Add assets via Business Process

[Alisha]

Hello,

I would like to add assets to a request via the Business Process based on what has been selected in the capture. Is this possible please? 

Many thanks,
Alisha

[Adrian Simpkins]

Hi Alisha,

We add our assets to the request at the time of capture in the PC questions - are you capturing the asset then, or once the request is raised into Service Manager?

Thanks

[Alisha]

Hi Adrian,

We are using the Assets form in the capture, which is fine when the analysts are logging the request as they can link the relevant third party asset. However, if the customer logs the request we haven't used the form - we wouldn't expect them to link third party assets to the request. We would prefer if this could be done automatically via the Business Process.

Many thanks,
Alisha

[James Ainsworth]

Hi Alisha,

We have completed work on some new Business Automations that will allow you to create assets within a BPM workflow.  Documentation is already on the wiki, located here. It is possible that this will be available to you by the beginning of next week.  

Regards,

James

[Alisha]

Hi @James Ainsworth,

Thanks for the update.

We'd like to add an asset to a request via the BPM workflow rather than create one. Could this be considered as an enhancement as well please?

Many thanks,
Alisha

[Steve Giller]

@Alisha Can you describe what you're trying to achieve here?

On the face of it, you're asking for the Customer to select an Asset in Progressive Capture and have that added to the Request - which is what the Assets form is for, however it seems that you have reasons not to expose that form to the Customer, so we'd need to know what you are using to allow the Customer to select an Asset, and how that information is passed to the BPM in a way that it would recognise the specific Asset you need to attach.

[Alisha]

Hi @Steve Giller,

We would like the Business Process to add specific assets to the Request, based on what was selected in the Progressive Capture.

In one of our Captures, we have a decision node to split it between Analysts and Customers. If the Request is logged by:

• Analyst - The 'Asset details' form appears so the analyst can pick the correct asset to Link.
• Self-service - There is no 'Asset details' form as we would not expect our customers to Link third party assets. It would be helpful if the Business Process could add the asset automatically once the Request is logged. For example, if Capture answer = mobile phone, then in the BPM, add Asset = Vodafone.

This is similar to my request below. 

Many thanks,
Alisha

[Steve Giller]

@Alisha Surely Vodafone would be a Supplier, not an Asset? The phone they supply would be the Asset - then that could be added by the Requests->Assets->Add Customer Mobile Device Assets node.

[Guest Paul Alexander]

Just linking this to my request:

 

What we're looking to do is, in the BPM, to link the asset from a LINKED request to the new request. Could this be achieved by adding an option in the 'create linked request' node to include any linked assets?