Email Notifications - RITMs and SCTASKs

[rconstantino]

Hello community,

Looking for suggestions on how to best handle a notification:
We have Requests that have multiple RITMs that have multiple SCTASKs. 

We copy comments from the SCTASK to the RITM.

When an SCTASK is closed, I want to send a notification from the RITM that includes the close clode, close notes from the SCTASK.

How best to solution this?
Thank you in advance for any suggestions.

Best,

Rachel

[Bhavya11]

Hi @rconstantino ,

i have one question here is RITM has single SCTASK or multiple?

1. if RITM has single task then , Create flow designer trigger Update Record (select the table as sc_task ) and condition state changes to close complete

use the send Notification action pass the sc_task value(use data fill to get information) to it like 

• SCTASK Number
• Close Code
• Close Notes
• Comments, if required

2. if RITM has multiple tasks, then you need to trigger for only once then Create flow designer trigger Update Record (select the table as sc_task ) and condition state changes to close complete and lookup the record activity on sc_task table still any active sc_task for given RITM ,if no active then send notification

[rconstantino]

RITM most likely has multiple tasks and currently not using flow designer - any other options?

[OlaN]

Hi,

I tend to think of SCTASKS as internal process tasks, which is not intended for communication with the Requestor. If  a process is defined, and each task is clearly defined, then what communication is needed from the tasks to the Requestor?
I mean, if the Requestor ordered a product X, then he/she is probably not interested in knowing that the different SCTASKS handling components to deliver product X is finished. They only want to know when to recieve X.

If you're really going forward with this, it's a simple thing to create a Flow that generates an additional comment (or other email content) containing data from all the tasks when a certain criteria (change on the RITM) happens.

[rconstantino]

Yes I agree that SCTASKs are an internal process - non licensed folks do not have access to the task form which is why the notification was sent on the RITM table.  An example:  The onboarding form is made up of multiple RITMs and SCTASKs.  One for a computer, one for a desk phone, one for a mobile phone.  For each task that is closed, we want a notification sent but from the RITM.  Not using flow designer.
Is this acheivable?