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We had a similar requirement where we wanted to show replies from customers on the dashboards which I would have thought could carry over to journal notes but I am thinking aloud here -
- Create a new boolean field on ServiceReq called something like JournalNoteUpdate which is set to false by default
- Add a trigger on insert of Journal note in the journal BO to update the JournalNoteUpdate to true - you should be able to use the existing relationship
- You will also need a mechanism to remove the true flag so add some sort of button to acknowledge it as read
- On ServiceReq set a trigger to send an email when this field is set to true
You can then also use the JournalNoteUpdate field on your dashboards and in searches
2 of 2 people found this helpful
There are different approaches to this. In our case, we didn't want more email from the system, so I added a style rule to highlight records when someone other than the owner had updated it. I posted a doc showing how to do this, I think it's named "Change color display on Incident updates"
Thanks Chris. This is very helpful, much appreciated! We'll test something similar in our staging tenant.
Thanks! We did something similar in our dashboard to show items with updates made by any role other than SDA to display in GreenLabel style. We'll have to play around with this a bit more to fine tune but this is great info. Very much appreciated.
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Good advice Chris, just to add to it, you could always use a condition on that relationship so it will only trigger on 'Incoming' Email'
I hope that helps,
interesting concept to trigger on the relationship. I just tried to check that in the BR in a cloud environment. I thought, by principle, one would triger on a relationship event like "onlink" and send a template controlled on the content of the field Journal.parentlinkcategory. So if incident, send the incident template and so on. Is that the way you're pointing on?
I like the concept of utilising the parentlinkcategory to drive the various methods of what can be sent out.
I was more thinking along the lines of, instead of having the relationship triggering on every item that is connecting, only have this triggering on the items you want to see, by separating using Categories.