Application - com.hornbill.servicemanager


Entities

The following entities are defined for this application

AccountStatus

There are no operations or events defined for the 'AccountStatus' entity.

Achievement

The following operations are defined for the 'Achievement' entity.

Operation Description
addAchievement For internal use only - This flowcode operation awards an achievement to the specified user.

AchievementImage

There are no operations or events defined for the 'AchievementImage' entity.

Assessment

The following operations are defined for the 'Assessment' entity.

Operation Description
getAssessment Load questions and answers for an assessment

AssessmentAnswers

There are no operations or events defined for the 'AssessmentAnswers' entity.

AssessmentQuestions

There are no operations or events defined for the 'AssessmentQuestions' entity.

AssessmentTypes

There are no operations or events defined for the 'AssessmentTypes' entity.

Asset

The following operations are defined for the 'Asset' entity.

Operation Description
addAsset This flowcode operation is a component operation for the following flowcodes: addAssetComputer, addAssetComputerPeripheral, addAssetMobileDevice, addAssetNetworkDevice, addAssetPrinter, addAssetSoftware, addAssetTelecoms.
deleteAsset This flowcode oepration deletes an asset from the system.
deleteAssets Delete a list of Assets
getImageInfo This flowcode load the info related to the asset image. If the asset has no image then return the info for the relevant asset type
linkAsset This flowcode operation links an asset to another asset, request or other system entity.
loadAssetData This flowcode load the asset data stored in the DB
loadLinkedEntities This flowcode load the entities linked to the asset and their count
loadOptions This flowcode loads the basic information required for the asset form, including the list of possible countries
searchAssetGlobal Intended to be used by the global search feature in Collaboration. Each asset classes is searched in order to find the best results.
unlinkAsset This flowcode operation unlinks an asset from another asset, request or other system entity.
updateAsset This flowcode operation is a component operation for the following flowcodes: updateAssetComputer, updateAssetComputerPeripheral, updateAssetMobileDevice, updateAssetNetworkDevice, updateAssetPrinter, updateAssetSoftware, updateAssetTelecoms.

AssetsBasic

The following operations are defined for the 'AssetsBasic' entity.

Operation Description
addAssetBasic This flowcode operation creates an asset of class 'AssetSoftware'.
updateAssetBasic This flowcode operation updates an asset of class 'AssetSoftware'.

AssetsComputer

The following operations are defined for the 'AssetsComputer' entity.

Operation Description
addAssetComputer This flowcode operation creates an asset of class 'AssetComputer'.
updateAssetComputer This flowcode operation updates an asset of class 'AssetComputer'.

AssetsComputerPeripheral

The following operations are defined for the 'AssetsComputerPeripheral' entity.

Operation Description
addAssetComputerPeripheral This flowcode operation creates an asset of class 'AssetComputerPeripheral'.
updateAssetComputerPeripheral This flowcode operation updates an asset of class 'AssetComputerPeripheral'.

AssetsLinks

There are no operations or events defined for the 'AssetsLinks' entity.

AssetsMobileDevice

The following operations are defined for the 'AssetsMobileDevice' entity.

Operation Description
addAssetMobileDevice This flowcode operation creates an asset of class 'AssetMobileDevice'.
updateAssetMobileDevice This flowcode operation updates an asset of class 'AssetMobileDevice'.

AssetsNetworkDevice

The following operations are defined for the 'AssetsNetworkDevice' entity.

Operation Description
addAssetNetworkDevice This flowcode operation creates an asset of class 'AssetNetworkDevice'.
updateAssetNetworkDevice This flowcode operation updates an asset of class 'AssetNetworkDevice'.

AssetsPrinter

The following operations are defined for the 'AssetsPrinter' entity.

Operation Description
addAssetPrinter This flowcode operation creates an asset of class 'AssetPrinter'.
updateAssetPrinter This flowcode operation updates an asset of class 'AssetPrinter'.

AssetsSoftware

The following operations are defined for the 'AssetsSoftware' entity.

Operation Description
addAssetSoftware This flowcode operation creates an asset of class 'AssetSoftware'.
updateAssetSoftware This flowcode operation updates an asset of class 'AssetSoftware'.

AssetsTelecoms

The following operations are defined for the 'AssetsTelecoms' entity.

Operation Description
addAssetTelecoms This flowcode operation creates an asset of class 'AssetTelecoms'.
updateAssetTelecoms This flowcode operation updates an asset of class 'AssetTelecoms'.

AssetsTypes

The following operations are defined for the 'AssetsTypes' entity.

Operation Description
addType This flowcode operation adds a new asset type. If an asset type with same name in the same class already exists then return an error message.
deleteType This flowcode operation deletes an asset type. If there are assets or requests currently associated with the asset type then teh system will not be able to delete it.
getImageInfo This flowcode load the info related to the asset image. If the asset has no image then return the info for the relevant asset type
getTableMetaData This flowcode operation returns a list of common and extended detail asset properties.
updateType This flowcode operation updates an existing asset type. If an asset type with same name in the same class already exists then return an error message.

AssetSubstate

The following operations are defined for the 'AssetSubstate' entity.

Operation Description
createAssetSubstate Create an Asset Substate
deleteAssetSubstate Delete a Product
getSubstatesMap This flowcode return the asset substates gruped by stateID
updateAssetSubstate Update the information for a substate

Attachment

The following operations are defined for the 'Attachment' entity.

Operation Description
addAttachmentToEntity Add an attachment to an entity
removeAttachmentFromEntity Remove an attachment from an entity

BoardCards

The following operations are defined for the 'BoardCards' entity.

Operation Description
moveCard This operation allows you to move a card to a new position within a list, or a position in another list, on a board
smAddCard FlowCode that will add a comment to the top of the board list.
smAddCommentCard FlowCode that will add a comment to the top of the board list.
smArchiveCard Archive a card from a board
smEditCommentCard FlowCode that will add a comment to the top of the board list.
smMoveCard Move cards on a board

BoardMembers

The following operations are defined for the 'BoardMembers' entity.

Operation Description
browse This returns a set of records
create This associates an entity to a board
delete This will remove the board member record
update This will update the membership record with new can modify value

Boards

The following operations are defined for the 'Boards' entity.

Operation Description
addBoardComment This operation allows you to add a comment onto a board
addBoardRequest This operation allows you to add a request onto a board
addCardToBoard This flowcode is responsible for adding either single or multiple Requests to a specific Board. It handles the addition, un-archiving and the detection of cards assigned to a particular board.
removeCardFromBoard This flowcode is responsible is responisble for deleting (archiving) a particular card in a board
smAddListToBoard This flowcode is responsible for adding a new List to a specific Board
smBoardLogs Flowcode to get the total count of board card logs and display boards logs in sets of 10
smDeleteList This flowcode is responsible for deleting a specific List from a specific Board
smEditList This flowcode is responsible for editing the List of a specified Board
smGetBoardItems This flowcode is responsible for getting all the Board Data items for the currently selected Board
smGetUserBoards This flowcode returns the list of boards, and whether the user has right to edit

The following BPM operations are defined for the 'Boards' entity.

Operation Description
addToBoardComment This flowcode adds a comment to a board. If a list name is provided, the comment will be added to that list on the specified board. If no list name or an invalid list name is provided, the comment will be added to the first list on the specified board.
addToBoardRequest This flowcode adds a request to a board. If a list name is provided, the request will be added to that list on the specified board. If no list name or an invalid list name is provided, the request will be added to the first list on the specified board. If a request is already on the specified board and no list/an invalid list is provided, no action will take place.
removeFromBoardRequest This operation removes a Request (Card) from a specified Board.

Bookmark

There are no operations or events defined for the 'Bookmark' entity.

BookmarkCategory

There are no operations or events defined for the 'BookmarkCategory' entity.

BookmarkHistory

There are no operations or events defined for the 'BookmarkHistory' entity.

Catalogs

The following operations are defined for the 'Catalogs' entity.

Operation Description
getCatalogs This operation returns the Catalogs against a particular Service.
getCurrentProgressiveCapture This flowcode is repsonsible for getting the current Progressive Capture data
reorderCatalogs This flowcode is responsible for re-arranging the Catalogs according to their specified Request Type

ChangeRequests

The following operations are defined for the 'ChangeRequests' entity.

Operation Description
logChangeRequest This flowcode operation logs a Change Request using the provided parameters. Firstly it calls the component flowcode operation logRequest to actually log the change before updating the record with any extended table details. Finally it spawns a bpm process if a service id has been provided.
schedule Schedule a Change Request
unSchedule Operation to unschedule the Change request

The following BPM operations are defined for the 'ChangeRequests' entity.

Operation Description
addSchedule This flowcode operation adds the specified change request to the change calendar
removeSchedule This flowcode operation removes the specified change request from the change calendar
suspendSchedule This flowcode operation suspends the bpm instance and waits for the request to be schduled before being allowed to continue.
updateChangeType This flowcode operation sets the change type of the request

Charts

The following operations are defined for the 'Charts' entity.

Operation Description
smReorderCharts Re-order your Service Manager dashboard charts

Colleagues

The following operations are defined for the 'Colleagues' entity.

Operation Description
getColleagueManager Get the manager of a colleague

Contact

The following operations are defined for the 'Contact' entity.

Operation Description
GetContainerId Get the container id (Organisation) for the specified contact.
addContact DEPRECATED (use addContactNew)
addContact3 For internal use only - Add a New Contact This version 3 uses Organisation instead of container but still updates the containers data structure
addContactNew For internal use only - Add a New Contact
archiveContact For internal use only - This flowcode is responsible for accepting one or more contactIds and changing their status from active to archived
changeOrg For internal use only - Change the Contact's Organisation
guestUpdateProfile This flowcode allows an authorised guest to update only there own contact record
removeOrg For internal use only - Remove the Contact's Organisation
sendSystemNotification Send notification to user
unarchiveContact Updates the status of teh contact to be Active. Note that if the contact had access to the portal, this will not enable back to that state.
updateContact DEPRECATED (Use updateContactNew)
updateContact3 For internal use only - Update Contact
updateContactNew DEPRECATED - Use updateContact3 or changeOrg instead - For internal use only - Update Contact

Contact_extra

There are no operations or events defined for the 'Contact_extra' entity.

Contact_notes

There are no operations or events defined for the 'Contact_notes' entity.

ContactAccess

There are no operations or events defined for the 'ContactAccess' entity.

ContactOrgRequests

The following operations are defined for the 'ContactOrgRequests' entity.

Operation Description
changeCancelRequestSetting Create or change the cancellation request permission for Contacts
changeOrgRequestSetting Create a connection record

Container

The following operations are defined for the 'Container' entity.

Operation Description
addChild For internal use only
addContainer This is the description text for this flowcode operation
getChildren This is the description text for this flowcode operation
getChildrenCount This is the description text for this flowcode operation
getContainer For internal use only
getRelatedContainers This is the description text for this flowcode operation
removeChild This is the description text for this flowcode operation
removeContainer This is the description text for this flowcode operation
removePermission This is the description text for this flowcode operation
setPermission This is the description text for this flowcode operation
updateContainer This is the description text for this flowcode operation

ContainerPermissions

There are no operations or events defined for the 'ContainerPermissions' entity.

ContainerType

There are no operations or events defined for the 'ContainerType' entity.

Country

There are no operations or events defined for the 'Country' entity.

CustomList

There are no operations or events defined for the 'CustomList' entity.

EntityAttachments

The following operations are defined for the 'EntityAttachments' entity.

Operation Description
attachFile Attach a file to the EntityAttachments
removeAttachment Remove an attachment from the case
updateDescription Update description of attachments

Faqs

The following operations are defined for the 'Faqs' entity.

Operation Description
deleteFaq This flowcode is responsible for deleting either a particular FAQ translation of a particular FAQ or the entire FAQ and all its translations
getFaqs This operation returns the Faqs that belong to a Service.
updateFaqViewCount This flowcode is responsible for updating the particular FAQ View Count

FaqsFeedback

The following operations are defined for the 'FaqsFeedback' entity.

Operation Description
faqFeedback This flowcode is responsible for updating a particular FAQs feedback i.e. Liking, Disliking or removing your Feedback

Favorite

There are no operations or events defined for the 'Favorite' entity.

GenericFilter

The following operations are defined for the 'GenericFilter' entity.

Operation Description
smDeleteFilter Delete a View
smGetCustomFilters Get a list of Views for a user

Groups

There are no operations or events defined for the 'Groups' entity.

Impact

There are no operations or events defined for the 'Impact' entity.

Incidents

The following operations are defined for the 'Incidents' entity.

Operation Description
logIncident This flowcode operation logs an Incident using the provided parameters. Firstly it calls the component flowcode operation logRequest to actually log the incident before updating the record with any extended table details. Finally it spawns a bpm process if a service id has been provided.
selfserviceLogIncident This flowcode operation logs an Incident using the provided parameters. Firstly it calls the component flowcode operation logRequest to actually log the incident before updating the record with any extended table details. Finally it spawns a bpm process if a service id has been provided.

KnownErrors

The following operations are defined for the 'KnownErrors' entity.

Operation Description
logKnownError This flowcode operation logs a Known Error using the provided parameters. Firstly it calls the component flowcode operation logRequest to log the incident before updating the record with any extended table details. Finally it spawns a bpm process if a service id has been provided.

Location

There are no operations or events defined for the 'Location' entity.

MessageClientTemplate

The following operations are defined for the 'MessageClientTemplate' entity.

Operation Description
add Add Template
delete Delete a template includding shared records
get Returns a template based on an ID
update Update Template

MessageClientTemplateShare

The following operations are defined for the 'MessageClientTemplateShare' entity.

Operation Description
add Add Shares to the template
addOrUpdate Adds or Updates a sharing to a template. This asumes the sharing is one only for each template. Will replace if exists and if is "personal" it will remove the sharing record

OrganizationContacts

There are no operations or events defined for the 'OrganizationContacts' entity.

Organizations

The following operations are defined for the 'Organizations' entity.

Operation Description
addToTimeline Add to Org Timeline
archive For internal use only - Archive an Organisation. If it has an activity stream, will post to the timeline.
unArchive For internal use only - UnArchive an Organisation. If it has an activity stream, will post to the timeline.

Priority

The following operations are defined for the 'Priority' entity.

Operation Description
addPriority This operation adds a new Priority record.
calculatePriorityFromMatrix This flowcode uses the supplied Impact and Urgency parameters to calculate the Priority based on the Priority Matrix.
deletePriority This operation will delete a Priority record along with it's related records such as Timers.
movePriority Re-order priorities
smGetPriorityMatrix This FlowCode allows you to fetch the following data all at once: 1. List if items from the simple list called "impactList" 2. List if items from the simple list called "urgencyList" 3. The configured matrix values
smMovePriority This flowcode operation updates the Priority order numbers of priorities in the system when they have been moved or re-ordered

PriorityTimerEvents

There are no operations or events defined for the 'PriorityTimerEvents' entity.

PriorityTimers

The following operations are defined for the 'PriorityTimers' entity.

Operation Description
addTimer Create a Timer associated to a priority

Problems

The following operations are defined for the 'Problems' entity.

Operation Description
logProblem This flowcode operation logs a Problem using the provided parameters. Firstly it calls the component flowcode operation logRequest to actually log the problem before updating the record with any extended table details. Finally it spawns a bpm process if a service id has been provided.

ProCapCustomQuestion

The following operations are defined for the 'ProCapCustomQuestion' entity.

Operation Description
add_json Add progressive capture custom questions with answers

Products

The following operations are defined for the 'Products' entity.

Operation Description
addProduct Create a Product
deleteProduct Delete a Product
updateProduct Update the information for a Product

ProfileConnections

There are no operations or events defined for the 'ProfileConnections' entity.

ProfileContacts

There are no operations or events defined for the 'ProfileContacts' entity.

ProfileContactTypes

There are no operations or events defined for the 'ProfileContactTypes' entity.

Profiles

There are no operations or events defined for the 'Profiles' entity.

ProfileStatus

There are no operations or events defined for the 'ProfileStatus' entity.

ProgressiveCapture

The following operations are defined for the 'ProgressiveCapture' entity.

Operation Description
getAssetSites This flowcode operation gets details of all sites that are associatd to the specified asset(s) based on the search criteria provided.
getCustomerSite This flowcode operation gets details of the specified customer's site.
getSites This flowcode operation gets details of all sites based on the search criteria provided.
getUserCompanySites This flowcode operation gets details of all sites for all companies for the specified user based on the search criteria provided.

PublishedRequests

The following operations are defined for the 'PublishedRequests' entity.

Operation Description
getPublishedRequests This flowcode is responsible for getting all the Published Problem / Known Error Issues in the Portals and checking to see if the current user has added themselves against the request as being impacted by the issue
retirePublishedRequest This flowcode is responsible for setting the status of a Published Request to 'draft' when a request is either cancelled or closed
updatePublishedRequestWorkaround This flowcode is responsible for updating the Published Request's workaround when the workaround is either edited or deleted

Questions

There are no operations or events defined for the 'Questions' entity.

RelatedContainer

There are no operations or events defined for the 'RelatedContainer' entity.

RelatedRequests

There are no operations or events defined for the 'RelatedRequests' entity.

RelationshipEntities

The following operations are defined for the 'RelationshipEntities' entity.

Operation Description
add This flowcode link one entity to a number of other entities by using the relationship link passed in input
delete This flowcode link one entity to a number of other entities by using the relationship link passed in input
deleteEntity Delete a single entity from the table RelationshipEntities
update This flowcode link one entity to a number of other entities by using the relationship link passed in input
updateTimeline This flowcode update an entity timeline. At the moment only Requests and Asset are supported.

RelationshipLinks

The following operations are defined for the 'RelationshipLinks' entity.

Operation Description
add This operation creates a Relationship Link. A Relationship Link consists of two Relationship Types.
delete This operation deletes a Relationship Link, if it is not in use by one or more Relationship Entities.
deleteAll This operation deletes one or more Relationship Link.
update This operation updates an existing Relationship Link.

RelationshipTypes

The following operations are defined for the 'RelationshipTypes' entity.

Operation Description
delete This operation deletes a Relationship Type, if it is not in use by one or more Relationship Links.

Releases

The following operations are defined for the 'Releases' entity.

Operation Description
logRelease This flowcode operation logs a Release using the provided parameters. Firstly it calls the component flowcode operation logRequest to actually log the release before updating the record with any extended table details. Finally it spawns a bpm process if a service id has been provided.
schedule Schedule a Release
unSchedule Operation to unschedule the Release

The following BPM operations are defined for the 'Releases' entity.

Operation Description
addSchedule This flowcode operation adds the specified Release to the change calendar
removeSchedule This flowcode operation removes the specified Release from the change calendar
suspendSchedule This flowcode operation suspends the bpm instance and waits for the request to be schduled before being allowed to continue.
updateReleaseType This flowcode operation sets the release type of the request

ReportCategories

The following operations are defined for the 'ReportCategories' entity.

Operation Description
getReportCategories This flowcode operation gets details of all report categories.
getReportCategory This flowcode operation gets details of the specified report category along with details of all reports that match the search criteria within that category.

ReportFavourites

The following operations are defined for the 'ReportFavourites' entity.

Operation Description
favouriteReport This flowcode operation favourites the specified report for the user invoking the action.
getFavouriteReports This flowcode operation gets details of the user's favourite reports, based on the search criteria provided.
unfavouriteReport This flowcode operation unfavourites the specified report for the user invoking the action.

ReportHistory

The following operations are defined for the 'ReportHistory' entity.

Operation Description
add This flowcode adds a record in the history table for reports (h_sm_reports_history)

ReportInstances

The following operations are defined for the 'ReportInstances' entity.

Operation Description
getReportInstances This flowcode operation gets details of the user's report instances, based on the search criteria provided.

Reports

The following operations are defined for the 'Reports' entity.

Operation Description
getRecentReports This flowcode operation gets details of the most recently run reports, based on the search criteria provided.
getReport This flowcode operation gets details of the specified report.

RequestApprovers

The following operations are defined for the 'RequestApprovers' entity.

Operation Description
update This operation can be used to update a Request's Approvers record. This includes removing, adding or confirming an Authorisers List.

RequestAssessments

The following operations are defined for the 'RequestAssessments' entity.

Operation Description
create This operation creates an empty request assessment (e.g. an impact assessment) record ready for completion
update This operation updates a request assessment (e.g. an impact assessment) record with the answers and outcome of the assessment

RequestAttachments

The following operations are defined for the 'RequestAttachments' entity.

Operation Description
add Takes a JSON string of attachments that already exist on the server and apply these to a request

RequestBPMEvt

The following operations are defined for the 'RequestBPMEvt' entity.

Operation Description
addEvent Add a BPM event to a request

RequestConnections

The following operations are defined for the 'RequestConnections' entity.

Operation Description
addConnection This flowcode operation adds a new request connection.
addConnections This operation add one or more Connections to a Request.
removeConnection The flowcode operation removes a request connection.

The following BPM operations are defined for the 'RequestConnections' entity.

Operation Description
addConnection This flowcode operation adds a connection to the specified request.
emailConnections This flowcode operation sends an email to the specified request connections.
removeAllConnections This flowcode operation removes all current request connections for the speciifed request.
removeConnection This flowcode operation removes a connection from the specified request.

RequestFeedback

The following operations are defined for the 'RequestFeedback' entity.

Operation Description
addFeedbackTimer This will create a timer. If the timer already exists, it will return the ID of the existing timer
deleteFeedbackTimer This flowcode for delete feedback timer
timerEventFeedbackExpired This flowcode used for global timer event (OnTimerEvent)

RequestHistoricEmail

There are no operations or events defined for the 'RequestHistoricEmail' entity.

RequestHistoricUpdateAttachments

There are no operations or events defined for the 'RequestHistoricUpdateAttachments' entity.

RequestHistoricUpdates

There are no operations or events defined for the 'RequestHistoricUpdates' entity.

RequestMembers

The following operations are defined for the 'RequestMembers' entity.

Operation Description
addRequestMember This operation allows adding colleagues as members of a Request.
removeRequestMember This flowcode adds colleagues as collaborative members of a request

The following BPM operations are defined for the 'RequestMembers' entity.

Operation Description
memberAddReqMember This flowcode operation adds a member to the specified request
memberRemoveReqMember This flowcode operation removes a member from the specified request

Requests

The following operations are defined for the 'Requests' entity.

Operation Description
BPMEventProcess This operation processes a BPM event, which signals the closing of a request.
SLMEventProcess This flowcode is called from a request timer escalation event to determine which escalation actions need to be performed (email/assignment/priority increase etc) and call the appropriate flowcodes to perform each of those actions
SLMEventProcessAssign Called from the SLMEventProcess flowcode, this flowcode will assign a request to the specified group and/or analyst and return the assignment description which can be used for timeline entries
SLMEventProcessBoard Called from the SLMEventProcess flowcode, this flowcode will assign a request to the specified group and/or analyst and return the assignment description which can be used for timeline entries
SLMEventProcessEmail Called from the SLMEventProcess flowcode, this flowcode will email notification of the request escalation to the appropriate request owner/manager and return a description of those emailed which can be used for timeline entries
SLMEventProcessPriority This flowcode handles the increase of request priority as called from priority events
addAssetType This operation links an Asset Type to an existing Request.
addQuestions This operation allows you to add questations
addRequestFeedback Add customer feedback for reqeust
allowTaskCompletion This operation determines if a User is allowed to action on a Task. This will be used by 'OnAllowTaskActionOverride' Entity system event.
applyEmail This flowcode operation applies an email's contents to a request's timeline. If content is supplied, that is used. If only the emailId is supplied, then there will be a lookup to get the email's contents, including any email attachments.
assign This operation assigns a Request to a team or a team member.
assignNotification This operation sends a notification to member(s) of a team when a Request is assigned.
attachFileFromServer This attaches a file from the server to a request
attachFileFromSession Attach a file from the current session
cancelRequest This operation cancels a Request.
changeCustomer This operation updates the Customer section against a request.
closeRequest This operation updates the status of a Request to closed.
createCallBack This flowcode operation creates a callback on a scheduled date and time for a Request, where required.
emailRequestResolution Send the request resolution by email
escalateRequest This operation escalates a Request with a new Priority.
getVisibilityLevel This flowcode operation checks the logged in user's status (guest/owner/team member/request member/follower/customer/public) against a specific request and returns the corresponding system visibility.
guestAttachFile Allow a trusted guest to attach a file to a request
guestAttachFileFromSession This flowcode operation attaches a file to a request from a guest session.
guestCanViewRequest This flowcode operation determines a guest's rights to view and edit a request.
guestFollowTimeline Allow a trusted guest to follow a timeline
guestGetFileAttachmentInfo Allow trusted guests to get the info of an attachment
guestGetTimelineAccessToken This flowcode operation gets the request access token for the specified request.
guestLogRequest This Flowcode logs a Request on behalf of a guest contact using the provided parameters. It updates the Request Timeline and spawns a BPM Process if a Service ID is provided.
holdRequest This flowcode places a request On Hold and pause any Timers that are associated.
holdRequestTimer Pause the Request timer(s)
linkRequests This flowcode is invoked when a user create a new request from an existing request, or when he links an existing request to another existing request. In both cases, the flowcode links the two requests. If the user creates a new request (child request) from an existing one (parent request), then the parent request timeline is updated. If the user link an existing request (child request) to another existing request (parent request), then both the child timeline and the parent timeline are updated.
logRequest This flowcode operation is a component operation for the following flowcodes: logIncident, logServiceRequest, logProblem, logRelease and logChangeRequest. It handles all of the common components for logging any type of request by evaluating optional progressive capture forms such as team, category and priority before logging the request. Once the request is logged it assoicates any members (if required) and also links the new request to additional requests (again if required).
logRequestBPM This flowcode operation spawns a Bpm Process using the supplied Request and Service Id's.
lookupCustomerEmail Lookup the email of a customer
markFix Mark the Resolution/Fix timer
markResponse Mark the response timer
markTimerMissed This marks a request as having missed its timer
rejectFeedback This updates the request removing the feedback
removeTimers This flowcode script will remove the timers - including system timers - associated with a request
reopenRequest This flowcode will attempt to reopen the request, checking whether it is currently resolved/closed first, increasing the reopen count and updating the request
resolveLinkedRequest This operation provides configurable options to resolve Linked Requests in a Request.
resolveRequest This flowcode will attempt to resolve the request, checking whether activities need to be resolved first, marking fix times, and attempting to resume the BPM
selfserviceAttachFileFromSession This flowcode operation attaches a file to a request.
selfserviceCancelRequest This operation updates the status of a Service Request to Cancelled for a selfservice user, and cancels any associated workflow and activities.
selfserviceCheckRequestVisibleToUser This operation checks if a Portal user can view the details of a Request.
selfserviceCloseRequest This operation updates the status of a Request to closed for a selfservice user.
selfserviceGetAttachmentInfo This operation provides you with information on a file attachment that is associated to a Request. This operation is only for the Portals.
selfserviceGetTimelineAccessToken This flowcode operation gets the request access token for the specified request.
selfserviceLogRequest This flowcode operation logs an Incident using the provided parameters. Firstly it calls the component flowcode operation logRequest to actually log the incident before updating the record with any extended table details. Finally it spawns a bpm process if a service id has been provided.
selfserviceMarkUnread This operation marks a Request as unread for Self Service users.
selfserviceReopenRequest This flowcode will attempt to reopen the request, checking whether it is currently resolved/closed first, increasing the reopen count and updating the request
selfserviceRequestLastModified This flowcode is responsible for updating the last modified date for a specific request
selfserviceSmGetAssetTypes This flowcode operation gets the linked asset types for a specified request.
selfserviceSmGetAssets This flowcode operation gets the linked attachments for a specified request.
selfserviceSmGetAttachments This flowcode operation gets the linked attachments for a specified request.
selfserviceSmGetDetails This flowcode operation gets the request details and all related request details for a specified request.
selfserviceSmGetReqDetails This flowcode operation gets the request details and all related request details for a specified request.
selfserviceSmUpdateStatus This flowcode is used to update the request status from a customer update
selfserviceUpdateTimeline Posts to the activity stream
sendMessage This is a defunct email flowcode - smSendMessage should be used.
setupRequestStageExpiry This operation prepares the expiry of a BPM stage for a given period of time.
smGetAssetTypes This flowcode operation gets the linked asset types for a specified request.
smGetAssets This flowcode operation gets the linked attachments for a specified request.
smGetAttachments This flowcode operation gets the linked attachments for a specified request.
smGetDetails This flowcode operation gets the request details and all related request details for a specified request.
smGetFullActivityStream This flowcode operation gets the activity stream for a specified request.
smGetLinkedReq This flowcode operation gets the linked request details for a specified request.
smGetReqDetails This flowcode operation gets the request details and all related request details for a specified request.
smGetReqEntitiesOwners This operation returns the owners of a Request's entities. These entities include Request's Service owner, Linked Services owners and Linked Assets Owners where available.
smGetRequests Returns the total request count matching the supplied filter criteria and a limited number of request results
smNotification This flowcode operation determines any service manager notifications to be sent.
smNotificationAssignment This flowcode operation notifies the owner of the request that the request has been assigned to them via both Hornbill and email notifications.
smNotificationAssignmentTeam This flowcode operation notifies the team members of the team that the request has been assigned to via both Hornbill and email notifications.
smNotificationAutoresponder This flowcode operation notifies the owner of the request that a new request has been logged or an existing request has been updated by email via both Hornbill and email notifications.
smNotificationAutoresponderTeam This flowcode operation notifies the team members of the team that is assigned to the request that a new request has been logged or an existing request has been updated by email via both Hornbill and email notifications.
smNotificationCancel This flowcode operation notifies the owner of the request that the request has been cancelled, via both Hornbill and email notifications.
smNotificationCancelTeam This flowcode operation notifies the team members of the team that a request has been cancelled via both Hornbill and email notifications.
smNotificationCustomerPortalUpdate This flowcode operation notifies the owner of the request that the request has been updated by its customer via both Hornbill and email notifications.
smNotificationCustomerPortalUpdateTeam This flowcode operation notifies the team members of the team that the request has been assigned to that the request has been updated by its customer via both Hornbill and email notifications.
smNotificationLinkedReqResolveAction This operation can send a User App Notification and an Email Notification to the owner of a request, to inform that a request has been resolved or closed.
smNotificationLinkedReqResolveActionTeam This operation can send a User App Notification and an Email Notification to the team that a request belongs to, to inform that a request has been resolved or closed.
smNotificationMembersAdded This flowcode operation notifies the owner of the request that the request has had a new member(s) added, or the team members of the team that the request has been assigned to that the request has had a new member(s) added via both Hornbill and email notifications.
smNotificationMembersAddedRecipient This flowcode operation notifies the new request members that they have been added as a member to the request via both Hornbill and email notifications.
smNotificationMembersAddedTeam This flowcode operation notifies the owner of the request that the request has had a new member(s) added, or the team members of the team that the request has been assigned to that the request has had a new member(s) added via both Hornbill and email notifications.
smNotificationSendEmail This flowcode operation sends an email notification to the specified recipient.
smNotificationSendEmailDirect This flowcode operation sends an email notification to the specified recipient.
smNotificationSendHornbillNotification This flowcode operation sends a Hornbill notification to the intended recipient.
smNotificationSubStatusUpdate This flowcode operation notifies the owner of the request that the request sub-status has been updated via both Hornbill and email notifications.
smNotificationSubStatusUpdateTeam This flowcode operation notifies the team members of the team that the request sub-status has been updated via both Hornbill and email notifications.
smNotifyEmailCustomer This flowcode operation sends an email to the customer of a request. It allows you to define the mailbox that the email will be sent from as well as the email template that will be used.
smNotifyTaskAuthoriser This flowcode operation sends an email notification to a task authoriser
smPortalGetServices Get the Services for a user that is using one of the Portals
smReqRefreshEvent This operation is used in BPM operations to send a refresh event for a Request.
smResumeBPM This operation resume the BPM for a request
smSLMEscalateEmailCustomer Send the request resolution by email
smSLMEscalateResolutionTimer This will escalate the resolution timer of a request to the new service levels timer
smSLMEscalateResponseTimer This will escalate the response timer of a request to the new service levels timer
smSLMEscalateServiceLevel This is used to amend the service level for a request
smSLMGetServiceLevel This flowcode processes configured SLM rules for a service and returns the id of the relevant service level to apply to the request
smSLMGetServiceLevelAgreement This flowcode processes configured SLM rules for a service and returns the id of the relevant service level agreement to apply to the request
smSLMGetServiceLevelProcessCondition This flowcode processes the Rule Conditions configured against the chosen service using the data within the request
smSLMGetServiceLevelProcessValue This flowcode processes the value of a Rule Condition configured against the chosen service using the data within the request
smSLMSetServiceLevel Sets the Service Level for a request
smSLMStartResolutionTimer This flowcode creates service based service level resolution timers and escalation events for a given request
smSLMStartResponseTimer This flowcode creates service based service level response timers and escalation events for a given request
smSendMessage This flowcode operation sends an email to the specified primary, cc and bcc recipients from within a request.
smSendSystemNotification This flowcode sends a notification to the intended user
smUpdateReqTimeline DEFUNCT - USE updateReqTimeline
smUpdateStatus This flowcode is used to update the Status of a request and optionally update the Sub-status. You can choose whether to update the timeline, set the visibility of the timeline post and choose to set an indefinite or fixed off-hold time if updating the request status to 'On Hold'
smUpdateSubstatus This flowcode validates and updates a request sub-status
takeFixTimerOffHold Resume a Resolution/Fix timer
takeRequestOffHold This flowcode takes a request off hold, can be called directly or via timer event
takeResponseTimerOffHold Resume a Response timer
update Update the primary and extended fields of a request
updateLinkedRequestsTimeline This operation is used to post into the Timeline of Requests that are linked to a Request.
updateParentReqTimeline This operation posts an update to a Parent Request's Timeline when resolving or closing Linked Requests.
updateReqTimeline This flowcode adds an entry to the specified request's timeline.
updateRequest Thisn operation is ran when a Request is updated by a team member. Information such as action, source and details of the update are stored.
updateResolutionDetails This operation updated the Resolution Details of a Request
updateTimeline DEFUNCT - USE updateReqTimeline

The following BPM operations are defined for the 'Requests' entity.

Operation Description
assignServiceTeam This flowcode operation assigns the team that supports the provided service to the request. If more than one team supports the service it will assign it to the team who has supported the service for the longest period of time.
assignTeam This flowcode operation assigns a team to the request.
assignTeamOwner This flowcode operation assigns a team and owner to the request.
assignTeamOwnerCapacity This flowcode operation assigns a team and owner to the request. The owner is the member of the team with the least amount of open calls assigned to them from the specified team.
assignTeamOwnerCreator This flowcode operation assigns a team to the request and sets the owner to be the user who created the request.
assignTeamOwnerRoundRobin This flowcode operation assigns a team and owner to the request. The owner is the member of the team who was assigned a request (for the specified team) the longest time ago. This operation also takes into account the availability of each team member and they are only considered for assignment if they are marked as available.
assignTeamOwnerVariable This flowcode operation assigns a team and owner to the request.
authoriseReqApproved This flowcode operation marks a request as being approved after an authorisation decision.
authoriseReqRejected This flowcode operation marks a request as being rejected after an authorisation decision.
collaboratePostCommentToExistingActivity This flowcode operation posts a comment to an existing post that has been made by the business process engine from the specified request against the provided workspace. If more than one post has been made the most recent post will be commented on.
collaboratePostCommentToSourcePost This flowcode operation adds a comment to the post the request was originally raised from.
collaboratePostToPublicWorkspace This flowcode operation posts to a public workspace.
getCustomerInformation This flowcode operation gets details of the of the customer of the request.
getOrgInformation This flowcode operation gets details of the organisation of the customer of the request. If the customer is not associated to an organisation or is not a contact, no information will be returned.
getReqInformation This operation gets details of a request, as well as related customer information.
getReqPcfAnswers This operation returns all the answers to questions in a Request's Progressive Capture flow. The outcome of this operation will be used to provide the options for the Variable Picker feature in the Business Process designer.
getReqQuestions This flowcode operation gets a list of answers to questions that have been asked on the specified form during the logging of the request through progressive capture.
getServiceInformation This flowcode operation gets details of the service of the request. If the request has no service, no information will be returned.
integrationJiraAddCommentToRequest This flowcode operation adds a comment to the Jira request in the specified Jira system.
integrationJiraCreateRequest This flowcode operation creates a request in the specified Jira system.
linkedReqResolveLinkedRequests This BPM operation provides configurable options to resolve or close Linked Requests in a Request.
linkedReqUpdateLinkedRequests This flowcode operation updates requests that are linked to the specified request.
lockActions For each action on the request details page (update, link, callback, board, etc), we want to specify if the action is locked or not. If an action is locked, then the user cannot perform any operation on it; for example, if the action "resolve" is locked (the admin may want to lock this action because the request has not been assigned yet), then the user cannot resolve the request. In this flowcode we want to build an object like this: { "update" : { "locked":true }, "callback" : { "locked":true }, "attach" : { "locked":false }, "link" : { "locked":true }, "linkedservices" : { "locked":true }, ... } where we specify the lock status for each action. This info will be saved in the column h_actions_control in h_itsm_requests. This script takes in account that the same object might be used elsewhere in the app (not only through a BPM process) to define other properties of an action. For example, if the current object stored in the database has "update": {"someProperty": "a value"} then this script will add/update only the property "locked" for this action, resulting in: "update": {"someProperty": "a value", "locked":true}
lockRequestDetails This operation provides the ability to lock a Request's Details section.
logRequestIncident This flowcode operation logs a new incident.
logRequestServiceRequest This flowcode operation logs a new service request.
notifyEmailCoWorker This flowcode operation sends an email to the specified Co-Worker. It allows you to define the mailbox that the email will be sent from as well as the email template that will be used.
notifyEmailContact This flowcode operation sends an email to the specified Contact, using the contact's primary email address only. It allows you to define the mailbox that the email will be sent from as well as the email template that will be used.
notifyEmailCustomer This flowcode operation sends an email to the customer of the request. It allows you to define the mailbox that the email will be sent from as well as the email template that will be used.
notifyEmailCustomersManager This flowcode operation sends an email to the manager of the customer of the request. It allows you to define the mailbox that the email will be sent from as well as the email template that will be used.
notifyEmailExternalAddress This flowcode operation sends an email to the specified external address. It allows you to define the mailbox that the email will be sent from as well as the email template that will be used.
notifyEmailRequestOwner This flowcode operation sends an email to the owner of the request. It allows you to define the mailbox that the email will be sent from as well as the email template that will be used.
reqServiceUpdateServiceStatus This flowcode operation updates the status of the service of the request.
suspendApprovers This operation suspends a Business Process until authorisers for a Request are submitted and confirmed. This operation allows a BPM designer to configure options that relate to authorisers.
suspendClosure This flowcode operation suspends the bpm instance and waits for the request to be closed before being allowed to continue.
suspendClosureCategory This flowcode operation suspends the bpm instance and waits for the request to be assigned a request closure cateogry before being allowed to continue.
suspendCustomer This flowcode operation suspends the bpm instance and waits for the request to be assigned a customer before being allowed to continue.
suspendDescription This flowcode operation suspends the bpm instance and waits for the request to be assigned a description before being allowed to continue.
suspendExternalReference This flowcode operation suspends the bpm instance and waits for the request to be assigned an external reference before being allowed to continue.
suspendImpactAssessment This flowcode operation suspends the bpm instance and waits for the request to be assigned an owner before being allowed to continue.
suspendLinkedServices This flowcode operation suspends the bpm instance and waits for the request to be linked to one or more services before being allowed to continue.
suspendNewOwner This flowcode operation suspends the bpm instance and waits for the request to be assigned to a new owner before being allowed to continue. If the request has not previosuly been assigned, it will allow the business brocess to continue once an owner has been assigned to the request.
suspendOffHold This flowcode operation suspends the bpm instance and waits for the request to be taken off hold before being allowed to continue.
suspendOwner This flowcode operation suspends the bpm instance and waits for the request to be assigned an owner before being allowed to continue.
suspendPriority This flowcode operation suspends the bpm instance and waits for the request to be assigned a priority before being allowed to continue.
suspendRequestCategory This flowcode operation suspends the bpm instance and waits for the request to be assigned a request cateogry before being allowed to continue.
suspendResolution This flowcode operation suspends the bpm instance and waits for the request to be resolved before being allowed to continue.
suspendSite This flowcode operation suspends the bpm instance and waits for the request to be assigned a site before being allowed to continue.
suspendStatus This flowcode operation suspends the bpm instance and waits for the request status to be changed before being allowed to continue.
suspendSummary This flowcode operation suspends the bpm instance and waits for the request to be assigned a summary before being allowed to continue.
suspendTeam This flowcode operation suspends the bpm instance and waits for the request to be assigned a team before being allowed to continue.
suspendUpdate This flowcode operation suspends the bpm instance and waits for the request to be assigned an update before being allowed to continue.
unlockRequestDetails This operation provides the ability to unlock a Request's Details section.
updateReqCategory This flowcode operation sets the logging category of the request
updateReqClosureCategory This flowcode operation sets the closure category of the request
updateReqCustomFields This operation allows a User to update the Custom Fields a Request.
updateReqDetails This flowcode operation sets the summary and description of the request
updateReqExternalReference This flowcode operation sets the external reference of the request
updateReqHoldStatus This BPM Operation can be used to change the status of a Request to On Hold by providing a Period.
updateReqImpactAssessment This flowcode operation sets the Impact Assessment of the request
updateReqPriority This flowcode operation sets the priority of the request
updateReqResolutionText This operation allows a User to provide a Resolution Text for a Request.
updateReqServiceLevel This will calculate the Service Level for the request
updateReqSite This flowcode operation sets the site of the request
updateReqSiteCustomer This flowcode operation sets the site of the request. The site will be the site of the customer of the request (if they have one).
updateReqSource This flowcode operation sets the source of the request
updateReqStatus This flowcode operation sets the status of the request
updateReqTimeline This flowcode operation posts an update to the request timeline

The following events are defined for the 'Requests' entity.

Event Description
OnAllowTaskActionOverride Entity system event handler for OnAllowTaskActionOverride
OnGetActivityStreamAccessToken FlowCode Entity Events - Creates a test users - testEntityEventUser and testEntityEventUser1
OnRecordAdded Entity system event handler when new record is added
OnRecordUpdated Entity system event handler when record is updated

RequestsExtended

There are no operations or events defined for the 'RequestsExtended' entity.

RequestSLMArchive

The following operations are defined for the 'RequestSLMArchive' entity.

Operation Description
browse This will return archived service level records for a request
create Create an archive of the Service Level

RequestSLMEvt

The following operations are defined for the 'RequestSLMEvt' entity.

Operation Description
addRequestEvent This flowcode stores the details of SLM events for a given request
createRequestSLMEvents Create SLM Events for a Request
smAddRequestEvent This flowcode stores the details of SLM events for a given request
smCreateEscalationSLMEvents This flowcode creates service based service level events for a request
smCreateRequestSLMEvents This flowcode creates service based service level events for a request

RequestSLMTargets

The following operations are defined for the 'RequestSLMTargets' entity.

Operation Description
create Create a request service level target entry
update Update a request service level target entry

RequestStatusHistory

The following operations are defined for the 'RequestStatusHistory' entity.

Operation Description
addStatusHistory This flowcode operation records details of a request assignment.

RequestTimers

The following operations are defined for the 'RequestTimers' entity.

Operation Description
addRequestTimer This will create a timer. If the timer already exists, it will return the ID of the existing timer
guestAddRequestTimer Allow trusted guests to post to the timeline of a Request

ResponseTimes

There are no operations or events defined for the 'ResponseTimes' entity.

Roles

There are no operations or events defined for the 'Roles' entity.

RoutingRuleTemplates

The following operations are defined for the 'RoutingRuleTemplates' entity.

Operation Description
addRoutingRuleTemplate This operation creates a Routing Rule template.
deleteRoutingRuleTemplate This operation deletes a Routing Rule template.
updateRoutingRuleTemplate This operation updates an existing Routing Rule template.

SearchHistory

The following operations are defined for the 'SearchHistory' entity.

Operation Description
create Log a new entry in the search history
update Update the search term with the service ID

ServiceBulletin

The following operations are defined for the 'ServiceBulletin' entity.

Operation Description
deleteServiceBulletinImage This flowcode is repsonsible for deleting the image against the specified bulletin
getServiceBulletin This flowcode is responsible for getting all the Bulletins against a particular service
reorderServiceBulletinItems This flowcode is responsible for re-arranging the Bulletins relative to their Service

ServiceFeedbackQuestionInputs

The following operations are defined for the 'ServiceFeedbackQuestionInputs' entity.

Operation Description
getFeedbackQuestionInputDetails This flowcode to get feedback question inputs
reorderFeedbackQuestionInputs This flowcode is responsible for re-arranging the Feedback Question Inputs according to their specified Request Type

ServiceFeedbackQuestions

The following operations are defined for the 'ServiceFeedbackQuestions' entity.

Operation Description
getFeedbackQuestionDetails This flowcode to get feedback questions
getFeedbackQuestions Get Feedback Questions
reorderFeedbackQuestions This flowcode is responsible for re-arranging the Feedback Questions according to their specified Request Type

ServiceLevelAgreements

The following operations are defined for the 'ServiceLevelAgreements' entity.

Operation Description
create This flowcode operation creates a new service level agreement
read Get a list of service level agreements
update This flowcode operation updates an existing service level.

ServiceLevelAgreementService

The following operations are defined for the 'ServiceLevelAgreementService' entity.

Operation Description
smAddServiceLevelServiceEntry This flowcode adds 1 or more links between a service level and a service
smDeleteServiceLevelServiceEntry This flowcode makes checks as to where a chosen service level is in use and will remove the service level from the service and make appropriate updates to rules to maintain data integrity
smReorderServiceLevels This flowcode operation updates the service level order numbers in the system when they have been moved or re-ordered for visual purposes

ServiceLevelRules

The following operations are defined for the 'ServiceLevelRules' entity.

Operation Description
create This flowcode creates a service level rule
delete This flowcode deletes a service level rule
read This flowcode returns rules for selecting a service level
update This flowcode updates a service level/service level agreement rule

ServiceLevels

The following operations are defined for the 'ServiceLevels' entity.

Operation Description
smCreateServiceLevel This flowcode operation creates a new service level.
smUpdateServiceLevel This flowcode operation updates an existing service level.

ServiceLevelServiceLevelAgreement

The following operations are defined for the 'ServiceLevelServiceLevelAgreement' entity.

Operation Description
reorder This flowcode operation updates the service level order numbers in the system when they have been moved or re-ordered for visual purposes

ServiceLevelTargetEvents

The following operations are defined for the 'ServiceLevelTargetEvents' entity.

Operation Description
smAddServiceLevelTargetEvent This flowcode adds service level target events
smGetServiceLevelTargetEvents This flowcode gets service level target events for a specific target
smUpdateServiceLevelTargetEvents This flowcode updates service level target events

ServiceLevelTargets

The following operations are defined for the 'ServiceLevelTargets' entity.

Operation Description
smGetServiceLevelTargets This flowcode returns service level targets related to a specfic service level

ServiceRequestConfiguration

There are no operations or events defined for the 'ServiceRequestConfiguration' entity.

ServiceRequestDetails

The following operations are defined for the 'ServiceRequestDetails' entity.

Operation Description
updateServiceRequestForm This flowcode is reponsible for creating / updating the Service Request Details Form record

ServiceRequests

The following operations are defined for the 'ServiceRequests' entity.

Operation Description
logServiceRequest This flowcode operation logs a Service Request using the provided parameters. Firstly it calls the component flowcode operation logRequest to actually log the service request before updating the record with any extended table details. Finally it spawns a bpm process if a service id has been provided.
selfserviceLogServiceRequest This flowcode operation logs a Service Request using the provided parameters. Firstly it calls the component flowcode operation logRequest to actually log the service request before updating the record with any extended table details. Finally it spawns a bpm process if a service id has been provided.

Services

The following operations are defined for the 'Services' entity.

Operation Description
deleteService This will remove the service and any related data
getBpmList This flowcode is responsible for getting a list of all the BPM workflows
getSupportTeamServices This operations provides a list of Services that a Customer is subscribed to and the User's Team(s) supports.
selfserviceGetServices This flowcode is responsible for returning all the Services depending on the currently logged in user and the Portal Mode
smAddSupportTeam This flowcode operation associates a team with an service.
smCreateService This flowcode operation creates a new service.
smCreateService2 This flowcode is responsbile for creating a new translatable service
smDropSupportTeam This flowcode operation removes the relationship between a service and a team.
smOnServiceCreate This flowcode is responsible for creating related service data when a new service has been successfully created
smOnServiceDelete This will remove the service's related data
smSelfServiceGetService This flowcode is responsible for returning all the Service Details regarding the Service Id supplied
smSetStatus Set the status of a Service
smUpdateServicePortalVisibility This flowcode is responsible for updating the Service Portal Visibility value against a specific service and all its respective translations

ServiceStatus

There are no operations or events defined for the 'ServiceStatus' entity.

ServiceSubscriptions

There are no operations or events defined for the 'ServiceSubscriptions' entity.

ServicesUsers

The following operations are defined for the 'ServicesUsers' entity.

Operation Description
Create Create an entity ServicesUsers
Delete Create an entity ServicesUsers
DeleteByRelType This flowcode delete the users associated to the service based on relType. For example, we want to delete the service owner or the service delegates
Update Create an entity ServicesUsers
UpdateUsers This flowcode update the service users (which can be owners or delegates) . It remove the old ones and add the new ones. The new users are passed as list of "user" in the input params, where each user is a json object with properties id and name
getUsersByService Load owner and delegate for a service. We assume that there is max 1 owner and 1 delegate per service, no multiple owners or multiple delegates

ServiceTeams

The following operations are defined for the 'ServiceTeams' entity.

Operation Description
getUserServiceTeams This flowcode operation gets a list of teams that support the services that the user is subscribed to.

SharedViews

The following operations are defined for the 'SharedViews' entity.

Operation Description
getSharedViews This Flowcode is used to get Shared Views for a particular Custom Filter.

Site

There are no operations or events defined for the 'Site' entity.

SLC

There are no operations or events defined for the 'SLC' entity.

Snippet

The following operations are defined for the 'Snippet' entity.

Operation Description
addSnippet Create a Snippet
deleteSnippet Delete a Snipper
updateSnippet Update a Snippet

SnippetShare

There are no operations or events defined for the 'SnippetShare' entity.

Statuses

The following operations are defined for the 'Statuses' entity.

Operation Description
read This flowcode returns sub-status levels which can be filtered by language, service, request type and parent status

Task

The following operations are defined for the 'Task' entity.

Operation Description
AttachFile For internal use only - Attach a file to the task entity
deleteTask For internal use only - Delete a task
getEntityTasks Return tasks assigned to specific entity
getNewTasks For internal use only - Load tasks from notifications
removeFile For internal use only - Remove an attached file

Task_categories

There are no operations or events defined for the 'Task_categories' entity.

Task_notes

There are no operations or events defined for the 'Task_notes' entity.

TaskBoard

The following operations are defined for the 'TaskBoard' entity.

Operation Description
addBoard For internal use only - Create new board
addDefaultBoard For internal use only - Adding default board and defining task lists
getBoard For internal use only - Read board data
getBoardTasks For internal use only - Flowcode return specified board lists with tasks
queryBoards For internal use only - return boards belonging to user (query is taking user from session)
updateBoard For internal use only - Update board data

TaskBoardList

The following operations are defined for the 'TaskBoardList' entity.

Operation Description
addBoardList For internal use only - adding new list to board
deleteBoardList For internal use only - Delete specified list
filterBoardListTasks For internal use only - return filtered tasks, for more secure searching (only tasks that user can see) to filtered data are added from session user id and roles
filterTasks For internal use only - return filtered tasks, will filter from list one by one and return results in same order
getBoardList For internal use only - Return single list row
getBoardListTasks For internal use only - Return list tasks that are assigned manually
getListTasks For internal use only - Loading tasks one by one for all specified input id, checking every list for type (filter or manual) and calling specific query depends on it. At end return json stringified array of lists with tasks.
queryBoardLists For internal use only - return lists belonging to user
updateBoardList For internal use only - Updating board list record
updateListPositions For internal use only - Updating lists position in order of appear in array

TaskBoardListTask

There are no operations or events defined for the 'TaskBoardListTask' entity.

Team

There are no operations or events defined for the 'Team' entity.

TeamAssignment

The following operations are defined for the 'TeamAssignment' entity.

Operation Description
addTeamAssignment This flowcode operation records details of a request assignment.

TeamMemberAssignment

The following operations are defined for the 'TeamMemberAssignment' entity.

Operation Description
insertUpdate This flowcode is responsible for inserting and updating request assignment restrictions for team members

TeamUsers

There are no operations or events defined for the 'TeamUsers' entity.

Templates

The following operations are defined for the 'Templates' entity.

Operation Description
createTemplate Create a Template

Timers

There are no operations or events defined for the 'Timers' entity.

UserAccount

The following operations are defined for the 'UserAccount' entity.

Operation Description
getTeams Flowcode Operation using the supplied Customer User Id to retrieve the user's Container Id and Customer Name

UserEntityList

There are no operations or events defined for the 'UserEntityList' entity.

UserServiceFavourites

The following operations are defined for the 'UserServiceFavourites' entity.

Operation Description
smPortalsAddFavourite This flowcode is responsible for adding a particular Service as the currently logged in User's favourite
smPortalsDeleteFavourite This flowcode is responsible for deleting a particular Service as the currently logged in User's favourite
smPortalsGetFavourites This flowcode is responsible for getting all the Favourite Services related to the currently logged in User

Vendors

The following operations are defined for the 'Vendors' entity.

Operation Description
addVendor Create a Vendor
deleteVendor Delete a Vendor
updateVendor Update information for a Vendor

Versions

The following operations are defined for the 'Versions' entity.

Operation Description
addVersion Create a Version
deleteVersion Delete a Version
updateVersion Update information for a Version

Operations

The following general operations are defined for the 'com.hornbill.servicemanager' application. You can click on each operation to see detailed information about that operation.

Method Source Description
addEveryoneToRole global For internal use only - Add all users to the specified role
addEveryoneToWorkspace global For internal use only - Add all users to the specified workspace
addHistory global For internal use only - Add a historic bookmark for the page visited
addMembersToWorkspace global For internal use only - Add users, groups or members to a specified workspace
adminInitaliseData global Used by the Admin App to get all the initial data need on first lost.
checkAppRightsGranted local This operation determines if a User is granted the right to an Application Right in Service Manager app. If more than one Application Right is supplied, the operation will determine if at least one of the supplied Application Rights are granted.
cnvDurationToSeconds local This flowcode parses a duration value into its components for later manipulation
cnvSecondsToDuration local Converts a value in seconds to the corresponding duration value
convertRichTextToPlainText local Takes rich text and converts it to plaintext
coreInitaliseData global For internal use only - Used by the Core Web App to get all the initial data need on first lost.
devAppCreateAssessmentType local Create the Assessment Types for the requests
devAppCreateImpacts local Create the Impact value for the requests
devAppCreateIndex local Makes sure that the Service Manager index exists
devAppCreateProfiles local This will make sure the profiles have their code stems - REQUEST/CLOSURE
devAppCreateReportingDefaults local Create the Default In-app reporting categories and reports
devAppSimpleLists local Make sure that each simple lists exists
devAppUpdateAssets local Create the Impact value for the requests
devAppUpdateRoles local Used to apply the default and necassary roles for the Service Manager application
getCoWokers global DEPRECATED - please use getCoworkersList
getCoWokersList global DEPRECATED - Please use getCoWorkersList
getCoWorkers global DEPRECATED - please use getCoworker
getCoWorkersList global For internal use only - Get a list of Co-workers
getContacts global DEPRECATED - use get contactsList
getContactsList global For internal use only - Get a list of contacts
getContactsList4 global For internal use only - Get a list of contacts
getContactsListByOrgFilter global For internal use only - Get filtered and paged list of organisations
getEmailList global DEPRECATED - For internal use only - Used to get email list (Paged) and count of emails.
getEmailList2 global For internal use only - Used to get email list (Paged) and count of emails
getEmailUnreadCounter global For internal use only - Returns the unread email counter for all shared mailboxed bellonging to the logged in user
getOrganisations global DEPRECATED - use getOrganisationList
getOrganisationsList global For internal use only - Get filtered and paged list of organisations
getPlaintextEmail local Get an email's context as plaintext. This flowcode will fetch the email and check for a plaintext version first. If this is found, it's parsed to remove any tags found and then returned. If no plaintext is found, the HTML content is parsed and returned.
getPriorityFromMatrix local Get the priroty by checking the impact and urgency against the configured matrix
getRoutingRuleTemplate local This operation gets the configurations of a Routing Rule template.
getSitesList global Get a list of Sites
getSystemSetting local flowcode operation to Get System Setting
getUnreadCountersForPosts global DEPRECATED - For internal use only - Get unread counters for a list of activity Id
getUserBasicNotificationConfig global For internal use only - Returns user event configuration
getUserGuestRecord global This operation returns a customer's details, depending on whether they are a co-worker or a contact.
getUserMemberships global Returns the List of My Roles and Groups as URNs includding the same user URN
getUsersIManage global For internal use only - Returns the List of Users I manage based on Groups
getVisibility local Send the Service Manager terminology and you will get the appropriate activity stream visibility back
guestInitaliseData global Used by the Guest App to get all the initial data need on first lost.
portalsGlobalSearch local This flowcode is responsible for querying the portals and returning the relevant search results
postToTimeline global Make safe post to social object timeline, checking if user is following, if not doing it for him and unfollow.
sendMessage global Send message to specific urn array
shrGetCustomerDetails local This operation returns a customer's details, depending on whether they are a co-worker or a contact.
shrGetTimestamp global This flowcode returns a new calculated timestamp value based on the input parameters provided.
shrGetVisibility local This flowcode converts the supplied ITSM visibility names into System visibilities.
smGetReport local Run an in-app reporting stored query
translateAddLanguage local This Global Flowcode is responsbile for adding a new translation against a currently existing entity
translateCreate local This Global Flowcode is responsbile for create a new unique translation for an entity
translateCreateDefault local This Global Flowcode is responsible for creating the default language version for an entity
translateData local This Global Flowcode is responsbile for translating the provide summary and description data from the source language to the target language using the Google Translate API
translateDelete local This Global Flowcode is responsbile for deleting either speicifc entity's translation or the whole entity and all its children translations
translateGetEntityDetails local The global flowcode is responsible for getting all the relevant entity translation details
translateGetLanguageOptions local This Global Flowcode is responsible for returning all languages the current entity has already been translated in as well as the other remaining languages that are available
translateUpdate local This Global Flowcode is responsible for updating a currently existing entity's translation record
translateUpdateFeature local This flowcode is responsible for updating a translatable entities specific features e.g. Services: h_available (portal visibility). Statuses: h_allow_use_on_auto_update
updateActivityStream global For internal use only - Unified access to the following APIs PostImage AcitvityPostImage ActivityPostMessage PostMessage
updateAppSettings local Migrate app settings from an old value to a new one. Also possible to migrate between apps using this flowcode on upgrade.
userUpdateProfile global Used by the Service Portal to update a basic user / users profile

The following general BPM operations are defined for the 'com.hornbill.servicemanager' application. You can click on each operation to see detailed information about that operation.

Method Source Description
assignRequest local This operation assigns a Request to a team or a team member.
markRequestFixTimer local This operations marks the Request's Fix Timer.
markRequestResponseTimer local This operation marks a Request's Response Timer.
requestLoggedEmailCustomer local This operations sends an email confirmation to a Colleague or a Contact against a new Request.
requestResolutionEmail local This operation sends an email notification with a Request's resolution details.
requestStatusUpdate local This operation updates the status of a Request with a new status value.
setupRequestClosure local This operation prepares the closure of a Request for a given period of time.
startRequestFixTimer local Use priority of the given call to calculate the calls fix details and start the fix timer
startRequestResponseTimer local Use priority of the given call to calculate the calls reponse details and start the response timer
suspendWaitingAssignedAnalyst local When waiting for an owner set the BPM status of the given call to "assignOperation"
suspendWaitingPriority local When waiting for a priority set the BPM status of the given call to "escalationComponent"

The following general Auto Responder (AR) operations are defined for the 'com.hornbill.servicemanager' application. You can click on each operation to see detailed information about that operation.

Method Source Description
logOrUpdateIncident local Log or Update an existing Incident
logOrUpdateServiceRequest local Log or Update an existing Service Request
raiseNewRequest local This operation raises a new Request, using details that are provided in a Routing Rule.
updateRequest local Update a request from Auto Responder
updateRequestNumbersReference local This flowcode operation takes an incoming email message and adds it to a request timeline. A valid reference must exist in the subject of the email otherwise an error will be returned.
updateRequestStandardReference local This flowcode operation takes an incoming email message and adds it to a request timeline. A valid reference must exist in the subject of the email otherwise an error will be returned.

The following general events are defined for the 'com.hornbill.servicemanager' application. You can click on each event to see detailed information about that event.

Event Source Description
OnDevAppInstall local The system event handler for new installed applications
OnDevAppUpdate local This event runs operations that are required on updating the Service Manager App.
OnTaskComplete local This operation updates a Request's Timeline upon completion of a task.
OnTaskCreate local System event handler for task creation
OnTimerEvent local The system event handler for timers
OnTimerResume local System event handler for the Guest password reset request

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