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Showing results for tags 'event'.
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As discussed on the Supplier Manager Webinar, it is possible to trigger the start and stop of a Event linked to a Supplier, from the workflow in Service Manager, there will be occasions when within a single event the timer being run against the supplier will need to be paused. Starting and Stopping multiple events for a single 'service incident' would not give a true reflection of the service level being provided. For example, depending on the service involved there may be a period of time the responsibility returns to us the consumer of the service where the time would not run. i.e. arrange remote access, scheduling engineer visit/downtime, dispatching unit to the supplier etc Therefore can I raise an enhancement request to add the ability to 'Pause' and 'OnHold Until' the Supplier Event Timer in the BPM. Cheers Martyn
Hi, Quick question: is it possible to hard code a contact when a certain condition is met with service levels? At the moment, it seems we can only pick the request's owner or its manager. In our case, this is a major problem for response SLA because the request rarely assigned to a person when it breaches (or is about to). Any ideas? Can I hard code the name in the database directly? Thanks, Lyonel
It would be really useful to be able to trigger a BPM flow from an event, similar to the Support Works VPME Call Action Events, so that you can setup processes outside the main request process which happen when a certain event occurs. For example when an request is updated via the customer/service portal, you could trigger a BPM process to check the request status, if is on hold, create an task/activity for the owner or 1st Tier team to review the update and determine if the request needs to be taken off hold. Is this something that is being considered? Cheers Martyn