Workflow Notifications

The implementation of an automated notification system within a Workflow offers numerous benefits ranging from improved efficiency and communication to enhance user experience. By leveraging automation and proactive communication, organizations can streamline their workflows and optimize the management of ticket information effectively. Automation reduces the manual effort required for identifying and notifying about the system operations across the organization. The automated notification system facilitates prompt and clear communication between users/requestors, reducing delays in workflow progression. Timely notifications help organization to bring efficiency using a workflow.

The following graphic depicts the utilization of Notification Template in Workflow:

Notification Template targeting following personas to send Notification while executing a Workflow:

• End User
• Analyst

End User Notification Template

Scenario: A Workgroup Manager wants to automate the process of sending emails to the end user asking to update the missing information in the ticket.

Solution: The Workflow Designer integrates an automated system to send notifications to end users. The Notification Template is tailored to meet the requirement for updating missing field details in the ticket. This functionality streamlines communication and ensures the completeness of information within the workflow.

To achieve this, following are the steps:

1.  Create a Workflow.
2.  Trigger the Create event in the Workflow for the empty Fields in the Request. 
3.  Design the Workflow using drag and drop Notification component in the build area.
4.  Select the Medium and Notification Template tailored for End Users according to the scenario.
5.  Publish the Workflow.

Analyst Notification Template

Scenario: Helpdesk Team has a Workgroup that gets flooded with many requests on day to day basis. To bring in efficiency in their process they need a Workflow management system.

Solution: The Workflow Designer integrates an automated system to send notifications to analysts in the Workgroup, to whom the requests are assigned. These Notifications are sent only for high priority P1 tickets and the Notification template will contain Grids that represents the data in the tabular format. The data will constitute of Incident details that the analyst owns, it captures the bulk details that is represented in a well structured way.

To achieve this, following are the steps:

1.  Create a Workflow.
2. Trigger and Create event in the Workflow when the Priority is P1.
3.  Design the Workflow using drag and drop Notification component in the build area.
4.  Select the Medium and Notification Template tailored for Analysts that fulfills the requirement.
5.  Publish the Workflow.