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Aaron Summers

How can I set to a specific customer in linked request via BPM?

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Hello,

I would like to know whether it possible to set to a specific customer through BPM?

What I'm trying to achieve is to start the leaver process and when they confirm which applications the leaver user have access to which then raised a new linked request(s) to relevant team to confirm to remove their account from application(s). Much like assign to owner but for customer that we do not really want to use so we do have generic users that can be use instead of customer. This way is to avoid bombard emails of the actions from the process to the customer.

Secondly - I wonder whether I can add functional BPM to a linked request through leaver BPM? If so, can you advise me of the steps that I can do?

Many thanks,
Aaron :ph34r:

CC: @samwoo

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Have you considered using Connections?

There is a BPM operation for adding users as Connections.  This would allow you to add the user without adding them as the customer of the request.  You could even hide the customer section so that for these particular requests a customer can't be added.

image.png

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Hi @James Ainsworth,

Thanks for responding to @Aaron Summers post.

 

Regarding Aaron's First Question
The IT Leavers Request is raised via the Portal by the Leaver's manager, and this in turn triggers the standard Leavers BPM which has a node in there which creates a new Linked Request for example to remove access to a Finance System. At the moment it raises a request, we have the "Copy Customer" option ticked, however this just bombards the Manager with emails about the Linked Requests they dont need to see (it's all for IT Purposes).

We then took the option to "Copy Customer" away (by clearing the field and setting it back to Auto) but as a result of this, the manager who raised the original Leaver request via the Portal now get an email to say that their Linked Request has been raised.

What we need is to use a Generic User that the ticket is raised to (it doesn't have an email address) as the Customer, or not have any customer at all since this is for internal IT purposes only.


Regarding Aaron's Second Question
With all of our BPM's the final stage ALWAYS has a part which Resolves the request, sends an email containing the resolution, moves the ticket to the Service Desk queue and puts it in hold for 5 working days. The problem with raising Linked Requests is that you cannot attach a BPM to it (as far as I know), and therefore this resolution process doesn't get carried out. When the Linked Request is resolved it remains resolved in the queue it was created against and the officer has to manually move it to the Service Desk queue.

This isn't sitting well with the managers who uses the Service Desk queue for reporting on resolved calls and have recently discovered quite a few resolved calls not in the Service Desk queue and have had to manually move them.

Is this something that can be addressed?

 

Thanks,

Samuel

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Hi again,

In addition to my query above can someone confirm the following doesn't attach a BPM associated to the Catalog Item to the linked request?
880944403_LogRequest.png.d768a0b38f81f92da9673a9b1ca0c39d.png
[Source: https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow look at the Log New Request section]

I am getting a bit pressured to sort this out at the moment so I am just hoping that this can do what i hope it can do in order to avoid me having to massively change the process.

Thanks,

Samuel

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