Workflow Soluiton

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  • 1.  Set priority to urgent and send e-mail to assignee

    Posted Oct 10, 2011 04:54 PM

    I want to set incident to a priority like urgent and then when I save the changes, it will send a page/txt e-mail to the assignee.



  • 2.  RE: Set priority to urgent and send e-mail to assignee

    Broadcom Employee
    Posted Oct 12, 2011 12:16 PM

    Are you talking about ServiceDesk or your own workflow?

    The idea is simple, use send e-mail component (or SD.EmailServices) based on priority value. Where to do this, depends on the exact goal.

    If the email sending needs to happen somewhere where there's chance of sending the mail erroneously or the workflow loops (e.g. Initial Diagnosis in SD.IncidentManagement), you can use an added variable (like NeedToSendUrgentEmail) that's set when the priority is changed and unset after email is sent.