Notification Workflow in Service Requests

Notification Workflow in Service Requests

I have seen multiple posts about notification workflow in the Service Catalogue, separate from Approval workflow. Most refer to Email ID to Notify. Here's my take on this and I offer a simple way to quickly implement it.

The Approval workflow is a required feature for those times when an Approval is required before proceeding with a request.

Your customers also need a " Notification " workflow for those frequent times when someone or a group needs to be made aware (notified) of the request because they need to take some action (but not approval) related to the request.

Example

When a new employee is hired, the following workflows are required:

      1 - HR  -  approval
            (request cannot proceed before HR record opened and security clearance is confirmed, etc)

      2 - Corporate Services - Notification (building access, accomodation, etc.)

      3 - Additional Notification workflows may be required for other organizations.
            For example:  a new employee may need additional accounts.

Implementation

Here's how this enhancement can easily and quickly be implemented (and hopefully not spend 2 - 3 years or more in your Roadmap).

Duplicate the existing Approval function as follows:

      - leave the e-mail notification part
      - but remove the Approval part and
      - enable the ability to select the person to notify from the Requesters list

This can easily be accomplished by copying the code for used Approval, modifying it by removing the Approval part of the code while keeping the e-mail notification part and then enabling the selection of the person to be notified.

Any qualified developer should be able to accomplish this, including testing, within a few week at the most. This enhancement can easily be built, tested and deloyed between the middle and the end March 2015.

Adding this enhancement now would greatly increase the useability of the Service Castalogue --- and customer satisfaction.

JMichelD
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