Amend 'Created by' in the Business Process

[Alisha]

Good afternoon,

Is it possible to amend the 'Created by' in the Business Process?

For example, if the analyst emails the request details into Service Manager and the request is automatically logged, we would like the request to show that it was created by the analyst and not the 'System AutoResponder'.

Many thanks,
Alisha

[Steve Giller]

Basically, no. Because it wasn't.

If you email in such that it is not raised by the Auto Responder and create a Request from the email, this will achieve your goal.

[Victor]

@Alisha

3 minutes ago, Alisha said:

Is it possible to amend the 'Created by' in the Business Process?

As @Steve Gillersaid, basically no, not possible.

I think you mean if is possible that on the request timeline, when a timeline entry is created, to display as "Created By" a different user than the user that created the timeline.

8 minutes ago, Alisha said:

if the analyst emails the request details into Service Manager and the request is automatically logged

We don't really have a dedicated straightforward functionality in Hornbill for "emailing request details into Service Manager", I think you mean here that you have an analyst that sends an email to one of your service desk email addresses (which are configured in Hornbill), then Hornbill email mechanism (not Service Manager at this point) pulls the email in Hornbill, then the autoresponder mechanism processes the now incoming email and based on routing rules it will pass the email to Service Manager app that will then raise a request based on this email.

If we are to display the request as being created by the analyst who sent the email, this will be incorrect. It was not the analyst that created the email (the analyst only sent an email to Hornbill), it was the automated mechanism (the autoresponder) who actually created the email.

So in summary, no it will not be possible because a) it will be incorrect/inaccurate information and b) it is against user context security mechanism used by Hornbill.

[Alisha]

Thank you both for your quick response. I understand that the request is technically not created by the analyst if the details are emailed, but is there any way to show that the request details were captured by a particular analyst (and also resolved by the same analyst, if in the email there is a 'Yes' against first time fix)? We would like to use this method of logging requests when our Hornbill instance is down, so that it automatically creates the requests when the service is restored.

[Victor]

6 minutes ago, Alisha said:

We would like to use this method of logging requests when our Hornbill instance is down, so that it automatically creates the requests when the service is restored

@Alisha so, if the HB service is not available, how are the request details captured by analyst? Who then sends an email and so on....

[Steve Giller]

27 minutes ago, Alisha said:

but is there any way to show that the request details were captured by a particular analyst

If an Analyst sends the email that the Auto Responder passes to Service Manager then it will, by default, have the Analyst as the Customer.

At at high level, you can check for this in the BPM, store it in a Custom Field if necessary, and compare the Closed By value to the stored value at the end of the Process. How you design the workflow around this would be specific to your Instance, of course.

 

[Alisha]

@Steve Giller @Victor

Now that I have got the Analyst User ID from the source email and updated the Owner, is it possible to update the Resolved By to the Analyst if the value stored in a custom field is the same as the Owner? We would like to request to be resolved by the Analyst and not by the System AutoResponder.

Many thanks,
Alisha