Overview

In this section, you will find information about:

  • The assignee notification
  • The processor notification
  • The resolution status

 

 

Concerned profiles:

     ALL

Table of content

 

Step By Step

Assignee Notification

• As defined previously, David assigned an Originator and Notified user to the Customer Request and the rules will assign the Approver and the Processor Users or Group of Users. These different assignees are the persons that are in charge of part of the Customer Request.


• Once John has approved the Customer Request, the Status is updated to Approved

 

• The person in charge is notified by an email. A notification flow sends an email to the appropriate assignee to inform him/her that the status was changed and that further

• These notifications are meant for users who need to take action on the Customer Request. Other users can always consult the Customer Request or the Reports if they need information on a Customer Request.


• Well Done John! The Customer Request has been Approved and a notification has been sent to the Processor (Laurie based on the GBU Rules) to inform her that she needs act on it.

Processor notification

•In order to get to the Customer Request page, Laurie can either find the Customer Request on the Case object or simply click on the Customer Request link in the notification email.

Providing an answer to the Customer Request

•The person responsible for processing the Customer Request will provide the Answer/Solution to the Customer Request in the Resolution Section using the following fields:
-Resolution Date: Date that the Answer/Solution is populated on the Customer Request.
-Resolution: Free text box to provide the full Answer/Solution to the Customer Request.
-Time Spent: Time spent (in hours) on the Customer Request Answer/Solution. The fact that it is measured in hours can be found on the help text.
•Once the Resolution Date and Resolution fields are populated by Laurie, the status is automatically changed from “Approved” to “Resolved”.

Mandatory Fields

•In order to go from the Status “Approved” to “Resolved”, the following fields have to be populated:
  • -Resolution Date
  • -Resolution
•If these fields are not populated, the user will not be able to update the Status.

•On the other hand, as seen in the previous slide, if both fields are populated, the Status will automatically change from “Approved” to “Resolved” once the Customer Request is saved.

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