Wait for Request Closure - to deal with reopen

[Martyn Houghton]

I am trying to utilise the new suspend node 'Wait for Request Closure' within the BPM to capture when a request is marked as closed by the customer and also where they choose the reopen option in the customer/service portal (this is not configurable at the moment so the re-open option cannot be turned off).

The idea was to trigger an appropriate human task to follow up the closure/rating of the request or if reopened to trigger the setup a new linked request and manually close the original request again.

However it appears the 'Wait for Request Closure' suspect process is not completed when the call is re-opened and the status becomes status.open.

 

Is there anyway at the moment to capture the re-opening of the incident in the workflow?

Cheers

Martyn

[Guest Chaz]

Hi Martyn,

we've made a small change on the back of this that will return the number of times a request has been reopened, so you'll be able to a check along the lines of

reopenCount > 0

This should help with the branching and will be available in the next version of Service Manager.

[Martyn Houghton]

Thanks for advising on the reopencount, which will help in the branching, but I think the main issue still lies in that the Suspend - 'Wait for Request Closure', as the node does not complete when the request is re-opened.

The workflow stays suspended even when the request is reopened and will not continue until the reopened request is resolved and then closed. In order to trap requests being re-opened the 'Wait for Request Closure' criteria needs to be widen to complete and continue with workflow when the request is either closed or re-opened. This way we can catch this and branch the workflow process appropriately, where as at the moment  re-opened requests basically abandon the workflow.

Cheers

Martyn

[Steve Giller]

If it does that it's not longer a 'Wait for Request Closure' node!

What seems to be needed is a 'Wait for Request State Change' (or similar) node that can then branch on what the state has changed to.

[Martyn Houghton]

It would indeed be a 'Wait for Request State Change', but at the moment all the suspend nodes are specific one scenario conditions, i.e. either its is on hold or it is not, wait for new owner etc. We either need this state change node or a scenario specific node which is able to Wait for Request Closure or Re-open. 

Cheers

Martyn

[Steve Giller]

While I'm being pedantic - Request Resovled?

[Martyn Houghton]

I think that is now called 'Wait for Request Resolution' in new Service Manager world, so that is already available as a suspend node.

[Martyn Houghton]

Is there any update on the option to disable reopen in the customer portals and cope with status change in the Business Process so that the workflow is not broken when it happens?

Cheers

Martyn

[Martyn Houghton]

Is there any update on the ' Wait for Request Resolution' BPM Node being able to cope with the request being reopened and also the ability to add an expire time on the node?

The latter would allow for us to close the requests automatically after a set period of time after it has been resolved, like you can in Support Works.

Cheers

Martyn

[James Ainsworth]

Hi All, 

I just wanted to update this post as we have released a new BPM Operation to help manage with auto-closures and options to manage requests that are re-opened.   Please see this following discussion on how to use this new feature.

Regards,

James