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

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    PRODUCT:

    Remedyforce Service Desk


    COMPONENT:

    Remedyforce Spring 13



    QUESTION:

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


    ANSWER:

     

    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.

    Description:
    Name:
    Email Template:
    Recipient Type:
    Recipients:
    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:

    000002116


    Article Type:

    FAQ/Procedural



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