Hi.
I'm wondering how people are "supposed" to work with catalog items.
- The request itself DOES NOT send out information by email to the caller/requester/initiator.
- The request item DOES send out information by email to the caller/requester/initiator.
- And finally the Catalog Task DOES NOT send out information by email to the caller/requester/initiator.
I've currently designed my workflows so that our technicians will only work with catalog tasks, but this prevents customer conversation.
A solution for this could be to use the request item record instead to work with the request but this makes it hard when the request has to be worked on from different assignment groups etc. making a workflow useless.
One solution could be to work with the request item as well as create catalog tasks when other assignment groups need to work on the request. This prevents customer conversation from these "sub-tasks" however as well as we need to teach the organization different work procedures depending on what kind of ticket they are working on which makes this solution not so pretty.
Has anyone here had this issue? How did you solve it?
Ideally we would only work with catalog tasks and simply ignore the request item and request and let the workflow handle them when it's time.
