Best practice to notify fulfillment team of RITM comments while approval is pending

[Hrithikah]

Hi Community,

We have a requirement to notify the fulfillment/service team when a user adds an Additional Comment to an RITM while the RITM is still pending approval.

Currently, the OOB sc_req_item comment events Business Rule does not trigger the technician notification until work begins on the Requested Item.

Our requirement is to notify the appropriate fulfillment team even when the RITM is still in the approval pending state.

What would be the recommended approach to achieve this? Is it recommended to customize this behavior, or should the OOB behavior be retained and the requirement handled through a separate custom notification/event?

Thanks,

Hrithika

[Collin Romeijn]

Hi Hrithikah,

It all depends on how maintainable you want it to be. You could copy the BR and make your own conditions so you can reuse the existing event + notification behaviour. This way its an addition and you keep the OOTB BR intact.

Or you could make a Notification triggering specific for these cases if you want specific information in the notification.

I prefer the first option. But use a good name/description for the "new" BR.

Kind Regards,

Collin

[Hrithikah]

Thanks @Collin Romeijn! One thing I was wondering, if we create a new BR, could both the OOTB and custom BR trigger for the same comment? Would that cause duplicate notifications, or is there a recommended way to handle that?

[Collin Romeijn]

Make the new (copy) BR with a specific condition  like (State/stage = Awaiting approval) so the BR only triggers for these specific cases. Because there is only 1 event and 1 notification checking for the trigger I presume only one notification will be send.

[Its_Azar]

Hi there @Hrithikah 

I would keep the OOTB Business Rule intact and create a separate custom event and notification for this requirement. Trigger it when Additional Comments changes while the RITM is awaiting approval.

Dont use the same event without validating the conditions, as both Business Rules could queue it and cause duplicate notifications.