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Found 12 results

  1. Currently the 'Wait for Status Change' node only completes when the primary 'Status' changes i.e. from 'OnHold' to 'Open'. It does not trigger is the SubStatus is changed within the same parent 'Status', i.e. changes from 'Open->Pending with AM' to 'Open->Pending with Analyst'. Can the node be extended to have the option to trigger on a change to the SubStatus or can a new Suspend Node be for this. i.e. 'Wait for SubStatus Change'? Cheers Martyn
  2. Can a new Suspend - Await Feedback option be added to the Suspend Node with Expiry. Our aim is to have a post closure process which triggers after the feedback has been provided, to follow up negative feedback. If it is possible if a variable or input can be used to get the Service Feedback Expiry period set in the service definition. Cheers Martyn
  3. elated to my post regarding 'Suspend and Wait Feedback' (link at the bottom of this post), can all the Suspend Node be updated to allow the insertion of separate variables into the Expire Period values for Years, Month, Days, Hours and Mins. This will provide flexibility to set different Expiry periods without having to hard code in the BPM with multiple decision nodes. Cheers Martyn
  4. In order to try an get a workaround to the issue with the 'Wait for Status Change' node not triggering when the SubStatus is changed (post link at the bottom of this one) I am attempting to use the 'Wait for Request Update' node. My logic was that I could use the 'Wait for Request Update' node to suspend the workflow and then check if the SubStatus had changed. If not return to the suspend node and wait for the next request update. Extract of the workflow and condition statement below. However my BPM do not un-suspend when making a change to sub status, which leads me on to my question of what does trigger the 'Wait for Request Update' suspend node to complete? Cheers Martyn
  5. Afternoon, As part of a process i'm building we suspend a ticket, wait for request email: However once the email has been received into the ticket, the process is not starting up again, it should the move the ticket to open. However that is not happening? Am i assuming the node does something it doesn't or is there a issue? If this isn't the node to use to start the process up again could someone please point me in the right direction? Many thanks Hayley
  6. Are there any thoughts about having Wait for Attachment in a suspend node there is the option to change the focus but not to wait? Also, we would like a BPM task to indicate if there is an attachment in the request and to pull the description/filename into the task, but can't currently find a way of doing this.
  7. In our Incident process we have automatic assignemt to a team and then a "Suspend, wait for request owner" node where the analyst in charge of the "Inbox" manually assigns tickets to an analyst depending on product and availability. Is there a way to set a timer on the suspend node so that if a request has not been assigned to an owner for a set period of time, a manager is notified?
  8. Hi, I am currently working on our Problem and Known Error processes in Service Manager. As part of the Problem process, I would like the process to wait for the workaround tab to be populated before it can move on. I think I've located, under "Wait for Request Update" (Action Focus = Workaround), the way to do this however the process is just skipping this node. Is there a specific node I need to put prior to the Wait for Request Update node? I've configured various other processes with "Wait for Request Update" nodes (other action focuses, including resolution etc.) and don't recall ever having issues with those. Thanks Lauren
  9. Hi all, Our Incident BPM is set to suspend for a number of reasons after logging the call. The user will log the call in the portal and then the BPM will suspend - wait for owner. Once owner is assigned it will suspend - wait for category. Now, when the BPM is suspended it will normally focus on the action it is waiting for, however on wait for category there is no auto focus. The analysts have to go into Details > Edit > Category to set the category which is a little out of the way and during our internal test phase almost all of the logged incidents have been logged without a category. There is also nothing to tell them what the BPM is waiting for so most of them didn't know they had missed anything and the ones who did know didn't know what it was. The BPM will not move on correctly without the category and tasks are not generated with is kind of the point of the BPM in the first place. Can I raise an enhancement request to make the suspend - wait for category auto focus on the required step or (preferably) present the analyst with a list of categories to select from based on the category level of the service? I don't want to add it to the procap as I don't want users picking their own categories as that is always a bad idea. Any other ideas welcomed. Thanks Dan
  10. Good morning, I have been asked to investigate if there is a way to stop accounts from suspending, when users put there password in wrong? Many thanks Hayley.
  11. It would be useful to be able to mark a service subscription as for an customer organisation (or other subscription containers) as suspended or archived to stop the customer from logging new requests if their maintenance has expired (suspended) or removed form their service list when they have stopped using that service. The latter we can of course achieve by deleting subscription, but the former would be useful. Cheers Martyn
  12. We are attempting to implement a process where the analyst will put the incident on hold after carrying out their initial investigation task and either requesting the customer to provide more information or test to see if the issue is resolved. Therefore we want the process to suspend awaiting for change in status, i.e. status <> hold, so then a decision node can be used to determine the next task to be created depending on status it has been changed too. At the moment there is no suspend node to pause the task awaiting the status to change from its current value, therefore could this be raised as Request for Change. Thanks. Martyn
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