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Suspend Node - await Status Change


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We are attempting to implement a process where the analyst will put the incident on hold after carrying out their initial investigation task and either requesting the customer to provide more information or test to see if the issue is resolved.

Therefore we want the process to suspend awaiting for change in status, i.e. status <> hold, so then a decision node can be used to determine the next task to be created depending on status it has been changed too.

At the moment there is no suspend node to pause the task awaiting the status to change from its current value, therefore could this be raised as Request for Change.

Thanks.

Martyn

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  • 2 months later...

Hi Martyn,

This may help you in some of your scenarios. As of the Service Manager 2.22 update, there is a now a "Wait for Off Hold" BPM Automated Task option. When setting your automated task if you select the Scope labelled "Entity", then the Type as "Suspend", you will then see under the Task option the task "Wait for Off Hold"

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  • 2 months later...

James

Thanks, we are using this now quite effectively in a looping process passing back ownership to the customer during the investigation phase, creating new activities for the analyst when the request comes off hold following an update.

Cheers

Martyn

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