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Workflow - Log work

PostPosted: Wed Feb 16, 2011 1:19 pm
by marilyn
Currently, when I log work on a ticket, no one can see it but me or other techs.

In the future, I would to set up an email notification to the user that the ticket has been updated.

What I need to know is how to set it up so when work is logged, I can choose NOT to notify the customer (a checkbox to indicate not to email the customer). By default, the customer would be notified, but I want someplace to note exceptions to this rule.

My boss remembers a checkbox in the Log Work form from his old company. Was this eliminated? Or was that a custom form setup?

Please assist.

Re: Workflow - Log work

PostPosted: Thu Feb 17, 2011 10:29 am
by marilyn
I figured out how to get the checkbox - I created a UDF called Notify and added it to the Log Work Form.

Now I just need to figure out how to trigger it....

Re: Workflow - Log work

PostPosted: Fri Feb 18, 2011 8:54 am
by marilyn
Ok - think I have solved this one on my own. I created the Notification as an action on the Log Work Task (if the condition was met that the checkbox was marked).

Hope this helps someone else.