How to notify specific people when a Request is submitted? | Community
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stan255
Level 4
December 9, 2024
Solved

How to notify specific people when a Request is submitted?

  • December 9, 2024
  • 1 reply
  • 805 views

A simple question but I can't seem to find the right resource for this.

 

How can I send a notification to specific people or a group of people in a specific Team when a Request is submitted?

Best answer by Kurt_Jones

stan255, here's a thought that may help.  Our traffic person needs to be notified when certain types of requests come into certain parts of our queue tree (Queuetopics).  We created an approval process for her and then attached it to those queuetopic areas.  When requests come in they come in as New-pending approval, she is notified and clicks an approve button once she's reviewed the request so it moves forward into New status and can move through the rest of our process.  That assured she sees those requests that she needed to and the approval process assured her that she looked at it (we get a lot of requests in those topics daily) and didn't forget it.  As I mentioned, Fusion would be the other way to trigger a specific message to specific user based on specific request(s).

1 reply

Kurt_Jones
Community Advisor
Kurt_JonesCommunity Advisor
Community Advisor
December 10, 2024

stan255, 

There isn't a straight-forward way to do this.  Under Setup->Notifications you can set reminder emails to go to assignees or project teams but only with limited conditions which is not what you're looking for.  Under the notifications areas in a User's profile under the Action Needed space you can trigger instant or email notifications when a team receives a request, this seems closer to your ask but if you want to target a specific people (possible in different teams) this won't solve the issue.  That would leave using Fusion in which you could make note updates to specific teams or users as you need based on the requests that trigger the scenario.  Not ideal answer but this question gets raised several times a year.

    S
    stan255Author
    Level 4
    December 10, 2024

    Thanks @kurt_jones. How about adding a user to be notified when a specific Request comes in? For e.g. a user from another department submits a request for X. How can I notify user (let's call him Bob) to get notified when a request for X comes in?

    Kurt_Jones
    Community Advisor
    Kurt_JonesCommunity AdvisorAccepted solution
    Community Advisor
    December 11, 2024

    stan255, here's a thought that may help.  Our traffic person needs to be notified when certain types of requests come into certain parts of our queue tree (Queuetopics).  We created an approval process for her and then attached it to those queuetopic areas.  When requests come in they come in as New-pending approval, she is notified and clicks an approve button once she's reviewed the request so it moves forward into New status and can move through the rest of our process.  That assured she sees those requests that she needed to and the approval process assured her that she looked at it (we get a lot of requests in those topics daily) and didn't forget it.  As I mentioned, Fusion would be the other way to trigger a specific message to specific user based on specific request(s).

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