Request Workflow Notifications
Purpose: The WorkFlows module is equipped with a functionality allowing users to receive emails about events taking place in the system. By "events" we mean change of statuses for tasks, which are assigned to Knowledge Base and Request objects (articles or tickets) and together constitute a workflow.
There are several cases when notifications can be sent to respective recipients. Each specific case requires activation under Admin->Setup->Settings: WorkFlows
On this page, there is a list containing actions to be performed under certain conditions:
Activate these actions by clicking on the box next to the name of each action. There is a text box under each action where you can enter the text of the notification message to be sent for each event.
For Request:
- Send Notification when New Task is Added –Notification is sent to the user assigned to this task.
- Send Notification when Task is Completed - Notification is sent to the user assigned to the next Task.
- Send Notification when Task is Rejected - Notification is sent to the user assigned to the previous Task and to the Task Article author.
Tasks Escalation Script:
Users can enable the sending of scheduled notification emails, if the Task has a status other than Completed and Date Due is expired. In order to enable the transmission of these emails, you have to edit the escalation.bat batch file on the web server to match it the Request virtual directory path. Then, using the Windows Task Manager, the user has to schedule a task to run escalation.bat every once in a while (e.g. 1 to 5 min) so that it checks whether the notification timer condition has been met. Notification emails are sent to the addresses specified in the Auto Escalation Recipients box under WorkFlows Settings.