end of request notification only when request approved

[Former Member]

Hello dear colleagues,

Due to a detour at the end of the WF path our specific WF can sometimes end with the security team and sometimes with the IT managers.

We need to send a notification to the user when the request is closed and approve.

We reviewed 2 options for that:

1/ When maintaining the end of request notification in step 1 of MSMP WF configuration for the relevant process ID - a message is sent to the user also when the request is rejected hence the user receives 2 notifications which is not a solution for us so we had to waive using the end of request notification functionality.

2/ Maintain the approve notification event - the user receives a notification when the specific stage is approved which is ok but we need to maintain the approve notification for both security team stage and IT managers stage and when the detour occurs the user will receive the notification that his request was approved in both stages whereas it should be sent to him only when the IT managers stage is confirmed and close.

We didn't find a solution for the end of request notification when the last stage can be detoured.

We would appreciate your assistance.

Best Regards,

Shira

[former_member225453]

Hi Shira,

You can achieve this by maintaing the End_of_Request and Request_submission globally at the first stage of MSMP. This will serve the purpose of sending the mail to the User at the time of Request submition/closing.

Secondly, setting the notification events at Stage level will send the mail to the user for the specific stage being Approved or Rejected.
For Approval Notification, set the Notification Event as Approved in the Manager stage. Similarly, set it for the Security Team stage as well.

At end of the path, the User will receive two Notifications, one for the approval from the last stage i.e Manager/secuirty team and another for final closure of the Request.

Hope this helps.

Regards,

Shreya Gupta

[Former Member]

Hello Shreya,

Thank you for your response.

As I indicated in my question:

1. Two notification at the end of the WF path or when a request is rejected are not relevant to the customer because he asks only for 1 notification. That is why the end of request notification is not relevant to us.

2. If we maintain the approve notification event for both the security team and IT managers, when a detour occurs the user will recieve 2 diffrent notifications for both stages. This is also not relevant and does not support the process since when he recieves the approve notification from the security team his request is still not approved and is only approved when the IT managers submit the request so the notification is misleading.

We are looking for a way that the user will recieve only 1 notification at the end of the request (sometimes when detour occurs from the IT managers and when it does not occur from the security team).

Regards,

Shira