Everytime an analyst puts a new note in an incident, even after the check mark is set to to both original and assignee, email is not generating.
I notice that this only happen when I add a note when the status is at 'CONTACTED' (please refer to the attached process diagram).
If I were to add a note on other process, it will generate the email without any problem, because of the 'Add reminder' Action Instance.
I tried to add both an 'Automatic Action Instance' and 'Action Instance' for Notes and link them to the contacts and I get an error message saying:
"Error saving current process: A status of instances has multiple transitions leading from it that have the same primary action. Each transition from a given status in a lifeceyle must me mapped to an action with a different business function".
When I just add the 'Automatic Action Instance - Add Reminder' it will add a reminder for every action the user clicks.
If you can - How do you specify to only have the Reminder SENT when that action is a NOTE?
Note that the Action Instance 'CONTACTED' have a build in:
Create Child Incident
Again - how do I make it so that it will only send a reminder when the user Add a note?
Please let me know if you have any questions.
Process.JPG 64.1 K