Service Desk Workflow Status Changed

Purpose

The Notification will notify a Workgroup's Manager when the status of the Workflow has been changed. This allows a manager to keep real-time track of the changes to the Status of any given Workflow.

Recipient

The ##SDWF_WORKGROUP_MANAGER_EMAIL## placeholder will insert the email of the Manager of the Workgroup in the To field and will always be included.

Content

The email will provide a summary of the Workflow that had its Status changed.

The ##SD_LINK## placeholder inserts a URL link to the SD Item and is always included in the email.

The ##SDA_NUMBER## placeholder inserts the Action # into the email and is only included if there is a value for the Action #.

The ##SDWF_SEQUENCE## placeholder inserts the Wf Number from the Workflow and is always included in the email.

The ##SDWF_WORKGROUP## placeholder inserts the Workgroup specified in the Workflow and is always included in the email.

The ##SDWF_WORKER## placeholder inserts the Worker specified in the Workflow and is only included if it is specified.

The ##DATE_TIME## placeholder inserts the time when the Status was updated and is always included in the email.

The ##STATUS## placeholder inserts the status that the Workflow was changed to and is always included in the email.

The ##REMARKS## placeholder inserts the reason specified by the User when the Status is changed to Hold and always included in the email when the Status is Hold.

The ##INQUIRY_EMAIL_BODY## placeholder inserts any text entered in the Original Inquiry and only is included on Inquiry Requests.