All,
I have a workflow I am currently working on which the stage requires the requestor of the service catalog form to submit attachments to the request. Below is an overview of the current workflow
- Requestor submits form.
- Task assigned to first assignment group. The group contacts requestor via phone with information, Task is closed completed.
- User receives email from ServiceNow with steps to follow and respond to email.
- Task is assigned to next stage waiting for user to respond to email and add required documentation.
Questions:
- Can a workflow go into a pending “customer” stage in which is waiting for requestor to respond to email or attach files to request (Step 3)? There is confusion with the team on if when the requestor submits the paperwork and need away to trigger a notification or assignment of task to them. This would help with step 4 not being assigned to the next group. If this is an option can, we sent up notification reminders for the requestor to submit the proper paperwork? If not submitted in 30 days to cancel out the request?
