Service Request Template - Recipient Manager Validation
- Operating principle
- Variant: Approval by the recipient's department manager
- Notes
- Best Practice
- Procedure: How to install and configure the template
- Description of template components
- Configuration of template components
- List of files to download
Notes_InstallationTemplate
The Service request with Recipient Manager Approval template is used to process a service request throughout its life cycle. Initial approval is performed by the recipient's manager.
It is also used to manage multi-cart requests by creating the same number of requests as the number of items in the cart.
Operating principle
- The template is based on a specific workflow: [SERVICE] New Request | Approval by User Manager.
- It uses several business rules, some of which are triggered by alerts.
- You can view reports to check that alerts were triggered correctly.
- You can customize the template in different ways based on customer requirements, especially as regards the multi-cart option.
Variant: Approval by the recipient's department manager
If the recipient's manager is unspecified or if it has changed, initial approval of the request can be performed by the recipient's department manager.
- A specific workflow should be used for this type of approval: [SERVICE] New Request | Approval by Dprt. Manager.
- This workflow is identical to the one used for approval by the recipient's manager. The only difference is in the initial approval steps. The Recipient's Manager role will be replaced with the Recipient's Department Manager role.
Notes
- In the standard configuration, the multi-cart option is disabled: All cart items will be added to the parent service request and managed by the workflow defined in the main catalog.
- Languages L1 to L6 are not supported in the multilingual mechanisms. English is the default language.
Best Practice
- Check and adapt workflows and business rules to your environment, i.e. roles, SQL conditions, email contents, etc.
- By default, all business rules are enabled. You should disable the ones you do not want to use.
- Define the frequency of alerts to enable them.
How to choose your workflow
- Use the workflow called [SERVICE] New Request | Approval by User Manager if you specify and update each user's manager in the Employee form.
- If you are not sure of the user's manager, use the workflow called [SERVICE] New Request | Approval by Dprt. Manager to ask the user's department manager to approve the request.
Procedure: How to install and configure the template
Step 1: Import the package.
1. Download the file below to your workstation.
2. Extract the RAR file in a folder.
The (exp)_incident_template_timeline_full_emails_via_wf.zip file contains all the EXP files.
3. Import the file called (exp)_request_template_timeline_full_emails_via_wf.zip to Service Manager by selecting Administration > Import/Export > Import in the menu.
Step 2 (optional): Configure the processes associated with REST business rules.
Business rule:
- (BR) Create child service request | Multi-cart
- (BR) Automatic closing of tickets | REST
1. Declare the REST connection.
- Select Administration > REST > Connections in the menu.
- Click + New in the top banner to create an EasyVista connection.
- Specify the host name, account, login and password.
2. Configure the (BR) Create child service request | Multi-cart business rule.
- Select Administration > Business Rules > Related Processes in the menu.
- Edit the (BR) Create child service request | Multi-cart process.
The graphic editor will appear. - Double-click the Create child service requests step.
- Select the EasyVista connection and the New Request resource.
- Specify the parameters.
See the configuration of the business rule.
3. Configure the process associated with the (BR) Automatic closing of tickets | REST business rule.
- Select Administration > Business Rules > Related Processes in the menu.
- Edit the process called (BR) Automatic closing of tickets | REST.
The graphic editor will appear. - Double-click the step called REST_CloseRequest.
- Select the EasyVista connection and the Close incident or request resource.
- Specify the parameters. See the configuration of the business rule.
Step 3 (optional): Configure the mail component for approving or rejecting the validation of the request.
1. Select Administration > Parameters > Mail Components in the menu.
2. Configure the different sections of the mail component.
MailComponentConfiguration_Procedure
Step 3.a: Configuration of the header
1. Select the _HEADER mail component and run the Update wizard.
2. Select the logo and click Insert/Edit Image 
.
3. Modify the Source code field by replacing the variables in yellow with the values corresponding to your context.
- You are using an on-premises version:
http(s)://<server_name>/Styles/Easyvista/Images/logo_ezv.png
- You are using an SaaS-based version:
https://<server_name>/Styles/CLIENT_1/Easyvista/Images/logo_ezv.png
4. Click OK.
Step 3.b: Configuration of the footer
1. Copy mailpart_pictures that you imported to the web server in step 1 and paste it in the www/resources/public folder.
2. Select the _FOOTER mail component and run the Update wizard.
3. Select the three icons and click Insert/Edit Image .
4. Modify the Source code field by replacing the variables in yellow with the values corresponding to your context.
http(s)://localhost/resources/public/mailpart_pictures/picto1.png
http(s)://localhost/resources/public/mailpart_pictures/picto2.png
http(s)://localhost/resources/public/mailpart_pictures/picto3.png
Step 3.c: Configuration of the body
1. Select the _BODY_VALIDATION mail component and run the Update wizard.
2. Modify the Accept and Reject links for the request by replacing the variables in yellow with the email address of the Technical Support Agent in charge of processing incoming emails.
- Accept link:
mailto:easyvista@no-reply.com?subject=Approval%20accepted%20(#RFC_NUMBER#)&body=To%20accept%20the%20approval%20of%20your%20request,%20you%20can%20simply%20click%20the%20button%27to%20send%20this%20email.%0ADo%20not%20modify%20the%20text%20found%20below.%20%0A%0A%0A@OPERATION@%3D%27SOLVE%27%0A@RFC_NUMBER@%3D%27#RFC_NUMBER#%27%0A@CHOICE@%3D%271%27
- Reject link:
mailto:easyvista@no-reply.com?subject=Approval%20rejected%20(#RFC_NUMBER#)&body=To%20reject%20the%20approval%20of%20your%20request,%20you%20can%20simply%20click%20the%20button%27to%20send%20this%20email.%0ADo%20not%20modify%20the%20text%20found%20below.%20%0A%0A%0A@OPERATION@%3D%27SOLVE%27%0A@RFC_NUMBER@%3D%27#RFC_NUMBER#%27%0A@CHOICE@%3D%270%27
3. You can add a link to the customer portal in the approval email.
- Select Administration > Parameters > Other Parameters in the menu.
- Select the parameter called {ADMIN} Enable auto connection link in emails for individual users.
- Run the Update wizard.
- Set the value of the parameter to False.
- Select the _BODY_VALIDATION mail component and run the Update wizard.
- Delete the Accept and Reject links.
- Insert the link to the customer portal in the following format. You should replace the variables in yellow with the values corresponding to your context.
https://<Apps server name>/index.php?name=com.csm.5a0c7491bb0d1%7C57eccd6de8713&SearchValue=#RFC_NUMBER#
EndMailComponentConfiguration_Procedure
Step 4 (automatic): Configure wizards after importing EXP files.
Transfer wizard. See the configuration.
- Only the Group and Support Person fields will appear.
- The Comment field will be deleted.
Approval wizard. See the configuration.
- The sending of an email after user rejection will be deleted.
Description of template components
Workflows
[SERVICE] New Request | Approval by User Manager
See the configuration.
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
- This workflow processes all service requests throughout their life cycle:
- Approval by the recipient's manager
- Financial approval
- Logistics step (orders, taking items from stock)
- Request processing
- User approval
- User rejection and information requests
[SERVICE] New Request | Approval by Dprt. Manager
See the configuration.
Zoom
Workflow: [SERVICE] New Request | Approval by Dprt. Manager
- This workflow processes all service requests throughout their life cycle:
- Approval by the recipient's department manager
- Financial approval
- Logistics step (orders, taking items from stock)
- Request processing
- User approval
- User rejection and information requests
[SERVICE] Multi-cart using a business rule
Zoom
Workflow: [SERVICE] Multi-cart using a business rule
- This workflow generates an empty parent request.
- It then enables you to create one child request associated with the parent request for each item in the cart using the (BR) Create child service request | Multi-cart business rule.
- No configuration is required.
Business rules
(BR) Create child service request | Multi-cart
See the configuration.
Zoom
Business rule: (BR) Create child service request | Multi-cart
- This business rule is used to generate one service request for each item in the cart.
- Each service request is managed using the workflow defined for the entry in the Service Request Catalog instead of the workflow in the main catalog.
- Each request may require different levels of approval:
- Approval only by the recipient's manager
- Approval by the recipient's manager and by the financial manager
(BR) Update request created from Apps
See the configuration.
Zoom
Business rule: (BR) Update request created from Apps
- This business rule is used to create the new Service Manager service request using data coming from the request created via the Service Apps user portal.
- The service request starts upon completion of the Standard Request questionnaire via the Service Apps user portal.
- The following data will be synchronized: recipient, urgency, description, location, department.
(BR) Automatic closing of tickets | REST
See the configuration
BR_CloseRequest_Description
Zoom
Business rule: (BR) Automatic closing of tickets
- This business rule is used to automatically close tickets when user approval is not performed within a given deadline.
- It is run using the alert called Automatic closing of tickets after 5 days.
- A Service Manager REST connection must be configured.
- You can configure the deadline for the automatic closing of tickets.
- An email will be sent to users informing them of the automatic closing of their tickets.
(BR) Merging all the questions coming from the cart
See the configuration.
Zoom
Business rule: (BR) Merging all the questions coming from the cart
Note: Optional business rule
- This business rule is used to merge all questions and answers from all child requests (items in the cart) in a single field.
- Values are stored in five languages, i.e. EN, FR, IT, PO and SP. This enables you to display questions in the logged-in user language, as well as answers with fixed values.
- Answers entered manually by users cannot be translated. They are displayed in the language in which they were submitted.
(BR) Notification upon processing incident - Hand icon
See the configuration.
BR_TakeChargeNotificationHandIcon_Description
Zoom
Business rule: (BR) Notification upon processing incident - Hand icon
Note: Optional business rule
- This is used to send an email alerting the recipient that the ticket is being processed by a Support person who self-assigned the action by clicking
in the notification bar.
- It is run only for the first processing action.
- It will not be run again even if the ticket is escalated.
(BR) Escalation notification - Transfer Wizard
See the configuration.
BR_EscalateNotificationTransferWizard_Description
Zoom
Business rule: (BR) Escalation notification - Transfer Wizard
- This is used to send an email to the Support team in charge of the next action when the ticket is escalated or redirected.
- It is run in the following three cases:
- Redirect to a Group of the same Level
- Escalate to a Group of a higher Level
- Redirect to a Group of a lower Level
Alerts
Alert | Automatic closing of tickets after 5 days
See the configuration.
Alert_AutomaticClose_Description
- This alert triggers the business rule called (BR) Automatic closing of tickets.
- The alert is usually run every evening. The administrator can check the log to ensure that the alert updates the corresponding records correctly.
Reporting
Reporting | Automatic closing of tickets after 5 days
See the configuration.
Reporting_AutomaticClose_Description
- This is used to check all tickets to be closed after five days when user approval has not been performed.
- It uses the same filter as the alert called Automatic closing of tickets after 5 days.
Configuration of template components
Workflows
[SERVICE] New Request | Approval by User Manager
See the description.
Configuration of the process
(1) Step Name: 1 mail only (even upon requalification)
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
FROM SD_REQUEST a
INNER JOIN AM_ACTION b ON a.REQUEST_ID = b.REQUEST_ID
WHERE ACTION_TYPE_ID = 18 AND DONE_BY_ID IS NULL AND GROUP_ID IS NULL
AND a.REQUEST_ID = @@ID@@;
(2) Step Name: Email ack sent to the end user upon creation
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
- Action Type: Send Email
- Role: @Recipient
- CC: @Requestor
- Return Address: easyvista@no-reply.com
- Subject: [EasyVista] Your service request has been created (#RFC_NUMBER#)
- Message:#[MAIL_PART._HEADER]#
#[MAIL_PART._BODY_CREATION]#
#[MAIL_PART._FOOTER]#
(3) Step Name: Manager Approval?
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
FROM SD_REQUEST a
INNER JOIN AM_EMPLOYEE b ON a.RECIPIENT_ID = b.EMPLOYEE_ID
INNER JOIN AM_EMPLOYEE c ON b.MANAGER_ID = c.EMPLOYEE_ID
WHERE REQUEST_ID = @@ID@@
AND a.RECIPIENT_ID <> b.MANAGER_ID;
(4) Step Name: Manager Approval
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
- Action Type: Self Service Approval
- Role: @Recipient Manager
- Return Address: easyvista@no-reply.com
- Subject: [EasyVista] Could you please approve the following service request (#RFC_NUMBER#)
- Message:#[MAIL_PART._HEADER]#
#[MAIL_PART._BODY_MANAGER_VALIDATION]#
#[MAIL_PART._FOOTER]#
(5) Step Name: Manager Validation: Approved (RISK_DESCRIPTION)
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
SET RISK_DESCRIPTION =
(SELECT COALESCE(NULLIF(RTRIM(DESCRIPTION),''),'N/A')
FROM (SELECT MAX(ACTION_ID) MAX_ACTION_ID FROM AM_ACTION
WHERE REQUEST_ID = @@ID@@ AND ACTION_TYPE_ID IN (1, 31, 38) AND DESCRIPTION is not null AND DESCRIPTION not like '%@OPERATION@%') A
INNER JOIN AM_ACTION B ON A.MAX_ACTION_ID = B.ACTION_ID)
WHERE REQUEST_ID = @@ID@@;
(6) Step Name: Manager Validation: Approved
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
- Action Type: Send Email
- Role: @Recipient
- CC: @Requestor
- Return Address: easyvista@no-reply.com
- Subject: [EasyVista] The service request has been approved by your manager (#RFC_NUMBER#)
- Message:#[MAIL_PART._HEADER]#
#[MAIL_PART._BODY_MANAGER_VALIDATION_OK]#
#[MAIL_PART._FOOTER]#
(7) Step Name: More info required: Manager (RISK_DESCRIPTION)
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
SET RISK_DESCRIPTION =
(SELECT COALESCE(NULLIF(RTRIM(DESCRIPTION),''),'N/A')
FROM (SELECT MAX(ACTION_ID) MAX_ACTION_ID FROM AM_ACTION
WHERE REQUEST_ID = @@ID@@ AND ACTION_TYPE_ID IN (1, 31, 38) AND DESCRIPTION is not null AND DESCRIPTION not like '%@OPERATION@%') A
INNER JOIN AM_ACTION B ON A.MAX_ACTION_ID = B.ACTION_ID)
WHERE REQUEST_ID = @@ID@@;
(8) Step Name: More info required: Manager -> Recipient
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
- Action Type: Send Email
- Role: @Recipient
- CC: @Requestor
- Return Address: easyvista@no-reply.com
- Subject: [EasyVista] Your manager "#RECIPIENT_MANAGER#" has asked for more information (#RFC_NUMBER#)
- Message:#[MAIL_PART._HEADER]#
#[MAIL_PART._BODY_MORE_INFOS]#
#[MAIL_PART._FOOTER]#
(9) Step Name: Manager Validation: Denied
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
SET RISK_DESCRIPTION =
(SELECT COALESCE(NULLIF(RTRIM(DESCRIPTION),''),'N/A')
FROM (SELECT MAX(ACTION_ID) MAX_ACTION_ID FROM AM_ACTION
WHERE REQUEST_ID = @@ID@@ AND ACTION_TYPE_ID IN (1, 31, 38) AND DESCRIPTION is not null AND DESCRIPTION not like '%@OPERATION@%') A
INNER JOIN AM_ACTION B ON A.MAX_ACTION_ID = B.ACTION_ID)
WHERE REQUEST_ID = @@ID@@;
(10) Step Name: Manager Validation: Denied
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
- Action Type: Send Email
- Role: @Recipient
- CC: @Requestor
- Return Address: easyvista@no-reply.com
- Subject: [EasyVista] The service request has been denied by your manager (#RFC_NUMBER#)
- Message:#[MAIL_PART._HEADER]#
#[MAIL_PART._BODY_MANAGER_VALIDATION_KO]#
#[MAIL_PART._FOOTER]#
(11) Step Name: Approval denied
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
- The workflow will stop.
- The status of the request will become Rejected.
(12) Step Name: Financial validation?
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
FROM SD_REQUEST a
INNER JOIN AM_EMPLOYEE b ON a.RECIPIENT_ID = b.EMPLOYEE_ID
INNER JOIN AM_EMPLOYEE c ON b.VALIDATOR_ID = c.EMPLOYEE_ID
WHERE REQUEST_ID = @@ID@@
AND a.RECIPIENT_ID <> b.VALIDATOR_ID;
Note: You can define a threshold below which financial approval is not required. To do so, you should add a condition to the end of the SQL condition.
example Require financial approval only if the amount exceeds €500
SELECT REQUEST_ID, RFC_NUMBER, b.LAST_NAME, c.LAST_NAME , d.NET_PRICE
FROM SD_REQUEST a
INNER JOIN AM_EMPLOYEE b ON a.RECIPIENT_ID = b.EMPLOYEE_ID
INNER JOIN AM_EMPLOYEE c ON b.VALIDATOR_ID = c.EMPLOYEE_ID
INNER JOIN SD_CATALOG d ON a.SD_CATALOG_ID = d.SD_CATALOG_ID
WHERE REQUEST_ID = @@ID@@
AND a.RECIPIENT_ID <> b.VALIDATOR_ID AND d.NET_PRICE >= 500;
(13) Step Name: Financial Approval
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
- Action Type: Self Service Approval
- Role: @Manager for Financial Approval
- Return Address: easyvista@no-reply.com
- Subject: [EasyVista] Could you please approve the following service request (#RFC_NUMBER#)
- Message:#[MAIL_PART._HEADER]#
#[MAIL_PART._BODY_MANAGER_VALIDATION]#
#[MAIL_PART._FOOTER]#
(14) Step Name: Financial validation: Approved (RISK_DESCRIPTION)
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
SET RISK_DESCRIPTION =
(SELECT COALESCE(NULLIF(RTRIM(DESCRIPTION),''),'N/A')
FROM (SELECT MAX(ACTION_ID) MAX_ACTION_ID FROM AM_ACTION
WHERE REQUEST_ID = @@ID@@ AND ACTION_TYPE_ID IN (1, 31, 38) AND DESCRIPTION is not null AND DESCRIPTION not like '%@OPERATION@%') A
INNER JOIN AM_ACTION B ON A.MAX_ACTION_ID = B.ACTION_ID)
WHERE REQUEST_ID = @@ID@@;
(15) Step Name: Financial validation: Approved
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
- Action Type: Send Email
- Role: @Recipient
- CC: @Requestor
- Return Address: easyvista@no-reply.com
- Subject: [EasyVista] The service request has been approved by the financial manager (#RFC_NUMBER#)
- Message:#[MAIL_PART._HEADER]#
#[MAIL_PART._BODY_MANAGER_VALIDATION_OK]#
#[MAIL_PART._FOOTER]#
(16) Step Name: More info required: Financial validation (RISK_DESCRIPTION)
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
SET RISK_DESCRIPTION =
(SELECT COALESCE(NULLIF(RTRIM(DESCRIPTION),''),'N/A')
FROM (SELECT MAX(ACTION_ID) MAX_ACTION_ID FROM AM_ACTION
WHERE REQUEST_ID = @@ID@@ AND ACTION_TYPE_ID IN (1, 31, 38) AND DESCRIPTION is not null AND DESCRIPTION not like '%@OPERATION@%') A
INNER JOIN AM_ACTION B ON A.MAX_ACTION_ID = B.ACTION_ID)
WHERE REQUEST_ID = @@ID@@;
(17) Step Name: More info required: Financial validation
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
- Action Type: Send Email
- Role: @Recipient
- CC: @Requestor
- Return Address: easyvista@no-reply.com
- Subject: [EasyVista] The financial manager "#FINANCIAL_VALIDATOR#" has asked for more information (#RFC_NUMBER#)
- Message:#[MAIL_PART._HEADER]#
#[MAIL_PART._BODY_MORE_INFOS]#
#[MAIL_PART._FOOTER]#
(18) Step Name: Financial validation: Denied
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
SET RISK_DESCRIPTION =
(SELECT COALESCE(NULLIF(RTRIM(DESCRIPTION),''),'N/A')
FROM (SELECT MAX(ACTION_ID) MAX_ACTION_ID FROM AM_ACTION
WHERE REQUEST_ID = @@ID@@ AND ACTION_TYPE_ID IN (1, 31, 38) AND DESCRIPTION is not null AND DESCRIPTION not like '%@OPERATION@%') A
INNER JOIN AM_ACTION B ON A.MAX_ACTION_ID = B.ACTION_ID)
WHERE REQUEST_ID = @@ID@@;
(19) Step Name: Financial validation: Denied
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
- Action Type: Send Email
- Role: @Recipient
- CC: @Requestor
- Return Address: easyvista@no-reply.com
- Subject: [EasyVista] The service request has been denied by the financial manager (#RFC_NUMBER#)
- Message:#[MAIL_PART._HEADER]#
#[MAIL_PART._BODY_MANAGER_VALIDATION_KO]#
#[MAIL_PART._FOOTER]#
(20) Step Name: Approval denied
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
- The workflow will stop.
- The status of the request will become Rejected.
(21) Step Name: Logistics?
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
See the life cycle.FROM SD_REQUEST a
INNER JOIN SD_CATALOG b ON a.SD_CATALOG_ID = b.SD_CATALOG_ID
INNER JOIN SD_CATALOG_AM_CATALOG c ON b.SD_CATALOG_ID = c.SD_CATALOG_ID
INNER JOIN AM_CATALOG d on c.AM_CATALOG_ID = d.CATALOG_ID
WHERE REQUEST_ID = @@ID@@
AND d.CAN_BE_PURCHASED = 1 AND (d.NO_LOGISTIC = 0 or d.NO_LOGISTIC is null);
Note: You can define a threshold above which financial approval is required. To do so, you should add a condition to the end of the SQL condition.
example Require financial approval only if the amount exceeds €1000
SELECT REQUEST_ID, c.AM_CATALOG_ID, d.CAN_BE_PURCHASED, d.NO_LOGISTIC , b.NET_PRICE
FROM SD_REQUEST a
INNER JOIN SD_CATALOG b ON a.SD_CATALOG_ID = b.SD_CATALOG_ID
INNER JOIN SD_CATALOG_AM_CATALOG c ON b.SD_CATALOG_ID = c.SD_CATALOG_ID
INNER JOIN AM_CATALOG d on c.AM_CATALOG_ID = d.CATALOG_ID
WHERE REQUEST_ID = @@ID@@
AND d.CAN_BE_PURCHASED = 1 AND (d.NO_LOGISTIC = 0 or d.NO_LOGISTIC is null) AND b.NET_PRICE >= 1000;
(22) Step Name: Logistics
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
- Action Type: Logistics
- Role: @Catalog Group
- Return Address: easyvista@no-reply.com
- Subject: [EasyVista] Logistics step to be processed for "#RECIPIENT#" (#RFC_NUMBER#)
- Message:#[MAIL_PART._HEADER]#
#[MAIL_PART._BODY_PROCESS]#
#[MAIL_PART._FOOTER]#
(23) Step Name: Installation
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
- Action Type: Installation Operation
- Role: @Catalog Group
- Return Address: easyvista@no-reply.com
- Subject: [EasyVista] Installation step to be processed for "#RECIPIENT#" (#RFC_NUMBER#)
- Message:#[MAIL_PART._HEADER]#
#[MAIL_PART._BODY_PROCESS]#
#[MAIL_PART._FOOTER]#
(24) Step Name: Processing the request
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
- Action Type: Operation Action
- Role: @Catalog Group
- Return Address: easyvista@no-reply.com
- Subject: [EasyVista] New service request to be processed for "#RECIPIENT#" (#RFC_NUMBER#)
- Message:#[MAIL_PART._HEADER]#
#[MAIL_PART._BODY_PROCESS]#
#[MAIL_PART._FOOTER]#
(25) Step Name: Self Service Approval by the end user
Caution: Remember to modify the wizard and delete the email to be sent at the end of processing because this will duplicate the email sent in step (28). To do this, you should hide all of the fields in the step. See the configuration of wizards.
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
Objective: Offer three choices to the user: Accept, Reject and Information Request.
- Action Type: Self Service Approval (Yes, No, Information Request)
Note: The Self Service Approval with Survey action type offers only two choices: Accept or Reject. If you use it, you must delete steps (26) and (28).
- Role: @Recipient
- Status: Solved
- Return Address: easyvista@no-reply.com
- Subject: [EasyVista] Could you please approve your service request (#RFC_NUMBER#)
- Message:#[MAIL_PART._HEADER]#
#[MAIL_PART._BODY_VALIDATION]#
#[MAIL_PART._FOOTER]#
(26) Step Name: More info (RISK_DESCRIPTION)
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
SET RISK_DESCRIPTION =
(SELECT COALESCE(NULLIF(RTRIM(DESCRIPTION),''),'N/A')
FROM (SELECT MAX(ACTION_ID) MAX_ACTION_ID FROM AM_ACTION
WHERE REQUEST_ID = @@ID@@ AND ACTION_TYPE_ID IN (1, 31, 38)) A
INNER JOIN AM_ACTION B ON A.MAX_ACTION_ID = B.ACTION_ID)
WHERE REQUEST_ID = @@ID@@;
(27) Step Name: Approval rejected (RISK_DESCRIPTION)
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
SET RISK_DESCRIPTION =
(SELECT COALESCE(NULLIF(RTRIM(DESCRIPTION),''),'N/A')
FROM (SELECT MAX(ACTION_ID) MAX_ACTION_ID FROM AM_ACTION
WHERE REQUEST_ID = @@ID@@ AND ACTION_TYPE_ID IN (1, 31, 38)) A
INNER JOIN AM_ACTION B ON A.MAX_ACTION_ID = B.ACTION_ID)
WHERE REQUEST_ID = @@ID@@;
(28) Step Name: More info required by the end user
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
- Action Type: Closing Operation
- Role: @Closing Group
- Status: Solved
- Return Address: easyvista@no-reply.com
- Subject: [EasyVista] The end user "#RECIPIENT#" has asked for more information (#RFC_NUMBER#)
- Message:#[MAIL_PART._HEADER]#
#[MAIL_PART._BODY_MORE_INFOS]#
#[MAIL_PART._FOOTER]#
(29) Step Name: Processing end user rejection
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
- Action Type: Closing Operation
- Role: @Closing Group
- Status: Reopened
- Return Address: easyvista@no-reply.com
- Subject: [EasyVista] Service request rejected by "#RECIPIENT#" (#RFC_NUMBER#)
- Message:#[MAIL_PART._HEADER]#
#[MAIL_PART._BODY_DENIED]#
#[MAIL_PART._FOOTER]#
(30) Step Name: Email ack sent to the end user upon closing
Zoom
Workflow: [SERVICE] New Request | Approval by User Manager
- Action Type: Send Email
- Role: @Requestor
- CC: @Recipient
- Return Address: easyvista@no-reply.com
- Subject: [EasyVista] Your service request is now closed (#RFC_NUMBER#)
- Message:#[MAIL_PART._HEADER]#
#[MAIL_PART._BODY_CLOSED]#
#[MAIL_PART._FOOTER]#
[SERVICE] New Request | Approval by Dprt. Manager
See the description.
The steps in this workflow are identical to those in the workflow used for approval by the recipient's manager. The only difference is in the initial approval steps. The Recipient's Manager role will be replaced with the Recipient's Department Manager role.
- Only these steps will be described below.
- To find out more about the other workflow steps, see the configuration of the [SERVICE] New Request | Approval by User Manager workflow.
Configuration of the process
(3) Step Name: Department Manager Approval?
Zoom
Workflow: [SERVICE] New Request | Approval by Dprt. Manager
FROM SD_REQUEST a
INNER JOIN AM_DEPARTMENT b ON a.DEPARTMENT_ID = b.DEPARTMENT_ID
INNER JOIN AM_EMPLOYEE c ON a.REQUESTOR_ID = c.EMPLOYEE_ID
INNER JOIN AM_EMPLOYEE d ON b.MANAGER_ID = d.EMPLOYEE_ID
WHERE REQUEST_ID = @@ID@@
AND a.REQUESTOR_ID <> b.MANAGER_ID;
(4) Step Name: Department Manager Approval
Zoom
Workflow: [SERVICE] New Request | Approval by Dprt. Manager
- Action Type: Self Service Approval
- Role: @Recipient Department Manager
- Return Address: easyvista@no-reply.com
- Subject: [EasyVista] Could you please approve the following service request (#RFC_NUMBER#)
- Message:#[MAIL_PART._HEADER]#
#[MAIL_PART._BODY_MANAGER_VALIDATION]#
#[MAIL_PART._FOOTER]#
(5) Step Name: Department Manager Validation: Approved (RISK_DESCRIPTION)
Zoom
Workflow: [SERVICE] New Request | Approval by Dprt. Manager
SET RISK_DESCRIPTION =
(SELECT COALESCE(NULLIF(RTRIM(DESCRIPTION),''),'N/A')
FROM (SELECT MAX(ACTION_ID) MAX_ACTION_ID FROM AM_ACTION
WHERE REQUEST_ID = @@ID@@ AND ACTION_TYPE_ID IN (1, 31, 38) AND DESCRIPTION is not null AND DESCRIPTION not like '%@OPERATION@%') A
INNER JOIN AM_ACTION B ON A.MAX_ACTION_ID = B.ACTION_ID)
WHERE REQUEST_ID = @@ID@@;
(6) Step Name: Manager Validation: Approved
Zoom
Workflow: [SERVICE] New Request | Approval by Dprt. Manager
- Action Type: Send Email
- Role: @Recipient
- CC: @Requestor
- Return Address: easyvista@no-reply.com
- Subject: [EasyVista] The service request has been approved by your manager (#RFC_NUMBER#)
- Message:#[MAIL_PART._HEADER]#
#[MAIL_PART._BODY_MANAGER_VALIDATION_OK]#
#[MAIL_PART._FOOTER]#
(7) Step Name: More info required: Manager Validation
Zoom
Workflow: [SERVICE] New Request | Approval by Dprt. Manager
SET RISK_DESCRIPTION =
(SELECT COALESCE(NULLIF(RTRIM(DESCRIPTION),''),'N/A')
FROM (SELECT MAX(ACTION_ID) MAX_ACTION_ID FROM AM_ACTION
WHERE REQUEST_ID = @@ID@@ AND ACTION_TYPE_ID IN (1, 31, 38) AND DESCRIPTION is not null AND DESCRIPTION not like '%@OPERATION@%') A
INNER JOIN AM_ACTION B ON A.MAX_ACTION_ID = B.ACTION_ID)
WHERE REQUEST_ID = @@ID@@;
(8) Step Name: More info required: Manager -> Recipient
Zoom
Workflow: [SERVICE] New Request | Approval by Dprt. Manager
- Action Type: Send Email
- Role: @Recipient
- CC: @Requestor
- Return Address: easyvista@no-reply.com
- Subject: [EasyVista] Your manager "#RECIPIENT_MANAGER#" has asked for more information (#RFC_NUMBER#)
- Message:#[MAIL_PART._HEADER]#
#[MAIL_PART._BODY_MORE_INFOS]#
#[MAIL_PART._FOOTER]#
(9) Step Name: Manager Validation: Denied
Zoom
Workflow: [SERVICE] New Request | Approval by Dprt. Manager
SET RISK_DESCRIPTION =
(SELECT COALESCE(NULLIF(RTRIM(DESCRIPTION),''),'N/A')
FROM (SELECT MAX(ACTION_ID) MAX_ACTION_ID FROM AM_ACTION
WHERE REQUEST_ID = @@ID@@ AND ACTION_TYPE_ID IN (1, 31, 38) AND DESCRIPTION is not null AND DESCRIPTION not like '%@OPERATION@%') A
INNER JOIN AM_ACTION B ON A.MAX_ACTION_ID = B.ACTION_ID)
WHERE REQUEST_ID = @@ID@@;
(10) Step Name: Manager Validation: Denied
Zoom
Workflow: [SERVICE] New Request | Approval by Dprt. Manager
- Action Type: Send Email
- Role: @Recipient
- CC: @Requestor
- Return Address: easyvista@no-reply.com
- Subject: [EasyVista] The service request has been denied by your manager (#RFC_NUMBER#)
- Message:#[MAIL_PART._HEADER]#
#[MAIL_PART._BODY_MANAGER_VALIDATION_KO]#
#[MAIL_PART._FOOTER]#
(11) Step Name: Approval denied
Zoom
Workflow: [SERVICE] New Request | Approval by Dprt. Manager
- The workflow will stop.
- The status of the request will become Rejected.
Business rules
(BR) Create child service request | Multi-cart
See the description.
Configuration of the process
(1) Step Name: Log RFC_NUMBER
Zoom
Business rule: (BR) Create child service request | Multi-cart
FROM AM_ACTION
INNER JOIN SD_REQUEST
ON AM_ACTION.REQUEST_ID = SD_REQUEST.REQUEST_ID
WHERE ACTION_ID = @@ID@@;
(2) Step Name: Variable (REQUESTOR)
Zoom
Business rule: (BR) Create child service request | Multi-cart
FROM AM_ACTION INNER JOIN SD_REQUEST
ON AM_ACTION.REQUEST_ID = SD_REQUEST.REQUEST_ID
INNER JOIN AM_EMPLOYEE
ON SD_REQUEST.REQUESTOR_ID = AM_EMPLOYEE.EMPLOYEE_ID
WHERE AM_ACTION.ACTION_ID = @@ID@@;
(3) Step Name: Variable (RECIPIENT)
Zoom
Business rule: (BR) Create child service request | Multi-cart
FROM AM_ACTION INNER JOIN SD_REQUEST
ON AM_ACTION.REQUEST_ID = SD_REQUEST.REQUEST_ID
INNER JOIN AM_EMPLOYEE
ON SD_REQUEST.RECIPIENT_ID = AM_EMPLOYEE.EMPLOYEE_ID
WHERE AM_ACTION.ACTION_ID = @@ID@@;
(4) Step Name: Records left to be processed? (CODE)
Zoom
Business rule: (BR) Create child service request | Multi-cart
WHERE SD_CATALOG_ID IN
(SELECT TOP 1 SD_CATALOG_ID
FROM SD_REQUEST_DETAIL
WHERE REQUEST_ID = (SELECT TOP 1 REQUEST_ID FROM AM_ACTION WHERE ACTION_ID = @@ID@@)
AND AVAILABLE_FIELD_1 IS NULL AND CATALOG_ID IS NULL
ORDER BY REQUEST_DETAIL_ID);
(5) Step Name: Create child service requests
Zoom
Business rule: (BR) Create child service request | Multi-cart
- Catalog code
- Requestor's email
- Recipient's email
- Request number
- Origin = 7 = web service
You configure the New Request (cart) resource by selecting Administration > REST > Resources.
"requests" :
[{
"Catalog_Code" : "{catalog_code}",
"Requestor_Mail" : "{requestor_mail}",
"Recipient_Mail" : "{recipient_mail}",
"Origin" : "{origin}",
"ParentRequest" : "{parent_request}"
}]
}
(6) Step Name: Flag SD_REQUEST_DETAIL
Zoom
Business rule: (BR) Create child service request | Multi-cart
WHERE REQUEST_DETAIL_ID IN
(SELECT TOP 1 REQUEST_DETAIL_ID FROM SD_REQUEST_DETAIL
WHERE REQUEST_ID = (SELECT TOP 1 REQUEST_ID FROM AM_ACTION WHERE ACTION_ID = @@ID@@) AND AVAILABLE_FIELD_1 IS NULL
AND CATALOG_ID IS NULL ORDER BY REQUEST_DETAIL_ID);
(7) Step Name: Variable (WS_REOPEN_HEADER)
Zoom
Business rule: (BR) Create child service request | Multi-cart
WHEN LANGUAGE_ID = 1 THEN (SELECT TAG_LABEL_EN FROM SD_MAIL_TAG WHERE TAG = '_WS_CLOSE_HEADER')
WHEN LANGUAGE_ID = 2 THEN (SELECT TAG_LABEL_FR FROM SD_MAIL_TAG WHERE TAG = '_WS_CLOSE_HEADER')
WHEN LANGUAGE_ID = 3 THEN (SELECT TAG_LABEL_SP FROM SD_MAIL_TAG WHERE TAG = '_WS_CLOSE_HEADER')
WHEN LANGUAGE_ID = 4 THEN (SELECT TAG_LABEL_GE FROM SD_MAIL_TAG WHERE TAG = '_WS_CLOSE_HEADER')
WHEN LANGUAGE_ID = 5 THEN (SELECT TAG_LABEL_IT FROM SD_MAIL_TAG WHERE TAG = '_WS_CLOSE_HEADER')
WHEN LANGUAGE_ID = 6 THEN (SELECT TAG_LABEL_PO FROM SD_MAIL_TAG WHERE TAG = '_WS_CLOSE_HEADER')
ELSE (SELECT TAG_LABEL_EN FROM SD_MAIL_TAG WHERE TAG = '_WS_CLOSE_HEADER')
END AS MESSAGE
FROM SD_REQUEST
INNER JOIN AM_EMPLOYEE ON SD_REQUEST.RECIPIENT_ID = AM_EMPLOYEE.EMPLOYEE_ID
WHERE SD_REQUEST.RFC_NUMBER = '#[VAR.RFC_NUMBER]#';
(8) Step Name: SQL_CloseRequest (Parent Service Request)
Zoom
Business rule: (BR) Create child service request | Multi-cart
Note: When you use SQL queries instead of a REST step, this will only close the parent request and not the child requests.
SET SD_WORKFLOW_INSTANCE.END_DATE = isnull(END_DATE, getutcdate())
FROM SD_WORKFLOW_INSTANCE
INNER JOIN AM_ACTION ON SD_WORKFLOW_INSTANCE.REQUEST_ID = AM_ACTION.REQUEST_ID
INNER JOIN SD_REQUEST ON AM_ACTION.REQUEST_ID = SD_REQUEST.REQUEST_ID
WHERE SD_REQUEST.RFC_NUMBER = '#[VAR.RFC_NUMBER]#';
UPDATE AM_ACTION
SET
AM_ACTION.STATUS_ID_ON_TERMINATE = 8,
AM_ACTION.START_DATE_UT = isnull(AM_ACTION.START_DATE_UT, getutcdate()),
AM_ACTION.END_DATE_UT = isnull(AM_ACTION.END_DATE_UT, getutcdate()),
AM_ACTION.DESCRIPTION = '#[VAR.WS_CLOSE_HEADER]#'
FROM AM_ACTION
INNER JOIN SD_REQUEST ON AM_ACTION.REQUEST_ID = SD_REQUEST.REQUEST_ID
WHERE SD_REQUEST.RFC_NUMBER = '#[VAR.RFC_NUMBER]#';
UPDATE SD_REQUEST
SET
SD_REQUEST.STATUS_ID = 8,
SD_REQUEST.END_DATE_UT = isnull(SD_REQUEST.END_DATE_UT, getutcdate()),
SD_REQUEST.DESCRIPTION = '#[VAR.WS_CLOSE_HEADER]#',
SD_REQUEST.COMMENT = '#[VAR.WS_CLOSE_HEADER]#'
FROM SD_REQUEST
WHERE SD_REQUEST.RFC_NUMBER = '#[VAR.RFC_NUMBER]#';
(9) Step Name: Records left to be processed? (CATALOG_ID)
Zoom
Business rule: (BR) Create child service request | Multi-cart
WHERE SD_CATALOG_ID IN
(SELECT TOP 1 SD_CATALOG_ID
FROM SD_REQUEST_DETAIL
WHERE REQUEST_ID = (SELECT TOP 1 REQUEST_ID FROM AM_ACTION WHERE ACTION_ID = @@ID@@)
AND AVAILABLE_FIELD_2 IS NULL AND CATALOG_ID IS NULL
ORDER BY REQUEST_DETAIL_ID);
(10) Step Name: Variable (REQUEST_ID)
Zoom
Business rule: (BR) Create child service request | Multi-cart
FROM SD_REQUEST_DETAIL a
INNER JOIN SD_REQUEST b ON a.REQUEST_ID = b.PARENT_REQUEST_ID
WHERE b.SD_CATALOG_ID = '#[VAR.CATALOG_ID]#'
AND a.REQUEST_ID = (SELECT TOP 1 REQUEST_ID FROM AM_ACTION WHERE ACTION_ID = @@ID@@);
(11) Step Name: Insert questions on child service requests (STEP1)
Zoom
Business rule: (BR) Create child service request | Multi-cart
SELECT '#[VAR.REQUEST_ID]#' AS REQUEST_ID, SD_CATALOG_ID, QTY_REQUESTED, CHARGE_BACK, MONTHLY_CHARGE_BACK, DESTOCKING_LOCATION_ID, AVAILABLE_FIELD_1
FROM SD_REQUEST_DETAIL
WHERE REQUEST_ID = (SELECT TOP 1 REQUEST_ID FROM AM_ACTION WHERE ACTION_ID = @@ID@@) AND SD_CATALOG_ID = '#[VAR.CATALOG_ID]#';
(12) Step Name: Variable (REQUEST_DETAIL_ID)
Zoom
Business rule: (BR) Create child service request | Multi-cart
WHERE REQUEST_ID = '#[VAR.REQUEST_ID]#' AND SD_CATALOG_ID = '#[VAR.CATALOG_ID]#';
(13) Step Name: Insert questions on child service requests (STEP2)
Zoom
Business rule: (BR) Create child service request | Multi-cart
SELECT '#[VAR.REQUEST_DETAIL_ID]#' AS REQUEST_DETAIL_ID, QUESTION_ID, RESULT, RESULT_STRING_FR, RESULT_DATE, RESULT_NUMBER, RESULT_BIT
FROM SD_QUESTION_RESULT_DETAIL WHERE REQUEST_DETAIL_ID = (SELECT REQUEST_DETAIL_ID FROM SD_REQUEST_DETAIL WHERE REQUEST_ID = (SELECT TOP 1 REQUEST_ID FROM AM_ACTION WHERE ACTION_ID = @@ID@@) AND SD_CATALOG_ID = '#[VAR.CATALOG_ID]#' AND CATALOG_ID is NULL)
AND QUESTION_ID IN (SELECT QUESTION_ID FROM SD_QUESTION_RESULT_DETAIL WHERE REQUEST_DETAIL_ID = (SELECT REQUEST_DETAIL_ID FROM SD_REQUEST_DETAIL WHERE REQUEST_ID = (SELECT TOP 1 REQUEST_ID FROM AM_ACTION WHERE ACTION_ID = @@ID@@) AND SD_CATALOG_ID = '#[VAR.CATALOG_ID]#' AND CATALOG_ID is NULL));
(14) Step Name: Flag (SD_REQUEST_DETAIL)
Zoom
Business rule: (BR) Create child service request | Multi-cart
SET AVAILABLE_FIELD_2 = 'Done'
WHERE REQUEST_ID = (SELECT TOP 1 REQUEST_ID FROM AM_ACTION WHERE ACTION_ID = @@ID@@) AND SD_CATALOG_ID = '#[VAR.CATALOG_ID]#';
(15) Step Name: Flag (SD_REQUEST_DETAIL)
Zoom
Business rule: (BR) Create child service request | Multi-cart
SET AVAILABLE_FIELD_2 = 'Merge'
WHERE REQUEST_ID in (
SELECT REQUEST_ID FROM SD_REQUEST
WHERE PARENT_REQUEST_ID in
(SELECT a.REQUEST_ID FROM SD_REQUEST a INNER JOIN AM_ACTION b ON a.REQUEST_ID = b.REQUEST_ID
WHERE ACTION_ID = @@ID@@)
) AND AVAILABLE_FIELD_2 is NULL;
Conditions for triggering the business rule
Zoom
Business rule: (BR) Create child service request | Multi-cart
- Trigger: AM_ACTION.END_DATE_UT | On Insert
INNER JOIN SD_REQUEST ON INSERTED.REQUEST_ID = SD_REQUEST.REQUEST_ID
INNER JOIN SD_CATALOG ON SD_CATALOG.SD_CATALOG_ID = SD_REQUEST.SD_CATALOG_ID
INNER JOIN AM_REFERENCE SD_CATALOG_REF ON SD_CATALOG.CATEGORY_ID = SD_CATALOG_REF.REFERENCE_ID
WHERE ACTION_TYPE_ID in (24)
AND SD_CATALOG_REF.REFERENCE_GUID = 'DAD06D4C-D4A1-4F26-B715-7FB8D3E88B71')
BEGIN
@@FIRETRIGGER@@
END
(BR) Update request created from Apps
See the description.
Configuration of the process
(1) Step Name: Log RFC_NUMBER
Zoom
Business rule: (BR) Update request created from Apps
FROM AM_ACTION
INNER JOIN SD_REQUEST
ON AM_ACTION.REQUEST_ID = SD_REQUEST.REQUEST_ID
WHERE ACTION_ID = @@ID@@;
(2) Step Name: Update service request
Zoom
Business rule: (BR) Update request created from Apps
SET RECIPIENT_ID = RESULT
FROM SD_REQUEST
INNER JOIN AM_ACTION ON SD_REQUEST.REQUEST_ID = AM_ACTION.REQUEST_ID
INNER JOIN V_SD_QUESTION_RESULT ON SD_REQUEST.REQUEST_ID = V_SD_QUESTION_RESULT.REQUEST_ID
INNER JOIN SD_QUESTION ON V_SD_QUESTION_RESULT.QUESTION_ID = SD_QUESTION.QUESTION_ID
WHERE QUESTION_CODE = 'recipient' AND AM_ACTION.ACTION_ID = @@ID@@;
UPDATE SD_REQUEST
SET URGENCY_ID = RESULT
FROM SD_REQUEST
INNER JOIN AM_ACTION ON SD_REQUEST.REQUEST_ID = AM_ACTION.REQUEST_ID
INNER JOIN V_SD_QUESTION_RESULT ON SD_REQUEST.REQUEST_ID = V_SD_QUESTION_RESULT.REQUEST_ID
INNER JOIN SD_QUESTION ON V_SD_QUESTION_RESULT.QUESTION_ID = SD_QUESTION.QUESTION_ID
WHERE QUESTION_CODE = 'urgency' AND AM_ACTION.ACTION_ID = @@ID@@;
UPDATE SD_REQUEST
SET COMMENT = RESULT
FROM SD_REQUEST
INNER JOIN AM_ACTION ON SD_REQUEST.REQUEST_ID = AM_ACTION.REQUEST_ID
INNER JOIN V_SD_QUESTION_RESULT ON SD_REQUEST.REQUEST_ID = V_SD_QUESTION_RESULT.REQUEST_ID
INNER JOIN SD_QUESTION ON V_SD_QUESTION_RESULT.QUESTION_ID = SD_QUESTION.QUESTION_ID
WHERE QUESTION_CODE = 'description' AND AM_ACTION.ACTION_ID = @@ID@@;
UPDATE SD_REQUEST
SET LOCATION_ID = AM_EMPLOYEE.LOCATION_ID
FROM SD_REQUEST
INNER JOIN AM_ACTION ON SD_REQUEST.REQUEST_ID = AM_ACTION.REQUEST_ID
INNER JOIN V_SD_QUESTION_RESULT ON SD_REQUEST.REQUEST_ID = V_SD_QUESTION_RESULT.REQUEST_ID
INNER JOIN SD_QUESTION ON V_SD_QUESTION_RESULT.QUESTION_ID = SD_QUESTION.QUESTION_ID
INNER JOIN AM_EMPLOYEE ON V_SD_QUESTION_RESULT.RESULT = AM_EMPLOYEE.EMPLOYEE_ID
WHERE QUESTION_CODE = 'recipient' AND AM_ACTION.ACTION_ID = @@ID@@;
UPDATE SD_REQUEST
SET DEPARTMENT_ID = AM_EMPLOYEE.DEPARTMENT_ID
FROM SD_REQUEST
INNER JOIN AM_ACTION ON SD_REQUEST.REQUEST_ID = AM_ACTION.REQUEST_ID
INNER JOIN V_SD_QUESTION_RESULT ON SD_REQUEST.REQUEST_ID = V_SD_QUESTION_RESULT.REQUEST_ID
INNER JOIN SD_QUESTION ON V_SD_QUESTION_RESULT.QUESTION_ID = SD_QUESTION.QUESTION_ID
INNER JOIN AM_EMPLOYEE ON V_SD_QUESTION_RESULT.RESULT = AM_EMPLOYEE.EMPLOYEE_ID
WHERE QUESTION_CODE = 'recipient' AND AM_ACTION.ACTION_ID = @@ID@@;
Conditions for triggering the business rule
Zoom
Business rule: (BR) Update request created from Apps
- The rule is run when the recipient is updated upon completion of the Standard Request questionnaire via the Service Apps) user portal.
- Trigger: AM_ACTION.END_DATE_UT | On Update
(SELECT ACTION_ID FROM INSERTED
WHERE ACTION_TYPE_ID in (24, 56) AND END_DATE_UT IS NOT NULL)
BEGIN
@@FIRETRIGGER@@
END
See the Standard request questionnaire configuration.
(BR) Automatic closing of tickets | REST
See the description.
BR_CloseRequest_Configuration
Configuration of the process
(2) Step Name: REST_CloseRequest
Zoom
Business rule: (BR) Automatic closing of tickets | REST
- Specify the following parameters:
- ticket_id: #[DB_FIELDS.RFC_NUMBER]#
- statusGUID_value: C3D9DFA7-7A21-46C2-B3A3-8BC50C9FF4F3
- Note: You must first create the connector by selecting Administration > REST > Connections in the menu. See step 2 of the installation procedure for the template.
(3) Step Name: Variable (SD_E-MAIL_TAG)
Zoom
Business rule: (BR) Automatic closing of tickets | REST
WHEN LANGUAGE_ID = 1 THEN (SELECT TAG_LABEL_EN FROM SD_E-MAIL_TAG WHERE TAG = '_WS_CLOSE_HEADER')
WHEN LANGUAGE_ID = 2 THEN (SELECT TAG_LABEL_FR FROM SD_E-MAIL_TAG WHERE TAG = '_WS_CLOSE_HEADER')
WHEN LANGUAGE_ID = 3 THEN (SELECT TAG_LABEL_SP FROM SD_E-MAIL_TAG WHERE TAG = '_WS_CLOSE_HEADER')
WHEN LANGUAGE_ID = 4 THEN (SELECT TAG_LABEL_GE FROM SD_E-MAIL_TAG WHERE TAG = '_WS_CLOSE_HEADER')
WHEN LANGUAGE_ID = 5 THEN (SELECT TAG_LABEL_IT FROM SD_E-MAIL_TAG WHERE TAG = '_WS_CLOSE_HEADER')
WHEN LANGUAGE_ID = 6 THEN (SELECT TAG_LABEL_PO FROM SD_E-MAIL_TAG WHERE TAG = '_WS_CLOSE_HEADER')
ELSE (SELECT TAG_LABEL_EN FROM SD_E-MAIL_TAG WHERE TAG = '_WS_CLOSE_HEADER')
END AS MESSAGE
FROM SD_REQUEST
INNER JOIN AM_EMPLOYEE ON SD_REQUEST.RECIPIENT_ID = AM_EMPLOYEE.EMPLOYEE_ID
WHERE REQUEST_ID = @@ID@@;
(4) Step Name: Update DESCRIPTION
Zoom
Business rule: (BR) Automatic closing of tickets | REST
SET SD_REQUEST.DESCRIPTION = '#[VAR.WS_CLOSE_HEADER]#'
+'<br /><br />'
+ISNULL(DESCRIPTION,'')
FROM SD_REQUEST WHERE SD_REQUEST.REQUEST_ID = @@ID@@;
Conditions for triggering the business rule
Zoom
Business rule: (BR) Automatic closing of tickets | REST
- It is run using the alert called Automatic closing of tickets after 5 days.
- Trigger: SD_REQUEST.WAVE_ID_TARGET | On Update
- The value of the SD_REQUEST.WAVE_ID_TARGET field will be updated to 1 (currently unused field).
WHERE WAVE_ID_TARGET = '1')
BEGIN
@@FIRETRIGGER@@
END
(BR) Merging all the questions coming from the cart
See the description.
Configuration of the process
How the business rule works:
- Store various variables in internal update steps to:
- Take the user language into account.
- Translate messages into the user language when merging questions in the DYNAMIC_DETAILS field.
- Update the SD_REQUEST.DYNAMIC_DETAILS field using previously stored variables.
- Use the variables in the Update field DYNAMIC_DETAILS (SD_REQUEST) step to display messages in the user language.
- Note: The merging of questions takes into account the language of the group or Support person in charge of the action.
example English Technical Support persons will see the questions in their language. Once the request is transferred, French Technical Support persons will see the questions in their language.
(1) Step Name: Variable (QUESTION)
Zoom
Business rule: (BR) Merging all the questions coming from the cart
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 1) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 1) THEN 'question_en'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 2) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 2) THEN 'question_fr'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 3) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 3) THEN 'question_sp'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 5) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 5) THEN 'question_it'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 6) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 6) THEN 'question_po'
ELSE 'question_en'
END
AS QUESTION
FROM AM_ACTION
INNER JOIN SD_REQUEST ON AM_ACTION.REQUEST_ID = SD_REQUEST.REQUEST_ID
INNER JOIN SD_REQUEST_DETAIL ON SD_REQUEST.REQUEST_ID = SD_REQUEST_DETAIL.REQUEST_ID
LEFT OUTER JOIN AM_GROUP ON AM_ACTION.GROUP_ID = AM_GROUP.GROUP_ID
LEFT OUTER JOIN AM_EMPLOYEE ON AM_ACTION.DONE_BY_ID = AM_EMPLOYEE.EMPLOYEE_ID
WHERE AM_ACTION.ACTION_END_DATE_UT is null AND SD_REQUEST_DETAIL.REQUEST_DETAIL_ID = @@ID@@;
(2) Step Name: Variable (ANSWER)
Zoom
Business rule: (BR) Merging all the questions coming from the cart
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 1) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 1) THEN 'No answer'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 2) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 2) THEN 'Pas de réponse'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 3) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 3) THEN 'Ninguna respuesta'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 5) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 5) THEN 'Nessuna risposta'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 6) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 6) THEN 'Sem resposta'
ELSE 'No answer'
END
AS ANSWER
FROM AM_ACTION
INNER JOIN SD_REQUEST ON AM_ACTION.REQUEST_ID = SD_REQUEST.REQUEST_ID
INNER JOIN SD_REQUEST_DETAIL ON SD_REQUEST.REQUEST_ID = SD_REQUEST_DETAIL.REQUEST_ID
LEFT OUTER JOIN AM_GROUP ON AM_ACTION.GROUP_ID = AM_GROUP.GROUP_ID
LEFT OUTER JOIN AM_EMPLOYEE ON AM_ACTION.DONE_BY_ID = AM_EMPLOYEE.EMPLOYEE_ID
WHERE AM_ACTION.ACTION_END_DATE_UT is null AND SD_REQUEST_DETAIL.REQUEST_DETAIL_ID = @@ID@@;
(3) Step Name: Variable (TRUE)
Zoom
Business rule: (BR) Merging all the questions coming from the cart
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 1) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 1) THEN 'True'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 2) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 2) THEN 'Vrai'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 3) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 3) THEN 'Verdadero'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 5) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 5) THEN 'Vero'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 6) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 6) THEN 'Verdadeiro'
ELSE 'True'
END
AS TRUE
FROM AM_ACTION
INNER JOIN SD_REQUEST ON AM_ACTION.REQUEST_ID = SD_REQUEST.REQUEST_ID
INNER JOIN SD_REQUEST_DETAIL ON SD_REQUEST.REQUEST_ID = SD_REQUEST_DETAIL.REQUEST_ID
LEFT OUTER JOIN AM_GROUP ON AM_ACTION.GROUP_ID = AM_GROUP.GROUP_ID
LEFT OUTER JOIN AM_EMPLOYEE ON AM_ACTION.DONE_BY_ID = AM_EMPLOYEE.EMPLOYEE_ID
WHERE AM_ACTION.ACTION_END_DATE_UT is null AND SD_REQUEST_DETAIL.REQUEST_DETAIL_ID = @@ID@@;
(4) Step Name: Variable (FALSE)
Zoom
Business rule: (BR) Merging all the questions coming from the cart
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 1) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 1) THEN 'False'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 2) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 2) THEN 'Faux'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 3) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 3) THEN 'Falso'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 5) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 5) THEN 'Falso'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 6) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 6) THEN 'Falso'
ELSE 'False'
END
AS TRUE
FROM AM_ACTION
INNER JOIN SD_REQUEST ON AM_ACTION.REQUEST_ID = SD_REQUEST.REQUEST_ID
INNER JOIN SD_REQUEST_DETAIL ON SD_REQUEST.REQUEST_ID = SD_REQUEST_DETAIL.REQUEST_ID
LEFT OUTER JOIN AM_GROUP ON AM_ACTION.GROUP_ID = AM_GROUP.GROUP_ID
LEFT OUTER JOIN AM_EMPLOYEE ON AM_ACTION.DONE_BY_ID = AM_EMPLOYEE.EMPLOYEE_ID
WHERE AM_ACTION.ACTION_END_DATE_UT is null AND SD_REQUEST_DETAIL.REQUEST_DETAIL_ID = @@ID@@;
(5) Step Name: Variable (HOUR)
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Business rule: (BR) Merging all the questions coming from the cart
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 1) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 1) THEN 'hour(s)'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 2) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 2) THEN 'heure(s)'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 3) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 3) THEN 'hora(s)'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 5) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 5) THEN 'ora(e)'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 6) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 6) THEN 'hora(s)'
ELSE 'hour(s)'
END
AS HOUR
FROM AM_ACTION
INNER JOIN SD_REQUEST ON AM_ACTION.REQUEST_ID = SD_REQUEST.REQUEST_ID
INNER JOIN SD_REQUEST_DETAIL ON SD_REQUEST.REQUEST_ID = SD_REQUEST_DETAIL.REQUEST_ID
LEFT OUTER JOIN AM_GROUP ON AM_ACTION.GROUP_ID = AM_GROUP.GROUP_ID
LEFT OUTER JOIN AM_EMPLOYEE ON AM_ACTION.DONE_BY_ID = AM_EMPLOYEE.EMPLOYEE_ID
WHERE AM_ACTION.ACTION_END_DATE_UT is null AND SD_REQUEST_DETAIL.REQUEST_DETAIL_ID = @@ID@@;
(6) Step Name: Variable (MINUTE)
Zoom
Business rule: (BR) Merging all the questions coming from the cart
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 1) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 1) THEN 'minute(s)'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 2) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 2) THEN 'minute(s)'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 3) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 3) THEN 'minuto(s)'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 5) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 5) THEN 'minuto(i)'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 6) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 6) THEN 'minuto(s)'
ELSE 'minute(s)'
END
AS HOUR
FROM AM_ACTION
INNER JOIN SD_REQUEST ON AM_ACTION.REQUEST_ID = SD_REQUEST.REQUEST_ID
INNER JOIN SD_REQUEST_DETAIL ON SD_REQUEST.REQUEST_ID = SD_REQUEST_DETAIL.REQUEST_ID
LEFT OUTER JOIN AM_GROUP ON AM_ACTION.GROUP_ID = AM_GROUP.GROUP_ID
LEFT OUTER JOIN AM_EMPLOYEE ON AM_ACTION.DONE_BY_ID = AM_EMPLOYEE.EMPLOYEE_ID
WHERE AM_ACTION.ACTION_END_DATE_UT is null AND SD_REQUEST_DETAIL.REQUEST_DETAIL_ID = @@ID@@;
(7) Step Name: Variable (FILE)
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Business rule: (BR) Merging all the questions coming from the cart
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 1) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 1) THEN 'See file in attachments'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 2) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 2) THEN 'Voir fichier en pièce jointe'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 3) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 3) THEN 'Ver archivo adjunto'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 5) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 5) THEN 'Vedi il file allegato'
WHEN (DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 6) OR (DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 6) THEN 'Veja o arquivo anexado'
ELSE 'See file in attachments'
END
AS UPLOAD_FILE
FROM AM_ACTION
INNER JOIN SD_REQUEST ON AM_ACTION.REQUEST_ID = SD_REQUEST.REQUEST_ID
INNER JOIN SD_REQUEST_DETAIL ON SD_REQUEST.REQUEST_ID = SD_REQUEST_DETAIL.REQUEST_ID
LEFT OUTER JOIN AM_GROUP ON AM_ACTION.GROUP_ID = AM_GROUP.GROUP_ID
LEFT OUTER JOIN AM_EMPLOYEE ON AM_ACTION.DONE_BY_ID = AM_EMPLOYEE.EMPLOYEE_ID
WHERE AM_ACTION.ACTION_END_DATE_UT is null AND SD_REQUEST_DETAIL.REQUEST_DETAIL_ID = @@ID@@;
(8) Step Name: Variable (HEADER)
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Business rule: (BR) Merging all the questions coming from the cart
CASE
WHEN AM_ACTION.DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 1 THEN (SELECT TAG_LABEL_EN FROM SD_MAIL_TAG WHERE TAG = '_SQL_MERGE_HEADER')
WHEN AM_ACTION.DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 2 THEN (SELECT TAG_LABEL_FR FROM SD_MAIL_TAG WHERE TAG = '_SQL_MERGE_HEADER')
WHEN AM_ACTION.DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 3 THEN (SELECT TAG_LABEL_SP FROM SD_MAIL_TAG WHERE TAG = '_SQL_MERGE_HEADER')
WHEN AM_ACTION.DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 4 THEN (SELECT TAG_LABEL_GE FROM SD_MAIL_TAG WHERE TAG = '_SQL_MERGE_HEADER')
WHEN AM_ACTION.DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 5 THEN (SELECT TAG_LABEL_IT FROM SD_MAIL_TAG WHERE TAG = '_SQL_MERGE_HEADER')
WHEN AM_ACTION.DONE_BY_ID is null AND AM_GROUP.LANGUAGE_ID = 6 THEN (SELECT TAG_LABEL_PO FROM SD_MAIL_TAG WHERE TAG = '_SQL_MERGE_HEADER')
WHEN AM_ACTION.DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 1 THEN (SELECT TAG_LABEL_EN FROM SD_MAIL_TAG WHERE TAG = '_SQL_MERGE_HEADER')
WHEN AM_ACTION.DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 2 THEN (SELECT TAG_LABEL_FR FROM SD_MAIL_TAG WHERE TAG = '_SQL_MERGE_HEADER')
WHEN AM_ACTION.DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 3 THEN (SELECT TAG_LABEL_SP FROM SD_MAIL_TAG WHERE TAG = '_SQL_MERGE_HEADER')
WHEN AM_ACTION.DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 4 THEN (SELECT TAG_LABEL_GE FROM SD_MAIL_TAG WHERE TAG = '_SQL_MERGE_HEADER')
WHEN AM_ACTION.DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 5 THEN (SELECT TAG_LABEL_IT FROM SD_MAIL_TAG WHERE TAG = '_SQL_MERGE_HEADER')
WHEN AM_ACTION.DONE_BY_ID is not null AND AM_EMPLOYEE.LANGUAGE_ID = 6 THEN (SELECT TAG_LABEL_PO FROM SD_MAIL_TAG WHERE TAG = '_SQL_MERGE_HEADER')
ELSE (SELECT TAG_LABEL_EN FROM SD_MAIL_TAG WHERE TAG = '_SQL_MERGE_HEADER')
END
, '<p>', ''), '</p>', ''), '''', '´') AS HEADER
FROM AM_ACTION
INNER JOIN SD_REQUEST ON AM_ACTION.REQUEST_ID = SD_REQUEST.REQUEST_ID
INNER JOIN SD_REQUEST_DETAIL ON SD_REQUEST.REQUEST_ID = SD_REQUEST_DETAIL.REQUEST_ID
LEFT OUTER JOIN AM_GROUP ON AM_ACTION.GROUP_ID = AM_GROUP.GROUP_ID
LEFT OUTER JOIN AM_EMPLOYEE ON AM_ACTION.DONE_BY_ID = AM_EMPLOYEE.EMPLOYEE_ID
WHERE AM_ACTION.ACTION_END_DATE_UT is null AND SD_REQUEST_DETAIL.REQUEST_DETAIL_ID = @@ID@@;
(9) Step Name: Update field DYNAMIC_DETAILS
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Business rule: (BR) Merging all the questions coming from the cart
SELECT
@CPTE1 = MAX(RESULT_ORDER),
@CPTE2 = MIN(RESULT_ORDER) FROM V_SD_QUESTION_RESULT A INNER JOIN SD_REQUEST_DETAIL B ON A.REQUEST_ID = B.REQUEST_ID WHERE REQUEST_DETAIL_ID = @@ID@@
SET @TEXT=''
WHILE @CPTE2 <= @CPTE1
BEGIN
SET @TEXT=@TEXT+ISNULL((
SELECT
REPLACE(REPLACE(
CASE
when value_type = 'radio' then '<b>'+#[VAR.QUESTION]#+' : </b>'+coalesce(nullif(rtrim(result_string_fr),''),'#[VAR.ANSWER]#')+'<br/>'
when value_type = 'checkbox' and result = 1 then '<b>'+#[VAR.QUESTION]#+' : </b>'+'#[VAR.TRUE]#'+'<br/>'
when value_type = 'checkbox' and result = 0 then '<b>'+#[VAR.QUESTION]#+' : </b>'+'#[VAR.FALSE]#'+'<br/>'
when value_type = 'date' and result_date is null then '<b>'+#[VAR.QUESTION]#+' : </b> '+'#[VAR.ANSWER]#'+'<br/>'
when value_type = 'date' and result_date is not null then '<b>'+#[VAR.QUESTION]#+' : </b> '+convert(nvarchar(20),result_date,103)+'<br/>'
when value_type = 'datetime' and result_date is null then '<b>'+#[VAR.QUESTION]#+' : </b> '+'#[VAR.ANSWER]#'+'<br/>'
when value_type = 'datetime' and result_date is not null then '<b>'+#[VAR.QUESTION]#+' : </b> '+convert(nvarchar(20),result_date,103)+' - '+convert(nvarchar(20),result_date,114) + ' (UTC)'+'<br/>'
when value_type = 'time' and result = '' then '<b>'+#[VAR.QUESTION]#+' : </b>'+'#[VAR.ANSWER]#'+'<br/>'
when value_type = 'time' and result < 60 then '<b>'+#[VAR.QUESTION]#+' : </b>'+result+' #[VAR.MINUTE]#'+'<br/>'
when value_type = 'time' and result >= 60 then '<b>'+#[VAR.QUESTION]#+' : </b>'+cast(result/60 as nvarchar(10))+' #[VAR.HOUR]#'+' '+cast (result%60 as nvarchar(10))+' #[VAR.MINUTE]#'+'<br/>'
when value_type = 'float' then '<b>'+#[VAR.QUESTION]#+' : </b>'+coalesce(nullif(rtrim(result),''),'#[VAR.ANSWER]#')+'<br/>'
when value_type = 'grid' then '<b>'+#[VAR.QUESTION]#+' : </b>'+coalesce(nullif(rtrim(result_string_fr),''),'#[VAR.ANSWER]#')+'<br/>'
when value_type = 'list' then '<b>'+#[VAR.QUESTION]#+' : </b>'+coalesce(nullif(rtrim(result_string_fr),''),'#[VAR.ANSWER]#')+'<br/>'
when value_type = 'sql' then '<b>'+#[VAR.QUESTION]#+' : </b>'+coalesce(nullif(rtrim(result_string_fr),''),'#[VAR.ANSWER]#')+'<br/>'
when value_type = 'memo' then '<b>'+#[VAR.QUESTION]#+' : </b>'+coalesce(nullif(rtrim(result),''),'#[VAR.ANSWER]# <br/>')
when value_type = 'int' then '<b>'+#[VAR.QUESTION]#+' : </b>'+coalesce(nullif(rtrim(result),''),'#[VAR.ANSWER]#')+'<br/>'
when value_type = 'text' then '<b>'+#[VAR.QUESTION]#+' : </b>'+coalesce(nullif(rtrim(result),''),'#[VAR.ANSWER]#')+'<br/>'
when value_type = 'signature' and result is null then '<b>'+#[VAR.QUESTION]#+' : </b>'+'#[VAR.ANSWER]#'+'<br/>'
when value_type = 'signature' and result is not null then '<b>'+#[VAR.QUESTION]#+' : </b>'+'#[VAR.FILE]#'+' "'+(select document_name from am_document where document_id = result)+'"'+'<br/>'
when value_type = 'document' and result = '' then '<b>'+#[VAR.QUESTION]#+' : </b>'+'#[VAR.ANSWER]#'+'<br/>'
when value_type = 'document' and result is not null then '<b>'+#[VAR.QUESTION]#+' : </b>'+'#[VAR.FILE]#'+' "'+(select document_name from am_document where document_id = result)+'"'+'<br/>'
else '<b>'+#[VAR.QUESTION]#+' : </b>'+coalesce(nullif(rtrim(result),''),'#[VAR.ANSWER]#')+'<br/>'
END
, '[', ''), ']', '')
FROM V_SD_QUESTION_RESULT A
INNER JOIN SD_REQUEST_DETAIL B ON A.REQUEST_ID = B.REQUEST_ID
INNER JOIN SD_QUESTION C ON A.QUESTION_ID = C.QUESTION_ID
WHERE REQUEST_DETAIL_ID = @@ID@@
AND VALUE_TYPE <> 'tbl_header' AND VALUE_TYPE <> 'comment'
AND RESULT_ORDER = @CPTE2),'')
SET @CPTE2 = @CPTE2+1
END
UPDATE SD_REQUEST
SET DYNAMIC_DETAILS = '#[VAR.HEADER]#'+'<br>'+@TEXT
FROM SD_REQUEST
INNER JOIN SD_REQUEST_DETAIL ON SD_REQUEST.REQUEST_ID = SD_REQUEST_DETAIL.REQUEST_ID
WHERE REQUEST_DETAIL_ID = @@ID@@;
Conditions for triggering the business rule
Zoom
Business rule: (BR) Merging all the questions coming from the cart
- The rule is run when the SD_REQUEST_DETAIL.AVAILABLE_FIELD_2 available field contains the keyword, Merge.
- Trigger: SD_REQUEST_DETAIL.AVAILABLE_FIELD_2 | On Update
FROM INSERTED
WHERE AVAILABLE_FIELD_2 = 'Merge')
BEGIN
@@FIRETRIGGER@@
END
(BR) Notification upon processing incident - Hand icon
See the description.
BR_TakeChargeNotificationHandIcon_Configuration
Configuration of the process
(1) Step Name: Email ack sent to the end user upon handling the incident
Zoom
Business rule: (BR) Notification upon processing incident - Hand icon
- Action Type: Send Email
- Role: @Requestor
- CC: @Recipient
- Return Address: easyvista@no-reply.com
- Subject: [EasyVista] Your incident is now being handled by the Support Team (#RFC_NUMBER#)
- Message:#[MAIL_PART._HEADER]#
#[MAIL_PART._BODY_IN_PROGRESS]#
#[MAIL_PART._FOOTER]#
(2) Objective of the step: Store a trace of the ticket number.
INNER JOIN SD_REQUEST ON AM_ACTION.REQUEST_ID = SD_REQUEST.REQUEST_ID
WHERE ACTION_ID = @@ID@@;.
(3) Objective of the step: Store the initial description of the ticket.
INNER JOIN SD_REQUEST ON AM_ACTION.REQUEST_ID = SD_REQUEST.REQUEST_ID
WHERE ACTION_ID = @@ID@@;
Conditions for triggering the business rule
Zoom
Business rule: (BR) Notification upon processing incident - Hand icon
- This business rule is run for action types 20 (Operation Processing) and 34 (Closing Operation).
- Trigger: AM_ACTION.DONE_BY_ID | On Update
WHERE AM_ACTION.ACTION_TYPE_ID in (20, 34) AND REQUEST_ID = INSERTED.REQUEST_ID))
BEGIN
@@FIRETRIGGER@@
END
(BR) Escalation notification - Transfer Wizard
See the description.
BR_EscalateNotificationTransferWizard_Configuration
Configuration of the process
(1) Objective of the step: Store a trace of the ticket number.
INNER JOIN SD_REQUEST ON AM_ACTION.REQUEST_ID = SD_REQUEST.REQUEST_ID
WHERE ACTION_ID = @@ID@@;
(2) Objective of the step: Retrieve the escalation comment to update SD_REQUEST.RISK_DESCRIPTION and use it in a mail component (_BODY_ESCALATED).
SET RISK_DESCRIPTION =
(SELECT COALESCE(NULLIF(RTRIM(REPLACE(DESCRIPTION,'''','´')),''),'N/A')
FROM AM_ACTION WHERE ACTION_ID
IN (SELECT MAX(ACTION_ID) AS MAX_ACTION_ID
FROM AM_ACTION WHERE ACTION_TYPE_ID in (20, 34)
AND DONE_BY_ID IS NOT NULL AND START_DATE_UT IS NOT NULL AND
END_DATE_UT IS NOT NULL AND
REQUEST_ID = (SELECT REQUEST_ID FROM AM_ACTION WHERE ACTION_ID = @@ID@@) GROUP BY REQUEST_ID))
FROM SD_REQUEST
INNER JOIN AM_ACTION ON SD_REQUEST.REQUEST_ID = AM_ACTION.REQUEST_ID
WHERE ACTION_ID = @@ID@@;
(3) Objective of the step: Update the next action with the comment from the previous action (escalation, same-level or lower-level redirection).
WHERE ACTION_TYPE_ID in (20, 34)
AND START_DATE_UT IS NULL AND END_DATE_UT IS NULL AND REQUEST_ID = (SELECT REQUEST_ID FROM AM_ACTION WHERE ACTION_ID = @@ID@@);
(4) Step Name: Email ack when incident is escalated
Zoom
Business rule: (BR) Escalation notification - Transfer Wizard
- Action Type: Send Email
- Role: #[CUSTOM_ROLE.Groups with an Action to complete]#
- CC: #[CUSTOM_ROLE.List of Support Persons with an Action to be executed]#
- Return Address: easyvista@no-reply.com
- Subject: [EasyVista] The ticket for "#RECIPIENT#" has been transferred/escalated (#RFC_NUMBER#)
- Message:#[MAIL_PART._HEADER]#
#[MAIL_PART._BODY_ESCALATED]#
#[MAIL_PART._FOOTER]#
Conditions for triggering the business rule
Zoom
Business rule: (BR) Escalation notification - Transfer Wizard
- This business rule is run for action types 13 (Escalation), 14 (Redirection) and 52 (Redirected to a Level Below).
- Trigger: AM_ACTION | On Insert
WHERE ACTION_TYPE_ID in (13, 14, 52))
BEGIN
@@FIRETRIGGER@@
END
Alerts
Alert | Automatic closing of tickets after 5 days
See the description.
Parent Query: Action Operation
Alert Type: Standard
Frequency: Every day at 00:00 (UT) i.e. 2 am (CET)
See the SQL Condition for filtering.
AND (AM_ACTION.END_DATE_UT IS NULL)
AND (AM_ACTION.ACTION_TYPE_ID IN (1,31,38))
AND (SD_REQUEST_STATUS.STATUS_GUID IN ('{DC97DD1D-0F35-4153-B0E1-0F2E0155365D}'))
AND ({# TREEWHERE('SD_CATALOG', 'CATALOG_GUID', '{932E417B-2798-4E45-9918-7FB6A9CB49D5}', 'SD_CATALOG') #})
See the SQL Condition for running the business rule.
SET WAVE_ID_TARGET = '1'
FROM SD_REQUEST
INNER JOIN AM_ACTION ON AM_ACTION.REQUEST_ID = SD_REQUEST.REQUEST_ID
WHERE (WAVE_ID_TARGET <> '1' or WAVE_ID_TARGET is null)
AND ACTION_ID in (#LIST_ID#);
Reporting
Reporting | Automatic closing of tickets after 5 days
See the description.
Reporting_AutomaticClose_Configuration
Used to check tickets to be closed after five days.
Email templates
EmailTemplates_Configuration
All emails sent by workflows are based on the HEADER / BODY / FOOTER structure using mail components.
- Header: Modify the path of the logo based on your context.
- By default, this is the Service Manager logo found at the top left.
- Footer: Customize the Support contact information based on your context, e.g. icons, email address, phone number or customer portal URL.
Wizards
Transfer wizard in the Action form (HD - Transfer Request)
The objective of the modifications is to display only the Group and Support Person fields in the Transfer wizard.
The Copy comment from current action to next action and Notifications options are managed by the (BR) Escalation notification - Transfer Wizard business rule.
Approval wizard (WF - Validation)
The objective of the modifications is to hide the user email sent in the rejection notification step. The Support team will be notified by the [SERVICE] Processing | Approval by User Manager workflow.
Email templates
EmailTemplates_Configuration
All emails sent by workflows are based on the HEADER / BODY / FOOTER structure using mail components.
- Header: Modify the path of the logo based on your context.
- By default, this is the Service Manager logo found at the top left.
- Footer: Customize the Support contact information based on your context, e.g. icons, email address, phone number or customer portal URL.
List of files to download
- . See the procedure for the installation.