I don't know the answer to this but I will find someone who does and have them respond.
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For #1, collaborator works after the request is created, not before. Collaborators can monitor the request, follow up and cancel the request. You can find more details here Enabling collaboration on service requests - Documentation for BMC Digital Workplace Advanced 18.11 - BMC Documentation
For #2, there is no limit on the number of fields, but the less the better from usability perspective.
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I like where you went when you seen “collaboration” as I was wondering if I was the only one that viewed collaboration as working together on the request. To me, the feature isn’t collaboration it is just making it accessible to others after it is submitted. Maximo has a true collaboration capability in their request where many people can work on the submission and that’s what I was hoping for when they said this as well. I’ve hoped for true collaboration many times but always just end up using Work Order w/tasks to get by. Maybe someday!
Thanks for the post!
Hi Sirjad Acharath Parakkat, thank you for your answer.
It has been helpful on one side, but hasn't on the other hand .
I really was hoping to get this functionality, finally.
Ok, but nevertheless, thank you for answering my questions.
Did you put in an enhancement for this, if so put the link here and I’ll cote on it!
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Hi Marie Johnson,
I've created the following idea:
Feel free to give any feedback about poor description of the idea or missing or missleading information in my idea text.
Feel free to add your use cases as a comment to the idea..
Sirjad Acharath Parakkat We're looking to implement the same functionality for a large customer and would like to see this requested as an enhancement too. In the shorter term I was thinking we could use the functionality described in John Gallagher's Blog "DWP Catalog Workflow: Passing question responses to custom fields within BMC Remedy ITSM". So we would:
- Create a Work Order with Identifiers
- Get the Work Order with Identifiers
- Push some fields to the Details tab with Set Fields
- Wait for Response
- As the person Completes the Work Order, they can adjust the Details fields
- Pull the Details fields if possible in the Receive task (or I'm assuming I'll need to do Get Fields)
- Instead of Closing the Request start the process over creating a new WO to the next group
- There are more steps here, but I hope this gets the idea across
This is obviously pretty complex, does anyone have a better idea? I cannot think of a way to do the same functionality on the WO end, i.e. Task Groups since there may be decisions/routing based on the results of the Details Inputs, and I'd rather not use AO, even though they own it, to do the integrations from the Tasks anyway.
I have not tried any of this yet, looking for advice before I put a lot of time in it
2 of 2 people found this helpful
John Kraft wrote "We're looking to implement the same functionality for a large customer and would like to see this requested as an enhancement too."
So feel free to vote for the idea I've created
Done. I didn't notice your link to the idea, thanks for pointing it out!!