IBM Support

Sending Email Notifications for Service Requests

Question & Answer


Question

Is it possible to notify the SR owner after service requests have been assigned or resolved?

Answer

Steps:
1. Go to Workflow Designer application and create a new Workflow Process for the SR object:


2. Add the following properties for the New Condition node to check if it is a new service request:


3. Add the following properties for the Interaction node:



4. Add the following properties for the Task node:



5. Add the following properties for the Condition Node to check for the Resolved status:




Test:
1. Create a new service request:




2. Click the Route Workflow icon:



3. Click the Select Owner icon on the toolbar and
select a person:



4. The SR status has changed to QUEUED:



6. Click the route workflow icon again and the
message "BMXAA44131 - Process EMAILSR created assignments" is displayed:



7. Log in as the SR owner. The user will see the workflow assignment in his in-box in the start center:



8. Click route icon and select "Resolve" if the SR has already been resolved. Click OK:



9. An Email notification is received when the record has been assigned and resolved.


[{"Product":{"code":"SSLKT6","label":"Maximo Asset Management"},"Business Unit":{"code":"BU005","label":"IoT"},"Component":"Self-Service: Svc Request","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"Version Independent","Edition":"Edition Independent"},{"Product":{"code":"SSZRHJ","label":"Control Desk on Cloud"},"Business Unit":{"code":"BU004","label":"Hybrid Cloud"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":""},{"Product":{"code":"SSWT9A","label":"Control Desk"},"Business Unit":{"code":"BU004","label":"Hybrid Cloud"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":""}]

Document Information

Modified date:
17 June 2018

UID

swg21568244