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    Madhu Gothandaraman
    HR Help Desk : Email Notification
    Topic posted October 21, 2018 by Madhu GothandaramanGold Trophy: 10,000+ Points, tagged Configuration and Administration, Service Request Management, Setup and Configuration, UX 
    249 Views, 7 Comments
    Title:
    HR Help Desk : Email Notification
    Summary:
    Enable Email Notification by creating a object workflow for Service Request/Message
    Content:

    Hello Experts,

    Kindly share your inputs on the below:

    Please let me know how to enable email notifications, We have been trying to use objects workflows in application composer to send automated notification based on events like the ones mentioned below.

    • when an employee creates an SR (Employee needs to be notified that the SR has been created)
    • When an SR is assigned to the agent based on the queue (Agent needs to be notified through email)
    • When an Agent updates an SR (Employee needs to be notified via email requesting to check the SR message)
    • When the status of the SR is changed based on the change in milestone status (Employee needs to be notified accordingly), etc

    As of now, when I tried creating an Object Workflow as Service Request

    With event point - When a record is created, Action - Email Notification with To Address selected as Request Creator / Record Creator, yet the employee did not receive any email notification.

    Any inputs appreciated.

     

    Thanks,

    Comment

     

    • Reghu

      Hello Madhu,

      The problem could be anything. We need to localize the cause first.

      Could you perform a small object wf invocation for any other object  on simple create or update?

    • Madhu Gothandaraman

      Hi Raghu,

      None of them work, hence please let me know if you have something working in HRHD ?

      Thanks nad Regards,

      Madhu G

    • Reghu

      Sorry, just trying to understand your last comment deeper.

      Are you saying that WF notifications are not working in any of the objects in your environment (like on Accounts, Contacts etc)?

       

    • Madhu Gothandaraman

      Hi Raghu,

      Yes, i configured object workflows for service request and queue and email notifications are not working for both of them.

      Have you been successful in generating email notification based on object workflows?

      Thanks,

       

    • Reghu

      yes I have been successful several times in  6 yrs of work with this application.

      What I recommend you is to create obj wf on Account or contact. simple one without condition on create and see mails are going on.  If nothing positive raise a SR its most likely some issue with the respective server component.  I have seen this issue a few times

      Also, please tell me whether mails are going out on auto notiifcations like Activity creation etc (which are OOB notifications)

       

    • Madhu Gothandaraman

      Hi Raghu,

      Can you please advise me on the contact ? Is this workflow triggered when adding contacts ? what condition should i put ? If could provide me with the basic details for setting up a contact object workflow it will be helpful. 

      Thanks,

    • Reghu

      you can either choose create or update....  but since this is your first time, don't use any conditions in 'condition' section.   directly choose the email template and the recipient without doing anything on the execution schedule. Please Let me know how it goes.  Just to make sure the WF is triggered in the field update (update some text field  like 'inside WF' on the contact object or any object you are trying)