Adding Connections via BPM

[Dan Munns]

Hi all,

I am trying to add 'Interested' connections to a certain call type via the BPM but can only add full users.

Obviously if I were to do this in the call itself I could add them but for fear of missing someone off the list I want to automate it.

Is there a switch somewhere or is it a BPM limitation?

Thanks

Dan

 

[Victor]

@Dan Munns yes, the BP engine only has the concept of "full" users... I assume you mean adding "basic" users...I have seen this scenario before on the email node when you try to email a "basic" co-worker but you won't find them in the user field...

[Dan Munns]

@Victor is there anything in dev to change it? Seems like a big limitation considering you can do it from within a ticket.

[Victor]

5 minutes ago, Dan Munns said:

is there anything in dev to change it?

I don't know... I highlighted the issue internally...

[Dan Munns]

@Victor can I request that this is looked into for development as a matter of urgency please?

We have a number of senior staff and board members who need to be kept up to date on some tickets and having to add them all manually will be fairly time consuming for the team of one who is responsible for those tickets.

[samwoo]

2 hours ago, Dan Munns said:

@Victor can I request that this is looked into for development as a matter of urgency please?

We have a number of senior staff and board members who need to be kept up to date on some tickets and having to add them all manually will be fairly time consuming for the team of one who is responsible for those tickets.

+1 we would benefit from this too

Could this be extended to the ability to add an entire organization/team/group/department to the connections etc? as well as being able to email them from the BPM? 

Rather than just emailing individual "Basic" users as @Dan Munns requires (though we do have a requirement for this somewhere), we would need to be able to email a group of "Basic" Super Users for certain Application related Services, for example when something goes wrong and we need to Bulk inform them.

Thanks,

Samuel

[Victor]

@Dan Munns send me the BP config file, I'll have a look and see IF this can be somehow added until we have a permanent solution...

[Dan Munns]

@Victor as requested...

The reason it needs to be connections is due to the fact that we use the 'Email Connections' node to make sure all interested/impacted parties receive the resolution

I also like @samwoo idea of being able to add groups / roles / teams etc to the list.

it-security-soc-alerts.bpm.txt

[m.vandun]

I'm interested in this as well.

Regards,

Mark

[Stuart Riddell]

Hi folks,

I'm interested in seeing a way to get this working as well.  In our case, if a Contact raises a request, we need the BPM to automatically add other Connections for the Organisation as well.  The typical scenario being add the IT manager at an Organisation whenever any request is raised by a Contact at that Organisation. 

The relevant interested Contacts would be identified by a custom field, e.g. 'Include in all emails' check box or similar.

 

Regards

 

Stuart

[Hornbill Staff DR]

Hi All,

 I noticed that this thread seems to have yet to reach a conclusion. The initial query was around adding Connections to a request via BPM, specifically the ability to add Basic Users as connections. I can confirm that since Service Manager build 1099 the "Add Connection" BPM operation now allows us to add Basic Users as connections.

This is done via the "Co-Worker" option which now incorporates a pick list where you can specify whether Basic users, Full users, or All Users will be available when searching and choosing the co-worker (see image).

For those interested in adding Contacts as connections, this is also possible with this node. Set the Co-Worker Option to "ignore", set the "Contact" option to "Manual", and specify the Contact.

I hope that helps,
Dan