Difference between revisions of "Service Manager Business Process Workflow"

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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].
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 +
[[file:hornbill-document-library.png|Service Manager Workflow|link=https://docs.hornbill.com/servicemanager-config/customize/workflows/using-workflows-with-service-manager]]
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<!--
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{{bluebanner|[[Main Page|Home]] > [[Administration]] > [[Service Manager Administration |Service Manager]] > Business Process Workflow|[[:Category:Administration|Index]]}}
 
{{bluebanner|[[Main Page|Home]] > [[Administration]] > [[Service Manager Administration |Service Manager]] > Business Process Workflow|[[:Category:Administration|Index]]}}
 
{{IntroAndLinks|
 
{{IntroAndLinks|
The Service Manager Business Process Workflow is used to automate the processing of the requests that have been raised.  This page contains information on the Service Manager specific automated tasks that can be used in the [[Business Process Designer]] to build unique and powerful processes for your requests.|
+
The Service Manager Business Process Workflow is used to automate the processing of the requests that have been raised.  This page contains information on the Service Manager automated tasks that can be used in the [[Business Process Designer]] to build unique and powerful processes for your requests.|
 
:* [[Business Process Designer]]
 
:* [[Business Process Designer]]
 
:* [[Request Variables]]
 
:* [[Request Variables]]
|}
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:* [[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==
 
==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.
<!-- ****************************************************************************************************************************** -->
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<!-- *                                                Add Comment to Board                                                      * -->
 
<!-- ****************************************************************************************************************************** -->
 
 
{{BPMAutomation|AddCommentToBoard|Add Comment To Board|
 
{{BPMAutomation|AddCommentToBoard|Add Comment To Board|
 
[[File:bpmaddcommenttoboard.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmaddcommenttoboard.png]]|
 
[[File:bpmaddcommenttoboard.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmaddcommenttoboard.png]]|
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{{bullet1|Comment|The actual comment, as it will appear on the card on the Board}}
 
{{bullet1|Comment|The actual comment, as it will appear on the card on the Board}}
 
}}
 
}}
<!-- ****************************************************************************************************************************** -->
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<!-- *                                                Add Request to Board                                                      * -->
 
<!-- ****************************************************************************************************************************** -->
 
 
{{BPMAutomation|addRequesttoBoard|Add Request to Board|
 
{{BPMAutomation|addRequesttoBoard|Add Request to Board|
 
[[File:bpmaddrequesttoboard.png|thumb|link=https://wiki.hornbill.com/images/9/96/Bpmaddrequesttoboard.png]]|
 
[[File:bpmaddrequesttoboard.png|thumb|link=https://wiki.hornbill.com/images/9/96/Bpmaddrequesttoboard.png]]|
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{{bullet1|List|The name of the list from the above specified board to which the Request card will be added}}
 
{{bullet1|List|The name of the list from the above specified board to which the Request card will be added}}
 
}}
 
}}
<!-- ****************************************************************************************************************************** -->
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<!-- *                                              Remove Request from Board                                                    * -->
 
<!-- ****************************************************************************************************************************** -->
 
 
{{BPMAutomation|removeRequestFromBoard|Remove Request from Board|
 
{{BPMAutomation|removeRequestFromBoard|Remove Request from Board|
 
[[File:bpmremoverequestfromboard.png|thumb|link=https://wiki.hornbill.com/images/0/07/Bpmremoverequestfromboard.png]]|
 
[[File:bpmremoverequestfromboard.png|thumb|link=https://wiki.hornbill.com/images/0/07/Bpmremoverequestfromboard.png]]|
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}}
 
}}
  
<!-- ****************************************************************************************************************************** -->
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<!-- *                                                                                                                            * -->
 
<!-- *                                                    Change Requests                                                        * -->
 
<!-- *                                                                                                                            * -->
 
<!-- ****************************************************************************************************************************** -->
 
  
 
==Change Requests==
 
==Change Requests==
 
Use these nodes at any stage in a process to automate Change Request specific actions.
 
Use these nodes at any stage in a process to automate Change Request specific actions.
 +
===Get Information===
 +
 +
{{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}}
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{{bullet1|Change Justification|Get the Justification information from the change}}
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{{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}}
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{{bullet1|Implementation Plan|Get the Implementation Plan}}
 +
{{bullet1|Is Scheduled|Get information about if the change is scheduled or not}}
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{{bullet1|Proposed End Time|Get the proposed end time of the change}}
 +
{{bullet1|Proposed Start Time|Get the proposed start time of the change}}
 +
{{bullet1|Security Implication|Get any security implications that have been added to the change}}
 +
{{bullet1|Start Time|Get the start time for the change}}
 +
{{bullet1|Support Plan|Get the support plan for the change}}
 +
{{bullet1|Test Plan|Get the test plan for the change}}
 +
}}
 +
 
=== Suspend ===
 
=== Suspend ===
<!-- ****************************************************************************************************************************** -->
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<!-- *                                                WAIT FOR CHANGE TYPE                                                      * -->
 
<!-- ****************************************************************************************************************************** -->
 
 
{{BPMAutomation|waitForChangeType|Wait For Change Type|
 
{{BPMAutomation|waitForChangeType|Wait For Change Type|
 
[[File:bpmwaitforchangetype.png|thumb|link=https://wiki.hornbill.com/images/0/09/Bpmwaitforchangetype.png]]|
 
[[File:bpmwaitforchangetype.png|thumb|link=https://wiki.hornbill.com/images/0/09/Bpmwaitforchangetype.png]]|
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{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
 
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus when using this suspend node.}}
 
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus when using this suspend node.}}
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.  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|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 Type|The type of notice (Alert or Information). The default value is "Information".}}
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{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 
{{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|
 
{{BPMAutomation|waitForRequestSchedule|Wait For Request Schedule|
 
[[File:bpmwaitforrequestschedule.png|thumb|link=https://wiki.hornbill.com/images/b/b3/Bpmwaitforrequestschedule.png]]|
 
[[File:bpmwaitforrequestschedule.png|thumb|link=https://wiki.hornbill.com/images/b/b3/Bpmwaitforrequestschedule.png]]|
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{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
 
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus when using this suspend node.}}
 
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus when using this suspend node.}}
{{bullet1|Expire Period|Set a date and time for which this operation will expire.  When this date and time is reached, the BPM will automatically continue.  An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}
+
{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.  When this date and time is reached, the BPM will automatically continue.  An outcome of ''Expired'' will be provided to allow for a decision node to be placed after this operation to determine how the expired operation will be managed.}}
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.  When this date and time is reached, the BPM will automatically continue.  An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}
 
 
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 
{{bullet1|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 Type|The type of notice (Alert or Information). The default value is "Information".}}
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}}
 
}}
  
 +
=== Update Request ===
  
=== Update Request ===
 
<!-- ****************************************************************************************************************************** -->
 
<!-- *                                              ADD TO CHANGE CALENDAR                                                      * -->
 
<!-- ****************************************************************************************************************************** -->
 
 
{{BPMAutomation|addToChangeCalendar|Add to Change Calendar|
 
{{BPMAutomation|addToChangeCalendar|Add to Change Calendar|
 
[[File:bpmaddtochangecalendar.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmaddtochangecalendar.png]]|
 
[[File:bpmaddtochangecalendar.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmaddtochangecalendar.png]]|
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{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
 
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
 
}}
 
}}
<!-- ****************************************************************************************************************************** -->
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<!-- *                                              REMOVE FROM CHANGE CALENDAR                                                  * -->
 
<!-- ****************************************************************************************************************************** -->
 
 
{{BPMAutomation|removeFromChangeCalendar|Remove from Change Calendar|
 
{{BPMAutomation|removeFromChangeCalendar|Remove from Change Calendar|
 
[[File:bpmremovefromchangecalendar.png|thumb|link=https://wiki.hornbill.com/images/8/82/Bpmremovefromchangecalendar.png]]|
 
[[File:bpmremovefromchangecalendar.png|thumb|link=https://wiki.hornbill.com/images/8/82/Bpmremovefromchangecalendar.png]]|
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{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
 
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
 
}}
 
}}
<!-- ****************************************************************************************************************************** -->
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<!-- *                                                  UPDATE CHANGE TYPE                                                      * -->
 
<!-- ****************************************************************************************************************************** -->
 
 
{{BPMAutomation|changeType|Change Type|
 
{{BPMAutomation|changeType|Change Type|
 
[[File:bpmchangetype.png|thumb|link=https://wiki.hornbill.com/images/1/1c/Bpmchangetype.png]]|
 
[[File:bpmchangetype.png|thumb|link=https://wiki.hornbill.com/images/1/1c/Bpmchangetype.png]]|
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}}
 
}}
  
<!-- ****************************************************************************************************************************** -->
+
== Known Errors ==
<!-- *                                                                                                                            * -->
 
<!-- *                                                    Problem Records                                                        * -->
 
<!-- *                                                                                                                            * -->
 
<!-- ****************************************************************************************************************************** -->
 
  
==Problem Records==
+
Use these nodes at any stage in a process to automate Known Error specific actions.
Use these nodes at any stage in a process to automate Problem Record specific actions.
+
=== Get Information===
=== Suspend ===
+
 
<!-- ****************************************************************************************************************************** -->
+
{{BPMAutomation|Known_Error_Details|Known Error Details|
<!-- *                                                  Wait for Problem Workaround                                              * -->
+
[[File:bpmknownerrordetails.png|thumb|link=https://wiki.hornbill.com/images/c/ca/Bpmknownerrordetails.png]]|
<!-- ****************************************************************************************************************************** -->
+
Use this node to get the Accepted Solution, Root Cause, and the Workaround from a known error record.|
{{BPMAutomation|waitForProblemWorkaround|Wait for Workaround|
 
[[File:bpmwaitforproblemworkaround.png|thumb|link=https://wiki.hornbill.com/images/3/3b/Bpmwaitforproblemworkaround.png]]|
 
Use this node to suspend the BPM Workflow and wait for a workaround to be added to the Problem Record.|
 
 
{{bullet1|RequestID|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
 
{{bullet1|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|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.  When this date and time is reached, the BPM will automatically continue.  An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}
 
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 
{{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 Known Error ===
<!-- *                                                                                                                            * -->
 
<!-- *                                                    Release Records                                                        * -->
 
<!-- *                                                                                                                            * -->
 
<!-- ****************************************************************************************************************************** -->
 
  
==Releases==
+
{{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}}
 +
}}
 +
 
 +
=== Suspend ===
 +
 
 +
{{BPMAutomation|waitForProblemWorkaround|Wait for Workaround|
 +
[[File:bpmwaitforproblemworkaround.png|thumb|link=https://wiki.hornbill.com/images/3/3b/Bpmwaitforproblemworkaround.png]]|
 +
Use this node to suspend the BPM Workflow and wait for a workaround to be added to the Problem Record.|
 +
{{bullet1|RequestID|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
 +
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus while the process is suspended}}
 +
{{bullet1|Expire Period|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.}}
 +
}}
 +
 
 +
 
 +
 
 +
==Releases==
 
Use this node at any stage in a process to automate Release specific actions.
 
Use this node at any stage in a process to automate Release specific actions.
 
=== Suspend ===
 
=== Suspend ===
<!-- ****************************************************************************************************************************** -->
+
 
<!-- *                                                  Wait for Release Type                                                    * -->
 
<!-- ****************************************************************************************************************************** -->
 
 
{{BPMAutomation|waitForReleaseType|Wait for Release Type|
 
{{BPMAutomation|waitForReleaseType|Wait for Release Type|
 
[[File:bpmwaitforreleasetype.png|thumb|link=https://wiki.hornbill.com/images/0/0b/Bpmwaitforreleasetype.png]]|
 
[[File:bpmwaitforreleasetype.png|thumb|link=https://wiki.hornbill.com/images/0/0b/Bpmwaitforreleasetype.png]]|
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{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
 
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus when using this suspend node.}}
 
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus when using this suspend node.}}
{{bullet1|Expire Period|Set a date and time for which this operation will expire.  When this date and time is reached, the BPM will automatically continue.  An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}
+
{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.  When this date and time is reached, the BPM will automatically continue.  An outcome of ''Expired'' will be provided to allow for a decision node to be placed after this operation to determine how the expired operation will be managed.}}
 
}}
 
}}
<!-- ****************************************************************************************************************************** -->
+
 
<!-- *                                                  Wait for Request Schedule                                                * -->
 
<!-- ****************************************************************************************************************************** -->
 
 
{{BPMAutomation|waitforrelaseschedule|Wait for Request Schedule|
 
{{BPMAutomation|waitforrelaseschedule|Wait for Request Schedule|
 
[[File:bpmwaitforreleaseschedule.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Bpmwaitforreleaseschedule.png]]|
 
[[File:bpmwaitforreleaseschedule.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Bpmwaitforreleaseschedule.png]]|
Line 189: 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|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to Auto}}
 
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus when using this suspend node.}}
 
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus when using this suspend node.}}
{{bullet1|Expire Period|Set a date and time for which this operation will expire.  When this date and time is reached, the BPM will automatically continue.  An outcome of ''Expired'' will be provided to allow for a decision node to be place after this operation to determine how the expired operation will be managed.}}
+
{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.  When this date and time is reached, the BPM will automatically continue.  An outcome of ''Expired'' will be provided to allow for a decision node to be placed after this operation to determine how the expired operation will be managed.}}
 
}}
 
}}
  
 
=== Update Request ===
 
=== Update Request ===
<!-- ****************************************************************************************************************************** -->
+
 
<!-- *                                                  Add to Change Calendar                                                  * -->
 
<!-- ****************************************************************************************************************************** -->
 
 
{{BPMAutomation|addreleasetocalendar|Add to Change Calendar|
 
{{BPMAutomation|addreleasetocalendar|Add to Change Calendar|
 
[[File:bpmaddreleasetocalendar.png|thumb|link=https://wiki.hornbill.com/images/1/1a/Bpmaddreleasetocalendar.png]]|
 
[[File:bpmaddreleasetocalendar.png|thumb|link=https://wiki.hornbill.com/images/1/1a/Bpmaddreleasetocalendar.png]]|
Line 207: Line 219:
 
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
 
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
 
}}
 
}}
<!-- ****************************************************************************************************************************** -->
+
 
<!-- *                                                  Remove From Change Calendar                                              * -->
 
<!-- ****************************************************************************************************************************** -->
 
 
{{BPMAutomation|removeReleaseFromCalendar|Remove from Change Calendar|
 
{{BPMAutomation|removeReleaseFromCalendar|Remove from Change Calendar|
 
[[File:bpmremovereleasefromcalendar.png|thumb|link=https://wiki.hornbill.com/images/e/ec/Bpmremovereleasefromcalendar.png]]|
 
[[File:bpmremovereleasefromcalendar.png|thumb|link=https://wiki.hornbill.com/images/e/ec/Bpmremovereleasefromcalendar.png]]|
Line 216: Line 226:
 
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
 
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
 
}}
 
}}
<!-- ****************************************************************************************************************************** -->
+
 
<!-- *                                                  Update Release Type                                                      * -->
 
<!-- ****************************************************************************************************************************** -->
 
 
{{BPMAutomation|updateReleaseType|Release Type |
 
{{BPMAutomation|updateReleaseType|Release Type |
 
[[File:bpmupdatereleasetype.png|thumb|link=https://wiki.hornbill.com/images/4/47/Bpmupdatereleasetype.png]]|
 
[[File:bpmupdatereleasetype.png|thumb|link=https://wiki.hornbill.com/images/4/47/Bpmupdatereleasetype.png]]|
Line 227: Line 235:
 
}}
 
}}
  
<!-- ****************************************************************************************************************************** -->
+
 
<!-- *                                                                                                                            * -->
 
<!-- *                                                    Request Connections                                                    * -->
 
<!-- *                                                                                                                            * -->
 
<!-- ****************************************************************************************************************************** -->
 
  
 
==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.
 
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|
 
{{BPMAutomation|AddConnection|Add Connection|
 
[[File:bpmaddconnection.png|thumb|link=https://wiki.hornbill.com/images/a/ae/Bpmaddconnection.png]]|
 
[[File:bpmaddconnection.png|thumb|link=https://wiki.hornbill.com/images/a/ae/Bpmaddconnection.png]]|
Line 249: Line 251:
 
{{bullet1|Update Timeline|Include a Timeline update on the request when this node has completed}}
 
{{bullet1|Update Timeline|Include a Timeline update on the request when this node has completed}}
 
}}
 
}}
<!-- ****************************************************************************************************************************** -->
+
 
<!-- *                                                  Email Connections                                                        * -->
 
<!-- ****************************************************************************************************************************** -->
 
 
{{BPMAutomation|EmailConnections|Email Connections|
 
{{BPMAutomation|EmailConnections|Email Connections|
 
[[File:bpmemailconnections.png|thumb|link=https://wiki.hornbill.com/images/3/3c/Bpmemailconnections.png]]|
 
[[File:bpmemailconnections.png|thumb|link=https://wiki.hornbill.com/images/3/3c/Bpmemailconnections.png]]|
Line 263: Line 263:
 
{{bullet1|Update Timeline|Include a Timeline update on the request when this node has completed}}
 
{{bullet1|Update Timeline|Include a Timeline update on the request when this node has completed}}
 
}}
 
}}
<!-- ******************************************************************************************************************************* -->
+
 
<!-- *                                                Remove All Connections                                                      * -->
 
<!-- ******************************************************************************************************************************* -->
 
 
{{BPMAutomation|RemoveAllConnections|Remove All Connections|
 
{{BPMAutomation|RemoveAllConnections|Remove All Connections|
 
[[File:bpmremoveallconnections.png|thumb|link=https://wiki.hornbill.com/images/9/9d/Bpmremoveallconnections.png]]|
 
[[File:bpmremoveallconnections.png|thumb|link=https://wiki.hornbill.com/images/9/9d/Bpmremoveallconnections.png]]|
Line 274: Line 272:
 
{{bullet1|Update Timeline|Include a Timeline update on the request when this node has completed}}
 
{{bullet1|Update Timeline|Include a Timeline update on the request when this node has completed}}
 
}}
 
}}
<!-- ******************************************************************************************************************************* -->
+
 
<!-- *                                                  Remove Connection                                                        * -->
 
<!-- ******************************************************************************************************************************* -->
 
 
{{BPMAutomation|RemoveConnection|Remove Connection|
 
{{BPMAutomation|RemoveConnection|Remove Connection|
 
[[File:bpmremoveconnection.png|thumb|link=https://wiki.hornbill.com/images/5/55/Bpmremoveconnection.png]]|
 
[[File:bpmremoveconnection.png|thumb|link=https://wiki.hornbill.com/images/5/55/Bpmremoveconnection.png]]|
Line 286: Line 282:
 
}}
 
}}
  
<!-- ****************************************************************************************************************************** -->
+
 
<!-- *                                                                                                                            * -->
 
<!-- *                                                    Request Members                                                        * -->
 
<!-- *                                                                                                                            * -->
 
<!-- ****************************************************************************************************************************** -->
 
  
 
==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'''
 
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|
 
{{BPMAutomation|AddRequestMember|Add Request Member|
 
[[File:bpmaddrequestmember.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Bpmaddrequestmember.png]]|
 
[[File:bpmaddrequestmember.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Bpmaddrequestmember.png]]|
Line 305: 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}}
 
{{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|
 
{{BPMAutomation|RemoveRequestMember|Remove Request Member|
 
[[File:bpmaremoverequestmember.png|thumb|link=https://wiki.hornbill.com/images/3/3c/Bpmaremoverequestmember.png]]|
 
[[File:bpmaremoverequestmember.png|thumb|link=https://wiki.hornbill.com/images/3/3c/Bpmaremoverequestmember.png]]|
Line 316: Line 304:
 
}}
 
}}
  
<!-- ****************************************************************************************************************************** -->
+
 
<!-- *                                                                                                                            * -->
 
<!-- *                                                          Request Notices                                                  * -->
 
<!-- *                                                                                                                            * -->
 
<!-- ****************************************************************************************************************************** -->
 
  
 
== Request Notices ==
 
== Request Notices ==
  
 
Use this Hornbill Automation to add or remove a notice which is displayed at the top of the request.
 
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|
 
{{BPMAutomation|Add_Notice|Add Notice|
 
[[File:bpmaddrequestnotice.png|thumb|link=https://wiki.hornbill.com/images/6/6f/Bpmaddrequestnotice.png]]|
 
[[File:bpmaddrequestnotice.png|thumb|link=https://wiki.hornbill.com/images/6/6f/Bpmaddrequestnotice.png]]|
Line 339: 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}}
 
{{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|
 
{{BPMAutomation|Remove_Notice|Remove Notice|
 
[[File:bpmremoverequestnotice.png|thumb|link=https://wiki.hornbill.com/images/6/6d/Bpmremoverequestnotice.png]]|
 
[[File:bpmremoverequestnotice.png|thumb|link=https://wiki.hornbill.com/images/6/6d/Bpmremoverequestnotice.png]]|
Line 353: Line 333:
 
}}
 
}}
  
<!-- ****************************************************************************************************************************** -->
+
 
<!-- *                                                                                                                            * -->
 
<!-- *                                                          Requests                                                          * -->
 
<!-- *                                                                                                                            * -->
 
<!-- ****************************************************************************************************************************** -->
 
  
 
==Requests==
 
==Requests==
<!-- ****************************************************************************************************************************** -->
+
 
<!-- *                                                                                                                            * -->
 
<!-- *                                                      Access Control                                                      * -->
 
<!-- *                                                                                                                            * -->
 
<!-- ****************************************************************************************************************************** -->
 
  
 
==== 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.
 
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|
 
{{BPMAutomation|LockRequestActions|Lock / Unlock Request Actions|
 
[[File:bpmlockrequestactions.png|thumb|link=https://wiki.hornbill.com/images/3/3a/Bpmlockrequestactions.png]]|
 
[[File:bpmlockrequestactions.png|thumb|link=https://wiki.hornbill.com/images/3/3a/Bpmlockrequestactions.png]]|
Line 396: Line 366:
 
{{bullet1|Manual Timeline Update|Provide a custom Timeline Update message when a lock or unlock has taken place}}
 
{{bullet1|Manual Timeline Update|Provide a custom Timeline Update message when a lock or unlock has taken place}}
 
}}
 
}}
<!-- ******************************************************************************************************************************* -->
+
 
<!-- *                                                    Lock Request Details                                                    * -->
 
<!-- ******************************************************************************************************************************* -->
 
 
{{BPMAutomation|LockRequestDetails|Lock Request Details|
 
{{BPMAutomation|LockRequestDetails|Lock Request Details|
 
[[File:bpmlockrequestdetails.png|thumb|link=https://wiki.hornbill.com/images/5/59/Bpmlockrequestdetails.png]]|
 
[[File:bpmlockrequestdetails.png|thumb|link=https://wiki.hornbill.com/images/5/59/Bpmlockrequestdetails.png]]|
Line 406: 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}}
 
{{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|
 
{{BPMAutomation|UnlockRequestDetails|Unlock Request Details|
 
[[File:bpmunlockrequestdetails.png|thumb|link=https://wiki.hornbill.com/images/7/7d/Bpmunlockrequestdetails.png]]|
 
[[File:bpmunlockrequestdetails.png|thumb|link=https://wiki.hornbill.com/images/7/7d/Bpmunlockrequestdetails.png]]|
Line 417: Line 383:
 
}}
 
}}
  
<!-- ****************************************************************************************************************************** -->
+
 
<!-- *                                                                                                                            * -->
 
<!-- *                                                      Assessment                                                          * -->
 
<!-- *                                                                                                                            * -->
 
<!-- ****************************************************************************************************************************** -->
 
 
==== Assessment ====
 
==== Assessment ====
 
Use the Assessment node to initiate an Impact Assessment on a request
 
Use the Assessment node to initiate an Impact Assessment on a request
<!-- ******************************************************************************************************************************* -->
+
 
<!-- *                                                  Impact  Assessment                                                        * -->
 
<!-- ******************************************************************************************************************************* -->
 
 
{{BPMAutomation|ImpactAssessment|Impact Assessment|
 
{{BPMAutomation|ImpactAssessment|Impact Assessment|
 
[[File:bpmimpactassessment.png|thumb|link=https://wiki.hornbill.com/images/e/e1/Bpmimpactassessment.png]]|
 
[[File:bpmimpactassessment.png|thumb|link=https://wiki.hornbill.com/images/e/e1/Bpmimpactassessment.png]]|
Line 436: Line 396:
 
}}
 
}}
  
<!-- ****************************************************************************************************************************** -->
 
<!-- *                                                                                                                            * -->
 
<!-- *                                                      Assignment                                                          * -->
 
<!-- *                                                                                                                            * -->
 
<!-- ****************************************************************************************************************************** -->
 
<!--
 
 
====Assets====
 
====Assets====
 
Use these Hornbill Automations for managing assets that are associated to the request
 
Use these Hornbill Automations for managing assets that are associated to the request
<!-- ******************************************************************************************************************************* -->
+
 
<!-- *                                                  Add All Owned by Customer                                                * -->
 
<!-- ******************************************************************************************************************************* -->
 
 
{{BPMAutomation|Add_All_Owned_by_Customer|Add All Owned by Customer|
 
{{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]]|
 
[[File:Add_All_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/1/16/Add_All_Owned_by_Customer.png]]|
Line 454: Line 406:
 
{{bullet1|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System 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|Timeline Visibility|The request timeline post visibility. If not specified, the application option value will be used.}}
 +
}}
  
}}
 
<!-- ******************************************************************************************************************************* -->
 
<!-- *                                            Add Generic Assets Owned by Customer                                            * -->
 
<!-- ******************************************************************************************************************************* -->
 
 
{{BPMAutomation|Add_Generic_Assets_Owned_by_Customer|Add Generic Assets Owned by Customer|
 
{{BPMAutomation|Add_Generic_Assets_Owned_by_Customer|Add Generic Assets Owned by Customer|
 
[[File:Add_Generic_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/5/53/Add_Generic_Assets_Owned_by_Customer.png]]|
 
[[File:Add_Generic_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/5/53/Add_Generic_Assets_Owned_by_Customer.png]]|
Add assets that are owned by the customer that belong to the General class of asset|
+
Add assets that are owned or used by the customer that belong to the General class of asset|
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 
{{bullet1|Asset Type|The type of Generic assets to associate to the request.}}
 
{{bullet1|Asset Type|The type of Generic assets to associate to the request.}}
Line 467: Line 416:
 
{{bullet1|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System 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|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.}} 
 
}}
 
}}
<!-- ******************************************************************************************************************************* -->
+
 
<!-- *                                            Add Computer System Assets Owned by Customer                                    * -->
 
<!-- ******************************************************************************************************************************* -->
 
 
{{BPMAutomation|Add_Computer_System_Assets_Owned_by_Customer|Add Computer System Assets Owned by Customer|
 
{{BPMAutomation|Add_Computer_System_Assets_Owned_by_Customer|Add Computer System Assets Owned by Customer|
 
[[File:Add_Computer_System_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/1/1b/Add_Computer_System_Assets_Owned_by_Customer.png]]|
 
[[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 by the customer that belong to the Computer System class of asset|
+
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|Request Id|This is a mandatory 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|Asset Type|The type of Computer System assets to associate to the request.}}
Line 479: Line 427:
 
{{bullet1|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System 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|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.}}
 
}}
 
}}
<!-- ******************************************************************************************************************************* -->
+
 
<!-- *                                          Add Computer Peripheral Assets Owned by Customer                                  * -->
 
<!-- ******************************************************************************************************************************* -->
 
 
{{BPMAutomation|Add_Computer_Peripheral_Assets_Owned_by_Customer|Add Computer Peripheral Assets Owned by Customer|
 
{{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]]|
 
[[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]]|
Add assets that are owned by the customer that belong to the Computer Peripheral class of asset|
+
Add assets that are owned or used by the customer that belong to the Computer Peripheral class of asset|
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 
{{bullet1|Asset Type|The type of Computer Peripheral assets to associate to the request.}}
 
{{bullet1|Asset Type|The type of Computer Peripheral assets to associate to the request.}}
Line 491: Line 438:
 
{{bullet1|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System 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|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.}}
 
}}
 
}}
<!-- ******************************************************************************************************************************* -->
+
 
<!-- *                                          Add Mobile Device Assets Owned by Customer                                        * -->
 
<!-- ******************************************************************************************************************************* -->
 
 
{{BPMAutomation|Add_Mobile_Device_Assets_Owned_by_Customer|Add Mobile Device Assets Owned by Customer|
 
{{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]]|
 
[[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]]|
Add assets that are owned by the customer that belong to the Mobile Device class of asset|
+
Add assets that are owned or used by the customer that belong to the Mobile Device class of asset|
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 
{{bullet1|Asset Type|The type of Mobile Device assets to associate to the request.}}
 
{{bullet1|Asset Type|The type of Mobile Device assets to associate to the request.}}
Line 503: Line 449:
 
{{bullet1|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System 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|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.}}
 
}}
 
}}
<!-- ******************************************************************************************************************************* -->
+
 
<!-- *                                          Add Network Device Assets Owned by Customer                                        * -->
 
<!-- ******************************************************************************************************************************* -->
 
 
{{BPMAutomation|Add_Network_Device_Assets_Owned_by_Customer|Add Network Device Assets Owned by Customer|
 
{{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]]|
 
[[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 by the customer that belong to the Network Device class of asset|
+
Add assets that are owned or used by the customer that belong to the Network Device class of asset|
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 
{{bullet1|Asset Type|The type of Network Device assets to associate to the request.}}
 
{{bullet1|Asset Type|The type of Network Device assets to associate to the request.}}
Line 515: Line 460:
 
{{bullet1|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System 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|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.}}
 
}}
 
}}
<!-- ******************************************************************************************************************************* -->
+
 
<!-- *                                              Add Printer Assets Owned by Customer                                          * -->
 
<!-- ******************************************************************************************************************************* -->
 
 
{{BPMAutomation|Add_Printer_Assets_Owned_by_Customer|Add Printer Assets Owned by Customer|
 
{{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]]|
 
[[File:Add_Printer_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/8/8b/Add_Printer_Assets_Owned_by_Customer.png]]|
Add assets that are owned by the customer that belong to the Printer class of asset|
+
Add assets that are owned or used by the customer that belong to the Printer class of asset|
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 
{{bullet1|Asset Type|The type of Printer assets to associate to the request.}}
 
{{bullet1|Asset Type|The type of Printer assets to associate to the request.}}
Line 527: Line 471:
 
{{bullet1|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System 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|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.}}
 
}}
 
}}
<!-- ******************************************************************************************************************************* -->
+
 
<!-- *                                              Add Software Assets Owned by Customer                                          * -->
 
<!-- ******************************************************************************************************************************* -->
 
 
{{BPMAutomation|Add_Software_Assets_Owned_by_Customer|Add Software Assets Owned by Customer|
 
{{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]]|
 
[[File:Add_Software_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/5/5a/Add_Software_Assets_Owned_by_Customer.png]]|
Add assets that are owned by the customer that belong to the Software class of asset|
+
Add assets that are owned or used by the customer that belong to the Software class of asset|
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 
{{bullet1|Asset Type|The type of Software assets to associate to the request.}}
 
{{bullet1|Asset Type|The type of Software assets to associate to the request.}}
Line 539: Line 482:
 
{{bullet1|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System 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|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.}}
 
}}
 
}}
<!-- ******************************************************************************************************************************* -->
+
 
<!-- *                                                Add Telecoms Assets Owned by Customer                                        * -->
 
<!-- ******************************************************************************************************************************* -->
 
 
{{BPMAutomation|Add_Telecoms_Assets_Owned_by_Customer|Add Telecoms Assets Owned by Customer|
 
{{BPMAutomation|Add_Telecoms_Assets_Owned_by_Customer|Add Telecoms Assets Owned by Customer|
 
[[File:Add_Telecoms_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/a/a9/Add_Telecoms_Assets_Owned_by_Customer.png]]|
 
[[File:Add_Telecoms_Assets_Owned_by_Customer.png|thumb|link=https://wiki.hornbill.com/images/a/a9/Add_Telecoms_Assets_Owned_by_Customer.png]]|
Add assets that are owned by the customer that belong to the Telecoms class of asset|
+
Add assets that are owned or used by the customer that belong to the Telecoms class of asset|
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 
{{bullet1|Asset Type|The type of Telecoms assets to associate to the request.}}
 
{{bullet1|Asset Type|The type of Telecoms assets to associate to the request.}}
Line 551: Line 493:
 
{{bullet1|Manual Timeline Update|Freetext update to the request timeline. This supersedes the option System 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|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.}}
 
}}
 
}}
<!-- ******************************************************************************************************************************* -->
+
 
<!-- *                                            Update All Assets - General Information                                        * -->
+
{{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|Update_All_Assets_-_General_Information|Update All Assets - General Information|
+
Creates a new General asset within Asset Management and links the new asset to the request from which it was created.|
[[File:Update_All_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/5/57/Update_All_Assets_-_General_Information.png]]|
 
Update the General Information attributes of all assets that are associated to the request|
 
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 
{{bullet1|Request Id|This is a mandatory 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|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|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|Company|Update the company that the assets should be associated to}}
 
{{bullet1|Name|Update the name of the assets}}
 
{{bullet1|Name|Update the name of the assets}}
Line 613: Line 555:
 
{{bullet1|Residual Value|Update the residual value}}
 
{{bullet1|Residual Value|Update the residual value}}
 
}}
 
}}
<!-- ******************************************************************************************************************************* -->
+
 
<!-- *                                            Update Computer Assets - Additional Properties                                  * -->
+
{{BPMAutomation|Create_Computer_System_Asset|Create Computer System Asset|
<!-- ******************************************************************************************************************************* -->
+
[[File:Create_Computer_System_Asset.png|thumb|link=https://wiki.hornbill.com/images/c/c9/Create_Computer_System_Asset.png]]|
{{BPMAutomation|Update_Computer_Assets_-_Additional_Properties|Update Computer Assets - Additional Properties|
+
Creates a new Computer System asset within Asset Management and links the new asset to the request from which it was created.|
[[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''}}
 
}}
 
<!-- ******************************************************************************************************************************* -->
 
<!-- *                                            Update Computer Assets - General Information                                    * -->
 
<!-- ******************************************************************************************************************************* -->
 
{{BPMAutomation|Update_Computer_Assets_-_General_Information|Update Computer Assets - General Information|
 
[[File:Update_Computer_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/a/a8/Update_Computer_Assets_-_General_Information.png]]|
 
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|Request Id|This is a mandatory 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|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|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|Company|Update the company that the assets should be associated to}}
 
{{bullet1|Name|Update the name of the assets}}
 
{{bullet1|Name|Update the name of the assets}}
Line 682: Line 615:
 
{{bullet1|Residual Value|Update the residual value}}
 
{{bullet1|Residual Value|Update the residual value}}
 
}}
 
}}
<!-- ******************************************************************************************************************************* -->
+
 
<!-- *                                      Update Computer Peripheral Assets - Additional Properties                              * -->
+
{{BPMAutomation|Create_Computer_Peripheral_Asset|Create Computer Peripheral Asset|
<!-- ******************************************************************************************************************************* -->
+
[[File:Create_Computer_Peripheral_Asset.png|thumb|link=https://wiki.hornbill.com/images/c/c2/Create_Computer_Peripheral_Asset.png]]|
{{BPMAutomation|Update_Computer_Peripheral_Assets_-_Additional_Properties|Update Computer Peripheral Assets - Additional Properties|
+
Creates a new Computer Peripheral asset within Asset Management and links the new asset to the request from which it was created.|
[[File:Update_Computer_Peripheral_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/c/cd/Update_Computer_Peripheral_Assets_-_Additional_Properties.png]]|
 
Update the Additional Properties attributes of assets belonging to the Computer Peripheral class that are associated to the request|
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''}}
 
}}
 
<!-- ******************************************************************************************************************************* -->
 
<!-- *                                      Update Computer Peripheral Assets - General Information                                * -->
 
<!-- ******************************************************************************************************************************* -->
 
{{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|Request Id|This is a mandatory 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|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|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|Company|Update the company that the assets should be associated to}}
 
{{bullet1|Name|Update the name of the assets}}
 
{{bullet1|Name|Update the name of the assets}}
Line 733: Line 657:
 
{{bullet1|Received Date|Upldate the receive date}}
 
{{bullet1|Received Date|Upldate the receive date}}
 
{{bullet1|Cost Center|Update the cost center}}
 
{{bullet1|Cost Center|Update the cost center}}
{{bullet1|Acq. Method|Update the method of how the asset was aquired}}
+
{{bullet1|Acq. Method|Update the method of how the asset was acquired}}
 
{{bullet1|Warranty Start|Update the start of the warranty date}}
 
{{bullet1|Warranty Start|Update the start of the warranty date}}
 
{{bullet1|Warranty Expires|Update the warranty expiry date}}
 
{{bullet1|Warranty Expires|Update the warranty expiry date}}
Line 744: Line 668:
 
{{bullet1|Disposal Reason|Update why the asset was disposed of}}
 
{{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 Price|Update how much it cost to dispose of the asset}}
{{bullet1|Disposal Code|Update the desposal code}}
+
{{bullet1|Disposal Code|Update the disposal code}}
 
{{bullet1|Beneficiary|Update who the beneficiary of the asset is}}
 
{{bullet1|Beneficiary|Update who the beneficiary of the asset is}}
 
{{bullet1|Depreciation Method|Update the depreciation method}}
 
{{bullet1|Depreciation Method|Update the depreciation method}}
Line 751: Line 675:
 
{{bullet1|Residual Value|Update the residual value}}
 
{{bullet1|Residual Value|Update the residual value}}
 
}}
 
}}
<!-- ******************************************************************************************************************************* -->
+
 
<!-- *                                      Update Mobile Device Assets - Additional Properties                                  * -->
+
{{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]]|
{{BPMAutomation|Update_Mobile_Device_Assets_-_Additional_Properties|Update Mobile Device Assets - Additional Properties|
+
Creates a new Mobile Device asset within Asset Management and links the new asset to the request from which it was created.|
[[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''}}
 
}}
 
<!-- ******************************************************************************************************************************* -->
 
<!-- *                                        Update Mobile Device Assets - General Information                                  * -->
 
<!-- ******************************************************************************************************************************* -->
 
{{BPMAutomation|Update_Mobile_Device_Assets_-_General_Information|Update Mobile Device Assets - General Information|
 
[[File:Update_Mobile_Device_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/1/18/Update_Mobile_Device_Assets_-_General_Information.png]]|
 
Update the General Information attributes of assets belonging to the Mobile Device class that are associated to the request|
 
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 
{{bullet1|Request Id|This is a mandatory 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|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|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|Company|Update the company that the assets should be associated to}}
 
{{bullet1|Name|Update the name of the assets}}
 
{{bullet1|Name|Update the name of the assets}}
Line 820: Line 735:
 
{{bullet1|Residual Value|Update the residual value}}
 
{{bullet1|Residual Value|Update the residual value}}
 
}}
 
}}
<!-- ******************************************************************************************************************************* -->
+
 
<!-- *                                          Update Network Device Assets - Additional Properties                              * -->
+
{{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]]|
{{BPMAutomation|Update_Network_Device_Assets_-_Additional_Properties|Update Network Device Assets - Additional Properties|
+
Creates a new Network Device asset within Asset Management and links the new asset to the request from which it was created.|
[[File:Update_Network_Device_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/0/03/Update_Network_Device_Assets_-_Additional_Properties.png]]|
 
Update the Additional Properties attributes of assets belonging to the Network Device class that are associated to the request|
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM. This should be set to ''Auto''}}
 
}}
 
<!-- ******************************************************************************************************************************* -->
 
<!-- *                                          Update Network Device Assets - General Information                                * -->
 
<!-- ******************************************************************************************************************************* -->
 
{{BPMAutomation|Update_Network_Device_Assets_-_General_Information|Update Network Device Assets - General Information|
 
[[File:Update_Network_Device_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/1/19/Update_Network_Device_Assets_-_General_Information.png]]|
 
Update the General Information attributes of assets belonging to the Network Device class that are associated to the request|
 
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 
{{bullet1|Request Id|This is a mandatory 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|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|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|Company|Update the company that the assets should be associated to}}
 
{{bullet1|Name|Update the name of the assets}}
 
{{bullet1|Name|Update the name of the assets}}
Line 889: Line 795:
 
{{bullet1|Residual Value|Update the residual value}}
 
{{bullet1|Residual Value|Update the residual value}}
 
}}
 
}}
<!-- ******************************************************************************************************************************* -->
+
 
<!-- *                                        Update Printer Assets - Additional Properties                                      * -->
+
{{BPMAutomation|Create_Printer_Asset|Create Printer Asset|
<!-- ******************************************************************************************************************************* -->
+
[[File:Create_Printer_Asset.png|thumb|link=https://wiki.hornbill.com/images/b/bf/Create_Printer_Asset.png]]|
{{BPMAutomation|Update_Printer_Assets_-_Additional_Properties|Update Printer Assets - Additional Properties|
+
Creates a new Printer asset within Asset Management and links the new asset to the request from which it was created.|
[[File:Update_Printer_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Update_Printer_Assets_-_Additional_Properties.png]]|
 
Update the Additional Properties attributes of assets belonging to the Printer class that are associated to the request|
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 
}}
 
<!-- ******************************************************************************************************************************* -->
 
<!-- *                                        Update Printer Assets - General Information                                        * -->
 
<!-- ******************************************************************************************************************************* -->
 
{{BPMAutomation|Update_Printer_Assets_-_General_Information|Update Printer Assets - General Information|
 
[[File:Update_Printer_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/1/19/Update_Printer_Assets_-_General_Information.png]]|
 
Update the General Information attributes of assets belonging to the Printer class that are associated to the request|
 
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 
{{bullet1|Request Id|This is a mandatory 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|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|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|Company|Update the company that the assets should be associated to}}
 
{{bullet1|Name|Update the name of the assets}}
 
{{bullet1|Name|Update the name of the assets}}
Line 958: Line 855:
 
{{bullet1|Residual Value|Update the residual value}}
 
{{bullet1|Residual Value|Update the residual value}}
 
}}
 
}}
<!-- ******************************************************************************************************************************* -->
+
 
<!-- *                                        Update Software Assets - Additional Properties                                      * -->
+
{{BPMAutomation|Get_All_Assets|Get All Assets|
<!-- ******************************************************************************************************************************* -->
+
[[File:Get_All_Assets.png|thumb|link=]]|
{{BPMAutomation|Update_Software_Assets_-_Additional_Properties|Update Software Assets - Additional Properties|
+
Get a comma delimited list of the asset names that have been associated with the request|
[[File:Update_Software_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/9/91/Update_Software_Assets_-_Additional_Properties.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''}}
Update the Additional Properties attributes of assets belonging to the Software class that are associated to the request|
+
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}}
 +
}}
 +
 
 +
{{BPMAutomation|Get_All_Generic_Assets|Get All Generic Assets|
 +
[[File:Get_All_Generic_Assets.png|thumb|link=]]|
 +
Get a comma delimited list of the asset names that belong to the Generic Class of asset that have been associated with the request|
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 +
{{bullet1|Assets Type|The type of Generic assets to to get a list of}}
 +
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}}
 
}}
 
}}
<!-- ******************************************************************************************************************************* -->
+
 
<!-- *                                        Update Software Assets - General Information                                        * -->
+
{{BPMAutomation|Get_All_Computer_Peripheral_Assets|Get All Computer Peripheral Assets|
<!-- ******************************************************************************************************************************* -->
+
[[File:Get_All_Computer_Peripheral_Assets.png|thumb|link=]]|
{{BPMAutomation|Update_Software_Assets_-_General_Information|Update Software Assets - General Information|
+
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|
[[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|Request Id|This is a mandatory 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|Assets Type|The type of Computer Peripheral assets to get a list of}}
{{bullet1|State|Update the state of the assets.  Options include active, current, and archived}}
+
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}}
{{bullet1|Company|Update the company that the assets should be associated to}}
+
}}
{{bullet1|Name|Update the name of the assets}}
+
 
 +
{{BPMAutomation|Get_All_Mobile_Device_Assets|Get All Mobile Device Assets|
 +
[[File:Get_All_Mobile_Device_Assets.png|thumb|link=]]|
 +
Get a comma delimited list of the asset names that belong to the Mobile Device Class of asset that have been associated with the request|
 +
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 +
{{bullet1|Assets Type|The type of Mobile Device assets to to get a list of}}
 +
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}}
 +
}}
 +
 
 +
{{BPMAutomation|Get_All_Network_Device_Assets|Get All Network Device Assets|
 +
[[File:Get_All_Network_Device_Assets.png|thumb|link=]]|
 +
Get a comma delimited list of the asset names that belong to the Network Device Class of asset that have been associated with the request|
 +
{{bullet1|Request Id|This is a mandatory 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 Network Device assets to get a list of}}
 +
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}}
 +
}}
 +
 
 +
{{BPMAutomation|Get_All_Printer_Assets|Get All Printer Assets|
 +
[[File:Get_All_Printer_Assets.png|thumb|link=]]|
 +
Get a comma delimited list of the asset names that belong to the Printer Class of asset that have been associated with the request|
 +
{{bullet1|Request Id|This is a mandatory 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 Printer assets to get a list of}}
 +
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}}
 +
}}
 +
 
 +
{{BPMAutomation|Get_All_Software_Assets|Get All Software Assets|
 +
[[File:Get_All_Software_Assets.png|thumb|link=]]|
 +
Get a comma delimited list of the asset names that belong to the Software Class of asset that have been associated with the request|
 +
{{bullet1|Request Id|This is a mandatory 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 Software assets to get a list of}}
 +
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}}
 +
}}
 +
 
 +
{{BPMAutomation|Get_All_Telecoms_Assets|Get All Telecoms Assets|
 +
[[File:Get_All_Telecoms_Assets.png|thumb|link=https://wiki.hornbill.com/images/0/04/Get_All_Telecoms_Assets.png]]|
 +
Get a comma delimited list of the asset names that belong to the Telecoms Class of asset that have been associated with the request|
 +
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 +
{{bullet1|Assets Type|The type of Telecoms assets to get a list of}}
 +
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}}
 +
}}
 +
 
 +
{{BPMAutomation|Update_All_Assets_-_General_Information|Update All Assets - General Information|
 +
[[File:Update_All_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/5/57/Update_All_Assets_-_General_Information.png]]|
 +
Update the General Information attributes of all assets that are associated to the request|
 +
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 +
{{bullet1|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
 +
{{bullet1|State|Update the state of the assets.  Options include active, current, and archived}}
 +
{{bullet1|Sub State|Update the sub state of the asset}}
 +
{{bullet1|Company|Update the company that the assets should be associated to}}
 +
{{bullet1|Name|Update the name of the assets}}
 
{{bullet1|Notes|Upldate the notes for the assets}}
 
{{bullet1|Notes|Upldate the notes for the assets}}
 
{{bullet1|Owned By|Update the owner of the assets}}
 
{{bullet1|Owned By|Update the owner of the assets}}
Line 1,027: Line 978:
 
{{bullet1|Residual Value|Update the residual value}}
 
{{bullet1|Residual Value|Update the residual value}}
 
}}
 
}}
<!-- ******************************************************************************************************************************* -->
+
 
<!-- *                                        Update Telecoms Assets - Additional Properties                                        * -->
+
{{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]]|
{{BPMAutomation|Update_Telecoms_Assets_-_Additional_Properties|Update Telecoms Assets - Additional Properties|
+
Update the Additional Properties attributes of assets belonging to the Computer class that are associated to the request|
[[File:Update_Telecoms_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Update_Telecoms_Assets_-_Additional_Properties.png]]|
 
Update the Additional Properties attributes of assets belonging to the Telecoms class that are associated to the request|
 
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 
}}
 
}}
<!-- ******************************************************************************************************************************* -->
+
 
<!-- *                                        Update Telecoms Assets - General Information                                        * -->
+
{{BPMAutomation|Update_Computer_Assets_-_General_Information|Update Computer Assets - General Information|
<!-- ******************************************************************************************************************************* -->
+
[[File:Update_Computer_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/a/a8/Update_Computer_Assets_-_General_Information.png]]|
{{BPMAutomation|Update_Telecoms_Assets_-_General_Information|Update Telecoms Assets - General Information|
+
Update the General Information attributes of assets belonging to the Computer class that are associated to the request|
[[File:Update_Telecoms_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/e/e7/Update_Telecoms_Assets_-_General_Information.png]]|
 
Update the General Information attributes of assets belonging to the Telecoms class that are associated to the request|
 
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 
{{bullet1|Request Id|This is a mandatory 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|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|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|Company|Update the company that the assets should be associated to}}
 
{{bullet1|Name|Update the name of the assets}}
 
{{bullet1|Name|Update the name of the assets}}
Line 1,095: Line 1,043:
 
{{bullet1|Depreciation Value|Update the current depreciation value}}
 
{{bullet1|Depreciation Value|Update the current depreciation value}}
 
{{bullet1|Residual Value|Update the residual value}}
 
{{bullet1|Residual Value|Update the residual value}}
}}
 
-->
 
====Assignment====
 
Use the Assignment node to automatically assign a request to different Service Manager users or teams.
 
<!-- ******************************************************************************************************************************* -->
 
<!-- *                                                  Assign to Service Team                                                    * -->
 
<!-- ******************************************************************************************************************************* -->
 
{{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}}
 
 
}}
 
}}
<!-- ***************************************************************************************************************************** -->
+
 
<!-- *                                                  Assign to Team                                                          * -->
+
{{BPMAutomation|Update_Computer_Peripheral_Assets_-_Additional_Properties|Update Computer Peripheral Assets - Additional Properties|
<!-- ***************************************************************************************************************************** -->
+
[[File:Update_Computer_Peripheral_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/c/cd/Update_Computer_Peripheral_Assets_-_Additional_Properties.png]]|
{{BPMAutomation|AssignToTeam|Assign to Team|
+
Update the Additional Properties attributes of assets belonging to the Computer Peripheral class that are associated to the request|
[[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|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}}
 
 
}}
 
}}
<!-- ******************************************************************************************************************************* -->
+
 
<!-- *                                                      Assign to Owner                                                        * -->
+
{{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]]|
{{BPMAutomation|AssignToOwner|Assign to Owner|
+
Update the General Information attributes of assets belonging to the Computer Peripheral class that are associated to the request|
[[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|Operational State|Update the operational state of the assets. Options include pre-production, operational, and retired}}
{{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|State|Update the state of the assets.  Options include active, current, and archived}}
{{bullet1|Team|The Team ID to be applied to the request}}
+
{{bullet1|Sub State|Update the sub state of the asset}}
{{bullet1|Owner|The user ID to be applied to the request}}
+
{{bullet1|Company|Update the company that the assets should be associated to}}
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+
{{bullet1|Name|Update the name of the assets}}
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
+
{{bullet1|Notes|Upldate the notes for the assets}}
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
+
{{bullet1|Owned By|Update the owner of the assets}}
}}
+
{{bullet1|Used By|Update who uses the assets}}
<!-- ******************************************************************************************************************************* -->
+
{{bullet1|Department|Update the department that the asset is associated to}}
<!-- *                                                  Assign to Owner (Variable)                                                * -->
+
{{bullet1|Description|Update the asset description}}
<!-- ******************************************************************************************************************************* -->
+
{{bullet1|Booking|Update if the asset is available for booking}}
{{BPMAutomation|AssignTOwnerVariable|Assign to Owner (Variable)|
+
{{bullet1|Purpose|Update the purpose of the assets}}
[[File:bpmassigntoownervariable.png|thumb|link=https://wiki.hornbill.com/images/e/e9/Bpmassigntoowner.png]]|
+
{{bullet1|Last Audited Date|Update the last audit date for the assets}}
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|Location Type|Update the type of location where the asset is}}
{{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|Location|Update the Location of the assets}}
{{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|Country|Update the country where the asset is located}}
{{bullet1|Owner|Assign to an analyst based on a variable that has been populated using Progressive Capture or through the Get Information nodes}}
+
{{bullet1|Building|Update the building where the asset is located}}
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+
{{bullet1|Room|Update the room where the asset is}}
{{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|Rack|Update the rack where the asset is located}}
{{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|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}}
<!-- *                                                  Assign to Request Creator                                                * -->
+
{{bullet1|Floor|Update the Floor where the asset is located}}
<!-- ******************************************************************************************************************************* -->
+
{{bullet1|Geo Location|Update the Geo-location where the asset is located}}
{{BPMAutomation|AssignToRequestCreator|Assign to Request Creator|
+
{{bullet1|Static|Update if the asset is a static or not}}
[[File:bpmassigntorequestcreator.png|thumb|link=https://wiki.hornbill.com/images/7/7c/Bpmassigntorequestcreator.png]]|
+
{{bullet1|Cost|Update the cost of the asset}}
Use this option to automatically assign the request to the Service Manager analyst who created / raised the request via Progressive Capture|
+
{{bullet1|Asset Tag|Update the Asset Tag}}
{{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|Order Number|Update the Order number}}
{{bullet1|Team|The Team ID to be applied to the request}}
+
{{bullet1|Invoice Number|Update the Invoice number}}
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+
{{bullet1|Maintenance Cost|Update how much the annual maintenance cost of the asset is}}
{{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|Maintenance Reference|Update the Reference to the maintenance contract}}
{{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|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}}
<!-- *                                                Assign to Most Available                                                  * -->
+
{{bullet1|Order Date|Update the Order date}}
<!-- ****************************************************************************************************************************** -->
+
{{bullet1|Received Date|Upldate the receive date}}
{{BPMAutomation|AssignToMostAvailableAnalyst|Assign to Most Available Analyst|
+
{{bullet1|Cost Center|Update the cost center}}
[[File:bpmassigntomostavailable.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Bpmassigntomostavailable.png]]|
+
{{bullet1|Acq. Method|Update the method of how the asset was aquired}}
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.
+
{{bullet1|Warranty Start|Update the start of the warranty date}}
 
+
{{bullet1|Warranty Expires|Update the warranty expiry date}}
The system will take into account the user status which is found on their profile. If the user status is set to anything other than 'Available' that user/analyst/team member will not be considered as a request owner|
+
{{bullet1|Supported By|Update who supports this 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|Maintenance Notice Period|Update the notice period for Maintenance contract renewal}}
{{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|Maintenance Termination Period|Update the termination period for the 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|Annual Maintenance Review Date|Update the annual maintenance review date}}
{{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|Scheduled Retired Date|Update the date that the asset set to retire on}}
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+
{{bullet1|Actual Retired Date|Update the date that the asset was retired on}}
{{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|Disposal Reason|Update why the asset was disposed of}}
{{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|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}}
 
}}
 
}}
<!-- ****************************************************************************************************************************** -->
+
 
<!-- *                                                Assign on Round Robin Basis                                                * -->
+
{{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]]|
{{BPMAutomation|RoundRobin|Assign on Round Robin Basis|
+
Update the Additional Properties attributes of assets belonging to the Mobile Device class that are associated to the request|
[[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|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
{{bullet1|Team|Select the team that you would like to participate in the Round Robin Assignment.  This is a mandatory setting and must be set to Manual and have a team assigned}}
+
}}
{{bullet1|Include Offline Users|This takes into account if the user is logged into Hornbill and have an active session. The default behavior (Auto) is to include offline users.  Set this option to ''No'' if you don't want requests assigned to users that are not online. In order for Round Robin to work effectively, users must become disciplined in logging off Hornbill via the User menu located to the top right. Simply closing the browser window does not end a users session.}}
 
{{bullet1|System Timeline Update|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}}
 
}}
 
<!-- ****************************************************************************************************************************** -->
 
<!-- *                                                                                                                            * -->
 
<!-- *                                                      Authorization                                                        * -->
 
<!-- *                                                                                                                            * -->
 
<!-- ****************************************************************************************************************************** -->
 
  
<!-- ****************************************************************************************************************************** -->
+
{{BPMAutomation|Update_Mobile_Device_Assets_-_General_Information|Update Mobile Device Assets - General Information|
<!-- *                                                  Authorization Decision                                                  * -->
+
[[File:Update_Mobile_Device_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/1/18/Update_Mobile_Device_Assets_-_General_Information.png]]|
<!-- ****************************************************************************************************************************** -->
+
Update the General Information attributes of assets belonging to the Mobile Device class that are associated to the request|
 
 
==== Authorisation Decision ====
 
Use the Authorisation Decision node to mark on a Change or Service Request form if an authorization decision has been made.
 
{{BPMAutomation|Approved|Approved|
 
[[File:bpmapproved.png|thumb|link=https://wiki.hornbill.com/images/5/56/Bpmapproved.png]]|
 
Use this Authorisation Decision node to mark on a Change or Service Request as being approved. The status of ''Approved'' will be displayed in the Information panel on the request.|
 
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+
{{bullet1|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}}
{{BPMAutomation|Rejected|Rejected|
+
{{bullet1|Name|Update the name of the assets}}
[[File:bpmrejected.png|thumb|link=https://wiki.hornbill.com/images/d/d5/Bpmrejected.png]]|
+
{{bullet1|Notes|Upldate the notes for the assets}}
Use this Authorization Decision node to mark on a Change or Service Request as being rejected. The status of ''Rejected'' will be displayed in the Information panel on the request.|
+
{{bullet1|Owned By|Update the owner of the assets}}
{{bullet1|<Name of Option>|<Description of Option>}}
+
{{bullet1|Used By|Update who uses the assets}}
{{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|Department|Update the department that the asset is associated to}}
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+
{{bullet1|Description|Update the asset description}}
{{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|Booking|Update if the asset is available for booking}}
{{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|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}}
<!-- *                                                      Collaboration                                                        * -->
+
{{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}}
====Collaboration====
+
{{bullet1|U Height|Update the U height location in the rack}}
 
+
{{bullet1|U Position|Update the U position of the asset in the rack}}
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. 
+
{{bullet1|Site|Update the site where the asset is located}}
<!-- ******************************************************************************************************************************* -->
+
{{bullet1|Floor|Update the Floor where the asset is located}}
<!-- *                                        Comment on Existing Public Workspace Post                                            -->
+
{{bullet1|Geo Location|Update the Geo-location where the asset is located}}
<!-- ******************************************************************************************************************************* -->
+
{{bullet1|Static|Update if the asset is a static or not}}
{{BPMAutomation|CommentOnPost|Comment on Existing Public Workspace Post|
+
{{bullet1|Cost|Update the cost of the asset}}
[[File:bpmcommentonpost.png|thumb|link=https://wiki.hornbill.com/images/d/d3/Bpmcommentonpost.png]]|
+
{{bullet1|Asset Tag|Update the Asset Tag}}
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|Order Number|Update the Order number}}
{{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|Invoice Number|Update the Invoice number}}
{{bullet1|Workspace|The ID of the workspace where the comment will be posted}}
+
{{bullet1|Maintenance Cost|Update how much the annual maintenance cost of the asset is}}
{{bullet1|Content|The content of the comment to be added to the post}}
+
{{bullet1|Maintenance Reference|Update the Reference to the maintenance contract}}
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
+
{{bullet1|Supplier ID|Update the ID of the asset supplier}}
}}
+
{{bullet1|Supplier Contract|Update the name of the Supplier Contract associated to the asset}}
{{BPMAutomation|CommentOnRequestSourcePost|Comment on Request Source Post|
+
{{bullet1|Product ID|Update the Product ID}}
[[File:bpmcommentonsourcepost.png|thumb|link=https://wiki.hornbill.com/images/8/88/Bpmcommentonsourcepost.png]]|
+
{{bullet1|Order Date|Update the Order date}}
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|Received Date|Upldate the receive date}}
{{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|Cost Center|Update the cost center}}
{{bullet1|Content|The content of the comment to be added to the post}}
+
{{bullet1|Acq. Method|Update the method of how the asset was acquired}}
{{bullet1|Include Id|Include the Request Id in the comment which will include a link in the comment, back to the request}}
+
{{bullet1|Warranty Start|Update the start of the warranty date}}
{{bullet1|Include Summary|Include the Summary of the request in the comment as part of the link back to the request}}
+
{{bullet1|Warranty Expires|Update the warranty expiry date}}
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
+
{{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|Update_Network_Device_Assets_-_Additional_Properties|Update Network Device Assets - Additional Properties|
 +
[[File:Update_Network_Device_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/0/03/Update_Network_Device_Assets_-_Additional_Properties.png]]|
 +
Update the Additional Properties attributes of assets belonging to the Network Device class that are associated to the request|
 
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 
{{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}}
 
 
}}
 
}}
  
<!-- ****************************************************************************************************************************** -->
+
{{BPMAutomation|Update_Network_Device_Assets_-_General_Information|Update Network Device Assets - General Information|
<!-- *                                                                                                                            * -->
+
[[File:Update_Network_Device_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/1/19/Update_Network_Device_Assets_-_General_Information.png]]|
<!-- *                                                    Email Notifications                                                    * -->
+
Update the General Information attributes of assets belonging to the Network Device class that are associated to the request|
<!-- *                                                                                                                            * -->
+
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
<!-- ****************************************************************************************************************************** -->
+
{{bullet1|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
====Email Notifications====         
+
{{bullet1|State|Update the state of the assets. Options include active, current, and archived}}
Use the Email Notification nodes to send email templates to different Request stakeholders.  Configuration options include recipient, which email template to use and which mailbox to send the email from.
+
{{bullet1|Sub State|Update the sub state of the asset}}
<!-- ****************************************************************************************************************************** -->
+
{{bullet1|Company|Update the company that the assets should be associated to}}
<!-- *                                                    Email Contact                                                            -->
+
{{bullet1|Name|Update the name of the assets}}
<!-- ****************************************************************************************************************************** -->
+
{{bullet1|Notes|Upldate the notes for the assets}}
{{BPMAutomation|EmailContact|Email Contact|
+
{{bullet1|Owned By|Update the owner of the assets}}
[[File:bpmemailcontact.png|thumb|link=https://wiki.hornbill.com/images/6/68/Bpmemailcontact.png]]|
+
{{bullet1|Used By|Update who uses the assets}}
Use this node to send an email to a contact that has a contact record stored in Hornbill|
+
{{bullet1|Department|Update the department that the asset is associated to}}
 
+
{{bullet1|Description|Update the asset description}}
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
+
{{bullet1|Booking|Update if the asset is available for booking}}
{{bullet1|Contact|Select a contact from the searchable pick list. Only contacts that have records stored in Hornbill will be available}}
+
{{bullet1|Purpose|Update the purpose of the assets}}
{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}
+
{{bullet1|Last Audited Date|Update the last audit date for the assets}}
{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}
+
{{bullet1|Location Type|Update the type of location where the asset is}}
{{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|Location|Update the Location of the assets}}
{{bullet1|Email From|Select the email address that you want listed as the sender.}}
+
{{bullet1|Country|Update the country where the asset is located}}
{{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|Building|Update the building where the asset is located}}
{{bullet1|Email Template|Select the email template that you want to use for this email}}
+
{{bullet1|Room|Update the room where the asset is}}
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+
{{bullet1|Rack|Update the rack where the asset is located}}
{{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|U Height|Update the U height location in the rack}}
{{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|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}}
<!-- *                                                  Email Co-worker                                                          * -->
+
{{bullet1|Geo Location|Update the Geo-location where the asset is located}}
<!-- ***************************************************************************************************************************** -->
+
{{bullet1|Static|Update if the asset is a static or not}}
{{BPMAutomation|EmailCoworker|Email Co-worker|
+
{{bullet1|Cost|Update the cost of the asset}}
[[File:bpmemailcoworker.png|thumb|link=https://wiki.hornbill.com/images/b/b3/Bpmemailcoworker.png]]|
+
{{bullet1|Asset Tag|Update the Asset Tag}}
Use this node to send an email to a Co-worker that has a user account in Hornbill|
+
{{bullet1|Order Number|Update the Order number}}
{{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|Invoice Number|Update the Invoice number}}
{{bullet1|Co-worker|Select a Co-worker from the searchable pick list. Only Co-workers that have accounts in Hornbill will be available}}
+
{{bullet1|Maintenance Cost|Update how much the annual maintenance cost of the asset is}}
{{bullet1|Co-worker (From Variable)|Set a Co-worker from a variable}}
+
{{bullet1|Maintenance Reference|Update the Reference to the maintenance contract}}
{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}
+
{{bullet1|Supplier ID|Update the ID of the asset supplier}}
{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}
+
{{bullet1|Supplier Contract|Update the name of the Supplier Contract associated to the asset}}
{{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|Product ID|Update the Product ID}}
{{bullet1|Email From|Select the email address that you want listed as the sender.}}  
+
{{bullet1|Order Date|Update the Order date}}
{{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|Received Date|Upldate the receive date}}
{{bullet1|Email Template|Select the email template that you want to use for this email}}
+
{{bullet1|Cost Center|Update the cost center}}
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+
{{bullet1|Acq. Method|Update the method of how the asset was acquired}}
{{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|Warranty Start|Update the start of the warranty date}}
{{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|Warranty Expires|Update the warranty expiry date}}
 +
{{bullet1|Supported By|Update who supports this asset}}
 +
{{bullet1|Maintenance Notice Period|Update the notice period for Maintenance contract renewal}}
 +
{{bullet1|Maintenance Termination Period|Update the termination period for the asset}}
 +
{{bullet1|Annual Maintenance Review Date|Update the annual maintenance review date}}
 +
{{bullet1|Scheduled Retired Date|Update the date that the asset set to retire on}}
 +
{{bullet1|Actual Retired Date|Update the date that the asset was retired on}}
 +
{{bullet1|Disposal Reason|Update why the asset was disposed of}}
 +
{{bullet1|Disposal Price|Update how much it cost to dispose of the asset}}
 +
{{bullet1|Disposal Code|Update the disposal code}}
 +
{{bullet1|Beneficiary|Update who the beneficiary of the asset is}}
 +
{{bullet1|Depreciation Method|Update the depreciation method}}
 +
{{bullet1|Depreciation Start Date|Update when the asset cost starts deprecating }}
 +
{{bullet1|Depreciation Value|Update the current depreciation value}}
 +
{{bullet1|Residual Value|Update the residual value}}
 
}}
 
}}
<!-- ***************************************************************************************************************************** -->
+
 
<!-- *                                                      Email Customer                                                      * -->
+
{{BPMAutomation|Update_Printer_Assets_-_Additional_Properties|Update Printer Assets - Additional Properties|
<!-- ***************************************************************************************************************************** -->
+
[[File:Update_Printer_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Update_Printer_Assets_-_Additional_Properties.png]]|
{{BPMAutomation|EmailCustomer|Email Customer|
+
Update the Additional Properties attributes of assets belonging to the Printer class that are associated to 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|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.}}
 
 
}}
 
}}
<!-- ***************************************************************************************************************************** -->
+
 
<!-- *                                                  Email Customer's Manager                                                * -->
+
{{BPMAutomation|Update_Printer_Assets_-_General_Information|Update Printer Assets - General Information|
<!-- ***************************************************************************************************************************** -->
+
[[File:Update_Printer_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/1/19/Update_Printer_Assets_-_General_Information.png]]|
{{BPMAutomation|EmailCustomerManager|Email Customer Manager|
+
Update the General Information attributes of assets belonging to the Printer class that are associated to 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|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
{{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|State|Update the state of the assets.  Options include active, current, and archived}}
{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}
+
{{bullet1|Sub State|Update the sub state of the asset}}
{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}
+
{{bullet1|Company|Update the company that the assets should be associated to}}
{{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|Name|Update the name of the assets}}
{{bullet1|Email From|Select the email address that you want listed as the sender.}}
+
{{bullet1|Notes|Upldate the notes for the assets}}
{{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|Owned By|Update the owner of the assets}}
{{bullet1|Email Template|Select the email template that you want to use for this email}}
+
{{bullet1|Used By|Update who uses the assets}}
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+
{{bullet1|Department|Update the department that the asset is associated to}}
{{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|Description|Update the asset description}}
{{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|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}}
<!-- *                                                      Email External Address                                              * -->
+
{{bullet1|Location Type|Update the type of location where the asset is}}
<!-- ***************************************************************************************************************************** -->
+
{{bullet1|Location|Update the Location of the assets}}
{{BPMAutomation|EmailExternalAddress|Email External Address|
+
{{bullet1|Country|Update the country where the asset is located}}
[[File:bpmemailexternal.png|thumb|link=https://wiki.hornbill.com/images/4/4a/Bpmemailexternal.png]]|
+
{{bullet1|Building|Update the building where the asset is located}}
Use this node to send an email to one or more email addresses that are not available within Hornbill|
+
{{bullet1|Room|Update the room where the asset is}}
{{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|Rack|Update the rack where the asset is located}}
{{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|U Height|Update the U height location in the rack}}
{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}
+
{{bullet1|U Position|Update the U position of the asset in the rack}}
{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}
+
{{bullet1|Site|Update the site where the asset is located}}
{{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|Floor|Update the Floor where the asset is located}}
{{bullet1|Email From|Select the email address that you want listed as the sender.}}
+
{{bullet1|Geo Location|Update the Geo-location where the asset is located}}
{{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|Static|Update if the asset is a static or not}}
{{bullet1|Email Template|Select the email template that you want to use for this email}}
+
{{bullet1|Cost|Update the cost of the asset}}
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+
{{bullet1|Asset Tag|Update the Asset Tag}}
{{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|Order Number|Update the Order number}}
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
+
{{bullet1|Invoice Number|Update the Invoice number}}
 +
{{bullet1|Maintenance Cost|Update how much the annual maintenance cost of the asset is}}
 +
{{bullet1|Maintenance Reference|Update the Reference to the maintenance contract}}
 +
{{bullet1|Supplier ID|Update the ID of the asset supplier}}
 +
{{bullet1|Supplier Contract|Update the name of the Supplier Contract associated to the asset}}
 +
{{bullet1|Product ID|Update the Product ID}}
 +
{{bullet1|Order Date|Update the Order date}}
 +
{{bullet1|Received Date|Upldate the receive date}}
 +
{{bullet1|Cost Center|Update the cost center}}
 +
{{bullet1|Acq. Method|Update the method of how the asset was acquired}}
 +
{{bullet1|Warranty Start|Update the start of the warranty date}}
 +
{{bullet1|Warranty Expires|Update the warranty expiry date}}
 +
{{bullet1|Supported By|Update who supports this asset}}
 +
{{bullet1|Maintenance Notice Period|Update the notice period for Maintenance contract renewal}}
 +
{{bullet1|Maintenance Termination Period|Update the termination period for the asset}}
 +
{{bullet1|Annual Maintenance Review Date|Update the annual maintenance review date}}
 +
{{bullet1|Scheduled Retired Date|Update the date that the asset set to retire on}}
 +
{{bullet1|Actual Retired Date|Update the date that the asset was retired on}}
 +
{{bullet1|Disposal Reason|Update why the asset was disposed of}}
 +
{{bullet1|Disposal Price|Update how much it cost to dispose of the asset}}
 +
{{bullet1|Disposal Code|Update the disposal code}}
 +
{{bullet1|Beneficiary|Update who the beneficiary of the asset is}}
 +
{{bullet1|Depreciation Method|Update the depreciation method}}
 +
{{bullet1|Depreciation Start Date|Update when the asset cost starts deprecating }}
 +
{{bullet1|Depreciation Value|Update the current depreciation value}}
 +
{{bullet1|Residual Value|Update the residual value}}
 
}}
 
}}
<!-- **************************************************************************************************************************** -->
+
 
<!-- *                                                  Email Request Owner                                                    * -->
+
{{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]]|
{{BPMAutomation|EmailOwner|Email Request Owner|
+
Update the Additional Properties attributes of assets belonging to the Software class that are associated to 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|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
 
{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}
 
{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}
 
{{bullet1|Mailbox Name|Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under}}
 
{{bullet1|Email From|Select the email address that you want listed as the sender.}}
 
{{bullet1|Email Template Entity|Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as ''Auto'' to use the default ''Request'' entity.}}
 
{{bullet1|Email Template|Select the email template that you want to use for this email}}
 
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
 
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
 
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
 
 
}}
 
}}
<!-- ****************************************************************************************************************************** -->
 
<!-- *                                                                                                                            * -->
 
<!-- *                                                    Get Request Information                                                * -->
 
<!-- *                                                                                                                            * -->
 
<!-- ****************************************************************************************************************************** -->
 
  
====Get Request Information====
+
{{BPMAutomation|Update_Software_Assets_-_General_Information|Update Software Assets - General Information|
Use the Get Request Information node at any stage in a process and preceding another process node when you want to make the variables of the Request available.  Variables may include Customer, Status, Site, Priority, or any Answers to Customer defined questions from different Progressive capture forms or attributes of the customer or organisation of the request the business process is running against.
+
[[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|
<!-- *                                                  Customer Details                                                          * -->
+
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
<!-- ****************************************************************************************************************************** -->
+
{{bullet1|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
{{BPMAutomation|Customer_Details|Customer Details|
+
{{bullet1|State|Update the state of the assets.  Options include active, current, and archived}}
[[File:bpmgetcustomerdetails.png|thumb|link=https://wiki.hornbill.com/images/3/3a/Bpmgetcustomerdetails.png]]|
+
{{bullet1|Sub State|Update the sub state of the asset}}
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|Company|Update the company that the assets should be associated to}}
{{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|Name|Update the name of the assets}}
}}
+
{{bullet1|Notes|Upldate the notes for the assets}}
<!-- ****************************************************************************************************************************** -->
+
{{bullet1|Owned By|Update the owner of the assets}}
<!-- *                                              Source Email Details                                                        * -->
+
{{bullet1|Used By|Update who uses the assets}}
<!-- ****************************************************************************************************************************** -->
+
{{bullet1|Department|Update the department that the asset is associated to}}
{{BPMAutomation|Source_Email_Details|Source Email Details|
+
{{bullet1|Description|Update the asset description}}
[[File:bpmsourceemaildetails.png|thumb|link=https://wiki.hornbill.com/images/a/ad/Bpmsourceemaildetails.png]]|
+
{{bullet1|Booking|Update if the asset is available for booking}}
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|Purpose|Update the purpose of 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|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}}
<!-- *                                              Organisation Details                                                        * -->
+
{{bullet1|Country|Update the country where the asset is located}}
<!-- ****************************************************************************************************************************** -->
+
{{bullet1|Building|Update the building where the asset is located}}
{{BPMAutomation|Organisation_Details|Organisation Details|
+
{{bullet1|Room|Update the room where the asset is}}
[[File:bpmorganisationdetails.png|thumb|link=https://wiki.hornbill.com/images/1/1c/Bpmorganisationdetails.png]]|
+
{{bullet1|Rack|Update the rack where the asset is located}}
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|U Height|Update the U height location in the rack}}
{{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|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}}
<!-- *                                                      Owner Details                                                        * -->
+
{{bullet1|Geo Location|Update the Geo-location where the asset is located}}
<!-- ****************************************************************************************************************************** -->
+
{{bullet1|Static|Update if the asset is a static or not}}
{{BPMAutomation|GetRequestInfoOwner|Owner Details|
+
{{bullet1|Cost|Update the cost of the asset}}
[[File:getrequestownerbpm.png|thumb|link=https://wiki.hornbill.com/images/8/8b/Getrequestownerbpm.png]]|
+
{{bullet1|Asset Tag|Update the Asset Tag}}
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|Order Number|Update the Order number}}
{{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|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}}
<!-- *                                                    Request Details                                                        * -->
+
{{bullet1|Supplier ID|Update the ID of the asset supplier}}
<!-- ****************************************************************************************************************************** -->
+
{{bullet1|Supplier Contract|Update the name of the Supplier Contract associated to the asset}}
{{BPMAutomation|GetRequestInfoRequestDetails|Request Details|
+
{{bullet1|Product ID|Update the Product ID}}
[[File:getrequestdetailsbpm.png|thumb|link=https://wiki.hornbill.com/images/b/bb/Getrequestdetailsbpm.png]]|
+
{{bullet1|Order Date|Update the Order date}}
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|Received Date|Upldate the receive date}}
{{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|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}}
 
}}
 
}}
<!-- ****************************************************************************************************************************** -->
 
<!-- *                                                Progressive Capture Answers                                                * -->
 
<!-- ****************************************************************************************************************************** -->
 
{{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|Update_Telecoms_Assets_-_Additional_Properties|Update Telecoms Assets - Additional Properties|
}}
+
[[File:Update_Telecoms_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Update_Telecoms_Assets_-_Additional_Properties.png]]|
<!-- ****************************************************************************************************************************** -->
+
Update the Additional Properties attributes of assets belonging to the Telecoms class that are associated to the request|
<!-- *                                                      Service Details                                                      * -->
+
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
<!-- ****************************************************************************************************************************** -->
 
{{BPMAutomation|Service_Details|Service Details|
 
[[File:bpmservicedetails.png|thumb|link=https://wiki.hornbill.com/images/1/10/Bpmservicedetails.png]]|
 
Use this operation to extract details of the service that is set against a request in order to use the Service Details to use with decision node outcomes within your workflow.|
 
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
 
}}
 
<!-- ****************************************************************************************************************************** -->
 
<!-- *                                                        Site Details                                                      * -->
 
<!-- ****************************************************************************************************************************** -->
 
{{BPMAutomation|GetRequestInfoRequestDetails|Site Details|
 
[[File:getrequestsitebpm.png|thumb|link=https://wiki.hornbill.com/images/0/0a/Getrequestsitebpm.png]]|
 
Use this operation when you need to use information held within a request for making decisions or to populate other BPM operations with this site details.  This operation will populate a number of variables that represent the site information held within a request.|
 
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
 
}}
 
<!-- ****************************************************************************************************************************** -->
 
<!-- *                                                        Team Details                                                      * -->
 
<!-- ****************************************************************************************************************************** -->
 
{{BPMAutomation|GetTeamDetails|Team Details|
 
[[File:getteamdetails.png|thumb|link=https://wiki.hornbill.com/images/a/a2/Getteamdetails.png]]|
 
Use this operation when you need to get information about the team that the request is assigned to. This can be used for making decisions or to populate other BPM operations with this team detailsTeam Manager and Team Lead information can also be returned to help with notifications and assignments for important requests.|
 
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
 
 
}}
 
}}
  
====Integration====
+
{{BPMAutomation|Update_Telecoms_Assets_-_General_Information|Update Telecoms Assets - General Information|
 
+
[[File:Update_Telecoms_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/e/e7/Update_Telecoms_Assets_-_General_Information.png]]|
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.
+
Update the General Information attributes of assets belonging to the Telecoms class that are associated to the request|
 
+
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPMThis should be set to ''Auto''}}
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
{{bullet1|Operational State|Update the operational state of the assets.  Options include pre-production, operational, and retired}}
* Create Jira Request
+
{{bullet1|State|Update the state of the assets.  Options include active, current, and archived}}
<div class="mw-collapsible-content">
+
{{bullet1|Sub State|Update the sub state of the asset}}
::Requests > Integration > Create Jira Request
+
{{bullet1|Company|Update the company that the assets should be associated to}}
[[File:Creat_Jira_Request.png|600px]]
+
{{bullet1|Name|Update the name of the assets}}
 
+
{{bullet1|Notes|Upldate the notes for the assets}}
Create a new request in a specific Jira instance and against a parent project. Using this option will create a new request in Jira, of the required type.   
+
{{bullet1|Owned By|Update the owner of the assets}}
*This will pass the summary and description of the Service Manager request to the newly created request in Jira, and then pass back the Jira request id into the '''External Reference''' field on the Service Manager request if successful, as well as include an update in the request timeline if required, with a hyperlink to the request in Jira. If the request to raise a request fails, this will also be written to the Service Manager Timeline with the reason for the failure to create.
+
{{bullet1|Used By|Update who uses the assets}}
 
+
{{bullet1|Department|Update the department that the asset is associated to}}
The following options need to be Configured:
+
{{bullet1|Description|Update the asset description}}
 
+
{{bullet1|Booking|Update if the asset is available for booking}}
*'''Request id:''' Leave as Auto to pick up on the Request id against which the process is running.
+
{{bullet1|Purpose|Update the purpose of the assets}}
*'''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|Last Audited Date|Update the last audit date for the assets}}
 
+
{{bullet1|Location Type|Update the type of location where the asset is}}
If selecting Yes, the following system settings will need to have been set and will be used:
+
{{bullet1|Location|Update the Location of the assets}}
 
+
{{bullet1|Country|Update the country where the asset is located}}
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.issueType''': This is the Jira Issue type which will be created - Bug, Improvement, New Feature, Task or custom created on your Jira instance.
+
{{bullet1|Building|Update the building where the asset is located}}
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.userName''': The Username of the account in Jira which the new request will be created under.
+
{{bullet1|Room|Update the room where the asset is}}
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.password''': The Password for the user account in Jira which the new request will be created under.
+
{{bullet1|Rack|Update the rack where the asset is located}}
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.projectName''': The Parent Project to which the new request will belong.
+
{{bullet1|U Height|Update the U height location in the rack}}
:* '''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|U Position|Update the U position of the asset in the rack}}
 
+
{{bullet1|Site|Update the site where the asset is located}}
If selecting No the following options will need to be manually set
+
{{bullet1|Floor|Update the Floor where the asset is located}}
 
+
{{bullet1|Geo Location|Update the Geo-location where the asset is located}}
*'''URL:'''  The full URL for the Jira instance against which the new request will be created.
+
{{bullet1|Static|Update if the asset is a static or not}}
*'''Project Name:''' The Parent Project to which the new request will belong.
+
{{bullet1|Cost|Update the cost of the asset}}
*'''Issue Type:''' This is the Jira Issue type which will be created - Bug, Improvement, New Feature, Task or custom created on your Jira instance.
+
{{bullet1|Asset Tag|Update the Asset Tag}}
*'''Username:''' The Username of the account in Jira which the new request will be created under.
+
{{bullet1|Order Number|Update the Order number}}
*'''Password:''' The Password for the user account in Jira which the new request will be created under.
+
{{bullet1|Invoice Number|Update the Invoice number}}
 
+
{{bullet1|Maintenance Cost|Update how much the annual maintenance cost of the asset is}}
In either case the following can also be configured manually.
+
{{bullet1|Maintenance Reference|Update the Reference to the maintenance contract}}
 
+
{{bullet1|Supplier ID|Update the ID of the asset supplier}}
*'''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)
+
{{bullet1|Supplier Contract|Update the name of the Supplier Contract associated to the asset}}
[[File:Jira_Create.png|600px]]
+
{{bullet1|Product ID|Update the Product ID}}
</div>
+
{{bullet1|Order Date|Update the Order date}}
</div>
+
{{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 class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
====Assignment====
* Add Jira Request Comment
+
Use the Assignment node to automatically assign a request to different Service Manager users or teams.
<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|AssignToServiceTeam|Assign to Service Team|
* 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 processIn 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: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.|
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|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 updateChoosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
 +
}}
  
*'''Request id:''' Leave as Auto to pick up on the Request id against which the process is running.
+
{{BPMAutomation|AssignToTeam|Assign to Team|
*'''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:bpmassigntoteam.png|thumb|link=link=https://wiki.hornbill.com/images/8/8a/Bpmassigntoteam.png|Assign to Team]]|
 +
Use this option to assign the request to a specified team. |
 +
{{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}}
 +
}}
  
If selecting Yes, the following system settings will need to have been set and will be used:
+
{{BPMAutomation|AssignToOwner|Assign to Owner|
 +
[[File:bpmassigntoowner.png|thumb|link=https://wiki.hornbill.com/images/e/e9/Bpmassigntoowner.png]]|
 +
Use this option to assign the request to a specific Service Manager analyst.|
 +
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''.}}
 +
{{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}}
 +
}}
  
:* '''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|AssignTOwnerVariable|Assign to Owner (Variable)|
:* '''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:bpmassigntoownervariable.png|thumb|link=https://wiki.hornbill.com/images/e/e9/Bpmassigntoowner.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 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.}}
 +
}}
  
If selecting No the following options will need to be manually set
+
{{BPMAutomation|AssignToRequestCreator|Assign to Request Creator|
 +
[[File:bpmassigntorequestcreator.png|thumb|link=https://wiki.hornbill.com/images/7/7c/Bpmassigntorequestcreator.png]]|
 +
Use this option to automatically assign the request to the Service Manager analyst who created / raised the request via Progressive Capture|
 +
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''.}}
 +
{{bullet1|Team|The Team ID to be applied to the request}}
 +
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
 +
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
 +
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
 +
}}
  
*'''URL:'''  The full URL for the Jira instance against which the new request will be created.
+
{{BPMAutomation|AssignToMostAvailableAnalyst|Assign to Most Available Analyst|
*'''Username:''' The Username of the account in Jira which the new comment will be created under.
+
[[File:bpmassigntomostavailable.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Bpmassigntomostavailable.png]]|
*'''Password:''' The Password for the user account in Jira which the new request comment will be added.
+
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.
  
In either case the following will also need to be configured manually.
+
The system will take into account the user status which is found on their profile. If the user status is set to anything other than 'Available' that user/analyst/team member will not be considered as a request owner|
 +
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''.}}
 +
{{bullet1|Team|Select the team that you would like to participate in the Round Robin Assignment.  This is a mandatory setting and must be set to Manual and have a team assigned.}}
 +
{{bullet1|Include Offline Users|This takes into account if the user is logged into Hornbill and have an active session. The default behavior (Auto) is to include offline users.  Set this option to ''No'' if you don't want requests assigned to users that are not online. If all the team members are off-line, the request will be assigned to just the team. In order for this to work effectively when taking into account users logged in status, users will need to be disciplined in logging off Hornbill. Simply closing the browser window does not end a users session(s). We would also strongly recommend that you disable the allow multi-logon option on your instance, otherwise taking into consideration a users Logged On status will be unreliable.}}
 +
{{bullet1|Exclude On-hold Requests|If set to "Yes", when determining a user's availability, any requests that are on-hold will not be included when calculating availability. The default value is "No"}}
 +
{{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}}
 +
}}
  
*'''Comment:''' Configure the message content which will be added to the Jira Request
+
{{BPMAutomation|RoundRobin|Assign on Round Robin Basis|
*'''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:bpmroundrobin.png|thumb|link=https://wiki.hornbill.com/images/4/41/Bpmroundrobin.png|Round Robin BPM Operation]]|
[[File:Jira_Comment.png|600px]]
+
Using the ''Assign Round Robin'' is a great way to automatically assign out requests to the members of a team . The system will look through the members of the selected team and will assign the request to the member who has had the greatest amount of time pass since their last assignment. The system will take into account the user's status which is found on their profile. If the user's status is set to anything other than 'Available' that user will not be considered for assignment. This does not take into account the volume of requests assigned to each user.|
 +
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
 +
{{bullet1|Team|Select the team that you would like to participate in the Round Robin Assignment.  This is a mandatory setting and must be set to Manual and have a team assigned}}
 +
{{bullet1|Include Offline Users|This takes into account if the user is logged into Hornbill and have an active session. The default behavior (Auto) is to include offline users.  Set this option to ''No'' if you don't want requests assigned to users that are not online. In order for Round Robin to work effectively when taking into account users login status, users must become disciplined in logging off Hornbill via the User menu located to the top right. Simply closing the browser window does not end a users session. We would also strongly recommend that you disable the allow multi-logon option on your instance, otherwise taking into consideration a users Logged On status will be unreliable.}}
 +
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
 +
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
 +
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
 +
}}
  
This will add the Comment into the '''Comments''' tab of the Activity section on the Jira request as shown below.
+
==== Authorisation Decision ====
[[File:Jira_Comment_Jira.png|600px]]
+
Use the Authorisation Decision node to mark on a Change or Service Request form if an authorization decision has been made.
</div>
+
{{BPMAutomation|Approved|Approved|
</div>
+
[[File:bpmapproved.png|thumb|link=https://wiki.hornbill.com/images/5/56/Bpmapproved.png]]|
 
+
Use this Authorisation Decision node to mark on a Change or Service Request as being approved. The status of ''Approved'' will be displayed in the Information panel on the request.|
<!-- ******************************************************** START OF NEW 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''}}
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
<div id="integrationnewrequest"></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}}
* Log New Service Request
+
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
<div class="mw-collapsible-content">
+
}}
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+
{{BPMAutomation|Rejected|Rejected|
::{|
+
[[File:bpmrejected.png|thumb|link=https://wiki.hornbill.com/images/d/d5/Bpmrejected.png]]|
|- valign="top"
+
Use this Authorization Decision node to mark on a Change or Service Request as being rejected. The status of ''Rejected'' will be displayed in the Information panel on the request.|
|style="width:700px"|
+
{{bullet1|Request Id|This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''}}
[[File:bpmintegrationrequest.png|thumb|link=https://wiki.hornbill.com/images/a/a6/Bpmintegrationrequest.png|Log New Request]]
+
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
==== Log New Service Request ====
+
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
This node can be used by other Hornbill apps to raise requests within Service Manager.
+
{{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.}}
==== Options ====
+
}}
:* ''' Summary'''  
+
{{BPMAutomation|Clear|Clear|
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
+
[[File:bpmclearauthorization.png|thumb|link=https://wiki.hornbill.com/images/2/21/Bpmclearauthorization.png]]|
:* ''' Description'''  
+
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.|
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description
+
{{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''}}
:* ''' Service '''
+
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list
+
{{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}}
:* ''' Catalog Item '''
+
{{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.}}
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item
+
}}
:* ''' Priority '''
+
 
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list
+
 
:* ''' Category '''
+
====Collaboration====
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.
+
 
:* ''' Team '''
+
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.
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list
+
 
:* ''' Owner '''
+
{{BPMAutomation|CommentOnPost|Comment on Existing Public Workspace Post|
:: 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
+
[[File:bpmcommentonpost.png|thumb|link=https://wiki.hornbill.com/images/d/d3/Bpmcommentonpost.png]]|
:* ''' Site '''
+
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.|
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list
+
{{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''}}
:* ''' Status '''
+
{{bullet1|Workspace|The ID of the workspace where the comment will be posted}}
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list
+
{{bullet1|Content|The content of the comment to be added to the post}}
:* '''System Timeline Update'''
+
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
:: 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 '''
+
{{BPMAutomation|CommentOnRequestSourcePost|Comment on Request Source Post|
:: 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.
+
[[File:bpmcommentonsourcepost.png|thumb|link=https://wiki.hornbill.com/images/8/88/Bpmcommentonsourcepost.png]]|
:* ''' Visibility'''
+
Use this option when the source of the request is from a post in order to post a comment back to this source post.|
:: Set the Visibility of the Timeline Entry if one is provided.
+
{{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}}
</div>
+
{{bullet1|Include Id|Include the Request Id in the comment which will include a link in the comment, back to the request}}
</div>
+
{{bullet1|Include Summary|Include the Summary of the request in the comment as part of the link back to the request}}
</div>
+
{{bullet1|Update Timeline|Include a Timeline update on the request when this automation has completed}}
<!-- **************************************END OF OPERATION DOCUMENTATION***************************************************** -->
+
}}
 +
{{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. |
 +
{{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}}
 +
}}
  
====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 ******************************************************** -->
+
====Email Notifications====        
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
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.
* Resolve Linked Requests
 
<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:bpmresolvelinkedrequest.png|thumb|link=https://wiki.hornbill.com/images/1/19/Bpmresolvelinkedrequest.png|Resolve Linked Requests]]
 
  
==== Resolve Linked Requests ====
+
{{BPMAutomation|EmailContact|Email Contact|
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. 
+
[[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|
  
==== Options ====
+
{{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'''
+
{{bullet1|Contact|Select a contact from the searchable pick list. Only contacts that have records stored in Hornbill will be available}}
:: This value is automatically applied.  Leave this setting as ''Auto''
+
{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}
:* '''Request Type'''
+
{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}
:: When set, only the request type that is selected will be resolved. When not set, all linked requests will be resolved
+
{{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}}
:* '''Status'''
+
{{bullet1|Email From|Select the email address that you want listed as the sender.}}
:: Select the status that you wish to set the linked requests to. Either '''Resolve''' or '''Close'''
+
{{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.}}
:* '''Visibility'''
+
{{bullet1|Email Template|Select the email template that you want to use for this email}}
:: 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|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
:* '''System Timeline Update'''
+
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
::Select if the default system text will be added to the timeline 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.}}
:* '''Manual Timeline Update'''
+
}}
::Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
+
 
:* '''Stop Timers'''
+
{{BPMAutomation|EmailCoworker|Email Co-worker|
:: If there are Service Level Target Timers (Response or Resolution) on the linked request, these timers will be stopped and the Target marked
+
[[File:bpmemailcoworker.png|thumb|link=https://wiki.hornbill.com/images/b/b3/Bpmemailcoworker.png]]|
:* '''Notify Owner'''
+
Use this node to send an email to a Co-worker that has a user account in Hornbill|
:: Notify the owner of any linked request when resolvedThe type of notification will be based on the Service Manager application settings
+
{{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.app.requests.notification.notificationType.teamLinkedRequestResolveAction'''
+
{{bullet1|Co-worker|Select a Co-worker from the searchable pick list. Only Co-workers that have accounts in Hornbill will be available}}
::: '''guest.app.requests.notification.notificationType.teamLinkedRequestResolveAction'''
+
{{bullet1|Co-worker (From Variable)|Set a Co-worker from a variable}}
:* '''Email Customer'''
+
{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}
:: Send an email to Customer of the linked requests. Requires that the Mailbox Name and Email Template are selected
+
{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}
:* '''Mailbox 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}}
:: Name of the mailbox from which to send a customer email when the Email Customer option is set to ''Yes''
+
{{bullet1|Email From|Select the email address that you want listed as the sender.}}
:* '''Email Template'''
+
{{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.}}
:: Name of the Email Template to use when the Email Customer option is set to ''Yes''
+
{{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}}
</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 updateChoosing 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>
+
}}
  
<!-- **************************************START OF UPDATE LINKED REQUESTS***************************************************** -->
+
{{BPMAutomation|EmailCustomer|Email Customer|
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
[[File:bpmemailcustomer.png|thumb|link=https://wiki.hornbill.com/images/2/23/Bpmemailcustomer.png]]|
* Update Linked Requests
+
Use this node to send an email to the customer that is associated to the request|
<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.}}
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+
{{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}}
|- valign="top"
+
{{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}}
|style="width:700px"|
+
{{bullet1|Email From|Select the email address that you want listed as the sender.}}
[[File:bpmupdatelinkedrequests.png|thumb|link=https://wiki.hornbill.com/images/6/64/Bpmupdatelinkedrequests.png|Update Linked Requests]]
+
{{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 Linked Requests ====
+
{{BPMAutomation|EmailCustomerManager|Email Customer 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.
+
[[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.}}
 +
}}
  
==== Options ====
+
{{BPMAutomation|EmailExternalAddress|Email External Address|
:* '''Request ID'''
+
[[File:bpmemailexternal.png|thumb|link=https://wiki.hornbill.com/images/4/4a/Bpmemailexternal.png]]|
:: This value is automatically appliedLeave this setting as ''Auto''
+
Use this node to send an email to one or more email addresses that are not available within Hornbill|
:* '''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.}}
:: Provide the text that you would like to include in the update
+
{{bullet1|External Addresses|Add one or more email addresses that are not held within HornbillMultiple 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.}}
:* '''Visibility'''
+
{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}
:* 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.
+
{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}
:* '''Request Type'''
+
{{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}}
:: Select a specific request type where only the linked requests of this type will be updated
+
{{bullet1|Email From|Select the email address that you want listed as the sender.}}
:* '''Update Closed Requests'''
+
{{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.}}
:: Set if the update should also be applied to any linked requests which have a closed status.
+
{{bullet1|Email Template|Select the email template that you want to use for this email}}
:* '''System Timeline Update'''
+
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
:: Select if the default system text will be added to the timeline for this action
+
{{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}}
:* '''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.}}
:: Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
+
}}
|}
 
</div>
 
</div>
 
</div>
 
<!-- **************************************END OF OPERATION***************************************************** -->
 
  
==== Log Requests ====
+
{{BPMAutomation|EmailOwner|Email Request Owner|
Use the Log Request to automatically raise another request at a particular point in the workflow.
+
[[File:bpmemailowner.png|thumb|link=https://wiki.hornbill.com/images/e/ea/Bpmemailowner.png]]|
<!-- ****************************************************** START OF OPERATION ***********************************************************  -->
+
Use this node to send an email to the owner of the request|
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" 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.}}
<div id="LogNewChange"></div>
+
{{bullet1|CC|Comma separated email addresses to send as Carbon Copy recipients}}
* Log New Change
+
{{bullet1|BCC|Comma separated email addresses to send as Blind Carbon Copy recipients}}
<div class="mw-collapsible-content">
+
{{bullet1|Mailbox Name|Select the Hornbill Mailbox from which you want this sent. If this is not set, it will use the default mailbox for the Service that the request has been raised under}}
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+
{{bullet1|Email From|Select the email address that you want listed as the sender.}}
::{|
+
{{bullet1|Email Template Entity|Select the Entity from which you want to use the associated Email Templates. For example select the Change Request Entity to use email templates that contain variables which are specific to this entity. Leave this as ''Auto'' to use the default ''Request'' entity.}}
|- valign="top"
+
{{bullet1|Email Template|Select the email template that you want to use for this email}}
|style="width:700px"|
+
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
[[File:bpmlognewchange.png|thumb|link=https://wiki.hornbill.com/images/d/da/Bpmlognewchange.png|Log New Change]]
+
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
:* '''Request ID'''
+
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
:: This is 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'''
+
====Get Request Information====
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description
+
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.
:* ''' 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.
+
{{BPMAutomation|Category_Details|Catagory Details|
:* ''' Catalog Item '''
+
[[File:bpmgetcategorydetails.png|thumb|link=]]|
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item. If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.
+
Use this automation to get information about the logging or closure categories. |
:* ''' Priority '''
+
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
:: 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.
+
{{BPMAutomation|Customer_Details|Customer Details|
:* ''' Team '''
+
[[File:bpmgetcustomerdetails.png|thumb|link=https://wiki.hornbill.com/images/3/3a/Bpmgetcustomerdetails.png]]|
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list
+
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.|
:* ''' Owner '''
+
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
:: 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
+
{{BPMAutomation|Source_Email_Details|Source Email Details|
:* ''' Status '''
+
[[File:bpmsourceemaildetails.png|thumb|link=https://wiki.hornbill.com/images/a/ad/Bpmsourceemaildetails.png]]|
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list
+
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.|
:* ''' Copy 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.}}
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''
+
}}
:* ''' Copy Summary? '''
+
 
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''
+
{{BPMAutomation|Organisation_Details|Organisation Details|
:* ''' Copy Description? '''
+
[[File:bpmorganisationdetails.png|thumb|link=https://wiki.hornbill.com/images/1/1c/Bpmorganisationdetails.png]]|
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''
+
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.|
:* ''' Copy 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.}}
:: 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''
+
{{BPMAutomation|GetRequestInfoOwner|Owner Details|
:* ''' Copy Category? '''
+
[[File:getrequestownerbpm.png|thumb|link=https://wiki.hornbill.com/images/8/8b/Getrequestownerbpm.png]]|
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''
+
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.|
:* ''' Copy 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.}}
:: 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''
+
{{BPMAutomation|GetRequestInfoRequestDetails|Request Details|
:* ''' Copy Site? '''
+
[[File:getrequestdetailsbpm.png|thumb|link=https://wiki.hornbill.com/images/b/bb/Getrequestdetailsbpm.png]]|
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''
+
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.| 
:* ''' Copy Status? '''
+
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
:: To 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''
+
{{BPMAutomation|Progessive_Capture_Answers|Progressive Capture Answers|
:* ''' System Timeline Update '''
+
[[File:bpmprogressivecaptureanswers.png|thumb|link=https://wiki.hornbill.com/images/d/d7/Bpmprogressivecaptureanswers.png]]|
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''
+
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. 
:* ''' 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.
+
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.|
:* ''' Visibility'''
+
{{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.}}
:: Set the Visibility of the Timeline Entry if one is provided.
+
}}
|}
+
 
</div>
+
{{BPMAutomation|Service_Details|Service Details|
</div>
+
[[File:bpmservicedetails.png|thumb|link=https://wiki.hornbill.com/images/1/10/Bpmservicedetails.png]]|
</div>
+
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.}}
 +
}}
 +
 
 +
{{BPMAutomation|GetRequestInfoRequestDetails|Site Details|
 +
[[File:getrequestsitebpm.png|thumb|link=https://wiki.hornbill.com/images/0/0a/Getrequestsitebpm.png]]|
 +
Use this operation when you need to use information held within a request for making decisions or to populate other BPM operations with this site details.  This operation will populate a number of variables that represent the site information held within a request.|
 +
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
 +
}}
 +
 
 +
{{BPMAutomation|GetTeamDetails|Team Details|
 +
[[File:getteamdetails.png|thumb|link=https://wiki.hornbill.com/images/a/a2/Getteamdetails.png]]|
 +
Use this operation when you need to get information about the team that the request is assigned to. This can be used for making decisions or to populate other BPM operations with this team details.  Team Manager and Team Lead information can also be returned to help with notifications and assignments for important requests.|
 +
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}}
 +
}}
 +
 
 +
====Integration====
 +
 
 +
Use the Integration node at any stage of a process, where you wish to invoke specific actions against a 3rd party application from the available list of applications.
  
<!-- ****************************************************** START OF OPERATION ***********************************************************  -->
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
<div id="LogNewIncident"></div>
 
* Log New Incident
 
<div class="mw-collapsible-content">
 
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
 
::{|
 
|- valign="top"
 
|style="width:700px"|
 
[[File:lognewincident.png|thumb|link=https://wiki.hornbill.com/images/6/65/Lognewincident.png|Log New Incident]]
 
:* '''Request ID'''
 
:: This is an automatic options and should be set to ''Auto''
 
:* ''' Summary'''
 
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
 
:* ''' Description'''
 
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description
 
:* ''' Service '''
 
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list.  If a Service is specified without a Catalog Item, the BPM workflow set against this request type on the Service Configuration will be used on the new request.
 
:* ''' Catalog Item '''
 
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item.  If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.
 
:* ''' Priority '''
 
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list
 
:* ''' Category '''
 
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.
 
:* ''' Team '''
 
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list
 
:* ''' Owner '''
 
:: To add an Owner to the new request, set to ''Manual'' and select start typing the name of the user and then select them from the pick list
 
:* ''' Site '''
 
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list
 
:* ''' Status '''
 
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list
 
:* ''' Copy Customer? '''
 
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Summary? '''
 
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Description? '''
 
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Service? '''
 
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Priority? '''
 
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Category? '''
 
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Team? '''
 
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Owner? '''
 
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Site? '''
 
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Status? '''
 
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Questions? '''
 
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' System Timeline Update '''
 
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''
 
:* ''' Manual Timeline Update '''
 
:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.
 
:* ''' Visibility'''
 
:: Set the Visibility of the Timeline Entry if one is provided.
 
|}
 
</div>
 
</div>
 
</div>
 
<!-- ****************************************************** START OF OPERATION *********************************************************** -->
 
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
<div id="LogNewKnownError"></div>
+
* Create Jira Request
* Log New Known Error
 
 
<div class="mw-collapsible-content">
 
<div class="mw-collapsible-content">
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+
::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:bmplognewke.png|thumb|link=https://wiki.hornbill.com/images/f/ff/Bmplognewke.png|Log New Known Error]]
+
*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.
:* '''Request ID'''
+
 
:: This is an automatic options and should be set to ''Auto''
+
The following options need to be Configured:
:* ''' Summary'''
+
 
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
+
*'''Request id:''' Leave as Auto to pick up on the Request id against which the process is running.
:* ''' Description'''
+
*'''Use App Settings:''' Set to Yes if you want to use the global values you can define in the system settings for Service Manager (Home > Service Manager > Application), select No if you want to manually set the values to use for this specific node.
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description
+
 
:* ''' Service '''
+
If selecting Yes, the following system settings will need to have been set and will be used:
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list. If a Service is specified without a Catalog Item, the BPM workflow set against this request type on the Service Configuration will be used on the new request.
+
 
:* ''' Catalog Item '''
+
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.issueType''': This is the Jira Issue type which will be created - Bug, Improvement, New Feature, Task or custom created on your Jira instance.
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item.  If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.
+
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.userName''': The Username of the account in Jira which the new request will be created under.
:* ''' Priority '''
+
:* '''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.
:: 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.projectName''': The Parent Project to which the new request will belong.
:* ''' Category '''
+
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.url''': The full URL for the Jira instance against which the new request will be created.
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.
+
 
:* ''' Team '''
+
If selecting No the following options will need to be manually set
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list
+
 
:* ''' Owner '''
+
*'''URL:''' The full URL for the Jira instance against which the new request will be created.
:: 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
+
*'''Project Name:''' The Parent Project to which the new request will belong.
:* ''' Site '''
+
*'''Issue Type:''' This is the Jira Issue type which will be created - Bug, Improvement, New Feature, Task or custom created on your Jira instance.
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list
+
*'''Username:''' The Username of the account in Jira which the new request will be created under.
:* ''' Status '''
+
*'''Password:''' The Password for the user account in Jira which the new request will be created under.
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list
+
 
:* ''' Copy Customer? '''
+
In either case the following can also be configured manually.
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''
+
 
:* ''' Copy Summary? '''
+
*'''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)
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''
+
[[File:Jira_Create.png|600px]]
:* ''' Copy Description? '''
+
</div>
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''
+
</div>
:* ''' Copy Service? '''
+
 
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''
+
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
:* ''' Copy Priority? '''
+
* Add Jira Request Comment
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''
+
<div class="mw-collapsible-content">
:* ''' Copy Category? '''
+
::Requests > Integration > Add Jira Request Comment
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''
+
[[File:Add_Jira_Comment.png|600px]]
:* ''' Copy Team? '''
+
 
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''
+
Add a comment to an existing Jira request.
:* ''' Copy Owner? '''
+
* 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.
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''
+
 
:* ''' Copy Site? '''
+
The following options need to be Configured:
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Status? '''
 
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Questions? '''
 
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' 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 *********************************************************** -->
+
*'''Request id:''' Leave as Auto to pick up on the Request id against which the process is running.
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
*'''Use App Settings:''' Set to Yes if you want to use the global values you can define in the system settings for Service Manager (Home > Service Manager > Application), select No if you want to manually set the values to use for this specific node.
<div id="LogNewProblem"></div>
+
 
* Log New Problem
+
If selecting Yes, the following system settings will need to have been set and will be used:
<div class="mw-collapsible-content">
+
 
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.userName''': The Username of the account in Jira which the new comment will be created under.
 +
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.password''': The Password for the user account in Jira which the new comment will be created under.
 +
:* '''guest.ui.app.com.hornbill.servicemanager.integration.jira.url''': The full URL for the Jira instance against which the new request comment will be added.
 +
 
 +
If selecting No the following options will need to be manually set
 +
 
 +
*'''URL:'''  The full URL for the Jira instance against which the new request will be created.
 +
*'''Username:''' The Username of the account in Jira which the new comment will be created under.
 +
*'''Password:''' The Password for the user account in Jira which the new request comment will be added.
 +
 
 +
In either case the following will also need to be configured manually.
 +
 
 +
*'''Comment:''' Configure the message content which will be added to the Jira Request
 +
*'''Update Timeline:''' Leave this as Auto if you want the Service Manager Request Timeline to be updated to record the fact that a comment has been added to a request in Jira, and for the timeline update to contain a hyperlink to the newly created comment in the Jira request (as shown below)
 +
[[File:Jira_Comment.png|600px]]
 +
 
 +
This will add the Comment into the '''Comments''' tab of the Activity section on the Jira request as shown below.
 +
[[File:Jira_Comment_Jira.png|600px]]
 +
</div>
 +
</div>
 +
 
 +
->
 +
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 +
<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;">
 
::{|
 
::{|
 
|- valign="top"
 
|- valign="top"
 
|style="width:700px"|
 
|style="width:700px"|
[[File:bmplognewproblem.png|thumb|link=https://wiki.hornbill.com/images/b/bb/Bmplognewproblem.png|Log New Problem]]
+
[[File:bpmintegrationrequest.png|thumb|link=https://wiki.hornbill.com/images/a/a6/Bpmintegrationrequest.png|Log New Request]]
:* '''Request ID'''
+
==== Log New Service Request ====
:: This is an automatic options and should be set to ''Auto''
+
This node can be used by other Hornbill apps to raise requests within Service Manager. 
 +
==== Options ====
 
:* ''' Summary'''  
 
:* ''' Summary'''  
 
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
 
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
Line 1,876: Line 1,847:
 
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description  
 
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description  
 
:* ''' Service '''
 
:* ''' Service '''
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list.  If a Service is specified without a Catalog Item, the BPM workflow set against this request type on the Service Configuration will be used on the new request.
+
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list
 
:* ''' Catalog Item '''
 
:* ''' Catalog Item '''
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item.  If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.
+
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item
 
:* ''' Priority '''
 
:* ''' Priority '''
 
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list
 
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list
Line 1,891: Line 1,862:
 
:* ''' Status '''
 
:* ''' Status '''
 
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list  
 
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list  
:* ''' Copy Customer? '''
+
:* '''System Timeline Update'''
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Summary? '''
 
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Description? '''
 
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Service? '''
 
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Priority? '''
 
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Category? '''
 
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Team? '''
 
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Owner? '''
 
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Site? '''
 
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Status? '''
 
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Questions? '''
 
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' System Timeline Update '''
 
 
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''
 
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''
 
:* ''' Manual Timeline Update '''
 
:* ''' Manual Timeline Update '''
Line 1,924: Line 1,873:
 
</div>
 
</div>
  
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+
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
====Linked Requests====
<div id="LogNewRelease"></div>
+
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. 
* Log New Release
+
 
 +
 
 +
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 +
* Resolve Linked Requests
 
<div class="mw-collapsible-content">
 
<div class="mw-collapsible-content">
 
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
 
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
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|- valign="top"
 
|- valign="top"
 
|style="width:700px"|
 
|style="width:700px"|
[[File:bmplognewrelease.png|thumb|link=https://wiki.hornbill.com/images/e/ea/Bmplognewrelease.png|Log New Release]]
+
[[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'''
 
:* '''Request ID'''
:: This is an automatic options 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''
+
</div>
:* ''' Copy Description? '''
+
</div>
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''
+
</div>
:* ''' Copy Service? '''
 
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Priority? '''
 
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Category? '''
 
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Team? '''
 
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Owner? '''
 
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Site? '''
 
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Status? '''
 
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Questions? '''
 
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' System Timeline Update '''
 
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''
 
:* ''' Manual Timeline Update '''
 
:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.
 
:* ''' Visibility'''
 
:: Set the Visibility of the Timeline Entry if one is provided.
 
|}
 
</div>
 
</div>
 
</div>
 
  
<!-- ****************************************************** START OF OPERATION *********************************************************** -->
 
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
<div id="LogNewRequest"></div>
+
* Update Linked Requests
* Log New Request
 
 
<div class="mw-collapsible-content">
 
<div class="mw-collapsible-content">
 
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
 
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
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|- valign="top"
 
|- valign="top"
 
|style="width:700px"|
 
|style="width:700px"|
[[File:bmplognewrequest.png|thumb|link=https://wiki.hornbill.com/images/0/05/Bmplognewrequest.png|Log New Request]]
+
[[File:bpmupdatelinkedrequests.png|thumb|link=https://wiki.hornbill.com/images/6/64/Bpmupdatelinkedrequests.png|Update Linked Requests]]
:* '''Request ID'''
+
 
:: This is an automatic options and should be set to ''Auto''
+
==== Update Linked Requests ====
:* ''' Summary'''
+
This option allows you at specific times in a process to update linked requestsThe 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 updatedFor example you may only want the Incidents from the Problem to receive the update, and not the Change, which the Problem is also linked too.
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
+
 
:* ''' Description'''
+
==== Options ====
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description
+
:* '''Request ID'''
:* ''' Service '''
+
:: This value is automatically applied.  Leave this setting as ''Auto''
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick listIf a Service is specified without a Catalog Item, the BPM workflow set against this request type will be used on the new request.
+
:* '''Content'''
:* ''' Catalog Item '''
+
:: Provide the text that you would like to include in the update
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog ItemIf both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.
+
:* '''Visibility'''
:* ''' Priority '''
+
:* Set the visibility level for the update. Decide if this is only for the team, or if it should be a customer facing update which the customer can view via the timeline of the requests on the portals.
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list
+
:* '''Request Type'''
:* ''' Category '''
+
:: Select a specific request type where only the linked requests of this type will be updated
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.
+
:* '''Update Closed Requests'''
:* ''' Team '''
+
:: Set if the update should also be applied to any linked requests which have a closed status.
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list
+
:* '''System Timeline Update'''
:* ''' Owner '''
+
:: Select if the default system text will be added to the timeline for this action
:: To add an Owner to the new request, set to ''Manual'' and select start typing the name of the user and then select them from the pick list
+
:* '''Manual Timeline Update'''  
:* ''' Site '''
+
:: Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list
 
:* ''' Status '''
 
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list
 
:* ''' Copy Customer? '''
 
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Summary? '''
 
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Description? '''
 
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Service? '''
 
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Priority? '''
 
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Category? '''
 
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Team? '''
 
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Owner? '''
 
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Site? '''
 
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Status? '''
 
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' Copy Questions? '''
 
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''
 
:* ''' 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>
Line 2,055: Line 1,953:
  
  
{{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.}}
 
<!-- ****************************************************************************************************************************** -->
 
<!-- *                                                                                                                            * -->
 
<!-- *                                                    Questions                                                              * -->
 
<!-- *                                                                                                                            * -->
 
<!-- ****************************************************************************************************************************** -->
 
  
=== Questions ===
+
==== Log Requests ====
<!-- ****************************************************************************************************************************** -->
+
Use the Log Request to automatically raise another request at a particular point in the workflow.  
<!-- *                                                    Delete Questions                                                        * -->
 
<!-- ****************************************************************************************************************************** -->
 
{{BPMAutomation|Delete_Questions|Delete Questions|
 
[[File:bpmdeletequestions.png|thumb|link=https://wiki.hornbill.com/images/2/26/Bpmdeletequestions.png]]|
 
This Hornbill Automation will delete the entire Questions section on a request.  This can be used to remove this information once it has performed its use and it no longer required.  |
 
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
 
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
 
{{bullet1|Timeline Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
 
}}
 
 
 
<!-- ****************************************************************************************************************************** -->
 
<!-- *                                                                                                                            * -->
 
<!-- *                                                    Request Service                                                        * -->
 
<!-- *                                                                                                                            * -->
 
<!-- ****************************************************************************************************************************** -->
 
 
 
===Request Service===
 
  
Use the Request Service node, if you wish to automate the availability status setting of the service associated to a request.  It can be useful to automate the settings of of a services availability status to both the support community and the subscribed customers of a service, both when a request has been raised and or when it has been resolved, and normal service and availability is resumed.
 
<!-- ****************************************************************************************************************************** -->
 
<!-- *                                                    Update Service Status                                                  * -->
 
<!-- ****************************************************************************************************************************** -->
 
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
* Update Service Status
+
<div id="LogNewChange"></div>
 +
* Log New Change
 
<div class="mw-collapsible-content">
 
<div class="mw-collapsible-content">
:* '''Request ID''' - This is an automatic options and should be set to ''Auto''
+
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
:* '''Status''' - Select the Status to set the Service's Availability too, or choose No Status if no Status is required to be displayed for the Service.
+
::{|
:* '''Status Message''' - An optional message to be displayed alongside the Status - this will be visible to both analysts supporting the service, and customers subscribed to the service.
+
|- valign="top"
[[File:Update_Request_Service_Status.png|centre|600px]]
+
|style="width:700px"|
</div>
+
[[File:bpmlognewchange.png|thumb|link=https://wiki.hornbill.com/images/d/da/Bpmlognewchange.png|Log New Change]]
</div>
+
:* '''Request ID'''
 
+
:: This is an automatic option and should be set to ''Auto''
<!-- ****************************************************************************************************************************** -->
+
:* ''' Summary'''
<!-- *                                                                                                                           * -->
+
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
<!-- *                                                    Suspend Requests                                                        * -->
+
:* ''' 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}}
===Suspend===
+
:* ''' 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.
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.
+
:* ''' 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.
<!-- *                                                   Await Expiry                                                            * -->
+
:* ''' Priority '''
<!-- ****************************************************************************************************************************** -->
+
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list
{{BPMAutomation|Await_Expiry|Await Expiry|
+
:* ''' Category '''
[[File:bpmwaitforexpiry.png|thumb|link=https://wiki.hornbill.com/images/2/29/Bpmwaitforexpiry.png]]|
+
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.
Use this suspend node to suspend a Request's workflow until the expire period has been reached.|
+
:* ''' Change Type'''
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+
:: To set a Change Type, set to ''Manual'' and select the change type from the pick list
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+
:* ''' Team '''
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue. If you wish to use a date/time for expiry, set this option to "ignore" and set the'Expire Date/Time' option below instead.}}
+
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list
{{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.}}
+
:* ''' Owner '''
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+
:: 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|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+
:* ''' Site '''
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+
:* ''' Status '''
}}
+
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list
<!-- ****************************************************************************************************************************** -->
+
:* ''' Copy Customer? '''
<!-- *                                              Wait for List of Request Authorisers                                          * -->
+
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''
<!-- ****************************************************************************************************************************** -->
+
:* ''' Copy Summary? '''
{{BPMAutomation|Wait_for_Request_Authorisers|Wait for List of Request Authorisers|
+
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''
[[File:bpmwaitforlistofapprovers.png|thumb|link=https://wiki.hornbill.com/images/8/89/Bpmwaitforlistofapprovers.png]]|
+
:* ''' Copy Description? '''
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'')|
+
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''
{{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}}
+
:* ''' Copy Service? '''
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}
+
:* ''' Copy Priority? '''
{{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.}}
+
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''
{{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}}
+
:* ''' Copy Category? '''
{{bullet1|Service Owner|Selecting ''Yes'' will automatically include the owner of the service that the requests is raised against, to the list of authorizers}}
+
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''
{{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}}
+
:* ''' Copy Team? '''
{{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}}
+
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+
:* ''' Copy Owner? '''
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+
:* ''' Copy Site? '''
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''
 
+
:* ''' Copy Status? '''
:[[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.
+
:: 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''
<!-- *                                                  Wait for Request Closure                                                * -->
+
{{Bullet1|Copy Assets|Copy the assets that are associated to the original request. Set to ''Manual'' and select ''Yes''}}
<!-- ****************************************************************************************************************************** -->
+
:* ''' System Timeline Update '''
{{BPMAutomation|Wait_for_Request_Closure|Wait for Request Closure|
+
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes''
[[File:bpmwaitforclosure.png|thumb|link=https://wiki.hornbill.com/images/0/0a/Bpmwaitforclosure.png]]|
+
:* ''' Manual Timeline Update '''
Use this Hornbill Automation to suspend a Request's workflow until the request has a status of ''closed''.|
+
:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.
{{bullet1|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}}
+
:* ''' Visibility'''
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+
:: Set the Visibility of the Timeline Entry if one is provided.
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}
+
|}
{{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".}}
+
</div>
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+
</div>
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+
 
}}
+
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
<!-- ****************************************************************************************************************************** -->
+
<div id="LogNewIncident"></div>
<!-- *                                              Wait for Request Closure Category                                            * -->
+
* Log New Incident
<!-- ****************************************************************************************************************************** -->
+
<div class="mw-collapsible-content">
{{BPMAutomation|Wait_for_Request_Closure_Category|Wait for Request Closure Category|
+
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
[[File:bpmwaitforclosurecategory.png|thumb|link=https://wiki.hornbill.com/images/2/2b/Bpmwaitforclosurecategory.png]]|
+
::{|
Use this Hornbill Automation to suspend a Request's workflow until the Closure Category has been set.|
+
|- valign="top"
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+
|style="width:700px"|
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+
[[File:lognewincident.png|thumb|link=https://wiki.hornbill.com/images/6/65/Lognewincident.png|Log New Incident]]
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}
+
:* '''Request ID'''
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+
:: This is an automatic options and should be set to ''Auto''
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+
:* ''' Summary'''
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+
:* ''' 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}}
<!-- *                                                  Wait for Customer                                                        * -->
+
{{bullet1|Customer (Contact)| The ID of the Contact to assign to the request}}
<!-- ****************************************************************************************************************************** -->
+
:* ''' Service '''
{{BPMAutomation|Wait_for_Customer|Wait for Customer|
+
:: 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.
[[File:bpmwaitforcustomer.png|thumb|link=https://wiki.hornbill.com/images/a/a2/Bpmwaitforcustomer.png]]|
+
:* ''' Catalog Item '''
Use this Hornbill Automation to suspend a Request's workflow until the Customer has been set.|
+
:: 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.
{{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}}
+
:* ''' Priority '''
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}
+
:* ''' Category '''
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+
:* ''' Team '''
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+
:* ''' 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 '''
<!-- *                                                    Wait for Feedback                                                    * -->
+
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list
<!-- ***************************************************************************************************************************** -->
+
:* ''' Status '''
{{BPMAutomation|SuspendAndWaitForFeedback|Wait for Feedback|
+
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list
[[File:bpmswaitforfeedback.png|thumb|link=https://wiki.hornbill.com/images/8/83/Bpmswaitforfeedback.png]]|
+
:* ''' Copy Customer? '''
Use this Hornbill Automation to suspend a Request's workflow until the Customer has provided feedback on the request.|
+
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''
{{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}}
+
:* ''' Copy Summary? '''
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}
+
:* ''' Copy Description? '''
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+
:* ''' Copy Service? '''
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+
:* ''' Copy Priority? '''
}}
+
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''
<!-- ************************************************************************************************************** -->
+
:* ''' Copy Category? '''
<!-- *                                          Wait for Request Description                                      * -->
+
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''
<!-- ************************************************************************************************************** -->
+
:* ''' Copy Team? '''
{{BPMAutomation|Wait_for_Request_Description|Wait for Request Description|
+
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''
[[File:bpmwaitfordescription.png|thumb|link=https://wiki.hornbill.com/images/a/ad/Bpmwaitfordescription.png]]|
+
:* ''' Copy Owner? '''
Use this Hornbill Automation to suspend a Request's workflow until a description has been provided on the request.|
+
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''
{{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}}
+
:* ''' Copy Site? '''
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}
+
:* ''' Copy Status? '''
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+
:* ''' Copy Questions? '''
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+
{{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''
<!-- *                                              Wait for Request Email                                        * -->
+
:* ''' Manual Timeline Update '''
<!-- ************************************************************************************************************** -->
+
:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.
{{BPMAutomation|waitForRequestEmail|Wait for Request Email|
+
:* ''' Visibility'''
[[File:bpmwaitforrequestemail.png|thumb|link=https://wiki.hornbill.com/images/a/a1/Bpmwaitforrequestemail.png]]|
+
:: Set the Visibility of the Timeline Entry if one is provided.
Use this Hornbill Automation to suspend a Request's workflow until an email has been sent from the request.|
+
|}
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
+
</div>
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+
</div>
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}
+
</div>
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+
 
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+
{{BPMAutomation|LogNewKnownError|Log New Known Error|
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+
[[File:Log_New_Known_Error.png|thumb|link=https://wiki.hornbill.com/images/c/c6/Log_New_Known_Error.png]]|
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+
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}}
<!-- *                                                Wait for External Reference                                              * -->
+
{{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.}}
{{BPMAutomation|Wait_for_External_Reference|Wait for External Reference|
+
{{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.}}
[[File:bpmwaitforexternalreference.png|thumb|link=https://wiki.hornbill.com/images/9/9c/Bpmwaitforexternalreference.png]]|
+
{{bullet1|Priority|To add a Priority to the new known error, set to ''Manual'' and select a Priority from the pick list}}
Use this Hornbill Automation to suspend a Request's workflow until an external reference has been provided.|
+
{{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|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|To add a Team to the new know error, set to ''Manual'' and select a team from the pick list}}
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+
{{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|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}
+
{{bullet1|Site|To add a Site to the new know error, set to ''Manual'' and select a Site from the pick list}}
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+
{{bullet1|Status|To set the status on the new request, set to ''Manual'' and select a status from the pick list}}
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+
{{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|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+
{{bullet1|Workaround|To add a workaround to the known error, set to ''Manual'' and provide the workaround text or set using a variable}}
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+
{{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''}}
<!-- *                                                  Wait for Impact Assessment                                              * -->
+
{{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''}}
{{BPMAutomation|Wait_for_Impact_Assessment|Wait for Impact Assessment|
+
{{bullet1|Copy Category?|To use the same Category as the originating request, set to ''Manual'' and select ''Yes''}}
[[File:bpmwaitforimpactassessment.png|thumb|link=https://wiki.hornbill.com/images/c/c9/Bpmwaitforimpactassessment.png]]|
+
{{bullet1|Copy Team?|To use the same Team as the originating request, set to ''Manual'' and select ''Yes''}}
Use this Hornbill Automation to suspend a Request's workflow until an Impact Assessment has been completed|
+
{{bullet1|Copy Owner? |To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''}}
{{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|Copy Site?|To use the same Site as the originating request, set to ''Manual'' and select ''Yes''}}
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
+
{{bullet1|Copy Status?|To use the same Status as the originating request, set to ''Manual'' and select ''Yes''}}
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}
+
{{bullet1|Copy Questions?|To use the same answers to the questions section from the originating request, set to ''Manual'' and select ''Yes''}}
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
+
{{bullet1|Copy Root Cause?|To use the same Root Cause as the originating problem record, set to ''Manual'' and select ''Yes''}}
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
+
{{bullet1|Copy Workaround?|To use the same Workaround as the originating problem record, set to ''Manual'' and select ''Yes''}}
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
+
{{Bullet1|Copy Assets|Copy the assets that are associated to the original request. Set to ''Manual'' and select ''Yes''}}
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
+
{{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.}}
<!-- *                                                  Wait for Linked Asset                                                    * -->
 
<!-- ***************************************************************************************************************************** -->
 
{{BPMAutomation|Wait_for_Linked_Assets|Wait for Linked Assets|
 
[[File:bpmwaitforlinkedassets.png|thumb|link=https://wiki.hornbill.com/images/d/df/Bpmwaitforlinkedassets.png]]|
 
Use this Hornbill Automation to suspend a Request's workflow until one or more Assets have been linked to the request|
 
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}
 
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 
}}
 
<!-- ************************************************************************************************************** -->
 
<!-- *                                          Wait for Linked Request Update                                  * -->
 
<!-- ************************************************************************************************************** -->
 
{{BPMAutomation|waitForLinkedRequestUpdate|Wait for Linked Request Update|
 
[[File:bpmwaitforlinkedrequestupdate.png|thumb|link=https://wiki.hornbill.com/images/f/fc/Bpmwaitforlinkedrequestupdate.png]]|
 
Use this Hornbill Automation to suspend a Request's workflow until an update has been made on a linked request.|
 
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 
{{bullet1|Request Type|This limits the suspend to only wait for updates from linked requests of the selected type}}
 
{{bullet1|Linked Request ID|This limits the suspend to only wait for updates from a linked request with provided Request ID.  This can use variables to automatically populate this information.}}
 
{{bullet1|Contains|Include a string of text which will match the text within the linked request's timeline}}
 
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}
 
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 
}}
 
<!-- ***************************************************************************************************************************** -->
 
<!-- *                                                    Wait for Linked Services                                              * -->
 
<!-- ***************************************************************************************************************************** -->
 
{{BPMAutomation|Wait_for_Linked_Services|Wait for Linked Services|
 
[[File:bpmwaitforlinkedservice.png|thumb|link=https://wiki.hornbill.com/images/6/61/Bpmwaitforlinkedservice.png]]|
 
Use this Hornbill Automation to suspend a Request's workflow until an external reference has been provided.|
 
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}
 
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 
}}
 
<!-- ****************************************************************************************************************************** -->
 
<!-- *                                                  Wait for New Request Owner                                              * -->
 
<!-- ****************************************************************************************************************************** -->
 
{{BPMAutomation|Wait_for_New_Request_Owner|Wait for New Request Owner|
 
[[File:bpmwaitfornewrequestowner.png|thumb|link=https://wiki.hornbill.com/images/5/54/Bpmwaitfornewrequestowner.png]]|
 
Use this Hornbill Automation to suspend a Request's workflow until the ownership of the request has been changed from one owner to another.|
 
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}
 
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 
}}
 
<!-- ****************************************************************************************************************************** -->
 
<!-- *                                                  Wait for Request Off Hold                                                * -->
 
<!-- ****************************************************************************************************************************** -->
 
{{BPMAutomation|Wait_for_Request_Off_Hold|Wait for Request Off Hold|
 
[[File:bpmwaitforoffhold.png|thumb|link=https://wiki.hornbill.com/images/3/3d/Bpmwaitforoffhold.png]]|
 
Use this Hornbill Automation to suspend a Request's workflow until the request status has come off hold.|
 
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}
 
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 
}}
 
<!-- ****************************************************************************************************************************** -->
 
<!-- *                                                  Wait for Request Owner                                                  * -->
 
<!-- ****************************************************************************************************************************** -->
 
{{BPMAutomation|Wait_for_Request_Owner|Wait for Request Owner|
 
[[File:bpmwaitforowner.png|thumb|link=https://wiki.hornbill.com/images/e/ec/Bpmwaitforowner.png]]|
 
Use this Hornbill Automation to suspend a Request's workflow until an owner has been assigned to the request.|
 
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}
 
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 
}}
 
<!-- ****************************************************************************************************************************** -->
 
<!-- *                                                  Wait for Request Priority                                                * -->
 
<!-- ****************************************************************************************************************************** -->
 
{{BPMAutomation|Wait_for_Request_Priority|Wait for Request Priority|
 
[[File:bpmwaitforpriority.png|thumb|link=https://wiki.hornbill.com/images/b/b5/Bpmwaitforpriority.png]]|
 
Use this Hornbill Automation to suspend a Request's workflow until a priority has been set on the request.|
 
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}
 
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 
}}
 
<!-- ****************************************************************************************************************************** -->
 
<!-- *                                                  Wait for Request Category                                                * -->
 
<!-- ****************************************************************************************************************************** -->
 
{{BPMAutomation|Wait_for_Request_Category|Wait for Request Category|
 
[[File:bpmwaitforrequestcategory.png|thumb|link=https://wiki.hornbill.com/images/b/b2/Bpmwaitforrequestcategory.png]]|
 
Use this Hornbill Automation to suspend a Request's workflow until a category has been set on the request.|
 
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}
 
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 
}}
 
<!-- ****************************************************************************************************************************** -->
 
<!-- *                                                  Wait for Request Resolution                                              * -->
 
<!-- ****************************************************************************************************************************** -->
 
{{BPMAutomation|Wait_for_Request_Resolution|Wait for Request Resolution|
 
[[File:bpmwaitforrequestresolution.png|thumb|link=https://wiki.hornbill.com/images/f/f5/Bpmwaitforrequestresolution.png]]|
 
Use this Hornbill Automation to suspend a Request's workflow until the request status has been set to resolved.|
 
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}
 
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 
}}
 
<!-- ****************************************************************************************************************************** -->
 
<!-- *                                                      Wait for Request Site                                                * -->
 
<!-- ****************************************************************************************************************************** -->
 
{{BPMAutomation|Wait_for_Request_Site|Wait for Request Site|
 
[[File:bpmwaitforrequestsite.png|thumb|link=https://wiki.hornbill.com/images/4/4b/Bpmwaitforrequestsite.png]]|
 
Use this Hornbill Automation to suspend a Request's workflow until a site has been linked to the request.|
 
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}
 
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 
}}
 
<!-- ****************************************************************************************************************************** -->
 
<!-- *                                                      Wait for Status Change                                              * -->
 
<!-- ****************************************************************************************************************************** -->
 
{{BPMAutomation|Wait_for_Status_Change|Wait for Status Change|
 
[[File:bpmwaitforstatuschange.png|thumb|link=https://wiki.hornbill.com/images/0/04/Bpmwaitforstatuschange.png]]|
 
Use this Hornbill Automation to suspend a Request's workflow until the status of the request has changed from one status to another.|
 
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 
{{bullet1|From Status|The workflow will only continue when the request is changed from this status}}
 
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}
 
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 
}}
 
<!-- ****************************************************************************************************************************** -->
 
<!-- *                                                      Wait for Request Summary                                              * -->
 
<!-- ****************************************************************************************************************************** -->
 
{{BPMAutomation|Wait_for_Request_Summary|Wait for Request Summary|
 
[[File:bpmwaitforrequestsummary.png|thumb|link=https://wiki.hornbill.com/images/4/47/Bpmwaitforrequestsummary.png]]|
 
Use this Hornbill Automation to suspend a Request's workflow until the summary has bee set against the request|
 
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}
 
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 
}}
 
<!-- ****************************************************************************************************************************** -->
 
<!-- *                                                  Wait for Request Team                                                    * -->
 
<!-- ****************************************************************************************************************************** -->
 
{{BPMAutomation|Wait_for_Request_Team|Wait for Request Team|
 
[[File:bpmwaitforrequestteam.png|thumb|link=https://wiki.hornbill.com/images/4/46/Bpmwaitforrequestteam.png]]|
 
Use this Hornbill Automation to suspend a Request's workflow until an team has been assigned to the request.|
 
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}
 
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 
}}
 
<!-- ****************************************************************************************************************************** -->
 
<!-- *                                                  Wait for Request Update                                                  * -->
 
<!-- ****************************************************************************************************************************** -->
 
{{BPMAutomation|Wait_for_Request_Update|Wait for Request Update|
 
[[File:bpmwaitforrequestupdate.png|thumb|link=https://wiki.hornbill.com/images/c/c2/Bpmwaitforrequestupdate.png]]|
 
Use this Hornbill Automation to suspend a Request's workflow until an update, using the Update Action has been added to the request.|
 
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 
{{bullet1|Expire Period|The length of time to wait, based on the Working Time Calendar, until the node expires and the workflow will automatically continue.}}
 
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 
 
}}
 
}}
  
<!-- ****************************************************************************************************************************** -->
 
<!-- *                                                                                                                            * -->
 
<!-- *                                                      Update Request                                                        * -->
 
<!-- *                                                                                                                            * -->
 
<!-- ****************************************************************************************************************************** -->
 
 
===Update Request===
 
 
Use the Update Request node to automatically update the values of specific Request attributes at any stage in the process.  Examples being updating the Logging or Closing Categories of a Request.
 
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
* Logging Category
+
<div id="LogNewProblem"></div>
 +
* Log New Problem
 +
<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: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''
 +
:* ''' Summary'''
 +
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
 +
:* ''' Description'''
 +
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description
 +
:* ''' Service '''
 +
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list.  If a Service is specified without a Catalog Item, the BPM workflow set against this request type on the Service Configuration will be used on the new request.
 +
:* ''' Catalog Item '''
 +
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item.  If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.
 +
:* ''' Priority '''
 +
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list
 +
:* ''' Category '''
 +
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.
 +
:* ''' Team '''
 +
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list
 +
:* ''' Owner '''
 +
:: To add an Owner to the new request, set to ''Manual'' and select start typing the name of the user and then select them from the pick list
 +
:* ''' Site '''
 +
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list
 +
:* ''' Status '''
 +
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list
 +
:* ''' Copy Customer? '''
 +
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''
 +
:* ''' Copy Summary? '''
 +
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''
 +
:* ''' Copy Description? '''
 +
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''
 +
:* ''' Copy Service? '''
 +
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''
 +
:* ''' Copy Priority? '''
 +
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''
 +
:* ''' Copy Category? '''
 +
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''
 +
:* ''' Copy Team? '''
 +
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''
 +
:* ''' Copy Owner? '''
 +
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''
 +
:* ''' Copy Site? '''
 +
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''
 +
:* ''' Copy Status? '''
 +
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
 +
:* ''' Copy Questions? '''
 +
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''
 +
{{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''
 +
:* ''' Manual Timeline Update '''
 +
:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.
 +
:* ''' Visibility'''
 +
:: Set the Visibility of the Timeline Entry if one is provided.
 +
|}
 +
</div>
 +
</div>
 +
</div>
 +
 
 +
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 +
<div id="LogNewRelease"></div>
 +
* Log New Release
 +
<div class="mw-collapsible-content">
 +
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
 +
::{|
 +
|- valign="top"
 +
|style="width:700px"|
 +
[[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''
 +
:* ''' Summary'''
 +
:: To add a summary to the new request, set to ''Manual'' and provide the required text for the summary
 +
:* ''' Description'''
 +
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description
 +
:* ''' Service '''
 +
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list.  If a Service is specified without a Catalog Item, the BPM workflow set against this request type on the Service Configuration will be used on the new request.
 +
:* ''' Catalog Item '''
 +
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item.  If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.
 +
:* ''' Priority '''
 +
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list
 +
:* ''' Category '''
 +
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector.
 +
{{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
 +
:* ''' Owner '''
 +
:: To add an Owner to the new request, set to ''Manual'' and select start typing the name of the user and then select them from the pick list
 +
:* ''' Site '''
 +
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list
 +
:* ''' Status '''
 +
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list
 +
:* ''' Copy Customer? '''
 +
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''
 +
:* ''' Copy Summary? '''
 +
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''
 +
:* ''' Copy Description? '''
 +
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''
 +
:* ''' Copy Service? '''
 +
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''
 +
:* ''' Copy Priority? '''
 +
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''
 +
:* ''' Copy Category? '''
 +
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''
 +
:* ''' Copy Team? '''
 +
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''
 +
:* ''' Copy Owner? '''
 +
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''
 +
:* ''' Copy Site? '''
 +
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''
 +
:* ''' Copy Status? '''
 +
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
 +
:* ''' Copy Questions? '''
 +
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes''
 +
{{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''
 +
:* ''' Manual Timeline Update '''
 +
:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.
 +
:* ''' Visibility'''
 +
:: Set the Visibility of the Timeline Entry if one is provided.
 +
|}
 +
</div>
 +
</div>
 +
</div>
 +
 
 +
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 +
<div id="LogNewRequest"></div>
 +
* Log New Request
 
<div class="mw-collapsible-content">
 
<div class="mw-collapsible-content">
::Requests > Update Request > Logging Category
+
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
 
+
::{|
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.
+
|- valign="top"
 
+
|style="width:700px"|
[[File:updateRequestCategoryNew.jpg|700px]]
+
[[File:bmplognewrequest.png|thumb|link=https://wiki.hornbill.com/images/0/05/Bmplognewrequest.png|Log New Request]]
:* '''Category''' - This option will prompt you to select a Category. If supplied, "Category (From Variable)" option will be ignored.
+
:* '''Request ID'''
:* '''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.
+
:: This is an automatic options and should be set to ''Auto''
:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action
+
:* ''' Summary'''  
:* '''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 add a summary to the new request, set to ''Manual'' and provide the required text for the summary
:* '''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.  
+
:* ''' Description'''
</div>
+
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description
</div>
+
{{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}}
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
:* ''' Service '''
* Closure Category
+
:: 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.
<div class="mw-collapsible-content">
+
:* ''' Catalog Item '''
::Requests > Update Request > Closure Category
+
:: To add a Catalog Item to the new request, set to ''Manual'' and provide the name of the Catalog Item.  If both a Service and Catalog Item are specified, the BPM workflow set against the Catalog item will be used on the new request.
 
+
:* ''' Priority '''
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. 
+
:: To add a Priority to the new request, set to ''Manual'' and select a Priority from the pick list
 
+
:* ''' Category '''
[[File:Closure_Category.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.
:* '''Category''' - This option will prompt you to select a Category. If supplied, "Category (From Variable)" option will be ignored.
+
:* ''' Team '''
:* '''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.
+
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list
:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action
+
:* ''' Owner '''
:* '''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 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
:* '''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 '''
</div>
+
:: To add a Site to the new request, set to ''Manual'' and select a Site from the pick list
</div>
+
:* ''' Status '''
 
+
:: To set the status on the new request, set to ''Manual'' and select a status from the pick list
<!-- ******************************************************************************************* -->
+
:* ''' Copy Customer? '''
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
:: To use the same Customer as the originating request, set to ''Manual'' and select ''Yes''
<div id="UpdateCustomer"></div>
+
:* ''' Copy Summary? '''
* Update Customer
+
:: To use the same Summary as the originating request, set to ''Manual'' and select ''Yes''
<div class="mw-collapsible-content">
+
:* ''' Copy Description? '''
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+
:: To use the same Description as the originating request, set to ''Manual'' and select ''Yes''
::{|
+
:* ''' Copy Service? '''
|- valign="top"
+
:: To use the same Service as the originating request, set to ''Manual'' and select ''Yes''
|style="width:700px"|
+
:* ''' Copy Priority? '''
[[File:bpmupdatecustomer.png|thumb|Update Customer|link=https://wiki.hornbill.com/images/f/f5/Bpmupdatecustomer.png]]
+
:: To use the same Priority as the originating request, set to ''Manual'' and select ''Yes''
==== Update Customer ====
+
:* ''' Copy Category? '''
Use this node to automatically add or update a request with a Customer
+
:: To use the same Category as the originating request, set to ''Manual'' and select ''Yes''
==== Options ====
+
:* ''' Copy 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}}
+
:: To use the same Team as the originating request, set to ''Manual'' and select ''Yes''
{{Bullet1|Co-Worker|Select a Co-worker that will be used as the customer of the request}}
+
:* ''' Copy Owner? '''
{{Bullet1|Contact|Select a Contact that will be used as the customer of the request}}
+
:: To use the same Owner as the originating request, set to ''Manual'' and select ''Yes''
{{Bullet1|Co-worker (From Variable)|Use a variable to populated the customer, based on a Co-worker ID}}
+
:* ''' Copy Site? '''
{{Bullet1|Contact (From Variable)|Use a variable to populate the customer, based on a contact ID}}
+
:: To use the same Site as the originating request, set to ''Manual'' and select ''Yes''
{{Bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action}}
+
:* ''' Copy Status? '''
{{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}}
+
:: To use the same Status as the originating request, set to ''Manual'' and select ''Yes''
{{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.}}
+
:* ''' 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''
 +
:* ''' Manual Timeline Update '''
 +
:: To provide a unique Timeline Update in the new request, set to ''Manual'' and click on the edit button to open the text window to add your unique timeline entry.
 +
:* ''' Visibility'''
 +
:: Set the Visibility of the Timeline Entry if one is provided.
 
|}
 
|}
 
</div>
 
</div>
 
</div>
 
</div>
 
</div>
 
</div>
<!-- **************************************END OF OPERATION DOCUMENTATION***************************************************** -->
 
  
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
* Custom Fields
 
<div class="mw-collapsible-content">
 
::Requests > Update Request > Custom Fields
 
  
This provides the ability to update any or all of the custom fields of a request. The input box is single line only and values should be restricted to 255 characters which is the defined max length for all custom fieldsWhen 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.  
+
{{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 requestsIn the event this occurs, disable the causing business process and resolve the issue.}}
 +
 
  
[[File:Update_Request_Custom_Fields.png|600px]]
+
=== Questions ===
:* '''Custom Field A - T & Custom Field 21 to 40''' - Populate the required custom field(s) with the value(s) that you wish to update the custom field(s) with. This can be text and/or attributes from the Variable Picker.
+
 
:* '''Append Text''' - This determines if the supplied value of the custom field, should append any existing value of the custom field. By default this is set to replace any existing value, with the value defined here.
+
{{BPMAutomation|Delete_Questions|Delete Questions|
:* '''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".
+
[[File:bpmdeletequestions.png|thumb|link=https://wiki.hornbill.com/images/2/26/Bpmdeletequestions.png]]|
:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action
+
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.  |
:* '''Manual Timeline Update''' - Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
+
{{bullet1|Request Id|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}}
:* '''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|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|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}}
 
+
}}
<!-- **************************************************** START OF UPDATE DETAILS ************************************************************** -->
+
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px" id="Details">
+
 
* Details
+
 
<div class="mw-collapsible-content">
+
===Request Service===
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+
 
::{|
+
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.
|- valign="top"
+
 
|style="width:700px"|
+
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" 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.   
+
* Add Related Services
:* '''Request Id'''
+
<div class="mw-collapsible-content">
:: This is a mandatory 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''' - This is an automatic option and should be set to ''Auto''
:* '''Summary'''
+
:* '''Relationship Type''' - Select which services to relate to the request, based on their relationship type to the request service.
:: 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.
+
:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action
:* '''Description'''
+
:* '''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 ''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.
+
:* '''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.
:* '''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
+
[[File:update_related_services_bpm.png|centre|600px]]
 +
</div>
 +
</div>
 +
 
 +
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 +
* Update Service Status
 +
<div class="mw-collapsible-content">
 +
:* '''Request ID''' - This is an automatic options and should be set to ''Auto''
 +
:* '''Status''' - Select the Status to set the Request Service's Availability too, or choose No Status if no Status is required to be displayed for the Service.
 +
:* '''Status Message''' - An optional message to be displayed alongside the Status - this will be visible to both analysts supporting the service, and customers subscribed to the service.
 +
[[File:Update_Request_Service_Status.png|centre|600px]]
 +
</div>
 +
 
 +
 
 +
 
 +
===Suspend===
 +
 
 +
Use the Suspend nodes if you wish to suspend the progress of the workflow until a defined action is performed manually on the Request.  This could include waiting for a Priority to be set, a Customer added, Ownership set or the Resolution definedConfiguration 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.  
 +
 
 +
{{BPMAutomation|Await_Expiry|Await Expiry|
 +
[[File:bpmwaitforexpiry.png|thumb|link=https://wiki.hornbill.com/images/2/29/Bpmwaitforexpiry.png]]|
 +
Use this suspend node to suspend a Request's workflow until the expire period has been reached.|
 +
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 +
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 +
{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continueThis 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"}}
 +
}}
 +
 
 +
{{BPMAutomation|Wait_for_Request_Authorisers|Wait for List of Request Authorisers|
 +
[[File:bpmwaitforlistofapprovers.png|thumb|link=https://wiki.hornbill.com/images/8/89/Bpmwaitforlistofapprovers.png]]|
 +
Use this Hornbill Automation to present an Authorization Action on a request form that lets you manually assign authorisers at a particular point in the BPM Workflow.  Once all authorisers have been submitted, an authorisation task will be sent to all the selected users (''Requests > Suspend > List of Request Authorisers'')|
 +
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 +
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 +
{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
 +
{{bullet1|Authorisation Type|There are three available Authorization Types.  ''Individual'' - Only one of the selected authorizers will be required to approve the authorization in order to proceed.  ''Majority'' - At least half of the selected authorizers will be required to approve the authorization in order to proceed.  ''Unanimous'' - All of the selected authorizers must approve the authorization in order to proceed.}}
 +
{{bullet1|Use Previous Authorisers|If a list of authorisers had previously been selected in a preceding authorisation, selecting 'Yes' will reuse this list of authorisers}}
 +
{{bullet1|Service Owner|Selecting ''Yes'' will automatically include the owner of the service that the requests is raised against, to the list of authorizers}}
 +
{{bullet1|Linked Services Owners|Selecting ''Yes'' will automatically include the owners of the services that are linked to the request, to the list of authorizers}}
 +
{{bullet1|Linked Assets Owners|Selecting ''Yes'' will automatically include the owners of the assets that are linked to the request, to the list of authorizers}}
 +
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 +
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 +
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 +
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 +
 
 +
:[[File: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.
 +
}}
 +
 
 +
{{BPMAutomation|Wait_for_Attachment|Wait for Attachment|
 +
[[File:bpmwaitforattachment.png|thumb|link=https://wiki.hornbill.com/images/6/67/Bpmwaitforattachment.png]]|
 +
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"}}
 +
}}
 +
 
 +
{{BPMAutomation|Wait_for_Request_Closure|Wait for Request Closure|
 +
[[File:bpmwaitforclosure.png|thumb|link=https://wiki.hornbill.com/images/0/0a/Bpmwaitforclosure.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until the request has a status of ''closed''.|
 +
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 +
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 +
{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
 +
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 +
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 +
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 +
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 +
}}
 +
 
 +
{{BPMAutomation|Wait_for_Request_Closure_Category|Wait for Request Closure Category|
 +
[[File:bpmwaitforclosurecategory.png|thumb|link=https://wiki.hornbill.com/images/2/2b/Bpmwaitforclosurecategory.png]]|
 +
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"}}
 +
}}
 +
 
 +
{{BPMAutomation|Wait_for_Customer|Wait for Customer|
 +
[[File:bpmwaitforcustomer.png|thumb|link=https://wiki.hornbill.com/images/a/a2/Bpmwaitforcustomer.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until the Customer 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"}}
 +
}}
 +
 
 +
{{BPMAutomation|SuspendAndWaitForFeedback|Wait for Feedback|
 +
[[File:bpmswaitforfeedback.png|thumb|link=https://wiki.hornbill.com/images/8/83/Bpmswaitforfeedback.png]]|
 +
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"}}
 +
}}
 +
 
 +
{{BPMAutomation|Wait_for_Request_Description|Wait for Request Description|
 +
[[File:bpmwaitfordescription.png|thumb|link=https://wiki.hornbill.com/images/a/ad/Bpmwaitfordescription.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until a description has been provided on the request.|
 +
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 +
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 +
{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
 +
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 +
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 +
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 +
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 +
}}
 +
 
 +
{{BPMAutomation|Wait_for_Document|Wait for Document|
 +
[[File:bpmwaitfordocument.png|thumb|link=]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until a document from Document Manager has been linked to the request|
 +
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 +
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 +
{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
 +
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 +
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 +
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 +
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 +
}}
 +
 
 +
{{BPMAutomation|waitForRequestEmail|Wait for Request Email|
 +
[[File:bpmwaitforrequestemail.png|thumb|link=https://wiki.hornbill.com/images/a/a1/Bpmwaitforrequestemail.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until an email has been sent from the request.|
 +
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 +
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 +
{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
 +
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 +
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 +
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 +
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 +
}}
 +
 
 +
{{BPMAutomation|Wait_for_External_Reference|Wait for External Reference|
 +
[[File:bpmwaitforexternalreference.png|thumb|link=https://wiki.hornbill.com/images/9/9c/Bpmwaitforexternalreference.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until an external reference has been provided.|
 +
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 +
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 +
{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
 +
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 +
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 +
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 +
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 +
}}
 +
 
 +
{{BPMAutomation|Wait_for_Impact_Assessment|Wait for Impact Assessment|
 +
[[File:bpmwaitforimpactassessment.png|thumb|link=https://wiki.hornbill.com/images/c/c9/Bpmwaitforimpactassessment.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until an Impact Assessment has been completed|
 +
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 +
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 +
{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
 +
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 +
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 +
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 +
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 +
}}
 +
 
 +
{{BPMAutomation|Wait_for_Linked_Assets|Wait for Linked Assets|
 +
[[File:bpmwaitforlinkedassets.png|thumb|link=https://wiki.hornbill.com/images/d/df/Bpmwaitforlinkedassets.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until one or more Assets have been linked to the request|
 +
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 +
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 +
{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
 +
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 +
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 +
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 +
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 +
}}
 +
 
 +
{{BPMAutomation|waitForLinkedRequest|Wait for Linked Request|
 +
[[File:bpmwaitforlinkedrequest.png|thumb|link=https://wiki.hornbill.com/images/5/51/Bpmwaitforlinkedrequest.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until a linked request has been added|
 +
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 +
{{bullet1|Request Type|This limits the suspend to only wait for updates from linked requests of the selected type}}
 +
{{bullet1|Linked Request ID|This limits the suspend to only wait for updates from a linked request with provided Request ID.  This can use variables to automatically populate this information.}}
 +
{{bullet1|Contains|Include a string of text which will match the text within the linked request's timeline}}
 +
{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
 +
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 +
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 +
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 +
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 +
}}
 +
 
 +
{{BPMAutomation|waitForLinkedRequestsCompletion|Wait for Linked Requests Completion|
 +
[[File:bpmwaitforlinkedrequestscompletion.png|thumb|link=https://wiki.hornbill.com/images/0/05/Bpmwaitforlinkedrequestscompletion.png]]|
 +
This automation suspends the workflow and waits for linked requests to be of a specified status before being allowed to continue.|
 +
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 +
{{bullet1|Resolved linked requests are completed|(Yes, No) "resolved" request status constitutes the completion of a linked request (Default: Yes).}}
 +
{{bullet1|Closed linked requests are completed|(Yes, No) "closed" request status constitutes the completion of a linked request (Default: Yes)}}
 +
{{bullet1|Cancelled linked requests are completed|(Yes, No) "cancelled" request status constitutes the completion of a linked request (Default: Yes)}}
 +
{{bullet1|Action Focus| This option determines the Action Tab that a Request will focus on while the process is suspended.}}
 +
{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
 +
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 +
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 +
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 +
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 +
}}
 +
 
 +
 
 +
{{BPMAutomation|waitForLinkedRequestUpdate|Wait for Linked Request Update|
 +
[[File:bpmwaitforlinkedrequestupdate.png|thumb|link=https://wiki.hornbill.com/images/f/fc/Bpmwaitforlinkedrequestupdate.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until an update has been made on a linked request.|
 +
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 +
{{bullet1|Request Type|This limits the suspend to only wait for updates from linked requests of the selected type}}
 +
{{bullet1|Linked Request ID|This limits the suspend to only wait for updates from a linked request with provided Request ID.  This can use variables to automatically populate this information.}}
 +
{{bullet1|Contains|Include a string of text which will match the text within the linked request's timeline}}
 +
{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
 +
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 +
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 +
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 +
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 +
}}
 +
 
 +
{{BPMAutomation|Wait_for_Linked_Services|Wait for Linked Services|
 +
[[File:bpmwaitforlinkedservice.png|thumb|link=https://wiki.hornbill.com/images/6/61/Bpmwaitforlinkedservice.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until an external reference has been provided.|
 +
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 +
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 +
{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
 +
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 +
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 +
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 +
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 +
}}
 +
 
 +
{{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"}}
 +
}}
 +
 
 +
{{BPMAutomation|Wait_for_Request_Off_Hold|Wait for Request Off Hold|
 +
[[File:bpmwaitforoffhold.png|thumb|link=https://wiki.hornbill.com/images/3/3d/Bpmwaitforoffhold.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until the request status has come off hold.|
 +
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 +
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 +
{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
 +
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 +
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 +
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 +
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 +
}}
 +
 
 +
{{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"}}
 +
}}
 +
 
 +
{{BPMAutomation|Wait_for_Request_Priority|Wait for Request Priority|
 +
[[File:bpmwaitforpriority.png|thumb|link=https://wiki.hornbill.com/images/b/b5/Bpmwaitforpriority.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until a priority has been set on the request.|
 +
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 +
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 +
{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
 +
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 +
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 +
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 +
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 +
}}
 +
 
 +
{{BPMAutomation|Wait_for_Request_Category|Wait for Request Category|
 +
[[File:bpmwaitforrequestcategory.png|thumb|link=https://wiki.hornbill.com/images/b/b2/Bpmwaitforrequestcategory.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until a category has been set on the request.|
 +
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 +
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 +
{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
 +
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 +
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 +
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 +
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 +
}}
 +
 
 +
{{BPMAutomation|Wait_for_Request_Resolution|Wait for Request Resolution|
 +
[[File:bpmwaitforrequestresolution.png|thumb|link=https://wiki.hornbill.com/images/f/f5/Bpmwaitforrequestresolution.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until the request status has been set to resolved.|
 +
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 +
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 +
{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
 +
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 +
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 +
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 +
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 +
}}
 +
 
 +
{{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|
 +
[[File:bpmwaitforstatuschange.png|thumb|link=https://wiki.hornbill.com/images/0/04/Bpmwaitforstatuschange.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until the status of the request has changed from one status to another.|
 +
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 +
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 +
{{bullet1|From Status|The workflow will only continue when the request is changed from this status}}
 +
{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
 +
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 +
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 +
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 +
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 +
}}
 +
 
 +
{{BPMAutomation|Wait_for_Request_Summary|Wait for Request Summary|
 +
[[File:bpmwaitforrequestsummary.png|thumb|link=https://wiki.hornbill.com/images/4/47/Bpmwaitforrequestsummary.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until the summary has bee set against the request|
 +
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 +
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 +
{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
 +
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 +
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 +
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 +
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 +
}}
 +
 
 +
{{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"}}
 +
}}
 +
 
 +
{{BPMAutomation|Wait_for_Request_Update|Wait for Request Update|
 +
[[File:bpmwaitforrequestupdate.png|thumb|link=https://wiki.hornbill.com/images/c/c2/Bpmwaitforrequestupdate.png]]|
 +
Use this Hornbill Automation to suspend a Request's workflow until an update, using the Update Action has been added to the request.|
 +
{{bullet1|Request Id|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request}}
 +
{{bullet1|Action Focus|Sets the Action Item on a request that will be in focus.}}
 +
{{bullet1|Expire Period|The length of time to wait until the node expires and the workflow will automatically continue.  This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''.}}
 +
{{bullet1|Add Notice|Select Yes to add a notice to the top of the request}}
 +
{{bullet1|Notice Type|The type of notice (Alert or Information). The default value is "Information".}}
 +
{{bullet1|Notice Text|The text that will be displayed. This has a limit of 255 characters}}
 +
{{bullet1|Notice Visibility|The visibility of the notice (Portals | Service Desk | Both). The default value is "Service Desk"}}
 +
}}
 +
 
 +
===Update Request===
 +
 
 +
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.
 +
</div>
 +
</div>
 +
 
 +
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 +
* Closure Category
 +
<div class="mw-collapsible-content">
 +
::Requests > Update Request > Closure Category
 +
 
 +
Specify the closure category which will be associated to the request. This is typically used where the business process is set to automatically resolve or close and the analyst is not required to manually resolve and specify a closure category. 
 +
 
 +
[[File:Closure_Category.png|600px]]
 +
:* '''Category''' - This option will prompt you to select a Category. If supplied, "Category (From Variable)" option will be ignored.
 +
:* '''Category (From Variable)''' - This option requires you to provide the Id of a Category (Value of h_id column in h_sys_profiles table). This can be used when a field that is driven by a Simple List made up of Categories is set up in a Progressive Capture. This option should only be supplied if "Category" option is not set.
 +
:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action
 +
:* '''Manual Timeline Update''' - Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
 +
:* '''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="UpdateCustomer"></div>
 +
* Update Customer
 +
<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:bpmupdatecustomer.png|thumb|Update Customer|link=https://wiki.hornbill.com/images/f/f5/Bpmupdatecustomer.png]]
 +
==== Update Customer ====
 +
Use this node to automatically add or update a request with a Customer
 +
==== 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>
 +
 
 +
{{BPMAutomation|updateCustomFields|Update Custom Fields|
 +
[[File:updateCustomFields.png|thumb|link=https://wiki.hornbill.com/images/4/49/UpdateCustomFields.png]]|
 +
This provides the ability to update any or all of the custom fields of a request.  The input box is single line only and values should be restricted to 255 characters which is the defined max length for all custom fields.  When populating custom fields please pay attention to the type of value you are populating, and ensure this is compatible with the type of field you have specified for the corresponding custom field in the request type and service form designer in the user interface.|
 +
{{bullet1|Custom Field A - T & Custom Field 21 to 40|Populate the required custom field(s) with the value(s) that you wish to update the custom field(s) with. This can be text and/or attributes from the Variable Picker.}}
 +
{{bullet1|Append Text|This determines if the supplied value of the custom field, should append any existing value of the custom field. By default this is set to replace any existing value, with the value defined here.}}
 +
{{bullet1|Format Checkbox Value|This option determines whether the value from a checkbox (i.e. Outcome Field from a Human Task) is formatted to remove the square brackets and double quotes. By default, this option is set to "No".}}
 +
{{bullet1|System Timeline Update|Select if the default system text will be added to the timeline for this action.}}
 +
{{bullet1|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action.}}
 +
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.}}
 +
}}
 +
 
 +
 
 +
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px" id="Details">
 +
* Details
 +
<div class="mw-collapsible-content">
 +
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
 +
::{|
 +
|- valign="top"
 +
|style="width:700px"|
 +
[[File:updaterequestdetailsbpm.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Updaterequestdetailsbpm.png|Update Request Details BPM]] Use this operation to update the Summary and Description of a request.  You can either add a new summary or description or append to the existing values. 
 +
:* '''Request Id'''
 +
:: This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''.
 +
:* '''Summary'''
 +
:: Set to ''Auto'' if you want to use an output variable from a previous BPM operation where that variable is named ''summary''.  If the variable ''summary'' does not exist, no action will be taken.  Set to ''Manual'' to provide the information to be used to update the summary. This can include the use of [[Request Variables| Request Variables]].  Set to ''Ignore'' if no action is required.
 +
:* '''Description'''
 +
:: Set to ''Auto'' if you want to use an output variable from a previous BPM operation where that variable is named ''description''.  If the variable ''description'' does not exist, no action will be taken.  Set to ''Manual'' to provide the information to be used to update the Description. This can include the use of [[Request Variables| 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>
 +
 
 +
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 +
* External Reference
 +
<div class="mw-collapsible-content">
 +
:: Use this operation to update the External Reference field that is held against the requests.
 +
 
 +
[[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>
 +
 
 +
 
 +
<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. 
 +
:* '''Request Id'''
 +
:: This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''.
 +
:* '''No Team Reassignments'''
 +
:: Set to ''Yes'' If you wish to include the rule that there must not be any team reassignments in order to be classed as a first time fix. Set to ''Auto'' or ''No'' to exclude this rule.
 +
:* '''No Owner Reassignments'''
 +
:: Set to ''Yes'' If you wish to include the rule that there must not be any owner reassignments in order to be classed as a first time fix. Set to ''Auto'' or ''No'' to exclude this rule.
 +
:* '''No Hold Time'''
 +
:: Set to ''Yes'' If you wish to include the rule that there must not be any point at which this request was placed on hold. Set to ''Auto'' or ''No'' to exclude this rule.
 +
:* '''Max Open Time'''
 +
:: Set to ''Manual'' and add an amount of time to include the rule that the request must be resolved within this time frame to count as a first time fix.  Set to ''Auto'' to exclude this rule. Putting a request on-hold does not extend the ''Max Open Time''.
 +
:* '''Include Working Time Calendar'''
 +
:: Set to ''Manual'' and chose a Working Time Calendar to include the use of a Working Time Calendar when calculating the ''Max Open Time''.  Set to ''Auto'' to exclude this rule
 
:* '''System Timeline Update'''
 
:* '''System Timeline Update'''
 
:: Select if the default system text will be added to the timeline for this action
 
:: Select if the default system text will be added to the timeline for this action
Line 2,566: Line 2,877:
 
</div>
 
</div>
 
</div>
 
</div>
<!-- **************************************************** END 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">
* External Reference
+
* Place On Hold
 
<div class="mw-collapsible-content">
 
<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;">
 +
::{|
 +
|- valign="top"
 +
|style="width:700px"|
  
[[File:bp_update_external_ref.png|600px]]
+
[[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.
:* '''External Reference'''
+
:* '''Request Id'''
:: Either enter an external reference number or use the variable picker to take the External Reference held in a variable
+
:: This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''.
 +
:* '''On Hold Period'''
 +
:: Enter the number of Years, Months, Days, Hours, and Minutes that the request will be on hold for.
 +
:* '''On Hold Period Apply Working Time Calendar'''
 +
:: Set this to ''Yes'' to apply the WTC that is associated to the request to be used.  This will ensure that the request comes off hold during work hours.
 +
:* '''Reason'''
 +
:: Include information that describes the reason for the request being placed on-hold.
 
:* '''System Timeline Update'''
 
:* '''System Timeline Update'''
:: Select ''Yes''if the default system text will be added to the timeline for this action
+
:: Select if the default system text will be added to the timeline for this action
 
:* '''Manual Timeline Update'''
 
:* '''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'''
+
:* '''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>
 
</div>
 
</div>
 
</div>
 
</div>
  
<!-- **************************************************** START OF FIRST TIME FIX ************************************************************** -->
+
<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">
+
* Priority
<div id="FirstTimeFix"></div>
 
* First Time Fix
 
 
<div class="mw-collapsible-content">
 
<div class="mw-collapsible-content">
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+
::Requests > Update Request > Priority
::{|
+
 
|- valign="top"
+
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.
|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:Update_Priority.png|600px]]
:* '''Request Id'''
+
:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action
:: This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''.
+
:* '''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
:* '''No Team Reassignments'''
+
:* '''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 ''Yes'' If you wish to include the rule that there must not be any team reassignments in order to be classed as a first time fix. Set to ''Auto'' or ''No'' to exclude this rule.
 
:* '''No Owner Reassignments'''
 
:: Set to ''Yes'' If you wish to include the rule that there must not be any owner reassignments in order to be classed as a first time fix. Set to ''Auto'' or ''No'' to exclude this rule.
 
:* '''No Hold Time'''
 
:: Set to ''Yes'' If you wish to include the rule that there must not be any point at which this request was placed on hold. Set to ''Auto'' or ''No'' to exclude this rule.
 
:* '''Max Open Time'''
 
:: Set to ''Manual'' and add an amount of time to include the rule that the request must be resolved within this time frame to count as a first time fix.  Set to ''Auto'' to exclude this rule. Putting a request on-hold does not extend the ''Max Open Time''.
 
:* '''Include Working Time Calendar'''
 
:: Set to ''Manual'' and chose a Working Time Calendar to include the use of a Working Time Calendar when calculating the ''Max Open Time''. Set to ''Auto'' to exclude this rule
 
:* '''System Timeline Update'''
 
:: Select if the default system text will be added to the timeline for this action
 
:* '''Manual Timeline Update'''
 
:: Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
 
:* '''Visibility'''  
 
:: Choose what level of visibility will be automatically applied to this update.  Choosing anything other than ''Customer'' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.  
 
|}
 
</div>
 
 
</div>
 
</div>
 
</div>
 
</div>
<!-- **************************************************** END OF FIRST TIME FIX ************************************************************** -->
 
  
 
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
* Place On Hold
+
* Resolution Text
 
<div class="mw-collapsible-content">
 
<div class="mw-collapsible-content">
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+
::Requests > Update Request > Resolution Text
::{|
+
 
|- valign="top"
+
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.
|style="width:700px"|
 
  
[[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.
+
[[File:Update_Request_Resolution_text.png|600px]]
:* '''Request Id'''
+
:* '''Resolution Text''' - The text which will appear in the resolution text box (this can include the use of request variables)
:: This is a mandatory setting that uses a variable to hold the Request Id of the request that is using this BPM.  This should be set to ''Auto''.
+
:* '''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
:* '''On Hold Period'''
+
:* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action
:: Enter the number of Years, Months, Days, Hours, and Minutes that the request will be on hold for.
+
:* '''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
:* '''On Hold Period Apply Working Time Calendar'''
+
:* '''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 this to ''Yes'' to apply the WTC that is associated to the request to be used.  This will ensure that the request comes off hold during work hours.
 
:* '''Reason'''
 
:: Include information that describes the reason for the request being placed on-hold.
 
:* '''System Timeline Update'''
 
:: Select if the default system text will be added to the timeline for this action
 
:* '''Manual Timeline Update'''
 
:: Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action
 
:* '''Visibility'''  
 
:: Choose what level of visibility will be automatically applied to this update.  Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals.
 
:* '''Sub-Status'''
 
:: Set the sub-status of the request when the request is placed on-hold
 
|}
 
</div>
 
 
</div>
 
</div>
 
</div>
 
</div>
  
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
+
{{BPMAutomation|Update_Service|Service|
* Priority
+
[[File:bpm_update_service.png|thumb|link=https://wiki.hornbill.com/images/1/13/Bpm_update_service.png]]|
<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>
 
<!-- ****************************************************************************************************************************** -->
 
<!-- *                                                Update Service                                                            * -->
 
<!-- ****************************************************************************************************************************** -->
 
{{BPMAutomation|Update_Service|Service|
 
[[File:bpm_update_service.png|thumb|link=https://wiki.hornbill.com/images/1/13/Bpm_update_service.png]]|
 
 
Use this Hornbill Automation to change the currently assigned Service and Request Catalog Item. This can be used in conjunction with assign operations to move a request that has been raised under the wrong service and team.|
 
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|Request Id|This is a mandatory 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|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|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|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|Manual Timeline Update|Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action}}
 
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
 
{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}}
 
}}
 
}}
<!-- ****************************************************************************************************************************** -->
+
 
<!-- *                                                Update Service Level                                                      * -->
 
<!-- ****************************************************************************************************************************** -->
 
  
 
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</div>
 
</div>
  
<!-- ************************************************************************************************************** -->
+
 
<!-- *                                      Update Site                                                          * -->
 
<!-- ************************************************************************************************************** -->
 
 
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
<div id="UpdateSite"></div>
 
<div id="UpdateSite"></div>
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</div>
 
</div>
 
</div>
 
</div>
<!-- ************************************************************************************************************** -->
+
 
<!-- *                                      Update Site (Customer's Site)                                        * -->
 
<!-- ************************************************************************************************************** -->
 
 
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
 
* Site (Customer' Site)
 
* Site (Customer' Site)
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</div>
 
</div>
 
</div>
 
</div>
 +
  
 
===Request Timers===
 
===Request Timers===
  
 
Use the Request Timer nodes at any stage in the process to either start or stop the Response and or Resolution timers.  It is not a perquisite to have to use any timers within processes or to have to use both Response and Resolution timers when timers are used.
 
Use the Request Timer nodes at any stage in the process to either start or stop the Response and or Resolution timers.  It is not a perquisite to have to use any timers within processes or to have to use both Response and Resolution timers when timers are used.
 +
 +
There are some settings that control the default behaviour of the Service Level Timers.  The settings provided to pause or stop the resolution timer when resolving a request are as follows:
 +
 +
:* ''app.request.pauseResolutionTimerOnResolve''  (Default OFF)
 +
:* ''app.request.resumeResolutionTimerOnReopen''  (Default OFF)
 +
:* ''app.request.stopResolutionTimerOnResolve''    (Default ON) 
 +
:* ''app.request.stopResolutionTimerOnClose''      (Default OFF)
 +
<br>
 +
{{bullet1|Using settings to control resolution timers|You should choose the relevant settings to meet your needs, but note that app.request.stopResolutionTimerOnResolve will take precedence over app.request.pauseResolutionTimerOnResolve so ensure only the one you want to use is enabled.}}
 +
 +
{{bullet1|Using BPM nodes to control resolution timers|If you are using this BPM node to control resolution timers the four settings above should all be turned off; If any settings are enabled then they will take precedence over BPM actions. To enable pause/resume of a resolved request you can add the Timer > Pause Resolution Timer or Timer > Resume Resolution Timer BPM nodes as required in your BPM process.}}
 +
<br>
  
 
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</div>
 
</div>
 
</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:Service Manager]]
 +
-->
 +
[[Category:HDOC]]
 +
<!-- http://127.0.0.1:3000/service-manager-config/customize/bpm/service-manager-business-processes -->

Latest revision as of 20:34, 8 May 2024

This document can now be found at its new location in the Hornbill Document Library.

Service Manager Workflow