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At Norfolk probably like many of you we use tasks on Service Requests for internal workings to fulfil the SR.  Whilst our staff have been communicated to the importance of using the Service Request ‘S’ for any communications with the Affected User there are times when they forget and will take the Waiting Customer Input action (which triggers an email to the Affected User with the task ref).  So ideally we would like the ability to only show the Waiting Customer Input Action on Service Requests and not tasks (not sure this is possible though).  We could obviously stop the email but its a bit of a catch 22 as at least the Customer knows we are trying to get hold of them, even if the Task Reference has no meaning to them. 

 

Just looking for an innovative ideas or others ways of working that are out there

I’m actually interested to hear how many customers allow for email notifications to generate to contact users on task events. We don’t allow for those notifications to send on tasks to reduce contact user confusion as you stated can/will occur.

Hi Rob, 

As far as I am aware it’s not currently possible to restrict action types on an event type basis - I’d encourage you to check the ideas area to see if this has already been suggested and attach your interest to that idea, if it’s not been logged raise a new idea.

Thinking about it from an email notification perspective is there perhaps something you could do with the email rule to catch any Waiting Customer Input actions taken on tasks and then automatically adjust the email template used to use the parent event’s details instead? 

for example

IF action type = Waiting User Input
AND event type = task
THEN use parent event chase up template
ELSE use event chase up template

Obviously depends how you’re triggering the email notification, if it’s via action processor then there’s a good chance some logic could be built in to catch the scenario above.

Cheers,
Robert

Most customers don’t send out emails for tasks other than notifying contact users that a decision task has been assigned to them. (Managers approving requests for example).

 

Typically the rules in the Action Processor are setup to exclude tasks by only sending for Incidents, Service Requests or Changes.

 

 

 

 

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