Rebecca, You'll have to find a happy or not so happy medium here. You've already done the first step of creating the request on submit from the fulfillment apps. On creation, whether it be from SRM or the other modules, I like to only send the notification for the SRM request. This means turning off the notifications for the creation emails of the other requests. Then, you're left with the "life cycle" emails of the fulfillment requests which send out their own notifications. For this, I've left alone the INC and CRQ numbers and accepted that these will be included. However, I modified the notifications to have the following label, "REQ# (if applicable)" Then, of course, I modified the filter for the notifications to include the req #. What this does is arm the customer with all the information instead of parts of the request process and cut down on the initial onslaught of notifications during creation.
Sent from my iPhone > On Jun 11, 2014, at 5:17 PM, "Boyd, Rebecca" <boy...@wfu.edu> wrote: > > ** > "Create Request on Submit*" is already set to Yes. Requests are being created. > > My question is more along the lines of 1)What kind of a tracking # to supply > to customers and 2) Using email to communicate with customers. I want the > tracking #s in the email notifications to be consistent with the tracking # > they see in SRM. That includes using the "Email System" function which > defaults to the INC or CRQ #. > > > > >> On Wed, Jun 11, 2014 at 4:41 PM, Marcelo Martinez <marc...@cpchem.com> wrote: >> Sorry for my prev post. I tried to send a pic with the post >> >> Check out your incident rules and change rules >> App Admin Console>Custom Configuration> Incident Mgmt> Advanced Options>Rules >> Same for Change Rules. >> Set these to “yes” if you wish for them to get the REQ # instead of the >> INC/CHG #. This will create a request for every INC/CHG and they will be >> able to track their REQs in SRM. >> Note: you may have to modify the outgoing email and exclude fields/data you >> don’t use (or use). >> >> Also, your IT people should be able to search for REQ# from within the INC >> ticket or CHG ticket. Look under “Additional Search” tab. >> >> _______________________________________________________________________________ >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> "Where the Answers Are, and have been for 20 years" > > > > -- > Rebecca Boyd > Application Administrator > Wake Forest University > _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
