This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.
BMC Helix Remedyforce Service Desk
Workflow to Send a Notification when a Client Note is Added to an Open Incident.
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: