How to Notify a Client/User when a Task Associated to an Incident is Closed.

Version 2

    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    Remedyforce Service Desk


    Remedyforce Spring 13


       How to Notify a Client/User when a Task Associated to an Incident is Closed.  



    If you are trying to Notify the Client when a Task is Closed activate the Notify the Client when a task is closed workflow.  The out of the box workflow can easily be cloned to notify Staff or other desired persons.

    Create a workflow on the Task (Installed Package: BMC Remedyforce) object that only notifies the Client when the Task is associated to an Incident:
    1. Evaluation Criteria:

    Tick Created, and any time it's edited to subsequently meet the criteria.

    2. Rule Criteria:

    Click the Run the if the following dropdown | Select formula evaluates to true.

    3. Create the following formula:

    BMCServiceDesk__state__c = False &&
    BMCServiceDesk__FKIncident__c <> ''

    NOTE: '' are two single quotes.

    4. Click Check Syntax | Click Save &amp; Next.
    5. Click Add workflow action | Click New Email Alert.
    6. Fill out the required information.

    Email Template:
    Recipient Type:
    From Email Address.

    7. Click Save | Click Done.
    8. Click Activate.
    9. Verify when a Task is Closed the Configure user in Step 6 recipients is notified.


    Article Number:


    Article Type:


      Looking for additional information?    Search BMC Support  or  Browse Knowledge Articles