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Default BPM for raising an ticket via the 'Raise Request' button


David Longley
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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. 

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  • 3 weeks later...

@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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  • Victor changed the title to Default BPM for raising an ticket via the 'Raise Request' button

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