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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 & Next.
5. Click Add workflow action | Click New Email Alert.
6. Fill out the required information.
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.