11-17-2011 05:22 PM
Confirmation Emails
Hi,
We want to send an email to our customers once a request has been successfully submitted. We have been able to send the emails by using with the auto-close agents when a service does not require a manager approval. However, for services requiring manager approval, we cannot send the email before the manager approval phase.
Our question is:
Is there a way to send confirmation emails to customers/initiators before the manager approval phase or service delivery phase?
Your ideas and thought are greatly appreciated.
Thanks much,
Wesley.
11-17-2011 05:22 PM
you should be able to use Site Authorization Structure to send out an email to the customer + initiator, then use Sevrice Authorization for Manager approval email
o Uses service group authorization, and adds participating roles in this service
11-17-2011 05:22 PM
The way we accomplish this is to use a "dummy" authorization task. We have an authorization task with a zero length duration that is set to auto-close using the "dummy" external task type from ServiceLink. That task is listed first and then the real authorizations follow. The only purpose of the dummy task is to send the email to the customer to confirm submission.
Good luck!
11-17-2011 05:22 PM
Thanks, It works!
Wesley.
11-17-2011 05:22 PM
Hello,
What is the auto-close agent. We have a similar requirement to send out two emails during the authorization moment, but do not have access to ServiceLink. Any idea?
Thanks!
Bev
11-17-2011 05:22 PM
Hi Bev,
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