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Notification When End User Closes Incident From Portal

    Question

  • Hello, I'm looking for a way to have a notification email sent to IT when an end user closes an Incident from the Self-Service Portal. We already have notifications that go to end users when IT closes their Incident...so I need a way to differentiate between when an end user closes it, or when IT closes it. I can't figure out how to do this. Thanks
    Thursday, August 25, 2011 3:59 PM

All replies

  • Hi,

    I would edit the source code for the SSP to indicate this. You could for instance extend the incident class with a boolean value called "UpdatedByEndUser" and set this to True when the Close Request button is pressed. Next would be to create a workflow that triggers when the value is set to true and the status to closed.

    Regards
    //Anders


    Anders Asp | Lumagate | www.lumagate.com | Sweden | My blog: www.scsm.se
    Friday, August 26, 2011 7:01 AM
    Moderator
  • Hi Anders,

     

    Thanks for the reply...you've helped me before.  I found this article on your website for a similar task:

     

    http://www.scsm.se/?p=501#comment-1461

     

    Could I follow the same steps to accomplish what I am trying to here?  Which steps might be different?

    Thanks

    Friday, August 26, 2011 6:18 PM
  • You know what? I'll try to write a blogpost on how to do it. It shouldn't be too hard to fix it :)

    Regards
    //Anders


    Anders Asp | Lumagate | www.lumagate.com | Sweden | My blog: www.scsm.se
    Sunday, August 28, 2011 2:40 PM
    Moderator
  • Thanks Anders.
    Monday, August 29, 2011 3:14 PM
  • I managed to write this post today:
    http://www.scsm.se/?p=564

    (Better late than never I suppose... :P )

    Point 6 is what you asked for

    Regards
    //Anders


    Anders Asp | Lumagate | www.lumagate.com | Sweden | My blog: www.scsm.se
    Friday, September 16, 2011 1:42 PM
    Moderator