We would like to set up some workflows to have an approval when certain Service Items are requested.
The event to trigger the workflow when someone requests the item “new Mailbox” that I tried to use is “Requested Item added is”.
Now we got aware that this workflow is only triggered when the item is added manually by an agent to the service request, not when the ticket is created in the first place, even though the same “item added” entry is displayed in the Activities log.
This is really confusing, and I would therefore suggest changing the name of event and the respective activity log entry, to make clear that the first log entry stands for an item added by the service request and the second one for a manually added item.
In addition, which events should I use in the workflow Automator to trigger the workflow in both cases, when the item is requested by an Service Request or when the item is added manually by an agent?
Best answer by Ammar KBView original