Email notification for a specific Catalog Item's RITM and Catalog tasks

[Nitin Baijal]

Hi ,

Scenario - I have created a Catalog item - 'ABC' which creates a RITM and the workflow in Catalog Item also generates a task for a Team A
the requirement is to send an email notification to Team B when that catalog task or RITM is completed.

Currently, we already have a default email that is generated after a task is completed for any and all catalog tasks.

I want to target only one single catalog item - "ABC" and configure an email for that. the notification should only be triggered when someone closes a task created through that catalog item.

I have tried building a business rule , event and a notification but i am scratching my head to target it to one single Catalog item "ABC"

How do i filter business rule , event, notification to check if the catalog item(or maybe the request item containing subject title "ABC" ) is ABC and the active = false then trigger that email.

the missing piece of the puzzle is to trigger the email ONLY for the RITM /Catalog tasks created through that "ABC" catalog item.

more the details , better it will be. I am still learning 🙂

[Richard22]

This is 100% doable using flow designer, I think. 

You would need to initiate the flow on creation of the specific catalog item, then pull in the variables as needed to make sure subject & description of the email look good. Then place your entire process of ticket creation into the flow from start to finish. 

After created, you add a wait for condition statement in the step to create Task A  "When Task A has a state change to (Closed Complete, Closed Cancelled, etc.)" send an email to Task B "Assignment Group" or even "Assigned To" and then draft the email in Flow Designer. 

Let me know if you need me to create something real quick and add an image, but Flow Designer is fairly simple to use, especially for Catalog Requests. 

[Nitin Baijal]

i dont see the table that i want 😞

sc_req_item

i tried creating a notification , but it is not working as of now - 

I selected 2 filters - first one being the Item Name and second the "active field"