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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{{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 | + | The Service Manager Business Process Workflow is used to automate the processing of the requests that have been raised. This page contains information on the Service Manager automated tasks that can be used in the [[Business Process Designer]] to build unique and powerful processes for your requests.| |
:* [[Business Process Designer]] | :* [[Business Process Designer]] | ||
:* [[Request Variables]] | :* [[Request Variables]] | ||
| + | :* [[Core Hornbill Automations]] | ||
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==Boards== | ==Boards== | ||
'''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. | '''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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{{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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{{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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{{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== | ||
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=== | ||
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| + | {{BPMAutomation|getChangeInformation|GetInformation| | ||
| + | [[File:bpmgetchangeinfo.png|thumb|link=https://wiki.hornbill.com/images/3/34/Bpmgetchangeinfo.png]]| | ||
| + | Use this Hornbill Automation to get extended change information from a Change Request.| | ||
| + | {{bullet1|Backout Plan|Get the Backout Plan for the change}} | ||
| + | {{bullet1|Change Category|Get the category set against the change}} | ||
| + | {{bullet1|Change Justification|Get the Justification information from the change}} | ||
| + | {{bullet1|Change Type|Get the Change Type}} | ||
| + | {{bullet1|Communication Plan|Get the Communication Plan for the change}} | ||
| + | {{bullet1|Disruption Level|Get the Disruption Level for the change}} | ||
| + | {{bullet1|End Time|Get the time when the change is set to be completed}} | ||
| + | {{bullet1|Implementation Plan|Get the Implementation Plan}} | ||
| + | {{bullet1|Is Scheduled|Get information about if the change is scheduled or not}} | ||
| + | {{bullet1|Proposed End Time|Get the proposed end time of the change}} | ||
| + | {{bullet1|Proposed Start Time|Get the proposed start time of the change}} | ||
| + | {{bullet1|Security Implication|Get any security implications that have been added to the change}} | ||
| + | {{bullet1|Start Time|Get the start time for the change}} | ||
| + | {{bullet1|Support Plan|Get the support plan for the change}} | ||
| + | {{bullet1|Test Plan|Get the test plan for the change}} | ||
| + | }} | ||
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=== Suspend === | === Suspend === | ||
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{{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|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"}} | ||
}} | }} | ||
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{{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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=== Update Request === | === Update Request === | ||
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{{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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{{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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{{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 == | == Known Errors == | ||
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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 Known Error specific actions. | ||
=== Get Information=== | === Get Information=== | ||
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{{BPMAutomation|Known_Error_Details|Known Error Details| | {{BPMAutomation|Known_Error_Details|Known Error Details| | ||
[[File:bpmknownerrordetails.png|thumb|link=https://wiki.hornbill.com/images/c/ca/Bpmknownerrordetails.png]]| | [[File:bpmknownerrordetails.png|thumb|link=https://wiki.hornbill.com/images/c/ca/Bpmknownerrordetails.png]]| | ||
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=== Update Known Error === | === Update Known Error === | ||
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{{BPMAutomation|Update_Known_Error_Details|Update Known Error Details| | {{BPMAutomation|Update_Known_Error_Details|Update Known Error Details| | ||
[[File:bpmupdateknownerror.png|thumb|link=https://wiki.hornbill.com/images/6/6d/Bpmupdateknownerror.png]]| | [[File:bpmupdateknownerror.png|thumb|link=https://wiki.hornbill.com/images/6/6d/Bpmupdateknownerror.png]]| | ||
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}} | }} | ||
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==Problem Records== | ==Problem Records== | ||
Use these nodes at any stage in a process to automate Problem Record specific actions. | Use these nodes at any stage in a process to automate Problem Record specific actions. | ||
=== Get Information === | === Get Information === | ||
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{{BPMAutomation|Problem_Details|Problem Details| | {{BPMAutomation|Problem_Details|Problem Details| | ||
[[File:bpmproblemdetails.png|thumb|link=https://wiki.hornbill.com/images/c/cc/Bpmproblemdetails.png]]| | [[File:bpmproblemdetails.png|thumb|link=https://wiki.hornbill.com/images/c/cc/Bpmproblemdetails.png]]| | ||
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=== Suspend === | === Suspend === | ||
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{{BPMAutomation|waitForProblemWorkaround|Wait for Workaround| | {{BPMAutomation|waitForProblemWorkaround|Wait for Workaround| | ||
[[File:bpmwaitforproblemworkaround.png|thumb|link=https://wiki.hornbill.com/images/3/3b/Bpmwaitforproblemworkaround.png]]| | [[File:bpmwaitforproblemworkaround.png|thumb|link=https://wiki.hornbill.com/images/3/3b/Bpmwaitforproblemworkaround.png]]| | ||
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=== Update Problem === | === Update Problem === | ||
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{{BPMAutomation|Update_Problem_Details|Problem Details| | {{BPMAutomation|Update_Problem_Details|Problem Details| | ||
[[File:bpmproblemdetails.png|thumb|link=]]| | [[File:bpmproblemdetails.png|thumb|link=]]| | ||
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}} | }} | ||
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==Releases== | ==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 === | ||
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{{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|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 until the node expires and the workflow will automatically continue. This is based on the Working Time Calendar defined in the setting '''guest.app.timer.defaultCalendar'''. When this date and time is reached, the BPM will automatically continue. An outcome of ''Expired'' will be provided to allow for a decision node to be placed after this operation to determine how the expired operation will be managed.}} | ||
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{{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]]| | ||
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=== Update Request === | === Update Request === | ||
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{{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]]| | ||
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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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{{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]]| | ||
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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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{{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]]| | ||
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}} | }} | ||
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==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. | ||
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{{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]]| | ||
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{{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}} | ||
}} | }} | ||
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{{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]]| | ||
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{{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}} | ||
}} | }} | ||
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{{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]]| | ||
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{{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}} | ||
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{{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]]| | ||
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}} | }} | ||
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==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''' | ||
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{{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]]| | ||
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{{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}} | ||
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{{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]]| | ||
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}} | }} | ||
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== 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. | ||
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{{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]]| | ||
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{{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}} | ||
}} | }} | ||
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{{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]]| | ||
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}} | }} | ||
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==Requests== | ==Requests== | ||
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==== 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. | ||
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{{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]]| | ||
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{{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}} | ||
}} | }} | ||
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{{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]]| | ||
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{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}} | {{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than '''Customer''' will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{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 471: | Line 383: | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
| − | |||
| − | |||
==== 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 | ||
| − | + | ||
| − | |||
| − | |||
{{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 489: | Line 395: | ||
{{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}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
| − | |||
| − | |||
====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 | ||
| − | + | ||
| − | |||
| − | |||
{{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 507: | Line 407: | ||
{{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.}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{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]]| | ||
| Line 520: | Line 418: | ||
{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | {{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Add_Computer_System_Assets_Owned_by_Customer|Add Computer System Assets Owned by Customer| | {{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]]| | ||
| Line 533: | Line 429: | ||
{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | {{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Add_Computer_Peripheral_Assets_Owned_by_Customer|Add Computer Peripheral Assets Owned by Customer| | {{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]]| | ||
| Line 546: | Line 440: | ||
{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | {{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{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]]| | ||
| Line 559: | Line 451: | ||
{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | {{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{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]]| | ||
| Line 572: | Line 462: | ||
{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | {{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{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]]| | ||
| Line 585: | Line 473: | ||
{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | {{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{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]]| | ||
| Line 598: | Line 484: | ||
{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | {{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{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]]| | ||
| Line 611: | Line 495: | ||
{{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | {{bullet1|Used By|Associate assets that are Used By the Request Customer, rather than Owned By.}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Create_Generic_Asset|Create Generic Asset| | {{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]]| | [[File:Create_Generic_Asset.png|thumb|link=https://wiki.hornbill.com/images/7/70/Create_Generic_Asset.png]]| | ||
| Line 673: | Line 555: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Create_Computer_System_Asset|Create Computer System Asset| | {{BPMAutomation|Create_Computer_System_Asset|Create Computer System Asset| | ||
[[File:Create_Computer_System_Asset.png|thumb|link=https://wiki.hornbill.com/images/c/c9/Create_Computer_System_Asset.png]]| | [[File:Create_Computer_System_Asset.png|thumb|link=https://wiki.hornbill.com/images/c/c9/Create_Computer_System_Asset.png]]| | ||
| Line 735: | Line 615: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Create_Computer_Peripheral_Asset|Create Computer Peripheral Asset| | {{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]]| | [[File:Create_Computer_Peripheral_Asset.png|thumb|link=https://wiki.hornbill.com/images/c/c2/Create_Computer_Peripheral_Asset.png]]| | ||
| Line 797: | Line 675: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Create_Mobile_Device_Asset|Create Mobile Device Asset| | {{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]]| | [[File:Create_Mobile_Device_Asset.png|thumb|link=https://wiki.hornbill.com/images/3/33/Create_Mobile_Device_Asset.png]]| | ||
| Line 859: | Line 735: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Create_Network_Device|Create Network Device Asset| | {{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]]| | [[File:Create_Network_Device_Asset.png|thumb|link=https://wiki.hornbill.com/images/4/4f/Create_Network_Device_Asset.png]]| | ||
| Line 921: | Line 795: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Create_Printer_Asset|Create Printer Asset| | {{BPMAutomation|Create_Printer_Asset|Create Printer Asset| | ||
[[File:Create_Printer_Asset.png|thumb|link=https://wiki.hornbill.com/images/b/bf/Create_Printer_Asset.png]]| | [[File:Create_Printer_Asset.png|thumb|link=https://wiki.hornbill.com/images/b/bf/Create_Printer_Asset.png]]| | ||
| Line 983: | Line 855: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Get_All_Assets|Get All Assets| | {{BPMAutomation|Get_All_Assets|Get All Assets| | ||
[[File:Get_All_Assets.png|thumb|link=]]| | [[File:Get_All_Assets.png|thumb|link=]]| | ||
| Line 992: | Line 862: | ||
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}} | {{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| | {{BPMAutomation|Get_All_Generic_Assets|Get All Generic Assets| | ||
[[File:Get_All_Generic_Assets.png|thumb|link=]]| | [[File:Get_All_Generic_Assets.png|thumb|link=]]| | ||
| Line 1,002: | Line 870: | ||
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}} | {{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Get_All_Computer_Peripheral_Assets|Get All Computer Peripheral Assets| | {{BPMAutomation|Get_All_Computer_Peripheral_Assets|Get All Computer Peripheral Assets| | ||
[[File:Get_All_Computer_Peripheral_Assets.png|thumb|link=]]| | [[File:Get_All_Computer_Peripheral_Assets.png|thumb|link=]]| | ||
| Line 1,012: | Line 878: | ||
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}} | {{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Get_All_Mobile_Device_Assets|Get All Mobile Device Assets| | {{BPMAutomation|Get_All_Mobile_Device_Assets|Get All Mobile Device Assets| | ||
[[File:Get_All_Mobile_Device_Assets.png|thumb|link=]]| | [[File:Get_All_Mobile_Device_Assets.png|thumb|link=]]| | ||
| Line 1,022: | Line 886: | ||
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}} | {{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| | {{BPMAutomation|Get_All_Network_Device_Assets|Get All Network Device Assets| | ||
[[File:Get_All_Network_Device_Assets.png|thumb|link=]]| | [[File:Get_All_Network_Device_Assets.png|thumb|link=]]| | ||
| Line 1,032: | Line 894: | ||
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}} | {{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| | {{BPMAutomation|Get_All_Printer_Assets|Get All Printer Assets| | ||
[[File:Get_All_Printer_Assets.png|thumb|link=]]| | [[File:Get_All_Printer_Assets.png|thumb|link=]]| | ||
| Line 1,042: | Line 902: | ||
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}} | {{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| | {{BPMAutomation|Get_All_Software_Assets|Get All Software Assets| | ||
[[File:Get_All_Software_Assets.png|thumb|link=]]| | [[File:Get_All_Software_Assets.png|thumb|link=]]| | ||
| Line 1,052: | Line 910: | ||
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}} | {{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| | {{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]]| | [[File:Get_All_Telecoms_Assets.png|thumb|link=https://wiki.hornbill.com/images/0/04/Get_All_Telecoms_Assets.png]]| | ||
| Line 1,062: | Line 918: | ||
{{bullet1|Include Type|When set to Yes, it will return the Type of each asset as well as the asset name}} | {{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| | {{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]]| | [[File:Update_All_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/5/57/Update_All_Assets_-_General_Information.png]]| | ||
| Line 1,124: | Line 978: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Update_Computer_Assets_-_Additional_Properties|Update Computer 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]]| | [[File:Update_Computer_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a6/Update_Computer_Assets_-_Additional_Properties.png]]| | ||
| Line 1,132: | Line 984: | ||
{{bullet1|Request Id|This is a mandatory 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''}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Update_Computer_Assets_-_General_Information|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]]| | [[File:Update_Computer_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/a/a8/Update_Computer_Assets_-_General_Information.png]]| | ||
| Line 1,194: | Line 1,044: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Update_Computer_Peripheral_Assets_-_Additional_Properties|Update Computer Peripheral Assets - Additional Properties| | {{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]]| | [[File:Update_Computer_Peripheral_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/c/cd/Update_Computer_Peripheral_Assets_-_Additional_Properties.png]]| | ||
| Line 1,202: | Line 1,050: | ||
{{bullet1|Request Id|This is a mandatory 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''}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Update_Computer_Peripheral_Assets_-_General_Information|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]]| | [[File:Update_Computer_Peripheral_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/9/93/Update_Computer_Peripheral_Assets_-_General_Information.png]]| | ||
| Line 1,264: | Line 1,110: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Update_Mobile_Device_Assets_-_Additional_Properties|Update Mobile Device Assets - Additional Properties| | {{BPMAutomation|Update_Mobile_Device_Assets_-_Additional_Properties|Update Mobile Device Assets - Additional Properties| | ||
[[File:Update_Mobile_Device_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Update_Mobile_Device_Assets_-_Additional_Properties.png]]| | [[File:Update_Mobile_Device_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Update_Mobile_Device_Assets_-_Additional_Properties.png]]| | ||
| Line 1,272: | Line 1,116: | ||
{{bullet1|Request Id|This is a mandatory 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''}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Update_Mobile_Device_Assets_-_General_Information|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]]| | [[File:Update_Mobile_Device_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/1/18/Update_Mobile_Device_Assets_-_General_Information.png]]| | ||
| Line 1,334: | Line 1,176: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Update_Network_Device_Assets_-_Additional_Properties|Update Network Device Assets - Additional Properties| | {{BPMAutomation|Update_Network_Device_Assets_-_Additional_Properties|Update Network Device Assets - Additional Properties| | ||
[[File:Update_Network_Device_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/0/03/Update_Network_Device_Assets_-_Additional_Properties.png]]| | [[File:Update_Network_Device_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/0/03/Update_Network_Device_Assets_-_Additional_Properties.png]]| | ||
| Line 1,342: | Line 1,182: | ||
{{bullet1|Request Id|This is a mandatory 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''}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Update_Network_Device_Assets_-_General_Information|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]]| | [[File:Update_Network_Device_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/1/19/Update_Network_Device_Assets_-_General_Information.png]]| | ||
| Line 1,404: | Line 1,242: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Update_Printer_Assets_-_Additional_Properties|Update Printer Assets - Additional Properties| | {{BPMAutomation|Update_Printer_Assets_-_Additional_Properties|Update Printer Assets - Additional Properties| | ||
[[File:Update_Printer_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Update_Printer_Assets_-_Additional_Properties.png]]| | [[File:Update_Printer_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Update_Printer_Assets_-_Additional_Properties.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''}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Update_Printer_Assets_-_General_Information|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]]| | [[File:Update_Printer_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/1/19/Update_Printer_Assets_-_General_Information.png]]| | ||
| Line 1,474: | Line 1,308: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Update_Software_Assets_-_Additional_Properties|Update Software Assets - Additional Properties| | {{BPMAutomation|Update_Software_Assets_-_Additional_Properties|Update Software Assets - Additional Properties| | ||
[[File:Update_Software_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/9/91/Update_Software_Assets_-_Additional_Properties.png]]| | [[File:Update_Software_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/9/91/Update_Software_Assets_-_Additional_Properties.png]]| | ||
| Line 1,482: | Line 1,314: | ||
{{bullet1|Request Id|This is a mandatory 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''}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Update_Software_Assets_-_General_Information|Update Software Assets - General Information| | {{BPMAutomation|Update_Software_Assets_-_General_Information|Update Software Assets - General Information| | ||
[[File:Update_Software_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/e/e3/Update_Software_Assets_-_General_Information.png]]| | [[File:Update_Software_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/e/e3/Update_Software_Assets_-_General_Information.png]]| | ||
| Line 1,544: | Line 1,374: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
| − | + | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Update_Telecoms_Assets_-_Additional_Properties|Update Telecoms Assets - Additional Properties| | {{BPMAutomation|Update_Telecoms_Assets_-_Additional_Properties|Update Telecoms Assets - Additional Properties| | ||
[[File:Update_Telecoms_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Update_Telecoms_Assets_-_Additional_Properties.png]]| | [[File:Update_Telecoms_Assets_-_Additional_Properties.png|thumb|link=https://wiki.hornbill.com/images/a/a4/Update_Telecoms_Assets_-_Additional_Properties.png]]| | ||
| Line 1,553: | Line 1,381: | ||
{{bullet1|Request Id|This is a mandatory 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''}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Update_Telecoms_Assets_-_General_Information|Update Telecoms Assets - General Information| | {{BPMAutomation|Update_Telecoms_Assets_-_General_Information|Update Telecoms Assets - General Information| | ||
[[File:Update_Telecoms_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/e/e7/Update_Telecoms_Assets_-_General_Information.png]]| | [[File:Update_Telecoms_Assets_-_General_Information.png|thumb|link=https://wiki.hornbill.com/images/e/e7/Update_Telecoms_Assets_-_General_Information.png]]| | ||
| Line 1,615: | Line 1,441: | ||
{{bullet1|Residual Value|Update the residual value}} | {{bullet1|Residual Value|Update the residual value}} | ||
}} | }} | ||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
====Assignment==== | ====Assignment==== | ||
Use the Assignment node to automatically assign a request to different Service Manager users or teams. | Use the Assignment node to automatically assign a request to different Service Manager users or teams. | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|AssignToServiceTeam|Assign to Service Team| | {{BPMAutomation|AssignToServiceTeam|Assign to Service Team| | ||
[[File:bpmassigntoserviceteam.png|thumb|link=https://wiki.hornbill.com/images/6/6e/Bpmassigntoserviceteam.png]]| | [[File:bpmassigntoserviceteam.png|thumb|link=https://wiki.hornbill.com/images/6/6e/Bpmassigntoserviceteam.png]]| | ||
| Line 1,636: | Line 1,455: | ||
{{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}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|AssignToTeam|Assign to Team| | {{BPMAutomation|AssignToTeam|Assign to Team| | ||
[[File:bpmassigntoteam.png|thumb|link=link=https://wiki.hornbill.com/images/8/8a/Bpmassigntoteam.png|Assign to Team]]| | [[File:bpmassigntoteam.png|thumb|link=link=https://wiki.hornbill.com/images/8/8a/Bpmassigntoteam.png|Assign to Team]]| | ||
| Line 1,649: | Line 1,466: | ||
{{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}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|AssignToOwner|Assign to Owner| | {{BPMAutomation|AssignToOwner|Assign to Owner| | ||
[[File:bpmassigntoowner.png|thumb|link=https://wiki.hornbill.com/images/e/e9/Bpmassigntoowner.png]]| | [[File:bpmassigntoowner.png|thumb|link=https://wiki.hornbill.com/images/e/e9/Bpmassigntoowner.png]]| | ||
| Line 1,662: | Line 1,477: | ||
{{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}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|AssignTOwnerVariable|Assign to Owner (Variable)| | {{BPMAutomation|AssignTOwnerVariable|Assign to Owner (Variable)| | ||
[[File:bpmassigntoownervariable.png|thumb|link=https://wiki.hornbill.com/images/e/e9/Bpmassigntoowner.png]]| | [[File:bpmassigntoownervariable.png|thumb|link=https://wiki.hornbill.com/images/e/e9/Bpmassigntoowner.png]]| | ||
| Line 1,675: | Line 1,488: | ||
{{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.}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|AssignToRequestCreator|Assign to Request Creator| | {{BPMAutomation|AssignToRequestCreator|Assign to Request Creator| | ||
[[File:bpmassigntorequestcreator.png|thumb|link=https://wiki.hornbill.com/images/7/7c/Bpmassigntorequestcreator.png]]| | [[File:bpmassigntorequestcreator.png|thumb|link=https://wiki.hornbill.com/images/7/7c/Bpmassigntorequestcreator.png]]| | ||
| Line 1,687: | Line 1,498: | ||
{{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.}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|AssignToMostAvailableAnalyst|Assign to Most Available Analyst| | {{BPMAutomation|AssignToMostAvailableAnalyst|Assign to Most Available Analyst| | ||
[[File:bpmassigntomostavailable.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Bpmassigntomostavailable.png]]| | [[File:bpmassigntomostavailable.png|thumb|link=https://wiki.hornbill.com/images/2/2c/Bpmassigntomostavailable.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|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|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.}} | + | {{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|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|System Timeline Update|Select if the default system text will be added to the timeline for this action}} | ||
| Line 1,703: | Line 1,512: | ||
{{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}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|RoundRobin|Assign on Round Robin Basis| | {{BPMAutomation|RoundRobin|Assign on Round Robin Basis| | ||
[[File:bpmroundrobin.png|thumb|link=https://wiki.hornbill.com/images/4/41/Bpmroundrobin.png|Round Robin BPM Operation]]| | [[File:bpmroundrobin.png|thumb|link=https://wiki.hornbill.com/images/4/41/Bpmroundrobin.png|Round Robin BPM Operation]]| | ||
| Line 1,711: | Line 1,518: | ||
{{bullet1|Request Id|This is a mandatory 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|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|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|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|Manual Timeline Update|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}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
==== Authorisation Decision ==== | ==== Authorisation Decision ==== | ||
Use the Authorisation Decision node to mark on a Change or Service Request form if an authorization decision has been made. | Use the Authorisation Decision node to mark on a Change or Service Request form if an authorization decision has been made. | ||
| Line 1,750: | Line 1,550: | ||
{{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.}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
| − | |||
| − | |||
====Collaboration==== | ====Collaboration==== | ||
Use the Collaboration node to post an automated update onto a public workspace at any stage in a process. This will be visible to members of the specified workspace, on the timeline of the workspace and their News Feeds. | Use the Collaboration node to post an automated update onto a public workspace at any stage in a process. This will be visible to members of the specified workspace, on the timeline of the workspace and their News Feeds. | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|CommentOnPost|Comment on Existing Public Workspace Post| | {{BPMAutomation|CommentOnPost|Comment on Existing Public Workspace Post| | ||
[[File:bpmcommentonpost.png|thumb|link=https://wiki.hornbill.com/images/d/d3/Bpmcommentonpost.png]]| | [[File:bpmcommentonpost.png|thumb|link=https://wiki.hornbill.com/images/d/d3/Bpmcommentonpost.png]]| | ||
| Line 1,792: | Line 1,586: | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
| − | |||
| − | |||
====Email Notifications==== | ====Email Notifications==== | ||
Use the Email Notification nodes to send email templates to different Request stakeholders. Configuration options include recipient, which email template to use and which mailbox to send the email from. | Use the Email Notification nodes to send email templates to different Request stakeholders. Configuration options include recipient, which email template to use and which mailbox to send the email from. | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|EmailContact|Email Contact| | {{BPMAutomation|EmailContact|Email Contact| | ||
[[File:bpmemailcontact.png|thumb|link=https://wiki.hornbill.com/images/6/68/Bpmemailcontact.png]]| | [[File:bpmemailcontact.png|thumb|link=https://wiki.hornbill.com/images/6/68/Bpmemailcontact.png]]| | ||
| Line 1,818: | Line 1,606: | ||
{{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.}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|EmailCoworker|Email Co-worker| | {{BPMAutomation|EmailCoworker|Email Co-worker| | ||
[[File:bpmemailcoworker.png|thumb|link=https://wiki.hornbill.com/images/b/b3/Bpmemailcoworker.png]]| | [[File:bpmemailcoworker.png|thumb|link=https://wiki.hornbill.com/images/b/b3/Bpmemailcoworker.png]]| | ||
| Line 1,837: | Line 1,623: | ||
{{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.}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|EmailCustomer|Email Customer| | {{BPMAutomation|EmailCustomer|Email Customer| | ||
[[File:bpmemailcustomer.png|thumb|link=https://wiki.hornbill.com/images/2/23/Bpmemailcustomer.png]]| | [[File:bpmemailcustomer.png|thumb|link=https://wiki.hornbill.com/images/2/23/Bpmemailcustomer.png]]| | ||
| Line 1,854: | Line 1,638: | ||
{{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.}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|EmailCustomerManager|Email Customer Manager| | {{BPMAutomation|EmailCustomerManager|Email Customer Manager| | ||
[[File:bpmemailcustomermanager.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmemailcustomermanager.png]]| | [[File:bpmemailcustomermanager.png|thumb|link=https://wiki.hornbill.com/images/9/9e/Bpmemailcustomermanager.png]]| | ||
| Line 1,871: | Line 1,653: | ||
{{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.}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|EmailExternalAddress|Email External Address| | {{BPMAutomation|EmailExternalAddress|Email External Address| | ||
[[File:bpmemailexternal.png|thumb|link=https://wiki.hornbill.com/images/4/4a/Bpmemailexternal.png]]| | [[File:bpmemailexternal.png|thumb|link=https://wiki.hornbill.com/images/4/4a/Bpmemailexternal.png]]| | ||
| Line 1,889: | Line 1,669: | ||
{{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.}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|EmailOwner|Email Request Owner| | {{BPMAutomation|EmailOwner|Email Request Owner| | ||
[[File:bpmemailowner.png|thumb|link=https://wiki.hornbill.com/images/e/ea/Bpmemailowner.png]]| | [[File:bpmemailowner.png|thumb|link=https://wiki.hornbill.com/images/e/ea/Bpmemailowner.png]]| | ||
| Line 1,906: | Line 1,684: | ||
{{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.}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
| − | |||
| − | |||
====Get Request Information==== | ====Get Request Information==== | ||
| − | Use the Get Request Information node at any stage in a process and preceding another | + | 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. |
| − | + | ||
| − | + | {{BPMAutomation|Category_Details|Catagory Details| | |
| − | + | [[File:bpmgetcategorydetails.png|thumb|link=]]| | |
| + | Use this automation to get information about the logging or closure categories. | | ||
| + | {{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}} | ||
| + | }} | ||
| + | |||
{{BPMAutomation|Customer_Details|Customer Details| | {{BPMAutomation|Customer_Details|Customer Details| | ||
[[File:bpmgetcustomerdetails.png|thumb|link=https://wiki.hornbill.com/images/3/3a/Bpmgetcustomerdetails.png]]| | [[File:bpmgetcustomerdetails.png|thumb|link=https://wiki.hornbill.com/images/3/3a/Bpmgetcustomerdetails.png]]| | ||
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{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}} | {{bullet1|Request ID|In almost all cases, this should be set to ''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|Source_Email_Details|Source Email Details| | {{BPMAutomation|Source_Email_Details|Source Email Details| | ||
[[File:bpmsourceemaildetails.png|thumb|link=https://wiki.hornbill.com/images/a/ad/Bpmsourceemaildetails.png]]| | [[File:bpmsourceemaildetails.png|thumb|link=https://wiki.hornbill.com/images/a/ad/Bpmsourceemaildetails.png]]| | ||
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{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}} | {{bullet1|Request ID|In almost all cases, this should be set to ''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|Organisation_Details|Organisation Details| | {{BPMAutomation|Organisation_Details|Organisation Details| | ||
[[File:bpmorganisationdetails.png|thumb|link=https://wiki.hornbill.com/images/1/1c/Bpmorganisationdetails.png]]| | [[File:bpmorganisationdetails.png|thumb|link=https://wiki.hornbill.com/images/1/1c/Bpmorganisationdetails.png]]| | ||
| Line 1,938: | Line 1,712: | ||
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}} | {{bullet1|Request ID|In almost all cases, this should be set to ''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|GetRequestInfoOwner|Owner Details| | {{BPMAutomation|GetRequestInfoOwner|Owner Details| | ||
[[File:getrequestownerbpm.png|thumb|link=https://wiki.hornbill.com/images/8/8b/Getrequestownerbpm.png]]| | [[File:getrequestownerbpm.png|thumb|link=https://wiki.hornbill.com/images/8/8b/Getrequestownerbpm.png]]| | ||
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{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}} | {{bullet1|Request ID|In almost all cases, this should be set to ''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|Request Details| | {{BPMAutomation|GetRequestInfoRequestDetails|Request Details| | ||
[[File:getrequestdetailsbpm.png|thumb|link=https://wiki.hornbill.com/images/b/bb/Getrequestdetailsbpm.png]]| | [[File:getrequestdetailsbpm.png|thumb|link=https://wiki.hornbill.com/images/b/bb/Getrequestdetailsbpm.png]]| | ||
| Line 1,954: | Line 1,724: | ||
{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}} | {{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Progessive_Capture_Answers|Progressive Capture Answers| | {{BPMAutomation|Progessive_Capture_Answers|Progressive Capture Answers| | ||
[[File:bpmprogressivecaptureanswers.png|thumb|link=https://wiki.hornbill.com/images/d/d7/Bpmprogressivecaptureanswers.png]]| | [[File:bpmprogressivecaptureanswers.png|thumb|link=https://wiki.hornbill.com/images/d/d7/Bpmprogressivecaptureanswers.png]]| | ||
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{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}} | {{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Service_Details|Service Details| | {{BPMAutomation|Service_Details|Service Details| | ||
[[File:bpmservicedetails.png|thumb|link=https://wiki.hornbill.com/images/1/10/Bpmservicedetails.png]]| | [[File:bpmservicedetails.png|thumb|link=https://wiki.hornbill.com/images/1/10/Bpmservicedetails.png]]| | ||
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{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}} | {{bullet1|Request ID|In almost all cases, this should be set to ''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| | {{BPMAutomation|GetRequestInfoRequestDetails|Site Details| | ||
[[File:getrequestsitebpm.png|thumb|link=https://wiki.hornbill.com/images/0/0a/Getrequestsitebpm.png]]| | [[File:getrequestsitebpm.png|thumb|link=https://wiki.hornbill.com/images/0/0a/Getrequestsitebpm.png]]| | ||
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{{bullet1|Request ID|In almost all cases, this should be set to ''Auto'' which will take the global variable for the request ID that the BPM is associated and apply all selected options to this request.}} | {{bullet1|Request ID|In almost all cases, this should be set to ''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| | {{BPMAutomation|GetTeamDetails|Team Details| | ||
[[File:getteamdetails.png|thumb|link=https://wiki.hornbill.com/images/a/a2/Getteamdetails.png]]| | [[File:getteamdetails.png|thumb|link=https://wiki.hornbill.com/images/a/a2/Getteamdetails.png]]| | ||
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</div> | </div> | ||
| − | + | -> | |
<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="integrationnewrequest"></div> | <div id="integrationnewrequest"></div> | ||
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</div> | </div> | ||
</div> | </div> | ||
| − | + | ||
====Linked Requests==== | ====Linked Requests==== | ||
Use the Linked Requests node to automatically post updates and resolve linked Requests. Linked requests are those that have been linked using the Link Action Item on a request form. | Use the Linked Requests node to automatically post updates and resolve linked Requests. Linked requests are those that have been linked using the Link Action Item on a request form. | ||
| − | + | ||
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | ||
* Resolve Linked Requests | * Resolve Linked Requests | ||
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</div> | </div> | ||
| − | |||
<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 Linked Requests | * Update Linked Requests | ||
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</div> | </div> | ||
</div> | </div> | ||
| − | |||
| − | + | ||
| − | + | ||
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| − | |||
| − | |||
==== Log Requests ==== | ==== Log Requests ==== | ||
Use the Log Request to automatically raise another request at a particular point in the workflow. | Use the Log Request to automatically raise another request at a particular point in the workflow. | ||
| − | + | ||
| − | |||
| − | |||
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | ||
<div id="LogNewChange"></div> | <div id="LogNewChange"></div> | ||
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:* ''' Description''' | :* ''' Description''' | ||
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description | :: To add a description to the new request, set to ''Manual'' and provide the required text for the description | ||
| + | {{bullet1|Customer (Co-worker)|The ID of the Customer to assign to the request}} | ||
| + | {{bullet1|Customer (Contact)| The ID of the Contact to assign to the request}} | ||
:* ''' Service ''' | :* ''' Service ''' | ||
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list. If a Service is specified without a Catalog Item, the BPM workflow set against this request type on the Service Configuration will be used on the new request. | :: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list. If a Service is specified without a Catalog Item, the BPM workflow set against this request type on the Service Configuration will be used on the new request. | ||
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:* ''' Copy Questions? ''' | :* ''' Copy Questions? ''' | ||
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes'' | :: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes'' | ||
| + | {{Bullet1|Copy Assets|Copy the assets that are associated to the original request. Set to ''Manual'' and select ''Yes''}} | ||
:* ''' System Timeline Update ''' | :* ''' System Timeline Update ''' | ||
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes'' | :: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes'' | ||
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</div> | </div> | ||
</div> | </div> | ||
| − | + | ||
| − | |||
| − | |||
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | ||
<div id="LogNewIncident"></div> | <div id="LogNewIncident"></div> | ||
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:* ''' Description''' | :* ''' Description''' | ||
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description | :: To add a description to the new request, set to ''Manual'' and provide the required text for the description | ||
| + | {{bullet1|Customer (Co-worker)|The ID of the Customer to assign to the request}} | ||
| + | {{bullet1|Customer (Contact)| The ID of the Contact to assign to the request}} | ||
:* ''' Service ''' | :* ''' Service ''' | ||
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list. If a Service is specified without a Catalog Item, the BPM workflow set against this request type on the Service Configuration will be used on the new request. | :: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list. If a Service is specified without a Catalog Item, the BPM workflow set against this request type on the Service Configuration will be used on the new request. | ||
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:* ''' Copy Questions? ''' | :* ''' Copy Questions? ''' | ||
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes'' | :: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes'' | ||
| + | {{Bullet1|Copy Assets|Copy the assets that are associated to the original request. Set to ''Manual'' and select ''Yes''}} | ||
:* ''' System Timeline Update ''' | :* ''' System Timeline Update ''' | ||
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes'' | :: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes'' | ||
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</div> | </div> | ||
</div> | </div> | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|LogNewKnownError|Log New Known Error| | {{BPMAutomation|LogNewKnownError|Log New Known Error| | ||
[[File:Log_New_Known_Error.png|thumb|link=https://wiki.hornbill.com/images/c/c6/Log_New_Known_Error.png]]| | [[File:Log_New_Known_Error.png|thumb|link=https://wiki.hornbill.com/images/c/c6/Log_New_Known_Error.png]]| | ||
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{{bullet1|Copy Root Cause?|To use the same Root Cause as the originating problem record, set to ''Manual'' and select ''Yes''}} | {{bullet1|Copy Root Cause?|To use the same Root Cause as the originating problem record, set to ''Manual'' and select ''Yes''}} | ||
{{bullet1|Copy Workaround?|To use the same Workaround as the originating problem record, set to ''Manual'' and select ''Yes''}} | {{bullet1|Copy Workaround?|To use the same Workaround as the originating problem record, set to ''Manual'' and select ''Yes''}} | ||
| + | {{Bullet1|Copy Assets|Copy the assets that are associated to the original request. Set to ''Manual'' and select ''Yes''}} | ||
{{bullet1|System Timeline Update|To include a Timeline entry in the new known error to record the raising of the new request, set to ''Manual'' and select ''Yes''}} | {{bullet1|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|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.}} | {{bullet1|Visibility|Set the Visibility of the Timeline Entry if one is provided.}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | ||
<div id="LogNewProblem"></div> | <div id="LogNewProblem"></div> | ||
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:* ''' Copy Questions? ''' | :* ''' Copy Questions? ''' | ||
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes'' | :: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes'' | ||
| + | {{Bullet1|Copy Assets|Copy the assets that are associated to the original request. Set to ''Manual'' and select ''Yes''}} | ||
:* ''' System Timeline Update ''' | :* ''' System Timeline Update ''' | ||
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes'' | :: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes'' | ||
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</div> | </div> | ||
</div> | </div> | ||
| − | + | ||
| − | |||
| − | |||
<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="LogNewRelease"></div> | <div id="LogNewRelease"></div> | ||
| Line 2,461: | Line 2,216: | ||
:* ''' Category ''' | :* ''' Category ''' | ||
:: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector. | :: To add a Request Category to the new request, set to ''Manual'' and click on the edit button to open the Category selector. | ||
| + | {{Bullet1|Release Type|Set the Release Type for this Release. The options are driven from the 'releaseRequestType' Simple List.}} | ||
:* ''' Team ''' | :* ''' Team ''' | ||
:: To add a Team to the new request, set to ''Manual'' and select a team from the pick list | :: To add a Team to the new request, set to ''Manual'' and select a team from the pick list | ||
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:* ''' Copy Questions? ''' | :* ''' Copy Questions? ''' | ||
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes'' | :: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes'' | ||
| + | {{Bullet1|Copy Assets|Copy the assets that are associated to the original request. Set to ''Manual'' and select ''Yes''}} | ||
:* ''' System Timeline Update ''' | :* ''' System Timeline Update ''' | ||
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes'' | :: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes'' | ||
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</div> | </div> | ||
</div> | </div> | ||
| − | + | ||
| − | |||
| − | |||
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | ||
<div id="LogNewRequest"></div> | <div id="LogNewRequest"></div> | ||
| Line 2,519: | Line 2,274: | ||
:* ''' Description''' | :* ''' Description''' | ||
:: To add a description to the new request, set to ''Manual'' and provide the required text for the description | :: To add a description to the new request, set to ''Manual'' and provide the required text for the description | ||
| + | {{bullet1|Customer (Co-worker)|The ID of the Customer to assign to the request}} | ||
| + | {{bullet1|Customer (Contact)| The ID of the Contact to assign to the request}} | ||
:* ''' Service ''' | :* ''' Service ''' | ||
:: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list. If a Service is specified without a Catalog Item, the BPM workflow set against this request type will be used on the new request. | :: To add a Service to the new request, set to ''Manual'' and select a Service from the pick list. If a Service is specified without a Catalog Item, the BPM workflow set against this request type will be used on the new request. | ||
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:* ''' Copy Questions? ''' | :* ''' Copy Questions? ''' | ||
:: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes'' | :: To use the same answers to the questions section on the originating request, set to ''Manual'' and select ''Yes'' | ||
| + | {{Bullet1|Copy Assets|Copy the assets that are associated to the original request. Set to ''Manual'' and select ''Yes''}} | ||
:* ''' System Timeline Update ''' | :* ''' System Timeline Update ''' | ||
:: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes'' | :: To include a Timeline entry in the new request to record the raising of the new request, set to ''Manual'' and select ''Yes'' | ||
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{{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.}} | {{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 === | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Delete_Questions|Delete Questions| | {{BPMAutomation|Delete_Questions|Delete Questions| | ||
[[File:bpmdeletequestions.png|thumb|link=https://wiki.hornbill.com/images/2/26/Bpmdeletequestions.png]]| | [[File:bpmdeletequestions.png|thumb|link=https://wiki.hornbill.com/images/2/26/Bpmdeletequestions.png]]| | ||
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}} | }} | ||
| − | + | ||
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| − | |||
===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 | + | Use the Request Service node, if you wish to automate the availability status setting of the service associated to a request, or to automate adding related services of the request service to the request. |
| − | < | + | |
| − | + | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | |
| − | < | + | * Add Related Services |
| + | <div class="mw-collapsible-content"> | ||
| + | :* '''Request ID''' - This is an automatic option and should be set to ''Auto'' | ||
| + | :* '''Relationship Type''' - Select which services to relate to the request, based on their relationship type to the request service. | ||
| + | :* '''System Timeline Update''' - Select if the default system text will be added to the timeline for this action | ||
| + | :* '''Manual Timeline Update''' - Select Yes to override the default System timeline Text, and add your own text which will appear in the timeline update for this action | ||
| + | :* '''Visibility''' - Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals. | ||
| + | |||
| + | [[File: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"> | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | ||
* Update Service Status | * Update Service Status | ||
<div class="mw-collapsible-content"> | <div class="mw-collapsible-content"> | ||
:* '''Request ID''' - This is an automatic options and should be set to ''Auto'' | :* '''Request ID''' - This is an automatic options and should be set to ''Auto'' | ||
| − | :* '''Status''' - Select the Status to set the Service's Availability too, or choose No Status if no Status is required to be displayed for the Service. | + | :* '''Status''' - 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. | :* '''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]] | [[File:Update_Request_Service_Status.png|centre|600px]] | ||
</div> | </div> | ||
| − | |||
| − | + | ||
| − | |||
| − | |||
| − | |||
| − | |||
===Suspend=== | ===Suspend=== | ||
Use the Suspend nodes if you wish to suspend the progress of the workflow until a defined action is performed manually on the Request. This could include waiting for a Priority to be set, a Customer added, Ownership set or the Resolution defined. Configuration options include the ability to specify the context (which Action Bar icon) the Request will appear in whilst waiting for the Suspend (manual action) to be performed. | 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. | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Await_Expiry|Await Expiry| | {{BPMAutomation|Await_Expiry|Await Expiry| | ||
[[File:bpmwaitforexpiry.png|thumb|link=https://wiki.hornbill.com/images/2/29/Bpmwaitforexpiry.png]]| | [[File:bpmwaitforexpiry.png|thumb|link=https://wiki.hornbill.com/images/2/29/Bpmwaitforexpiry.png]]| | ||
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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"}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Wait_for_Request_Authorisers|Wait for List of Request Authorisers| | {{BPMAutomation|Wait_for_Request_Authorisers|Wait for List of Request Authorisers| | ||
[[File:bpmwaitforlistofapprovers.png|thumb|link=https://wiki.hornbill.com/images/8/89/Bpmwaitforlistofapprovers.png]]| | [[File:bpmwaitforlistofapprovers.png|thumb|link=https://wiki.hornbill.com/images/8/89/Bpmwaitforlistofapprovers.png]]| | ||
| Line 2,656: | Line 2,406: | ||
:[[File:Information.png|14px|text-top|Information]] Once the authorisers have been submited the ''Auto Assign Authorisation'' BPM node is used to distribute the authorisation tasks. The ''Auto Assign Authorisation'' BPM Node must follow the ''Wait for List of Request Authorisors'' BPM Node, either immediately after or later on in the workflow at the point when you want the authorisations to be sent out. | :[[File: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| | {{BPMAutomation|Wait_for_Attachment|Wait for Attachment| | ||
[[File:bpmwaitforattachment.png|thumb|link=https://wiki.hornbill.com/images/6/67/Bpmwaitforattachment.png]]| | [[File:bpmwaitforattachment.png|thumb|link=https://wiki.hornbill.com/images/6/67/Bpmwaitforattachment.png]]| | ||
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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"}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Wait_for_Request_Closure|Wait for Request Closure| | {{BPMAutomation|Wait_for_Request_Closure|Wait for Request Closure| | ||
[[File:bpmwaitforclosure.png|thumb|link=https://wiki.hornbill.com/images/0/0a/Bpmwaitforclosure.png]]| | [[File:bpmwaitforclosure.png|thumb|link=https://wiki.hornbill.com/images/0/0a/Bpmwaitforclosure.png]]| | ||
| Line 2,684: | Line 2,430: | ||
{{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"}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Wait_for_Request_Closure_Category|Wait for Request Closure Category| | {{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]]| | [[File:bpmwaitforclosurecategory.png|thumb|link=https://wiki.hornbill.com/images/2/2b/Bpmwaitforclosurecategory.png]]| | ||
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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"}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Wait_for_Customer|Wait for Customer| | {{BPMAutomation|Wait_for_Customer|Wait for Customer| | ||
[[File:bpmwaitforcustomer.png|thumb|link=https://wiki.hornbill.com/images/a/a2/Bpmwaitforcustomer.png]]| | [[File:bpmwaitforcustomer.png|thumb|link=https://wiki.hornbill.com/images/a/a2/Bpmwaitforcustomer.png]]| | ||
| Line 2,712: | Line 2,454: | ||
{{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"}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|SuspendAndWaitForFeedback|Wait for Feedback| | {{BPMAutomation|SuspendAndWaitForFeedback|Wait for Feedback| | ||
[[File:bpmswaitforfeedback.png|thumb|link=https://wiki.hornbill.com/images/8/83/Bpmswaitforfeedback.png]]| | [[File:bpmswaitforfeedback.png|thumb|link=https://wiki.hornbill.com/images/8/83/Bpmswaitforfeedback.png]]| | ||
| Line 2,726: | Line 2,466: | ||
{{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"}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Wait_for_Request_Description|Wait for Request Description| | {{BPMAutomation|Wait_for_Request_Description|Wait for Request Description| | ||
[[File:bpmwaitfordescription.png|thumb|link=https://wiki.hornbill.com/images/a/ad/Bpmwaitfordescription.png]]| | [[File:bpmwaitfordescription.png|thumb|link=https://wiki.hornbill.com/images/a/ad/Bpmwaitfordescription.png]]| | ||
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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"}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Wait_for_Document|Wait for Document| | {{BPMAutomation|Wait_for_Document|Wait for Document| | ||
[[File:bpmwaitfordocument.png|thumb|link=]]| | [[File:bpmwaitfordocument.png|thumb|link=]]| | ||
| Line 2,754: | Line 2,490: | ||
{{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"}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|waitForRequestEmail|Wait for Request Email| | {{BPMAutomation|waitForRequestEmail|Wait for Request Email| | ||
[[File:bpmwaitforrequestemail.png|thumb|link=https://wiki.hornbill.com/images/a/a1/Bpmwaitforrequestemail.png]]| | [[File:bpmwaitforrequestemail.png|thumb|link=https://wiki.hornbill.com/images/a/a1/Bpmwaitforrequestemail.png]]| | ||
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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"}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Wait_for_External_Reference|Wait for External Reference| | {{BPMAutomation|Wait_for_External_Reference|Wait for External Reference| | ||
[[File:bpmwaitforexternalreference.png|thumb|link=https://wiki.hornbill.com/images/9/9c/Bpmwaitforexternalreference.png]]| | [[File:bpmwaitforexternalreference.png|thumb|link=https://wiki.hornbill.com/images/9/9c/Bpmwaitforexternalreference.png]]| | ||
| Line 2,782: | Line 2,514: | ||
{{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"}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Wait_for_Impact_Assessment|Wait for Impact Assessment| | {{BPMAutomation|Wait_for_Impact_Assessment|Wait for Impact Assessment| | ||
[[File:bpmwaitforimpactassessment.png|thumb|link=https://wiki.hornbill.com/images/c/c9/Bpmwaitforimpactassessment.png]]| | [[File:bpmwaitforimpactassessment.png|thumb|link=https://wiki.hornbill.com/images/c/c9/Bpmwaitforimpactassessment.png]]| | ||
| Line 2,796: | Line 2,526: | ||
{{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"}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Wait_for_Linked_Assets|Wait for Linked Assets| | {{BPMAutomation|Wait_for_Linked_Assets|Wait for Linked Assets| | ||
[[File:bpmwaitforlinkedassets.png|thumb|link=https://wiki.hornbill.com/images/d/df/Bpmwaitforlinkedassets.png]]| | [[File:bpmwaitforlinkedassets.png|thumb|link=https://wiki.hornbill.com/images/d/df/Bpmwaitforlinkedassets.png]]| | ||
| Line 2,810: | Line 2,538: | ||
{{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"}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|waitForLinkedRequest|Wait for Linked Request| | {{BPMAutomation|waitForLinkedRequest|Wait for Linked Request| | ||
[[File:bpmwaitforlinkedrequest.png|thumb|link=https://wiki.hornbill.com/images/5/51/Bpmwaitforlinkedrequest.png]]| | [[File:bpmwaitforlinkedrequest.png|thumb|link=https://wiki.hornbill.com/images/5/51/Bpmwaitforlinkedrequest.png]]| | ||
| Line 2,826: | Line 2,552: | ||
{{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"}} | ||
}} | }} | ||
| − | + | ||
| − | + | {{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| | {{BPMAutomation|waitForLinkedRequestUpdate|Wait for Linked Request Update| | ||
[[File:bpmwaitforlinkedrequestupdate.png|thumb|link=https://wiki.hornbill.com/images/f/fc/Bpmwaitforlinkedrequestupdate.png]]| | [[File:bpmwaitforlinkedrequestupdate.png|thumb|link=https://wiki.hornbill.com/images/f/fc/Bpmwaitforlinkedrequestupdate.png]]| | ||
| Line 2,842: | Line 2,582: | ||
{{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"}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Wait_for_Linked_Services|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]]| | [[File:bpmwaitforlinkedservice.png|thumb|link=https://wiki.hornbill.com/images/6/61/Bpmwaitforlinkedservice.png]]| | ||
| Line 2,856: | Line 2,594: | ||
{{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"}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Wait_for_New_Request_Owner|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]]| | [[File:bpmwaitfornewrequestowner.png|thumb|link=https://wiki.hornbill.com/images/5/54/Bpmwaitfornewrequestowner.png]]| | ||
| Line 2,870: | Line 2,606: | ||
{{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"}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Wait_for_Request_Off_Hold|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]]| | [[File:bpmwaitforoffhold.png|thumb|link=https://wiki.hornbill.com/images/3/3d/Bpmwaitforoffhold.png]]| | ||
| Line 2,884: | Line 2,618: | ||
{{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"}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Wait_for_Request_Owner|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]]| | [[File:bpmwaitforowner.png|thumb|link=https://wiki.hornbill.com/images/e/ec/Bpmwaitforowner.png]]| | ||
| Line 2,898: | Line 2,630: | ||
{{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"}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Wait_for_Request_Priority|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]]| | [[File:bpmwaitforpriority.png|thumb|link=https://wiki.hornbill.com/images/b/b5/Bpmwaitforpriority.png]]| | ||
| Line 2,912: | Line 2,642: | ||
{{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"}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Wait_for_Request_Category|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]]| | [[File:bpmwaitforrequestcategory.png|thumb|link=https://wiki.hornbill.com/images/b/b2/Bpmwaitforrequestcategory.png]]| | ||
| Line 2,926: | Line 2,654: | ||
{{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"}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Wait_for_Request_Resolution|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]]| | [[File:bpmwaitforrequestresolution.png|thumb|link=https://wiki.hornbill.com/images/f/f5/Bpmwaitforrequestresolution.png]]| | ||
| Line 2,940: | Line 2,666: | ||
{{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"}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Wait_for_Request_Site|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]]| | [[File:bpmwaitforrequestsite.png|thumb|link=https://wiki.hornbill.com/images/4/4b/Bpmwaitforrequestsite.png]]| | ||
| Line 2,954: | Line 2,678: | ||
{{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"}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Wait_for_Status_Change|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]]| | [[File:bpmwaitforstatuschange.png|thumb|link=https://wiki.hornbill.com/images/0/04/Bpmwaitforstatuschange.png]]| | ||
| Line 2,969: | Line 2,691: | ||
{{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"}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Wait_for_Request_Summary|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]]| | [[File:bpmwaitforrequestsummary.png|thumb|link=https://wiki.hornbill.com/images/4/47/Bpmwaitforrequestsummary.png]]| | ||
| Line 2,983: | Line 2,703: | ||
{{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"}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Wait_for_Request_Team|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]]| | [[File:bpmwaitforrequestteam.png|thumb|link=https://wiki.hornbill.com/images/4/46/Bpmwaitforrequestteam.png]]| | ||
| Line 2,997: | Line 2,715: | ||
{{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"}} | ||
}} | }} | ||
| − | + | ||
| − | |||
| − | |||
{{BPMAutomation|Wait_for_Request_Update|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]]| | [[File:bpmwaitforrequestupdate.png|thumb|link=https://wiki.hornbill.com/images/c/c2/Bpmwaitforrequestupdate.png]]| | ||
| Line 3,011: | Line 2,727: | ||
{{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"}} | ||
}} | }} | ||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
===Update Request=== | ===Update Request=== | ||
| Line 3,053: | Line 2,763: | ||
</div> | </div> | ||
| − | + | ||
<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="UpdateCustomer"></div> | <div id="UpdateCustomer"></div> | ||
| Line 3,078: | Line 2,788: | ||
</div> | </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.}} | ||
| + | }} | ||
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px" id="Details"> | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px" id="Details"> | ||
* Details | * Details | ||
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</div> | </div> | ||
</div> | </div> | ||
| − | |||
<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"> | ||
| Line 3,143: | Line 2,845: | ||
</div> | </div> | ||
| − | + | ||
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px" id="Details"> | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px" id="Details"> | ||
<div id="FirstTimeFix"></div> | <div id="FirstTimeFix"></div> | ||
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</div> | </div> | ||
</div> | </div> | ||
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | ||
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</div> | </div> | ||
</div> | </div> | ||
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{{BPMAutomation|Update_Service|Service| | {{BPMAutomation|Update_Service|Service| | ||
[[File:bpm_update_service.png|thumb|link=https://wiki.hornbill.com/images/1/13/Bpm_update_service.png]]| | [[File:bpm_update_service.png|thumb|link=https://wiki.hornbill.com/images/1/13/Bpm_update_service.png]]| | ||
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{{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}} | {{bullet1|Visibility|Choose what level of visibility will be automatically applied to this update. Choosing anything other than Customer will result in the customer not seeing the update in the timeline of their requests on the Service or Customer Portals}} | ||
}} | }} | ||
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | ||
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</div> | </div> | ||
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<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="UpdateSite"></div> | <div id="UpdateSite"></div> | ||
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</div> | </div> | ||
</div> | </div> | ||
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<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"> | ||
* Site (Customer' Site) | * Site (Customer' Site) | ||
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</div> | </div> | ||
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===Request Timers=== | ===Request Timers=== | ||
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{{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.}} | {{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> | <br> | ||
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | ||
* Start Resolver Timer | * Start Resolver Timer | ||
| Line 3,403: | Line 3,090: | ||
</div> | </div> | ||
</div> | </div> | ||
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | ||
* Stop Resolution Timer | * Stop Resolution Timer | ||
| Line 3,416: | Line 3,101: | ||
</div> | </div> | ||
</div> | </div> | ||
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | ||
* Start Response Timer | * Start Response Timer | ||
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</div> | </div> | ||
</div> | </div> | ||
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px"> | ||
* Stop Response Timer | * Stop Response Timer | ||
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</div> | </div> | ||
</div> | </div> | ||
| − | + | ||
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{{BPMAutomation|Pause_Resolution_Timer|Pause Resolution Timer| | {{BPMAutomation|Pause_Resolution_Timer|Pause Resolution Timer| | ||
[[File:Pause_Resolution_Timer.png|thumb|link=https://wiki.hornbill.com/images/5/58/Pause_Resolution_Timer.png]]| | [[File:Pause_Resolution_Timer.png|thumb|link=https://wiki.hornbill.com/images/5/58/Pause_Resolution_Timer.png]]| | ||
| Line 3,450: | Line 3,129: | ||
{{bullet1|Request Id|This is a mandatory 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''}} | ||
}} | }} | ||
| − | + | ||
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{{BPMAutomation|Resume_Resolution_Timer|Resume Resolution Timer| | {{BPMAutomation|Resume_Resolution_Timer|Resume Resolution Timer| | ||
[[File:Resume_Resolution_Timer.png|thumb|link=https://wiki.hornbill.com/images/c/c0/Resume_Resolution_Timer.png]]| | [[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| | 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''}} | {{bullet1|Request Id|This is a mandatory 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.
