Need separate created notification for requests that require approval

[Cat]

Hi All,

I've been trying to work this out, but I've been struggling - I have an email that is sent out when a request is raised. This email says we have your ticket etc.

In the cases where the ticket goes for automatic approval, I would like to send a different email instead. Something that says the ticket has been received, but it's waiting for approval before it will progress.

I think the issue I'm having is that the REQ is what generates the "request opened" email, but the approval is attached to the RITM. Is there any way for me to achieve this? I've tried playing with the send on conditions, but the issue is that the ticket is created with no state, and then my workflow changes it to the Approval Requested state, so because of that, it doesn't see that it requires approval immediately therefore sends the normal email.

Does anyone have any ideas?

Thanks in advance!

[palanikumar]

Yes correct. You can update both if both of them sends this notification

[Vishal Jaswal]

Hello @Cat 

An example to show that you can achieve it with little customization:

Out-of-the-box Request Opened Notification before:

After:

Out of the box Notification Email scripts (sys_script_email_list): requested_items_summary

Before:

After:

Validation Results:

Before:

After: