Difference between revisions of "Two Stage Closure"
Jump to navigation
Jump to search
| (3 intermediate revisions by 2 users not shown) | |||
| Line 1: | Line 1: | ||
| + | This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/resolve-and-close-action#two-stage-closure Hornbill Document Library]. | ||
| + | |||
| + | [[file:hornbill-document-library.png|Two Stage Closure|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/resolve-and-close-action#two-stage-closure]] | ||
| + | <!-- | ||
| + | |||
{{DISPLAYTITLE:Hornbill How To: Two Stage Closure in Service Manager}}__NOTOC__ | {{DISPLAYTITLE:Hornbill How To: Two Stage Closure in Service Manager}}__NOTOC__ | ||
<div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"> | <div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"> | ||
| Line 16: | Line 21: | ||
== Related Articles == | == Related Articles == | ||
:* [[Service_Manager|Service Manager]] | :* [[Service_Manager|Service Manager]] | ||
| − | :* [[ | + | :* [[Employee Portal|Employee Portal]] |
:* [[Service_Manager_Business_Process_Workflow| Service Manager Business Process Workflow]] | :* [[Service_Manager_Business_Process_Workflow| Service Manager Business Process Workflow]] | ||
|} | |} | ||
| Line 43: | Line 48: | ||
The first thing to be set up is an Automated Task node – which has a type of '''“Suspend - Wait for Status Change”'''. We know that by the time it reaches this node, the status of the request will be “Resolved”. This pauses the process until the status changes to either Closed or back to Open – as per the scenarios above. | The first thing to be set up is an Automated Task node – which has a type of '''“Suspend - Wait for Status Change”'''. We know that by the time it reaches this node, the status of the request will be “Resolved”. This pauses the process until the status changes to either Closed or back to Open – as per the scenarios above. | ||
| − | Within the configuration of this node, you will also have the option to set an '''Expiry Period'''. This is the period that this Suspend node will stay active for, before it automatically moves on to the next node in the process – which is how it possible to set up the automatic closure after a defined number of days. | + | Within the configuration of this node, you will also have the option to set an '''Expiry Period'''. This is the period that this Suspend node will stay active for, before it automatically moves on to the next node in the process – which is how it possible to set up the automatic closure after a defined number of days. The expiry period is in working hours and will adhere to the hours configured in the "ServiceDeskDefaultCalendar" working time calendar found in Hornbill Administration, Home > System > Working Time Calendars. |
[[File:2Stage2.png|800px]] | [[File:2Stage2.png|800px]] | ||
| Line 58: | Line 63: | ||
<br> | <br> | ||
<br> | <br> | ||
| − | 2) '''Expired''' - This decision criteria is based on if the status has remained as resolved and Expiry Time we provided has elapsed | + | 2) '''Expired''' - This decision criteria is based on if the status has remained as resolved and Expiry Time we provided has elapsed. The expiry time is in working hours and will adhere to the hours configured in the "ServiceDeskDefaultCalendar" working time calendar found in Hornbill Administration. |
<br> | <br> | ||
<br> | <br> | ||
| Line 81: | Line 86: | ||
[[File:2Stage6png.png|1000px]] | [[File:2Stage6png.png|1000px]] | ||
| − | |||
[[Category:Service Manager]][[Category:How To]][[Category:How To - Service Manager]] | [[Category:Service Manager]][[Category:How To]][[Category:How To - Service Manager]] | ||
| + | --> | ||
| + | [[Category:HDOC]] | ||
Latest revision as of 20:24, 26 April 2024
This document can now be found at its new location in the Hornbill Document Library.
