Service Manager - BPM - Suspend

[Ade M]

Hi  

I would like to Suspend a BPM until a user links to a Doc in the doc manager.

Looking at the  Action Focus -> Manual drop down  There is not an option to select Document ,

how would  i achieve this 

[Steven Boardman]

@Ade M you are correct there isn't a suspend wait for document to be added to the request.  We have raised story to add this option.

In the meantime, one option is to add a task to your process, which could be assigned to the owner or user who needs to add the document and ask them to confirm (via outcomes on the task) that the document has been added.

This can be supported by the use of the request notice feature, where you can use a banner at the top of the request to direct them to add the document and complete the associated task.

Not ideal, but in the absence of the suspend await document option, it may be a workaround to consider.

We'll update this post, once the new suspend operation story is scheduled for development.

[Ade M]

Hi  @Steven Boardman do you have any idea when this is likely to be scheduled ?

 

[Steven Boardman]

@Ade M I am afraid not, all i can say is it is not currently in our next 90 day plan, beyond that it will be scheduled by the product team, and it's priority for scheduling will be assessed alongside other stories in the queue.  

Once it is promoted and in our 90 day plan we will post back and update this thread.

[HGrigsby]

Hi @Steven Boardman

Can I add us to this too please.  It is exactly what I am trying to do and thought I was just missing it.

We would really like to prompt the analyst to add the document they have used to fix or try and fix an incident, so I'd really like the suspend and wait for a document to be available.  

thanks Helen 

[Steven Boardman]

@HGrigsby I will add you, however this development story is now complete, and will be available in the next Service Manager update, which is likely to be before mid April.  We'll update this discussion once the update is deployed,  but this should be in the next two weeks all being well.

@Ade M FYI

[Daniella R. Goral]

Following this to receive update, I was just thinking to add us to the request. Thank you!

[Steven Boardman]

@Ade M @Daniella R. Goral @HGrigsby this feature is now available in the update which went live this today

[Ade M]

HI @Steven Boardman

 

The suspend facility is working fine and has helped in our work flow processes,  Im just wondering if its possible to set the Action Focus to the Doc Manager Icon as there doesn't appear to be an option for this in the dropdown.

 

Thanks

[Steven Boardman]

@Ade M good spot, i've asked the team to look to add that (it should be there).

[Steven Boardman]

@Ade M this has been added and will be in the next Service Manager update, due in about a week.

In the meantime if you leave the Action Focus set to blank, it should default the focus to the Document action bar option when this suspend option is used.