Business Rules and additional fields.
Hi,
I found that there is no possibility to fill additional fields via business rule. You should add this feature in the future to make the process to be more automatic. My example is that I have requests created by HR department (in case of hiring new personel) in automatic process. What i need is to fill additional fields like name, position, standard privileges etc. of new employee to easy make reports of reiceived permissions by specific person. Now i have to deal with decision if it will be made by team in manual process or just leave the additional fields empty but it will be harder to make reports.
I see that you could have problem with additional fields because you decided to make difference between incident and service request fields. IMO admin should have possibility to decide what fields are used in which templates. It strongly depend on business processes in corporations.
Next issue is that some of service requests made by service work flows could be identified as incident requests in resolving process. Those incidents are still identified in your reporting module as serivce requests. It makes reports
not fully comply.
Please also have in mind to simplify reports on service request additional fields. Now there is no possibility to use it in your reports module. I have to write pure SQL query.
Best Regards,
Michal
SBP Poland.
My version is enterprise perpetual.
I found that there is no possibility to fill additional fields via business rule. You should add this feature in the future to make the process to be more automatic. My example is that I have requests created by HR department (in case of hiring new personel) in automatic process. What i need is to fill additional fields like name, position, standard privileges etc. of new employee to easy make reports of reiceived permissions by specific person. Now i have to deal with decision if it will be made by team in manual process or just leave the additional fields empty but it will be harder to make reports.
I see that you could have problem with additional fields because you decided to make difference between incident and service request fields. IMO admin should have possibility to decide what fields are used in which templates. It strongly depend on business processes in corporations.
Next issue is that some of service requests made by service work flows could be identified as incident requests in resolving process. Those incidents are still identified in your reporting module as serivce requests. It makes reports
not fully comply.
Please also have in mind to simplify reports on service request additional fields. Now there is no possibility to use it in your reports module. I have to write pure SQL query.
Best Regards,
Michal
SBP Poland.
My version is enterprise perpetual.