Enable state flows |
Enable state flows consistent with all service management
applications. If you prefer to create your own state flows using business
rules, client scripts, and UI actions, disable the option. A confirmation box
displays and includes a link to a help article that describes the implications of
disabling state flows. It is highly recommended that you read the article before
proceeding. If you disable state flows and save, this configuration option is
removed from the screen and state flows cannot be re-enabled from the user
interface.
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Process life cycle |
Select request driven (subtasks are optional) if you do
not want to require tasks to fulfill requests. When the request life cycle is request
driven, requests can be directly assigned to users in an assignment group. Users can
still add tasks to requests. However, closing all tasks does not automatically close
the request. Note: If the Enable state flows option is not
selected, the process life cycle becomes request-driven and
this field is not displayed. |
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Assignment method for requests |
Select the method for assigning requests: |
Note: The Process life cycle option is not available in all
service management applications.
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Use this workflow to assign requests |
Select the workflow for dispatching requests. |
Note: The Process life cycle option is not available in all
service management applications.
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Approval for new request required |
When disabled, all requests in the Awaiting Approval state
are automatically approved. |
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Use this workflow for approvals |
Select the approval workflow for requests. An approver must provide one of the
following approval responses before requests can move to the next state:
Note: If you do not select a workflow, the default workflow, Approval
Workflow for SM, is used. This workflow requests an approval from
all users with the wm_approver_user role.
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Assignment method for tasks |
Select the method for assigning tasks: Note: If the Enable state flows option is not selected,
the assignment method defaults to manually and this field is
not displayed. |
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Use this workflow to assign tasks |
Select the workflow for assigning tasks. |
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Agent must accept or reject the assigned task |
Enable to require the assigned agent to accept or reject the task. |
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Copy task work notes to request |
Enable to synchronize task work notes with the work notes on the order or
request. When work notes are added in the task, the same work notes appear in the
order or request. |
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Catalog and Request
Creation |
Create or update requests by inbound email. |
Enable this option to allow inbound email messages to create or update requests.
This option must be enabled to allow requests to be marked as spam.
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Requests are created using |
Select catalog or regular form to install the catalog and
enable automatic publishing of request templates to the catalog. Select
regular form only to uninstall the catalog and disable
automatic publishing of request templates to the catalog. |
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Templates create a dedicated catalog item |
Enable this option to allow automatic publishing of catalog items for the
application. |
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Notification |
Send a notification when a field changes for a task or request. |
Configure notifications to be sent to specific recipients when selected fields in
requests and/or tasks change.
- From Table, select Request or
Task.
- From Field, select the field to use for generating
notifications. When a change is made to the selected field, a notification is sent
to the recipients identified.
- From Recipients, select one or more recipients
- If a specific user or a specific
group, is selected, the user is prompted to select a user or
group.
- To define more notifications using other fields or recipients, repeat the steps
on the next line.
- To remove a notification, click the
symbol to the right of the notification.
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