IT Service Management

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Make article create easier in process manager

Currently when you want a Transition Action to create an article you almost have to 'program' the article settings. Why not offer an interface comparable to e.g. event notifications or the add note interface of GenericAgent.

 

There is also no copy option, when you need to create a lot of Transition Actions which creates articles it is a lot of work

Voting

4 votes

Development

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PostMasterFilter: Option "deactivate FollowUp message"

I created a FollowUp PostMasterFilter for a Dynamic Field and i have in my Process a Transition that match for this Value that i set in the PostMasterFilter. If now a message is coming in and match this PostMasterFilter then the process will get automatically to the next Activity. Now is it very anoying that i get for every FollowUp a Message as Email. It would be nice to implement a Option to deactivate the FollowUp's ...more »

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1 vote

Development

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ProcessManagement: Action "Discard changes"

Currently if some updates were made on a Process and were saved then this Information is coming up: "Process Management information from database is not in sync with the system configuration, please synchronize all processes." In the Section "Actions" there only this features posible: - Create New Process - Synchronize All Processes There isn't a option to discard changes on Processes. I think it is a very good ...more »

Voting

2 votes

Development

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[Process Management] Email and templates

In workflows, I'd like to be able to send emails, following a predefined template (as the "Reply" dropdown does). This can be either: - via the Activity Dialog (e.g. special field "Email" similar to "Article"), where I could specify the template to use, and that will display the subject & body of email in the dialog. - or via a Transition Action, provided I can pass variables or expressions in the parameters. ...more »

Voting

6 votes

Development

Submitted by

Expressions in Transition Actions

In Transition Actions (Process Management), would be great to be able to pass expressions evaluated at run time in the "value" of the arguments.

 

Example: Add a predefined article on behalf of the currently connected agent, send an email to the Customer, automatically escalate to the process manager (set as a dynamic field of the ticket)...

Voting

2 votes