Send notification at RITM level

[rachelconstanti]

I need to trigger a notification when a customer comments in a RITM particularly one that is pending approval.  Ideally it should send the notification to the 'Assigned to'  however we do not use 'assigned to' or 'assignment group' at the RITM level, only at the SCTASK level and we do not use Flow Designer. 

RITMs that are pending approval do not not have a task created, therefore we cannot use these fileds 'assigned to' or 'assignment group' and we do not use Flow Designer.  

Many times customers comment on the RITM which just updates the RITM and no one receives these notifications because they are pending approval. (Once the RITM is approved and a task is created, the comments are copied from TASK to RITM, which the customer will receive.  

The only time this is a problem is when the RITM is pending approval.

@Ankur Bawiskar 
Suggestion on a solution?

Thank you!

Rachel

[Mark Manders · Accepted solution]

So, your process doesn't work. You need to fix that. 

Because you are essentially asking 'we want to send an email but we don't know to who'. You need to configure your process so you know who should get the email. 

Start using assignment group/assigned to on RITM level (even if it's the servicedesk), so you are able to send the email to someone. Or have a dedicated person/team receiving all the notifications. You aren't using flow designer, so I assume it's an inbound action: make it that, if there isn't a task, you have a default group to send the email to. 

Asking 'we want to send an email to a group/person and we don't have that group/person available' can't be resolved, without fixing the process.

O, and start using flow designer! Workflow Editor is deprecated.

[Anand2799]

Hi @rachelconstanti ,

You need to ask your client/customer this question "Who should this notification goes to when state is pending approval?", whether it should go to a specific group, a person, the user/group pending approval.

Thanks

Anand

[Dr Atul G- LNG]

Hi @rachelconstanti 

This is more of a process-related question, not a tool-side one. The system should know when and to whom the email needs to be sent, but since there’s no way to identify the gap values, the system won’t understand and therefore won’t send any notification.

Get the client on a call to discuss these process gaps, and then we can help with the configuration if needed.

[Ankur Bawiskar]

@rachelconstanti 

I agree with points shared by @Mark Manders