Hi to all,

Id like to get a workflow for sending an email to Affected user as soon as analyst click on Transfer and/or Escalate task.

As Criteria I used an update IR workflow for escalation is:

FROM

Support group = GROUP1; GROUP2

Escalated field is false

TO

 Support group = GROUP1;GROUP2

Escalated field is true

As Criteria I used an update IR workflow for transfer is:

FROM

Support group = GROUP1; GROUP2

Escalated field is false

TO

 Support group = GROUP1;GROUP2

Escalated field is false

There is no firing for those workflow; why ? where my mistake is ?

Hi,

This blog post provides instructions on how to create the notification workflow for Incident assignment/re-assignment for your reference:

http://blogs.technet.com/b/servicemanager/archive/2009/12/15/custom-notification-workflow-on-incident-assignement-or-re-assignment.aspx

For more complex things you can either use the Authoring Tool to configure a workflow or use Orchestrator.

hi Xin,

thanks a lot for you answer.

I would like to change the Incident Status too during above actions from In Progress --> In Progress\Transfered or In Progress\Escalated applying a template.

I tried different criteria Matrix using Support Group, Escalated, Action Log, Assigned To fields without success.

Could you help me ?

Thanks

Hi Alex,

I personally like the following Blog better:

How to configure notifications for assignment/re-assignment, action log/user comment updates for Incident/Service Request
http://blogs.technet.com/b/babulalghule/archive/2013/05/04/how-to-configure-notifications-for-assignment-re-assignment-action-log-user-comments-updates-for-incident-service-request.aspx

You can configure the notifications for the Affected User, as well as for the Assigned To user, which I find very helpful. For the second requirement you'll have to configure a workflow (Incident Event Workflow), which applies a template with those predefined settings (In Progress --> In Progress\Transfered or In Progress\Escalated), which is triggered on the respective work item update (when an object is updated).

Regards,