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Incident Resolved/Closed at creation - only a 'Creation' email is sent - not both a 'Creation' and 'Resolved' email. RRS feed

  • Question

  • Hi There, 


    Just wanted to get some clarification in regards to subscriptions and criteria.
    We have a subscription set up for any Incidents Created 
    We have a subscription set up for any Incidents updated - from 'Status not equals Resolved' > to: 'Status equals Resolved'

    Scenario:
    1. Analyst/Officer takes call and opens a new Incident
    2. Analyst assist called (fixes their issue), adds notes to the Incident and then since all action is done - Resolves it
    3. Only after changing the Status to: Resolved, does this analyst click 'OK/Apply' to save this object.

    Theoretically, as it has only been created (and not updated) - only the 'your job has been Created' email is sent.
    We would like to know is their anyway of sending both the 'Created' and 'Resolved' email - as the 'Resolved' email often has the most relevant information (resolution comments etc).

    Thanks,
    Alex. 

    Wednesday, April 15, 2015 4:05 AM

Answers

  • It looks like you need a third notification workflow:

    • Trigger on Created Object
    • Additional Criteria: Status equals "Resolved"
    • Using the "Resolved Inident Template" or you create a third "Created and Resolved Incident" Notification Template" with a different text.

    Hope this helps.


    Andreas Baumgarten | H&D International Group

    Wednesday, April 15, 2015 7:22 AM

All replies

  • It looks like you need a third notification workflow:

    • Trigger on Created Object
    • Additional Criteria: Status equals "Resolved"
    • Using the "Resolved Inident Template" or you create a third "Created and Resolved Incident" Notification Template" with a different text.

    Hope this helps.


    Andreas Baumgarten | H&D International Group

    Wednesday, April 15, 2015 7:22 AM
  • Thanks Andreas, 
    Yeah suspected that was they way to go...

    Cheers,
    Alex.

    Thursday, April 16, 2015 7:15 AM