Daniel Smith

Steve, exactly... the switch capture switches the capture but not the BPM. I was trying to figure out to switch both and got there in the end. In the BPM attached to the initial catalog item used to work out which process it should follow, i have switch capture in the intelligent capture and then a matching update request service in the BPM to use the correct BPM based on the answers to the questions in the initial capture: The "Assess BPM" set to manual -> yes is the key element that switches to the correct BPM associated with the catalogue item. Took a minute to get there but feels like this should be a feature or a little more documented on how to achieve this!

Thanks for the response! There is indeed that automation node that you can use to switch service but how to actually use it in context to be able to get it to apply the correct BPM is the problem, a few other threads allude to it but no actual solution is given and i am unable to get it to do what i need it to do. Seems overly complicated for something so straightforward.

It is a little different, my IC creates a ticket, but using the default BPM assigned to the Change Category on the service a opposed to the ones i want it to. But cannot see a way of telling it to use the correct BPM if it isn't picking it up as part of the Switch capture.

I have been reading through the forum and found a few posts that relate to my issue but don't actually define the solution used to resolve the problem, my issue is very simple. I am creating a single Pro Cap that based on the answers to the questions will use Switch Captures to redirect to 1 of 3 different pro captures as part of our change management risk assessment process. I have created the 3 catalog items which all work expected when used directly, each has their own BPM (We have standard change, Major change and Emergency change with different requirements). I have then created a single catalog item with the appropriate logic to switch to the required entity based on the relevant risk assessment. The issue i have is that regardless of which switch capture it triggers, it uses the default BPM on the service. I am struggling to understand how to define the BPM that should be used in each case. I assumed that the BPM would follow the settings against the Catalog item that the switch capture uses, but it doesnt appear to be the case! Any assistance would hugely appreciated.

Hi Jim, Thanks for the response! Seems like i am on the right lines so i will keep plugging away. I have set the Supporting Teams across both Services but neither of my test users can see the new Service Portfolio i have created. I would of assumed it would infer the services from the Supporting Teams permissions, but despite both "Teams" being added, neither user is able to see the service when creating new tickets: I think this is the Crux of my issue... no one can see the new service correctly so i can't get any further is moving tickets around!

Hi all! We have an office out in India and are trying to create a separate area within Service Manager that is structured to allow us to be able to see and manage tickets and Queues within the new area but to not allow access the other way. There are 2 things I either can't figure out or confirm if they are possible: 1. Can Incidents be passed between Services? E.G. If a ticket is raised against Service A and assigned to UK Company -> UK IT Support, can that ticket be re-assigned to Service B and assigned to India Company -> India IT Support Team? 2. How do you define which Service Portfolio is available for users? My test user is a member of the new Org / Team but cannot see the newly created service when creating a new ticket despite permissions being set to allow them to see the new Portfolio? Is anyone able to assist with these points? If it is not possible to accomplish this using split Service Portfolios, is there a way i can segregate a "Team" and remove the ability to see any tickets raised against the Service that are not directly related or assigned to the Team? Open to suggestion! Kind regards Dan