Confirmation Emails

wwesley · ‎11-17-2011

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.

Emir AmEx (9.1) · ‎11-17-2011

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

Tylor Hagerman · ‎11-17-2011

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!

wwesley · ‎11-17-2011

Thanks, It works!

Wesley.

Beverly Boden · ‎11-17-2011

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

Ed Contini - newScale · ‎11-17-2011

Hi Bev,

In your version of RequestCenter (8.3), follow these steps:

In ServiceLink, click Create Agent.
Create a new agent using the Dummy Adapter as the outbound, and None (auto complete) as the inbound adapter.
Select this agent as the workflow type for your auto-close approval.