Notifications on Status Change


We have specific tickets (All under a specific service) that will need to notify a specific group of people when resolved/closed & Opened/Created.   We are using an automation rule to assign the ticket to a specific workflow that can then send out a ticket created notification however we are having some difficulty finding a way to automate a notification going out when a ticket is resolved/created.

Our current workflow has a condition set to status = "X" however when that is not true we expect the system to continue to monitor said ticket until that condition is true.   We believe that we need to have a loop back to itself when the condition is not met and setup a Timed event to happen between, in order to limit the frequency that the system checks the tickets, however the system is calling that workflow invalid because there is not a manual item within the loop which makes me think that we are going down the wrong path.

My question to the powers that be is how do we setup the system to automatically notify specific people at different ticket states (I know that there is a notify function built into the ticket itself however the technicians working the tickets are not responsible to remember who to notify on what ticket types)?

Let me know if anyone has found a solution to this.

Tags workflow notifications workflow-notifications
Asked by Rik Miller on Mon 6/26/23 8:09 PM
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Answer (1)

This answer has been marked as the accepted answer
Brittany Renn Tue 6/27/23 9:05 AM

Hi Rik, 

If you wanted to keep the workflow loop in place, you just need to add a web service method step in that loop process to GET the ticket or something (it can be any type of call, it just has to force the workflow to "think" it isn't an automated loop).

Let me know if you have further questions about that. 


Brittany Renn

TDX Support

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