BMC Helix Remedyforce: Workflow to Send a Notification when a Client Note is Added to an Open Incident

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    PRODUCT:

    BMC Helix Remedyforce Service Desk



    PROBLEM:

     

    Workflow to Send a Notification when a Client Note is Added to an Open Incident.

     


    SOLUTION:

     

    1. Login Remedyforce as Administrator
    2. Setup | Create | Workflows Rules
    3. Click on New button
    4. Type / select the next:
    Workflow name: Specify the name

    Evaluation Criteria: Evaluate the rule when a record is created, and any time it's edited to subsequently meet criteria
    Rule Criteria (Run this rule if the following criteria are met): Incident History: Action~ Equal to Client Note
    Workflow Action: Email Alert
    Email Template: Select a valid email template
    Object: Incident History

    Fields to add:
    {!BMCServiceDesk__IncidentHistory__c.BMCServiceDesk__note__c}
    {!BMCServiceDesk__IncidentHistory__c.BMCServiceDesk__description__c}

     


    Article Number:

    000345839


    Article Type:

    Solutions to a Product Problem



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