Service Operations

Service Operations
Complete HR Agenda

Service operations are used for bulk data corrections that the standard screens do not allow: reactivating or completing tasks and cases, changing data directly in the database, archiving cases and handing over the HR agenda to another user. Only a superadministrator can see the page. Open it from the Administration menu using the Service Operations tile in the Application and Configuration Management group. A regular administrator does not see the tile.

Direct data changes
Service operations bypass the standard application checks. Entity change writes values directly to the database without calculations, events or template checks. Operations cannot be undone. Before any larger change, make sure you have a database backup, and always test the operation on a single record first.

The page has two tabs: Service Operations and Complete HR Agenda. The header contains the Close button, which returns you to the Administration menu.

Service Operations

On the left is a tree of data types, on the right a table of records of the selected type.

Element	Purpose
Type tree	Tasks, Cases, Users, Roles, Org. units, User parameters and Instance variables. Click to select the data you want to work with.
Table columns	Selection of the database columns the table displays. The selection is saved to your profile. Reset restores the default columns.
Refresh	Reloads the table.
Actions	Menu of operations for the selected data type.
Filter	Filtering of records. A filter is required if you want to run an operation on all records.

Actions by data type

Data type	Available actions
Tasks	Open task, Reactivate tasks, Complete tasks, Change entities (Tasks), Open case, Reactivate cases, Complete cases, Change entities (Cases), Archive cases
Cases	Open case, Reactivate cases, Complete cases, Change entities (Cases), Archive cases
Users	Open user, Change entities (Users)
Roles	Open role, Change entities (Roles)
Org. units	Open unit, Change entities (Units)
User parameters	Open user, Change entities (Users), Change entities (Parameters)
Instance variables	Open case, Reactivate cases, Complete cases, Change entities (Cases), Archive cases, Change entities (Variables)

The Archive cases action appears in the menu only when archiving is enabled in the Configuration (featureFlag.archivationEnabled).

Selecting records

Each action starts with a dialog in which you choose the scope:

Option	Meaning
Selected only: N	The operation runs on the rows you have selected in the table.
All: N	The operation runs on all records matching the filter. Without an active filter, the option cannot be used: At least one filter must be active to select all items.

Operations on tasks and cases

Action	Confirmation	What happens
Reactivate tasks	Do you really want to reactivate the selected tasks?	The task is activated again as if the case had just reached it.
Complete tasks	Do you really want to complete the selected tasks?	The task is completed in the standard way, including the follow-up tasks.
Reactivate cases	Do you really want to reactivate the selected cases?	The case returns to the active state and its In progress summary is recalculated.
Complete cases	Do you really want to complete the selected cases?	The case is marked as finished as of today. For a subprocess, the return values are passed to the main case and its waiting tasks continue. Active tasks of the case itself are not completed.
Archive cases	Do you really want to archive the selected cases?	The case is moved to the archive.

After confirmation, the message The action will be performed in the background, please check the logs is displayed. Each record is processed separately. If one fails, the error is written to the log and the other records continue. Therefore, verify the result in the Logs section.

Change entities

Change entities overwrites the selected data directly in the database.

Select the records and in the Actions menu choose Change entities for the required type.
A form opens with the hint Select and fill in the variables you want to change. All fields are locked.
For the field you want to change, click the Change pencil and fill in the new value.
Save and confirm the question Save changes?.

Only the fields you have unlocked are changed. The original values are written to the log. Calculations, events and template checks are not triggered. For multi-instance tasks, the change is not performed.

Data type	Fields that can be changed
Tasks	State, Task solver, Task supervisor, Event, Relation to reference person, Task will be assigned, Role, Org. unit only, Org. unit, Task and Variable, Reference person, automatic start, Start, Deadline, Comment and its language variants
Cases	Default name, Case state, Case owner, Parent case (ID), Status, Shredded, Visible to users with role, allow task handover and event triggering for this role, In progress and language variants, Documents will be visible, Header
Users	Username, First name, Last name, Display name, E-mail, User state, Name prefix and suffix, Password, Change password, Last password change, Login count, Failed login count, External login, User source, External ID, Organization ID
Roles	Name, Category, Description, Maximum assignments, Restrict role assignment to role, Organization ID
Org. units	Name, Type, Status, Logo, Manager, Parent unit, External state, External ID, Organization ID, Additional ID, Company ID, Parent unit company ID
User parameters	User, Name, Client, Value, Large value, Organization ID
Instance variables	Name and language variants, Type, Attribute, Text, Number, Date and Large value, Dynamic Table, Column, Allow multiple selection, Class, Organization ID, Variable template and other technical data

The Task, Variable and Header fields can be changed only when all selected records come from the same template. Otherwise they are locked with the explanation Cannot be changed because the entities do not come from the same template.

Complete HR Agenda

The tab displays the business variables of all cases and their values.

Element	Purpose
Refresh	Reloads the table.
Change user	Hands over the selected records to another user.
Case	Opens the case of the selected row.
Filter	Filtering of records.
Columns	Case name, Case ID, Case state, Status, Template, Header, Variable, Business variable, Value.

Change user works the same way as the other operations: select the records (Selected only, or All with a filter), choose the New user in the dialog and optionally check Add access to case. After confirming Save changes?, the variables are handed over to the new user.

Verify the result
Test Change user on a single record first and check in the case detail that the variable has actually changed. Only then use it in bulk.

Related: Service Console, Logs, HR Agenda.

DMS attributes

Mobile App Setup for Your Environment

(opens in a new tab)