How to trigger email notifications to Primary Contact when SR is automatically closed? — Cloud Customer Connect
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How to trigger email notifications to Primary Contact when SR is automatically closed?

in Help Desk 6 comments

Summary:

The email notification to the primary point of contact for an SR did not trigger when the SR status was automatically changed to 'Closed' via the ESS job.

We created an email template and object workflow with the specified event condition using Application Composer, but it seems to be not working as expected, as the email is not being sent.

Event Condition Used: if (StatusCd == 'ORA_SVC_HRHD_RESOLVED' && isAttributeChanged('StatusCd') && StatusCd=='ORA_SVC_HRHD_CLOSED')
return true;

Could anyone assist us in setting up the required process to send an email notification to the primary contact when an SR is closed?

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