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Workflow to manage Escalation and Transfer RRS feed

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    Hi to all,

    I’d like to get a workflow for sending an email to Affected user as soon as analyst click on Transfer and/or Escalate task.

    As Criteria I used an update IR workflow for escalation is:

    FROM

    Support group = GROUP1; GROUP2

    Escalated field is false

    TO

     Support group = GROUP1;GROUP2

    Escalated field is true

    As Criteria I used an update IR workflow for transfer is:

    FROM

    Support group = GROUP1; GROUP2

    Escalated field is false

    TO

     Support group = GROUP1;GROUP2

    Escalated field is false

    There is no firing for those workflow; why ? where my mistake is ?

    Grazie mille Alex

    Friday, June 19, 2015 10:26 PM

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    Hi,

    This blog post provides instructions on how to create the notification workflow for Incident assignment/re-assignment for your reference:

    http://blogs.technet.com/b/servicemanager/archive/2009/12/15/custom-notification-workflow-on-incident-assignement-or-re-assignment.aspx

    For more complex things you can either use the Authoring Tool to configure a workflow or use Orchestrator.

    Please remember to mark the replies as answers if they help and unmark them if they provide no help. If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.

    • Proposed as answer by BuchatechMVP Friday, July 3, 2015 6:39 AM
    Tuesday, June 23, 2015 3:11 AM
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    hi Xin,

    thanks a lot for you answer.

    I would like to change the Incident Status too during above actions from In Progress --> In Progress\Transfered or In Progress\Escalated applying a template.

    I tried different criteria Matrix using Support Group, Escalated, Action Log, Assigned To fields without success.

    Could you help me ?

    Thanks

    Grazie mille Alex

    Thursday, July 2, 2015 10:23 AM
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    Hi Alex,

    I personally like the following Blog better:

    How to configure notifications for assignment/re-assignment, action log/user comment updates for Incident/Service Request
    http://blogs.technet.com/b/babulalghule/archive/2013/05/04/how-to-configure-notifications-for-assignment-re-assignment-action-log-user-comments-updates-for-incident-service-request.aspx

    You can configure the notifications for the Affected User, as well as for the Assigned To user, which I find very helpful. For the second requirement you'll have to configure a workflow (Incident Event Workflow), which applies a template with those predefined settings (In Progress --> In Progress\Transfered or In Progress\Escalated), which is triggered on the respective work item update (when an object is updated).

    Regards,

    Stoyan (Please take a moment to "Vote as Helpful" and/or "Mark as Answer" where applicable. This helps the community, keeps the forums tidy, and recognizes useful contributions. Thanks!)

    Thursday, July 2, 2015 11:32 AM