DougA Posted March 10, 2017 Posted March 10, 2017 We've created a service and CI for forward notice incidents. I've set up an authorisation task with options to send a draft copy of the notification email to the customer or approve the email for distribution as per the workflow. If the forward notice is a long way off then the incident is put on hold until nearer the time. I'd like to modify the process to allow the notification email to be resent at any time up until the incident is resolved. There in lies the rub a request can't be closed while activities are still open. I can't figure out the best way so I'd really appreciate any suggestions. Regards Doug
Guest Posted March 15, 2017 Posted March 15, 2017 Hi @DougA, Firstly, apologies if I have misunderstood this. But could this be achieved by adding a Human Task (assigned to the request owner) after the "Email Connections" node. This task has two outcomes - "Resolve Incident" which could automatically update the status to resolved and move to the next stage "Resend Email to Connections" which could loop back around to the "Get Request Info" node and send out the email again - before regenerating the human task. This would allow you to keep resending the email based on someone completing the task each time, until they are happy to resolve the Incident. Does that work? Kind Regards Bob Dickinson
DougA Posted March 16, 2017 Author Posted March 16, 2017 Hi @Bob Dickinson That's not a bad approach. I'd sort of got myself locked into the user needed to resolve it but in reality it didn't matter. Thanks for the advice Doug
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now