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Help Desk Email Problem

  Asked By: Melissa    Date: Oct 24    Category: MOSS    Views: 4838

I installed MS Help Desk and have created a couple work flows that send email.
The one I cannot figure out is how to send an email notification to the new
"assigned to" rep when the "assigned to" field changes. Is this even possible?



4 Answers Found

Answer #1    Answered By: Indu Raj     Answered On: Oct 24

Can anyone out there help me? I have SharePoint Designer 2007. I was able to
create a workflow to send an email to the AssignedTo rep, but the email got send
when ANYTHING changed instead of just when the AssignedTo changed. I think this
may be difficult because the workflow runs after the event and there may be no
way to determine what the AssignedTo value was before.

Answer #2    Answered By: Khushi Srivastava     Answered On: Oct 24

Oh, so you want to send *only* when that field changes. In that case, I
suggest creating an extra field called "old assigned" or something to that
effect. If OldAssigned does not equal AssignedTo, then (1) send an email to
the new AssignedTo value, and (2) set the OldAssigned field to the new
AssignedTo value. The workflow will run twice for each assignment change,
but the second run will end without changing anything.

Answer #3    Answered By: Arti Patel     Answered On: Oct 24

I guess it takes a bit for a moderated post to get through :). Great minds
think alike!

Answer #4    Answered By: Claire May     Answered On: Oct 24

My experience with WF is as of yet not very extensive. I know how easily this
can be done with a custom event receiver. I assume the following could be done
with out of the box workflow...

1. Create a hidden field named "LastAssignedTo".
2. Create a workflow that fires when an item is created. Have it store the
AssignedTo value in the LastAssignedTo column.
2. Create a workflow that fires when an item is updated. Have it compare the
AssignedTo field with the LastAssignedTo field, and if it is not the same, then
email the new person. Then the WF should update the hidden field with the
current assigned to value.

Let me know if it works out...

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