IBM Support

Sending Email Notifications for Service Requests

Question & Answer


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


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:

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