Asset Used by notification

[Nikolaj]

Hello @SupportAccount,

My colleagues told me that it was possible with supportworks to contact the user by mail or request when he get the asset.

And he can accept it like an approval or something like that. Is there any way to do that in Hornbill?

Thanks

Nikolaj

[samwoo]

+1 for this idea! 

[James Ainsworth]

8 hours ago, Nikolaj said:

My colleagues told me that it was possible with supportworks to contact the user by mail or request when he get the asset.

Hi Nikolaj,

Thanks for your post.

If you are managing the assignment of assets through a Service Request you can create a workflow that includes notifications or an email to the user once the asset is assigned.  If managed through a workflow you will have many other options on hand as well.   You may want to also notify their manager or have the manager authorize the assignment of the asset, or add tasks to setup or install the asset.  Lots you can do there.

An individual asset does not have it's own workflow. We could consider triggering an email when the owner or user is set on an asset, however, this would not offer as much control as a BPM workflow on a Service Request.

There are also WebHooks that might be able to be set up for this.  This too has its challenges is that you may not want emails sent for every asset assigned. Using BPM workflows on a request will let you be more selective when a notification is required.  WebHooks are also more complex to set up than workflows.

 

Regarding this feature in Supportworks... I don't recall this as a standard feature, but Supportworks had some backend functionality called VPME which may have had some customization done through paid consultancy for your implementation to achieve this. Every installation of Supportworks was unique.   This VPME type functionality has now been mostly moved into Hornbill's BPM workflow, and done in a way so that there is no coding needed and in most cases, the configuration can be done without any consultancy.  

 

Regards,

James