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Connections configuration

A request in Service Manager is generally provided to support or fulfill a request for an individual. However, there are times when other people might have a connection to a particular request. For example, an incident may have been raised for an individual, but other users might be impacted by this same incident. These additional people can be added as connections.

This document covers how to set up connections for each service.

Connections Configuration

Before you begin

Connection Types

Connection types are a key part of controlling what a connected user can see or do on a request that they are connected to. By default, all visibility options are disabled for each connection type.

Information

The connection types are defined in a Simple List called requestConnectionType. The entire list of connection types defined in the simple list will be displayed in the service connections configuration.

When adding a connection to a request, a connection type must be selected. The selected connection type will determine what access is provided to the connected user.

View Request

Each connection type allows you to select from incidents, service requests, and changes as request types that can be viewed by the connected user on the Employee Portal when that connection type is used.

Connections will have the following levels of access on these requests:

  • View the request summary, description, status, and date logged.
  • View the Workflow Tracker.
  • View the questions section of the request.
  • View who else is a connection to the request.
  • The connected users will not be able to interact with the request, add updates or comments, add/view attachments, resolve, cancel or provide feedback on the closure of the request.

Tip

In order for Connections to view and download attachments, the setting guest.servicemanager.portal.request.canConnectionsViewAttachments needs to be enabled.

Allow Collaboration

If you allow collaboration on any of the available request types, the connections added using this connection type will have all the View Requests visibility options plus the following:

  • View the request’s Timeline and see any updates that are marked as visible to the customer.
  • Have the ability to add comments to any customer-facing updates in the request timeline.
  • Have the ability to add new updates to the request.
  • The connected users will NOT be able to add attachments, resolve, cancel or provide feedback on the closure of the request.

Information

To collaborate on a request the connection must also have view access. When selecting a request type under collaboration, if the View Request is not enabled for that request type, it will be automatically enabled.

Customer Can Add Connection

When at least one connection type has the Customer Can Add Connection enabled, the customer of the request can add connections to the request. Only the connection types that have this enabled will be available to the customer to select from.

Available to Portal User

Email on Add

  • Notify the connected user that they have been added as a connection

Email on Request Update

  • Notify the connected user when there has been a customer-facing update to the request. The Notify Customer option needs to be enabled for this to work.

Where can connections view requests?

Anyone added as a connection can view the request on the Employee Portal, provided that visibility has been set to allow access.

Note

While contacts from external organizations can be connected to a request, the Customer Portal does not provide visibility of these requests.

A connected user will see a new menu option in their list of requests, called Connections.

  • A new Connection Type Filter will allow the user to filter the requests they are connected to via the available connection types.
  • Email communication with request connections can added using the Request Connections Automation in a workflow or from the email action option on the requests.

Remove connection

Connections will have an option via the Connections section on the request to remove themselves from being a connection to the request.

If a connection removes themselves as a connection to a request, they will no longer have the ability to view the request.

Connection comparison

Employee Portal Visibility/Action Customer Connection (Collaboration) Connection (View)
View Summary, Description, Logged Date Yes Yes Yes
View Resolution target time, Sub status Yes Yes Yes
View Connections Yes Yes Yes
View Questions Yes Yes Yes
View Request Owner’s Name Yes Yes Yes
View Request Owner’s Phone Number Yes Yes Yes
View Timeline Yes Yes No
Add a new Timeline Post Yes Yes No
Add a new comment to a timeline post Yes Yes No
View Attachments Yes Yes No
Add Attachments Yes No No
Notification to assigned team/analyst of a post Yes Yes N/A
Notification to assigned team/analyst of a comment Yes Yes N/A
Resolve/Reopen Request Yes No No
Cancel Request Yes No No
Provide Feedback Yes No No
Update on Hold status with a post Yes Yes N/A
Update On-hold substatus with a comment Yes Yes N/A
Progress a workflow awaiting a customer update Yes Yes N/A
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