We have several processes which involve creating a document that is then printed and sent to a customer (or emailed via PDF). In doing this it emails the requester that the form was created. We additionally need to move the file out of the ticket and into a third party document storage system (I’ve automated this via Powershell script).
Given this use case, notifying the requester of ticket generation is not needed. Additionally, if it could be attached via Service item attachment instead of as a conversation that would clean up retrieving the file from the
Additionally, being able to customize the file name on output would be nice. It appears that all templates follow the naming convention below. The ability to specify the name using placeholder values, just as with other items, would be huge. In my use cases, I’m able to change the file name via an existing powershell script that gets the attachment out of the conversation automatically and moves it to a UNC Path, but it would be one more thing to improve the user experience (Example: Employee verification that uses employee ID instead of name, etc) in other use cases as well.
Current file output naming template: (Template name)_(Requester first name)_(Requester Last name)_V#.pdf
Thoughts