(2022.1) Service Desk Workflow Update Request

Service Desk Workflow Update Request

Purpose

The Service Desk Workflow Update Request Notification will only ever send out when the 'Request Update'  button is clicked on the Workflow tab of any SD item.

Recipient

The ##TO_EMAIL## placeholder will insert any emails of the Worker / Contact that is assigned to a Workflow if there is an email from the Contact. The To: field can have multiple values and will include each email for the Notification.
The ##CC_EMAIL## placeholder will insert any emails that are specified in the CC: field and is only included if there is a value for the CC: field. Multiple emails can be inserted into the Notification if they are specified in the CC: field.

Content

The ##REQUEST_BODY## placeholder will insert the text entered by whoever initiated the request for more information and will include all the content from the Status Request field on the New Message form.

The ##SD_LINK## placeholder inserts a URL link to the SD Item and is always included in the email.

The ##SDA_NUMBER## placeholder inserts the Action # into the email and is only included if there is a value for the Action #.

The ##SDWF_SEQUENCE## placeholder inserts the Wf Number from the Workflow and is always included in the email.

The ##SDWF_WORKGROUP## placeholder inserts the Workgroup specified in the Workflow and is always included in the email.

The ##SDWF_WORKER## placeholder inserts the Worker that is specified in the Workflow and is only included in the email if there is a value.

The ##SDWF_START_DATE## placeholder inserts the Start Date specified on the Workflow and is always included in the email.

The ##DESCRIPTION## placeholder inserts the Description from the SD item and is only included if there is something in the Description field.

The ##INQUIRY_EMAIL_BODY## placeholder will insert the original Inquiry into the Notification. This value is only inserted if the Service Desk item is an Inquiry and will not insert on other Service Desk items.