? '''
+<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''
+<div id="LogNewChange"></div>
-:* ''' Copy Description? '''
+* Log New Change
-:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''
-:* ''' Copy Service? '''
-:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''
-:* ''' Copy Priority? '''
-:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''
-:* ''' Copy Category? '''
-:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''
-:* ''' Copy Team? '''
-:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''
-:* ''' Copy Owner? '''
-:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''
-:* ''' Copy Site? '''
-:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''
-:* ''' Copy Status? '''
-:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
-:* ''' System Timeline Update '''
-:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''
-:* ''' Manual Timeline Update '''
-:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.
-:* ''' Visibility'''
-:: Set the Visibility of the Timeline Entry if one is provided.
-|}
-</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="LogNewKnownError"></div>
-* Log New Known Error
 <div class="mw-collapsible-content">
 <div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
@@ Line 1,360: / Line 1,965: @@
 |- valign="top"
 |style="width:700px"|
-[[File:bmplognewke.png|thumb|link=https://wiki.hornbill.com/images/f/ff/Bmplognewke.png|Log New Known Error]]
+[[File:bpmlognewchange.png|thumb|link=https://wiki.hornbill.com/images/d/da/Bpmlognewchange.png|Log New Change]]
 :* '''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'''
 :: 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
+{{bullet1|Customer (Co-worker)|The ID of the Customer to assign to the request}}
+{{bullet1|Customer (Contact)| The ID of the Contact to assign to the request}}
 :* ''' Service '''
 :: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list.  If a Service is specified without a Catalog Item, the BPM workflow set against this request type on the Service Configuration will be used on the new request.
@@ Line 1,375: / Line 1,982: @@
 :* ''' Category '''
 :: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.
+:* ''' Change Type'''
+:: To set a Change Type, set to ''Manual'' and select the change type from the pick list
 :* ''' Team '''
 :: To add a Team to the new request, set to ''Manual'' and select a team from the pick list
@@ Line 1,403: / Line 2,012: @@
 :* ''' Copy Status? '''
 :: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
+:* ''' Copy Questions? '''
+:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''
+{{Bullet1|Copy Assets|Copy the assets that are associated to the original request. Set to ''Manual'' and select ''Yes''}}
 :* ''' System Timeline Update '''
 :: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''
@@ Line 1,414: / Line 2,026: @@
 </div>
-<!-- ****************************************************** START OF OPERATION *********************************************************** -->
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-<div id="LogNewProblem"></div>
+<div id="LogNewIncident"></div>
-* Log New Problem
+* Log New Incident
 <div class="mw-collapsible-content">
 <div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
@@ Line 1,423: / Line 2,034: @@
 |- valign="top"
 |style="width:700px"|
-[[File:bmplognewproblem.png|thumb|link=https://wiki.hornbill.com/images/b/bb/Bmplognewproblem.png|Log New Problem]]
+[[File:lognewincident.png|thumb|link=https://wiki.hornbill.com/images/6/65/Lognewincident.png|Log New Incident]]
 :* '''Request ID'''
 :: This is an automatic options and should be set to ''Auto''
@@ Line 1,430: / Line 2,041: @@
 :* ''' Description'''
 :: To add a description to the new request, set to ''Manual'' and provide the required text for the description
+{{bullet1|Customer (Co-worker)|The ID of the Customer to assign to the request}}
+{{bullet1|Customer (Contact)| The ID of the Contact to assign to the request}}
 :* ''' Service '''
 :: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list.  If a Service is specified without a Catalog Item, the BPM workflow set against this request type on the Service Configuration will be used on the new request.
@@ Line 1,466: / Line 2,079: @@
 :* ''' Copy Status? '''
 :: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
+:* ''' Copy Questions? '''
+:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''
+{{Bullet1|Copy Assets|Copy the assets that are associated to the original request. Set to ''Manual'' and select ''Yes''}}
 :* ''' System Timeline Update '''
 :: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''
@@ Line 1,477: / Line 2,093: @@
 </div>
-<!-- ****************************************************** START OF OPERATION *********************************************************** -->
+{{BPMAutomation|LogNewKnownError|Log New Known Error|
+[[File:Log_New_Known_Error.png|thumb|link=https://wiki.hornbill.com/images/c/c6/Log_New_Known_Error.png]]|
+Use this Hornbill Automation to create a new Known Error Record|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
+{{bullet1|Summary|To add a summary to the new known error, set to ''Manual'' and provide the required text for the summary}}
+{{bullet1|Description|To add a description to the new known error, set to ''Manual'' and provide the required text for the description}}
+{{bullet1|Service|To add a Service to the new known error, set to ''Manual'' and select a Service from the pick list.  If a Service is specified without a Catalog Item, the BPM workflow set against this known error on the Service Configuration will be used on the new request.}}
+{{bullet1|Catalog Item|To add a Catalog Item to the new known error, set to ''Manual'' and provide the name of the Catalog Item.  If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new known error.}}
+{{bullet1|Priority|To add a Priority to the new known error, set to ''Manual'' and select a Priority from the pick list}}
+{{bullet1|Category|To add a Request Category to the new known error, set to ''Manual'' and click on the edit button to open the Category selector.}}
+{{bullet1|Team|To add a Team to the new know error, set to ''Manual'' and select a team from the pick list}}
+{{bullet1|Owner|To add an Owner to the new request, set to ''Manual'' and select start typing the name of the user and then select them from the pick list}}
+{{bullet1|Site|To add a Site to the new know error, set to ''Manual'' and select a Site from the pick list}}
+{{bullet1|Status|To set the status on the new request, set to ''Manual'' and select a status from the pick list}}
+{{bullet1|Root Cause|To add a root cause to the known error, set to ''Manual'' and provide the root cause text or set using a variable}}
+{{bullet1|Workaround|To add a workaround to the known error, set to ''Manual'' and provide the workaround text or set using a variable}}
+{{bullet1|Copy Customer?|To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''}}
+{{bullet1|Copy Summary?|To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''}}
+{{bullet1|Copy Description?|To use the same Description as the originating request, set to ''Manual'' and select ''Yes''}}
+{{bullet1|Copy Service?|To use the same Service as the originating request, set to ''Manual'' and select ''Yes''}}
+{{bullet1|Copy Priority?|To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''}}
+{{bullet1|Copy Category?|To use the same Category as the originating request, set to ''Manual'' and select ''Yes''}}
+{{bullet1|Copy Team?|To use the same Team as the originating request, set to ''Manual'' and select ''Yes''}}
+{{bullet1|Copy Owner? |To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''}}
+{{bullet1|Copy Site?|To use the same Site as the originating request, set to ''Manual'' and select ''Yes''}}
+{{bullet1|Copy Status?|To use the same Status as the originating request, set to ''Manual'' and select ''Yes''}}
+{{bullet1|Copy Questions?|To use the same answers to the questions section from the originating request, set to ''Manual'' and select ''Yes''}}
+{{bullet1|Copy Root Cause?|To use the same Root Cause as the originating problem record, set to ''Manual'' and select ''Yes''}}
+{{bullet1|Copy Workaround?|To use the same Workaround as the originating problem record, set to ''Manual'' and select ''Yes''}}
+{{Bullet1|Copy Assets|Copy the assets that are associated to the original request. Set to ''Manual'' and select ''Yes''}}
+{{bullet1|System Timeline Update|To include a Timeline entry in the new known error to record the raising of the new request, set to ''Manual'' and select ''Yes''}}
+{{bullet1|Manual Timeline Update |To provide a unique Timeline Update in the new known error, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.}}
+{{bullet1|Visibility|Set the Visibility of the Timeline Entry if one is provided.}}
+}}
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-<div id="LogNewRelease"></div>
+<div id="LogNewProblem"></div>
-* Log New Release
+* Log New Problem
 <div class="mw-collapsible-content">
 <div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
@@ Line 1,486: / Line 2,136: @@
 |- valign="top"
 |style="width:700px"|
-[[File:bmplognewrelease.png|thumb|link=https://wiki.hornbill.com/images/e/ea/Bmplognewrelease.png|Log New Release]]
+[[File:bmplognewproblem.png|thumb|link=https://wiki.hornbill.com/images/b/bb/Bmplognewproblem.png|Log New Problem]]
 :* '''Request ID'''
 :: This is an automatic options and should be set to ''Auto''
@@ Line 1,529: / Line 2,179: @@
 :* ''' Copy Status? '''
 :: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
+:* ''' Copy Questions? '''
+:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''
+{{Bullet1|Copy Assets|Copy the assets that are associated to the original request. Set to ''Manual'' and select ''Yes''}}
 :* ''' System Timeline Update '''
 :: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''
@@ Line 1,540: / Line 2,193: @@
 </div>
-<!-- ****************************************************** START OF OPERATION *********************************************************** -->
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-<div id="LogNewRequest"></div>
+<div id="LogNewRelease"></div>
-* Log New Request
+* Log New Release
 <div class="mw-collapsible-content">
 <div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
@@ Line 1,549: / Line 2,201: @@
 |- valign="top"
 |style="width:700px"|
-[[File:bmplognewrequest.png|thumb|link=https://wiki.hornbill.com/images/0/05/Bmplognewrequest.png|Log New Request]]
+[[File:bmplognewrelease.png|thumb|link=https://wiki.hornbill.com/images/e/ea/Bmplognewrelease.png|Log New Release]]
 :* '''Request ID'''
 :: This is an automatic options and should be set to ''Auto''
@@ Line 1,557: / Line 2,209: @@
 :: To add a description to the new request, set to ''Manual'' and provide the required text for the description
 :* ''' Service '''
-:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list.  If a Service is specified without a Catalog Item, the BPM workflow set against this request type will be used on the new request.
+:: 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.
@@ Line 1,564: / Line 2,216: @@
 :* ''' Category '''
 :: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.
+{{Bullet1|Release Type|Set the Release Type for this Release. The options are driven from the 'releaseRequestType' Simple List.}}
 :* ''' Team '''
 :: To add a Team to the new request, set to ''Manual'' and select a team from the pick list
@@ Line 1,592: / Line 2,245: @@
 :* ''' Copy Status? '''
 :: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
+:* ''' Copy Questions? '''
+:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''
+{{Bullet1|Copy Assets|Copy the assets that are associated to the original request. Set to ''Manual'' and select ''Yes''}}
 :* ''' System Timeline Update '''
 :: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''
@@ Line 1,603: / Line 2,259: @@
 </div>
+<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-{{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 id="LogNewRequest"></div>
+* Log New Request
-====Request Service====
-Use the Request Service node, if you wish to automate the availability status setting of the service associated to a request.  It can be useful to automate the settings of of a services availability status to both the support community and the subscribed customers of a service, both when a request has been raised and or when it has been resolved, and normal service and availability is resumed.
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-* Update Service Status
 <div class="mw-collapsible-content">
-:* '''Request ID''' - This is an automatic options and should be set to ''Auto''
+<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:bmplognewrequest.png|thumb|link=https://wiki.hornbill.com/images/0/05/Bmplognewrequest.png|Log New Request]]
-</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">
+{{bullet1|Customer (Co-worker)|The ID of the Customer to assign to the request}}
-* Await Expiry
+{{bullet1|Customer (Contact)| The ID of the Contact to assign to the request}}
-<div class="mw-collapsible-content">
+:* ''' Service '''
-::Requests > Suspend > 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 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.
+:* ''' 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.
-::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.
+:* ''' Priority '''
-:* '''Expire Date/Time'''
+:: 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 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.
+:* ''' Category '''
-[[File:Suspend_Await_Expiry.png|600px]]
+:: 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
+:* ''' 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 List of Request Authorisers
+:* ''' 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
-::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'')
+:* ''' Status '''
-:* '''Action Focus'''
+:: To set the status on the new request, set to ''Manual'' and select a status from the pick list
-:: 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 Customer? '''
-:* '''Authorization Type'''
+:: To use the same Customer 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 Summary? '''
-:* '''Service Owner'''
+:: To use the same Summary 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 Description? '''
-:* '''Linked Service Owners'''
+:: To use the same Description 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 Service? '''
-:* '''Linked Assets 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 assets that are linked to the request, to the list of authorizers
+:* ''' Copy Priority? '''
+:: To use the same Priority 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 Category? '''
-[[File:WaitforlistofApprovers.png|600px]]
+:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''
-</div>
+:* ''' Copy Team? '''
-</div>
+:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''
+:* ''' Copy Owner? '''
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''
-* Wait for Request Closure
+:* ''' Copy Site? '''
-<div class="mw-collapsible-content">
+:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''
-::Requests > Suspend > Wait for Request Closure
+:* ''' Copy Status? '''
+:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
-[[File:Suspend_Wait_Close.png|600px]]
+:* ''' Copy Questions? '''
-</div>
+:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''
-</div>
+{{Bullet1|Copy Assets|Copy the assets that are associated to the original request. Set to ''Manual'' and select ''Yes''}}
+:* ''' System Timeline Update '''
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''
-* Wait for Request Closure Category
+:* ''' Manual Timeline Update '''
-<div class="mw-collapsible-content">
+:: 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.
-::Requests > Suspend > Wait for Request Closure Category
+:* ''' Visibility'''
+:: Set the Visibility of the Timeline Entry if one is provided.
-[[File:Closure_Category.png|600px]]
-</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>
-<!-- ************************************************************************************************************** -->
-<!-- *                                       Suspend and Wait for Feedback                                        * -->
-<!-- ************************************************************************************************************** -->
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-<div id="SuspendAndWaitForFeedback"></div>
-* Suspend and Wait for Feedback
-<div class="mw-collapsible-content">
-<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
-::{|
-|- valign="top"
-|style="width:700px"|
-[[File:bpmswaitforfeedback.png|thumb|link=https://wiki.hornbill.com/images/8/83/Bpmswaitforfeedback.png|Wait for Feedback]]
-====Suspend and Wait for Feedback ====
-Use this node to suspend the workflow on the request until the customer has provided feedback
-====Options====
-:* '''RequestID'''
-:: This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto.
-:* '''Action Focus'''
-:: Sets the Action Item on a request that will be in focus. When using this suspend node.
-:* '''Expire Period'''
-:: Set a date and time for which this operation will expire.  When this date and time is reached, the BPM will automatically continue.  An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.
 |}
 </div>
 </div>
 </div>
-<!-- ************************************************************************************************************** -->
-<!-- *                                Suspend and Wait for Request Description                                    * -->
-<!-- ************************************************************************************************************** -->
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-* Wait for Request Description
-<div class="mw-collapsible-content">
-::Requests > Suspend > Wait for Request Description
-[[File:Suspend_Request_Description.png|600px]]
-</div>
-</div>
-<!-- *******************************START OF WAIT FOR REQUEST EMAIL OPERATION DOCUMENTATION *********************************** -->
+{{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 class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-<div id="waitForRequestEmail"></div>
-* Wait for Request Email
+=== Questions ===
-<div class="mw-collapsible-content">
-<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+{{BPMAutomation|Delete_Questions|Delete Questions|
-::{|
+[[File:bpmdeletequestions.png|thumb|link=https://wiki.hornbill.com/images/2/26/Bpmdeletequestions.png]]|
-|- valign="top"
+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.  |
-|style="width:700px"|
+{{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:bpmwaitforrequestemail.png|thumb|link=https://wiki.hornbill.com/images/a/a1/Bpmwaitforrequestemail.png|Wait for Request 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|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}}
+}}
-==== Wait for Request Email ====
-Use this node to suspend the BPM Workflow and wait for an email to be sent from the request.
-==== Options ====
-:* '''RequestID'''
-:: This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto.
-:* '''Action Focus'''
-:: Sets the Action Item on a request that will be in focus. When using this suspend node.
-:* '''Expire Period'''
-:: Set a date and time for which this operation will expire.  When this date and time is reached, the BPM will automatically continue.  An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.
-|}
-</div>
-</div>
-</div>
-<!-- **************************************END OF OPERATION DOCUMENTATION***************************************************** -->
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+===Request Service===
-* Wait for External Reference
-<div class="mw-collapsible-content">
-::Requests > Suspend > Wait for External Reference
-[[File:Suspend_Request_External.png|600px]]
+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.
-</div>
-</div>
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-* Wait for Linked Services
+* Add Related Services
 <div class="mw-collapsible-content">
-: Use this suspend option when a request needs to have a linked service added before the process can continue
+:* '''Request ID''' - This is an automatic option and should be set to ''Auto''
-::Requests > Suspend > Wait for Linked Service
+:* '''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:update_related_services_bpm.png|centre|600px]]
 </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>
+* Update Service Status
-* Wait for Linked Request Update
 <div class="mw-collapsible-content">
-<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+:* '''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.
-|- valign="top"
+:* '''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.
-|style="width:700px"|
+[[File:Update_Request_Service_Status.png|centre|600px]]
-[[File:bpmwaitforlinkedrequestupdate.png|thumb|link=https://wiki.hornbill.com/images/f/fc/Bpmwaitforlinkedrequestupdate.png|Wait for Linked Request Update]]
-==== Wait for Linked Request Update ====
-Use this node to suspend the BPM Workflow and wait for an update to be made on a linked request.
-==== Options ====
-:* '''RequestID'''
-:: This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto.
-:* '''Request Type'''
-:: This limits the suspend to only wait for updates from linked requests of the selected type
-:* '''Linked Request ID'''
-:: This limits the suspend to only wait for updates from a linked request with provided Request ID.  This can use variables to automatically populate this information.
-:* '''Contains'''
-:: Include a string of text which will match the text within the linked request's timeline
-:* '''Expire Period'''
-:: Set a date and time for which this operation will expire.  When this date and time is reached, the BPM will automatically continue.  An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.
-|}
 </div>
-</div>
-</div>
-<!-- **************************************END OF OPERATION DOCUMENTATION***************************************************** -->
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-* Wait for Request Owner
-<div class="mw-collapsible-content">
-:Use this suspend option when a request does not currently have an owner.
-::Requests > Suspend > Wait for Request Owner
-[[File:at_requests_suspend_waitForRequestOwner.png| 600px]]
-</div>
-</div>
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+===Suspend===
-* Wait for New Request Owner
-<div class="mw-collapsible-content">
-:Use this suspend option when the request already has an owner, but it is in a state where it is waiting for a reassignment.
-::Requests > Suspend > Wait for New Request Owner
-[[File:Suspendwaitfornewowner.png| 600px]]
+Use the Suspend nodes if you wish to suspend the progress of the workflow until a defined action is performed manually on the Request.  This could include waiting for a Priority to be set,  a Customer added, Ownership set or the Resolution defined.  Configuration options include the ability to specify the context (which Action Bar icon) the Request will appear in whilst waiting for the Suspend (manual action) to be performed.
-</div>
-</div>
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|Await_Expiry|Await Expiry|
-* Wait for Request Off Hold
+[[File:bpmwaitforexpiry.png|thumb|link=https://wiki.hornbill.com/images/2/29/Bpmwaitforexpiry.png]]|
-<div class="mw-collapsible-content">
+Use this suspend node to suspend a Request's workflow until the expire period has been reached.|
-::Requests > Suspend > Wait for Request Off Hold
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|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"}}
+}}
-[[File:Suspend_wait_offhold.png|600px]]
+{{BPMAutomation|Wait_for_Request_Authorisers|Wait for List of Request Authorisers|
-</div>
+[[File:bpmwaitforlistofapprovers.png|thumb|link=https://wiki.hornbill.com/images/8/89/Bpmwaitforlistofapprovers.png]]|
-</div>
+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"}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+:[[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.
-* Wait for Request Priority
+}}
-<div class="mw-collapsible-content">
-::Requests > Suspend >  Wait for Request Priority
-[[File:at_requests_suspend_waitForRequestPriority.png|600px]]
+{{BPMAutomation|Wait_for_Attachment|Wait for Attachment|
-</div>
+[[File:bpmwaitforattachment.png|thumb|link=https://wiki.hornbill.com/images/6/67/Bpmwaitforattachment.png]]|
-</div>
+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}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|Wait_for_Request_Closure|Wait for Request Closure|
-* Wait for Request Category
+[[File:bpmwaitforclosure.png|thumb|link=https://wiki.hornbill.com/images/0/0a/Bpmwaitforclosure.png]]|
-<div class="mw-collapsible-content">
+Use this Hornbill Automation to suspend a Request's workflow until the request has a status of ''closed''.|
-::Requests > Suspend >  Wait for Request Category
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-[[File:Suspend_Request_Category.png|600px]]
+{{BPMAutomation|Wait_for_Request_Closure_Category|Wait for Request Closure Category|
-</div>
+[[File:bpmwaitforclosurecategory.png|thumb|link=https://wiki.hornbill.com/images/2/2b/Bpmwaitforclosurecategory.png]]|
-</div>
+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}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|Wait_for_Customer|Wait for Customer|
-* Wait for Request Resolution
+[[File:bpmwaitforcustomer.png|thumb|link=https://wiki.hornbill.com/images/a/a2/Bpmwaitforcustomer.png]]|
-<div class="mw-collapsible-content">
+Use this Hornbill Automation to suspend a Request's workflow until the Customer has been set.|
-::Requests > Suspend > Wait for Request Resolution
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-[[File:at_requests_suspend_waitForRequestResolution.png|600px]]
+{{BPMAutomation|SuspendAndWaitForFeedback|Wait for Feedback|
-</div>
+[[File:bpmswaitforfeedback.png|thumb|link=https://wiki.hornbill.com/images/8/83/Bpmswaitforfeedback.png]]|
-</div>
+Use this Hornbill Automation to suspend a Request's workflow until the Customer has provided feedback on the request.|
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|Wait_for_Request_Description|Wait for Request Description|
-* Wait for Request Site
+[[File:bpmwaitfordescription.png|thumb|link=https://wiki.hornbill.com/images/a/ad/Bpmwaitfordescription.png]]|
-<div class="mw-collapsible-content">
+Use this Hornbill Automation to suspend a Request's workflow until a description has been provided on the request.|
-::Requests > Suspend > Wait for Request Site
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-[[File:Suspend_Request_Site.png|600px]]
+{{BPMAutomation|Wait_for_Document|Wait for Document|
-</div>
+[[File:bpmwaitfordocument.png|thumb|link=]]|
-</div>
+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"}}
+}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|waitForRequestEmail|Wait for Request Email|
-* Wait for Status Change
+[[File:bpmwaitforrequestemail.png|thumb|link=https://wiki.hornbill.com/images/a/a1/Bpmwaitforrequestemail.png]]|
-<div class="mw-collapsible-content">
+Use this Hornbill Automation to suspend a Request's workflow until an email has been sent from the request.|
-: Use this suspend mode to wait for a change from a particular status.  A decision node can follow this to determine the new status and the workflow that follows.  This is particularly useful for managing two stage closure where options for resolving, closing, and re-opening can take place. (Requests > Suspend > Wait for Request Summary)
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-:* '''Action Focus'''
+{{BPMAutomation|Wait_for_External_Reference|Wait for External Reference|
-:: Sets the Action Item on a request that will be in focus. When using this suspend node.
+[[File:bpmwaitforexternalreference.png|thumb|link=https://wiki.hornbill.com/images/9/9c/Bpmwaitforexternalreference.png]]|
-:* '''From Status'''
+Use this Hornbill Automation to suspend a Request's workflow until an external reference has been provided.|
-:: Set the status that you want to suspend the workflow until that particular status has changed.  An example would be to set this as ''Resolved'' so when it changes from this status to either ''Open'' or ''Closed'' you can branch using a decision node to manage the process for the new status. If  using a decision node and custom expression ensure you use '''Status.Open''' Etc in your condition rather than just '''Open'''.
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
-:* '''Expire Period'''
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
-:: The ''Expire Period'' will automatically come out of the suspend mode and progress the workflow.  If there are no changes to the ''From Status'' within the expiry period a decision node can be used to include steps in your process when this occurs. This could be used for automatic closure of the request as the result of the Expiry Period being met.
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-[[File:bp_suspend_wait_status_change.png|600px]]
+{{BPMAutomation|Wait_for_Impact_Assessment|Wait for Impact Assessment|
-</div>
+[[File:bpmwaitforimpactassessment.png|thumb|link=https://wiki.hornbill.com/images/c/c9/Bpmwaitforimpactassessment.png]]|
-</div>
+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"}}
+}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|Wait_for_Linked_Assets|Wait for Linked Assets|
-* Wait for Request Summary
+[[File:bpmwaitforlinkedassets.png|thumb|link=https://wiki.hornbill.com/images/d/df/Bpmwaitforlinkedassets.png]]|
-<div class="mw-collapsible-content">
+Use this Hornbill Automation to suspend a Request's workflow until one or more Assets have been linked to the request|
-::Requests > Suspend > Wait for Request Summary
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-[[File:Suspend_Request_Summary.png|600px]]
+{{BPMAutomation|waitForLinkedRequest|Wait for Linked Request|
-</div>
+[[File:bpmwaitforlinkedrequest.png|thumb|link=https://wiki.hornbill.com/images/5/51/Bpmwaitforlinkedrequest.png]]|
-</div>
+Use this Hornbill Automation to suspend a Request's workflow until a linked request has been added|
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Request Type|This limits the suspend to only wait for updates from linked requests of the selected type}}
+{{bullet1|Linked Request ID|This limits the suspend to only wait for updates from a linked request with provided Request ID.  This can use variables to automatically populate this information.}}
+{{bullet1|Contains|Include a string of text which will match the text within the linked request's timeline}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|waitForLinkedRequestsCompletion|Wait for Linked Requests Completion|
-* Wait for Request Team
+[[File:bpmwaitforlinkedrequestscompletion.png|thumb|link=https://wiki.hornbill.com/images/0/05/Bpmwaitforlinkedrequestscompletion.png]]|
-<div class="mw-collapsible-content">
+This automation suspends the workflow and waits for linked requests to be of a specified status before being allowed to continue.|
-::Requests > Suspend > Wait for Request Team
+{{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"}}
+}}
-[[File:at_requests_suspend_waitForRequestTeam.png|600px]]
-</div>
-</div>
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|waitForLinkedRequestUpdate|Wait for Linked Request Update|
-* Wait for Request Update
+[[File:bpmwaitforlinkedrequestupdate.png|thumb|link=https://wiki.hornbill.com/images/f/fc/Bpmwaitforlinkedrequestupdate.png]]|
-<div class="mw-collapsible-content">
+Use this Hornbill Automation to suspend a Request's workflow until an update has been made on a linked request.|
-::Requests > Suspend > Wait for Request Update
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Request Type|This limits the suspend to only wait for updates from linked requests of the selected type}}
+{{bullet1|Linked Request ID|This limits the suspend to only wait for updates from a linked request with provided Request ID.  This can use variables to automatically populate this information.}}
+{{bullet1|Contains|Include a string of text which will match the text within the linked request's timeline}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-[[File:Suspend_Request_Update.png|600px]]
+{{BPMAutomation|Wait_for_Linked_Services|Wait for Linked Services|
-</div>
+[[File:bpmwaitforlinkedservice.png|thumb|link=https://wiki.hornbill.com/images/6/61/Bpmwaitforlinkedservice.png]]|
-</div>
+Use this Hornbill Automation to suspend a Request's workflow until an external reference has been provided.|
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-====Update Request====
+{{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"}}
+}}
-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.
+{{BPMAutomation|Wait_for_Request_Off_Hold|Wait for Request Off Hold|
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+[[File:bpmwaitforoffhold.png|thumb|link=https://wiki.hornbill.com/images/3/3d/Bpmwaitforoffhold.png]]|
-* Logging Category
+Use this Hornbill Automation to suspend a Request's workflow until the request status has come off hold.|
-<div class="mw-collapsible-content">
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
-::Requests > Update Request > Logging 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'''.}}
+{{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"}}
+}}
-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.
+{{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"}}
+}}
-[[File:updateRequestCategoryNew.jpg|700px]]
+{{BPMAutomation|Wait_for_Request_Priority|Wait for Request Priority|
-:* '''Category''' - This option will prompt you to select a Category. If supplied, "Category (From Variable)" option will be ignored.
+[[File:bpmwaitforpriority.png|thumb|link=https://wiki.hornbill.com/images/b/b5/Bpmwaitforpriority.png]]|
-:* '''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.
+Use this Hornbill Automation to suspend a Request's workflow until a priority has been set on the request.|
-:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action
+{{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}}
-:* '''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|Action Focus|Sets the Action Item on a request that will be in focus.}}
-:* '''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|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}}
-</div>
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|Wait_for_Request_Category|Wait for Request Category|
-* Closure Category
+[[File:bpmwaitforrequestcategory.png|thumb|link=https://wiki.hornbill.com/images/b/b2/Bpmwaitforrequestcategory.png]]|
-<div class="mw-collapsible-content">
+Use this Hornbill Automation to suspend a Request's workflow until a category has been set on the request.|
-::Requests > Update Request > Closure Category
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
-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.
+{{BPMAutomation|Wait_for_Request_Resolution|Wait for Request Resolution|
+[[File:bpmwaitforrequestresolution.png|thumb|link=https://wiki.hornbill.com/images/f/f5/Bpmwaitforrequestresolution.png]]|
-[[File:Closure_Category.png|600px]]
+Use this Hornbill Automation to suspend a Request's workflow until the request status has been set to resolved.|
-:* '''Category''' - This option will prompt you to select a Category. If supplied, "Category (From Variable)" option will be ignored.
+{{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}}
-:* '''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|Action Focus|Sets the Action Item on a request that will be in focus.}}
-:* '''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'''.}}
-:* '''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}}
-:* '''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".}}
-</div>
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
-</div>
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+}}
+{{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"}}
+}}
-<!-- ******************************************************************************************* -->
+{{BPMAutomation|Wait_for_Status_Change|Wait for Status Change|
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+[[File:bpmwaitforstatuschange.png|thumb|link=https://wiki.hornbill.com/images/0/04/Bpmwaitforstatuschange.png]]|
-<div id="UpdateCustomer"></div>
+Use this Hornbill Automation to suspend a Request's workflow until the status of the request has changed from one status to another.|
-* Update Customer
+{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
-<div class="mw-collapsible-content">
+{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
-<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+{{bullet1|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'''.}}
-|- valign="top"
+{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
-|style="width:700px"|
+{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
-[[File:bpmupdatecustomer.png|thumb|Update Customer|link=https://wiki.hornbill.com/images/f/f5/Bpmupdatecustomer.png]]
+{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
-==== Update Customer ====
+{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
-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>
-<!-- **************************************END OF OPERATION DOCUMENTATION***************************************************** -->
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|Wait_for_Request_Summary|Wait for Request Summary|
-* Custom Fields
+[[File:bpmwaitforrequestsummary.png|thumb|link=https://wiki.hornbill.com/images/4/47/Bpmwaitforrequestsummary.png]]|
-<div class="mw-collapsible-content">
+Use this Hornbill Automation to suspend a Request's workflow until the summary has bee set against the request|
-::Requests > Update Request > Custom Fields
+{{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"}}
+}}
-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.
+{{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"}}
+}}
-[[File:Update_Request_Custom_Fields.png|600px]]
+{{BPMAutomation|Wait_for_Request_Update|Wait for Request Update|
-:* '''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.
+[[File:bpmwaitforrequestupdate.png|thumb|link=https://wiki.hornbill.com/images/c/c2/Bpmwaitforrequestupdate.png]]|
-:* '''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.
+Use this Hornbill Automation to suspend a Request's workflow until an update, using the Update Action has been added to the request.|
-:* '''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|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
+{{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===
+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
+<div class="mw-collapsible-content">
+::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.
+[[File:updateRequestCategoryNew.jpg|700px]]
+:* '''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.
@@ Line 1,985: / Line 2,747: @@
 </div>
-<!-- **************************************************** START OF UPDATE DETAILS ************************************************************** -->
+<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" id="Details">
+* Closure Category
-* Details
 <div class="mw-collapsible-content">
-<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+::Requests > Update Request > Closure Category
-::{|
-|- valign="top"
+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.
-|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:Closure_Category.png|600px]]
-:* '''Request Id'''
+:* '''Category''' - This option will prompt you to select a Category. If supplied, "Category (From Variable)" option will be ignored.
-:: This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''.
+:* '''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.
-:* '''Summary'''
+:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action
-:: 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| Request Variables]].  Set to ''Ignore'' if no action is required.
+:* '''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
-:* '''Description'''
+:* '''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.
-:: 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| 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.
-|}
 </div>
 </div>
-</div>
-<!-- **************************************************** END OF UPDATE DETAILS ************************************************************** -->
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-* External Reference
+<div id="UpdateCustomer"></div>
+* Update Customer
 <div class="mw-collapsible-content">
-:: Use this operation to update the External Reference field that is held against the requests.
+<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
-[[File:bp_update_external_ref.png|600px]]
-:* '''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 ''Yes''if the default system text will be added to the timeline for this action
-:* '''Manual Timeline Update'''
-:: Select ''Yes'' to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
-:* '''Visibility'''
-:: Choose what level of visibility will be automatically applied to this update. Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
-</div>
-</div>
-<!-- **************************************************** START OF FIRST TIME FIX ************************************************************** -->
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px" id="Details">
-<div id="FirstTimeFix"></div>
-* First Time Fix
-<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:firsttimefixbpm.png|thumb|link=https://wiki.hornbill.com/images/f/f8/Firsttimefixbpm.png|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.
+[[File:bpmupdatecustomer.png|thumb|Update Customer|link=https://wiki.hornbill.com/images/f/f5/Bpmupdatecustomer.png]]
-:* '''Request Id'''
+==== Update Customer ====
-:: This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''.
+Use this node to automatically add or update a request with a Customer
-:* '''No Team Reassignments'''
+==== Options ====
-:: 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.
+{{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}}
-:* '''No Owner Reassignments'''
+{{Bullet1|Co-Worker|Select a Co-worker that will be used as the customer of the request}}
-:: 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.
+{{Bullet1|Contact|Select a Contact that will be used as the customer of the request}}
-:* '''No Hold Time'''
+{{Bullet1|Co-worker (From Variable)|Use a variable to populated the customer, based on a Co-worker ID}}
-:: 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.
+{{Bullet1|Contact (From Variable)|Use a variable to populate the customer, based on a contact ID}}
-:* '''Max Open Time'''
+{{Bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
-:: 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''.
+{{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}}
-:* '''Include Working Time Calendar'''
+{{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.}}
-:: 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.
 |}
 </div>
 </div>
 </div>
-<!-- **************************************************** END OF FIRST TIME FIX ************************************************************** -->
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+{{BPMAutomation|updateCustomFields|Update Custom Fields|
-* Place On Hold
+[[File:updateCustomFields.png|thumb|link=https://wiki.hornbill.com/images/4/49/UpdateCustomFields.png]]|
-<div class="mw-collapsible-content">
+This provides the ability to update any or all of the custom fields of a request.  The input box is single line only and values should be restricted to 255 characters which is the defined max length for all custom fields.  When populating custom fields please pay attention to the type of value you are populating, and ensure this is compatible with the type of field you have specified for the corresponding custom field in the request type and service form designer in the user interface.|
+{{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.}}
+}}
+<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.
-[[File:bpmplaceonhold.png|thumb|link=https://wiki.hornbill.com/images/5/5c/Bpmplaceonhold.png|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'''
+:* '''Summary'''
-:: Enter the number of Years, Months, Days, Hours, and Minutes that the request will be on hold for.
+:: 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| Request Variables]].  Set to ''Ignore'' if no action is required.
-:* '''On Hold Period Apply Working Time Calendar'''
+:* '''Description'''
-:: 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.
+:: 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| Request Variables]].  Set to ''Ignore'' if no action is required.
-:* '''Reason'''
+:* '''Append Text'''
-:: Include information that describes the reason for the request being placed on-hold.
+:: 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
@@ Line 2,087: / Line 2,822: @@
 :: 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.
+:: 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
 |}
 </div>
@@ Line 2,096: / Line 2,829: @@
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-* Priority
+* External Reference
 <div class="mw-collapsible-content">
-::Requests > Update Request > Priority
+:: Use this operation to update the External Reference field that is held against the requests.
-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.
+[[File:bp_update_external_ref.png|600px]]
+:* '''External Reference'''
-[[File:Update_Priority.png|600px]]
+:: Either enter an external reference number or use the variable picker to take the External Reference held in a variable
-:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action
+:* '''System Timeline Update'''
-:* '''Manual Timeline Update''' - Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
+:: Select ''Yes''if the default system text will be added to the timeline 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.
+:* '''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">
-* Resolution Text
+<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px" id="Details">
+<div id="FirstTimeFix"></div>
+* First Time Fix
 <div class="mw-collapsible-content">
-::Requests > Update Request > Resolution Text
+<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+::{|
-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.
+|- valign="top"
+|style="width:700px"|
-[[File:Update_Request_Resolution_text.png|600px]]
+[[File:firsttimefixbpm.png|thumb|link=https://wiki.hornbill.com/images/f/f8/Firsttimefixbpm.png|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.
-:* '''Resolution Text''' - The text which will appear in the resolution text box (this can include the use of request variables)
+:* '''Request Id'''
-:* '''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
+:: This is a mandatory 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
+:* '''No Team Reassignments'''
-:* '''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
+:: 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.
-:* '''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.
+:* '''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.
+|}
+</div>
 </div>
 </div>
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-* Service Level
+* Place On Hold
-<div class="mw-collapsible-content">
-::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.
-</div>
-</div>
-<!-- ************************************************************************************************************** -->
-<!-- *                                       Update Site                                                          * -->
-<!-- ************************************************************************************************************** -->
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-<div id="UpdateSite"></div>
-* Site
 <div class="mw-collapsible-content">
 <div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
@@ Line 2,147: / Line 2,886: @@
 |- valign="top"
 |style="width:700px"|
-[[File:bpmupdatesite.png|thumb|link=https://wiki.hornbill.com/images/0/03/Bpmupdatesite.png|Update Site]]
-==== Site ====
+[[File:bpmplaceonhold.png|thumb|link=https://wiki.hornbill.com/images/5/5c/Bpmplaceonhold.png|Place On Hold]] Use this operation to automatically put a request on-hold when a point within the workflow has been reached.
-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.
+:* '''Request Id'''
-==== Options ====
+:: This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''.
-:* '''Request ID'''
+:* '''On Hold Period'''
-:: 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.
+:: Enter the number of Years, Months, Days, Hours, and Minutes that the request will be on hold for.
-:* '''Site'''
+:* '''On Hold Period Apply Working Time Calendar'''
-:: Select from the list of available sites as defined under the Organizational Data in Administration
+:: 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.
-:* '''Site ID (From Variable)'''
+:* '''Reason'''
-:: 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.
+:: 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
+:: 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.
+:: 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'''
-</div>
+:: Set the sub-status of the request when the request is placed on-hold
-</div>
+|}
 </div>
-<!-- ************************************************************************************************************** -->
+</div>
-<!-- *                                       Update Site (Customer's Site)                                        * -->
+</div>
-<!-- ************************************************************************************************************** -->
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-* Site (Customer' Site)
+* Priority
+<div class="mw-collapsible-content">
+::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.
+[[File:Update_Priority.png|600px]]
+:* '''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">
+* Resolution Text
+<div class="mw-collapsible-content">
+::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.
+[[File:Update_Request_Resolution_text.png|600px]]
+:* '''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.
+</div>
+</div>
+{{BPMAutomation|Update_Service|Service|
+[[File:bpm_update_service.png|thumb|link=https://wiki.hornbill.com/images/1/13/Bpm_update_service.png]]|
+Use this Hornbill Automation to change the currently assigned Service and Request Catalog Item. This can be used in conjunction with assign operations to move a request that has been raised under the wrong service and team.|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
+{{bullet1|Service|Select the Service that will be associated to the request}}
+{{bullet1|Catalog Item|Select the Request Catalog Item that will be associated to the request}}
+{{bullet1|Assess BPM|When set to 'Yes', the Request's process will be cancelled and a new instance of the new Service's or Catalog's process will be spawned. The process will not be cancelled if the new Service or Catalog's process is the same as the Request's current process.}}
+{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
+}}
+<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+* Service Level
+<div class="mw-collapsible-content">
+::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.
+</div>
+</div>
+<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+<div id="UpdateSite"></div>
+* Site
+<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:bpmupdatesite.png|thumb|link=https://wiki.hornbill.com/images/0/03/Bpmupdatesite.png|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.
+|}
+</div>
+</div>
+</div>
+<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+* Site (Customer' Site)
+<div class="mw-collapsible-content">
+::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.
+[[File:Update_Customers_Site.png|600px]]
+:* '''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">
+<div id="UpdateRequestSource"></div>
+* Source
+<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:updaterequestsourcebpm.png|thumb|link=https://wiki.hornbill.com/images/5/57/Updaterequestsourcebpm.png|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.
+|}
+</div>
+</div>
+</div>
+<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+* Status / Sub-status
 <div class="mw-collapsible-content">
-::Requests > Update Request > Site (Customer's Site)
+::Requests > Update Request > Status
-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.
+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.
-[[File:Update_Customers_Site.png|600px]]
+[[File:business_process_update_status.png|600px]]
+:* '''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
@@ Line 2,186: / Line 3,050: @@
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-<div id="UpdateRequestSource"></div>
+* Timeline
-* Source
 <div class="mw-collapsible-content">
-<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+::Requests > Update Request > Timeline
-::{|
-|- valign="top"
+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.
-|style="width:700px"|
-[[File:updaterequestsourcebpm.png|thumb|link=https://wiki.hornbill.com/images/5/57/Updaterequestsourcebpm.png|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'''
+[[File:bp_update_timeline.png|600px]]
-:: This is a mandatory 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 Text''' - Define the text to appear in the timeline update, this can include variables from the request or related entities using the variable picker
-:* '''Source'''
+:* '''URL''' - Include a URL which will be embedded into the timeline update of the request.
-:: 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.
+:* '''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
-:* '''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>
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
-* Status / Sub-status
-<div class="mw-collapsible-content">
-::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.
-[[File:business_process_update_status.png|600px]]
+===Request Timers===
-:* '''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
+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.
-:* '''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">
+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:
-* Timeline
-<div class="mw-collapsible-content">
-::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.
+:* ''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.}}
-[[File:bp_update_timeline.png|600px]]
+{{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.}}
-:* '''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
+<br>
-:* '''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.
-</div>
-</div>
-====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.
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
@@ Line 2,286: / Line 3,123: @@
 </div>
 </div>
+{{BPMAutomation|Pause_Resolution_Timer|Pause Resolution Timer|
+[[File:Pause_Resolution_Timer.png|thumb|link=https://wiki.hornbill.com/images/5/58/Pause_Resolution_Timer.png]]|
+Use this Hornbill Automation to pause the currently running Resolution Timer.  This is particularly useful in 2 stage closers where the timer can be paused during the resolution stage and then resumed if the request is reopened|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+}}
+{{BPMAutomation|Resume_Resolution_Timer|Resume Resolution Timer|
+[[File:Resume_Resolution_Timer.png|thumb|link=https://wiki.hornbill.com/images/c/c0/Resume_Resolution_Timer.png]]|
+Use this Hornbill Automation to resume Resolution Timer that has been paused.  This is particularly useful in 2 stage closers where the timer can be paused during the resolution stage and then resumed if the request is reopened|
+{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
+}}
+==Services==
+Operations specific to services related to the request service
+{{BPMAutomation|Update_Realated_Services|Update Related Services|
+[[File:Update_Related_Services_BPM.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmaddcommenttoboard.png]]|
+Use this node to update the status of services related to a request at the required stage in a process, this is different from the service the request is logged against|
+{{bullet1|RequestId|This is an automatic option and should be set to Auto}}
+{{bullet1|Relationship Type|Select which services to update the status of, based on their relationship type to the request service}}
+{{bullet1|Status|The Status to set the related services too}}
+{{bullet1|Status Message|Any message to be visible alongside the Status of the related services}}
+{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
+}}
+==Assets==
+Automations specific to an asset entity which can be used as part of Auto Tasks on an asset.
+{{BPMAutomation|Get_Asset_Information|Get Asset Information|
+[[File:Get_Asset_Information_BPM.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmgeetassetinfo.png]]|
+Use this node to get information about a specified asset.|
+{{bullet1|Asset Id|This is an automatic option and should be set to Auto when used with an asset entity.}}
+}}
 [[Category:Service Manager]]
+-->
+[[Category:HDOC]]
+<!-- http://127.0.0.1:3000/service-manager-config/customize/bpm/service-manager-business-processes -->

Difference between revisions of "Service Manager Business Process Workflow"

Latest revision as of 20:34, 8 May 2024

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