David Longley Posted October 14, 2019 Posted October 14, 2019 Can someone please let me know how i can find out what the default business process to be used when logging a ticket via the email 'mailbox' when selecting Raise Request
Guest Yodit Posted October 15, 2019 Posted October 15, 2019 Hi David, when you select "Raise Request" you will be directed to the "New Request" PCF where you will be asked to select a request type, Service and Catalog. The system will them assign the appropriate BPM based on your selection.
Victor Posted November 4, 2019 Posted November 4, 2019 @David Longley to expand on Yodit advice: when using the raise request the following can happen, in this order: 1) Hornbill will look for the progressive capture flow configured on app.itsm.progressiveCapture.newRequestFromEmail. If this setting has a value and this value is a valid PCF it will initiate this flow. If this setting does not have a value it will proceed to option 2. 2) Hornbill will look for the progressive capture flow configured on app.itsm.progressiveCapture.newRequest. If this setting has a valid PCF it will initiate this flow. If this setting does not have a valid value it will not raise a request. Once a PCF is initiated the business process associated to the request that is being created will depend on a range of configurations: it can be the process configured on the catalog item or on the service (if the PCF has a Service Details form) or it will be the process configured on app.requests.defaultBPMProcess.* (Incident, Service Request, etc - depending on the request type that in being raised). If the PCF does not have a Service Details form and the app.requests.defaultBPMProcess.* setting (the one for the request type you raise) does not have a value there will not be a workflow on the request. *valid PCF = it means a PCF that exists in in your instance and is set as active
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