enhancement Suspend - Await Feedback Node

[Martyn Houghton]

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

[James Ainsworth]

Hi Martyn,

We actually already have this requirement in the backlog.  I'll add you to the change.  

Regards,

James

[James Ainsworth]

Hi Martyn,

You were actually on the existing change already.  It was raised from this conversation

Regards,

James

[Martyn Houghton]

@James Ainsworth

Thanks, obviously forgotten I raised it before .
Related to be being able to suspend and wait for feedback, the BPM will also need access to the rating value as well.

Cheers

Martyn 

[James Ainsworth]

A new BPM node to Suspend and Wait for Feedback is now available in Service Manager.  Documentation can be found here.

[Martyn Houghton]

@James Ainsworth

Can you confirm which build this was released in, as I must have missed it in the release announcement.

Also, when leaving the 'Expiry Period' as 'Auto' does it take the value from the setting in the Service config?

Cheers

Martyn

[Martyn Houghton]

@James Ainsworth

The option does not appear to be present on our instance, 'Wait for Customer Feedback'. We are on SM build 1616, which I believe is the latest released version?

 

Cheers

Martyn

[James Ainsworth]

My apologies Martyn.  I got a bit ahead of myself.  It is completed and ready for the next Service Manager update which should be available in the next week. 

[Martyn Houghton]

@James Ainsworth

Ok, thought I had missed it being released.

Does next week's release also have the update into return the h_rating value in the Get Request Details node as well, so that we can branch in the BPM when low feedback is returned?

Cheers

Martyn

[Martyn Houghton]

@James Ainsworth

We are now implementing this, but can you confirm that when you use the 'Auto' option for the 'Expire Period' it uses the 'Feedback Expiry (in Days)' value from the service and request type it is logged under?

Cheers

Martyn

[Guest Ehsan]

@Martyn Houghton,

Expire Period is an option that is available to all Suspend nodes and this option has no correlation with the Feedback Expiry that is defined within the Service's configuration.

https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow

 

[Martyn Houghton]

@Ehsan

Can you clarify what value is applied if this is left as Auto on the Suspend and Wait Feedback, as the BPM does not fail when this is set to Auto.

Cheers

Martyn

[Guest Ehsan]

@Martyn Houghton,

The Auto option through the Business Process Engine checks whether a parameter by the same name is returned by a Hornbill Automation or Cloud Automation node within the stage. For example, if we had a Hornbill Automation node that returned a parameter called "expirePeriod", this value will be available throughout the stage and the Auto option for "Expire Period" would automatically pick this up. Of the top of my head, there is no Hornbill Automation node that would return a parameter called "expirePeriod", hence in this case, the option will be ignored.

[Martyn Houghton]

@Ehsan

So in that case the node would never expire?

Cheers

Martyn

[Guest Ehsan]

@Martyn Houghton The Node will not expire based on "Expire Period", as there isn't a value set. With this particular Suspend operation, if a Feedback is not submitted and the "Feedback Expiry (in Days)" is reached, then the Feedback status against the Request will be set to 2 (i.e. Feedback expired), so the BPM will progress.

 

[Martyn Houghton]

@Ehsan

It looks like I will have to hard coded it for the moment, else the suspend node will never expire and the BPM will never complete.

I have raised separate posts to allow setting the expiry period as a variable and also access to the feedback expiry via the Get Request Information -> Service Details, so this could be set dynamically to the setting in the service record.

Cheers

Martyn