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Found 7 results

  1. When configuring SLA response and resolution targets and expiry times on certain BP nodes you might find the target being set differently than possibly expected. This is because a common oversight as these timers needs to be expressed in SLC (Service Level Calendar) times or working hours or business hours (which are usually X hours/day) rather than calendar time (which is 24 hrs/day). When configuring a target time of N days, the value needed to be set would be N working days rather than N calendar days. The value that needs to be set will be obtained by multiplying N with the number of
  2. As you are probably aware it is not possible to have more that one input path into a business process decision node. Like this: However, there are scenarios when configuration requires that multiple paths converge at some point into one decision node. Like this: If you try and create a link the second node into the decision node, it will fail and this message will be displayed: "The target node has too many entry points". This scenario has been catered for by introducing an "intermediate" node in which all nodes converge before the decision, then create a single link betwee
  3. When making changes to a business process you might find these changes not being applied on newly raised requests. This is a common oversight and it happens because the version of the process which contains the changes has not been published. If making changes in a process and save an activate the process, the new version created also needs to be published if you need the changes to take effect in the newly raised requests. Publishing a version of the process is done from the "Publishing Manager" interface within the business process designer.
  4. Afternoon, Is there a way to automatically update the status of a request using workflow? Example When we log Change requests they are assigned to users straight away and have the status of 'Open' These Changes are pending CAB approval. When CAB do approve these requests can the workflow automatically update the status to 'Approved' so users know from their call queue they can action? Many thanks Andy
  5. Impact Assessments Capturing the impact of a change, an incident, or any other type of request can be crucial to determining how it is managed.  But how do you decide which impact level to select?   Service Manager provides a great way of automatically determining the impact level to be applied.  Taking the guessing out of the hands of the user, they can be walked through a number of questions where each answer has a weighted value that contributes to the automatic selection of the impact level.  The results of the assessment are captured in the request along with the aut
  6. Hi Please see attached screenshot. The Workflow in use is ICT Change Process I'm not sure what is going wrong here. Please could you help?
  7. I have an issue with placing tickets automatically "on-hold" during stages of a ticket. Please can someone help me out with this? Workflow as follows: Request Details -> Human task (error when completed) -> Checkpoint node (completes fine) -> Automatic Email Notification (sends fine) -> BPM1 (attached) -> BPM2 (attached) -> Authorisation node -> Decision Node Regards, Mike.
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