Save generated documents from service item without having to email requester

Hi Jack,

I’m Sandeep, product manager from Freshservice and I take care of the document generation use cases. Thanks for sharing your feedback.

Would it be sufficient if the “Generate document” and “Send document to requester” are broken down into 2 separate actions? This will enable you to generate the document, which can be viewed in the ticket attachments and not send it to requester. The document can be sent to requester if needed, else that step can be skipped. Is there a specific reason to add this document as part of a private note? 

Also, can you please explain a little bit more about the next steps after the document is generated. Do you fill a service catalog item in Freshservice based on the information in this document or do you fill a form in some other application to which this document is attached? I’m trying to understand if there is a way to simplify this workflow for you.

Thanks,

Sandeep

Hi Sandeep, 

Thank you for your response. If they were separate actions that would be great. 

In our use case, we have a supplier that we have to send an order form to. Our catalogue item offers the service to our staff, they fill out details like address and contact details etc. Which would then fill in those sections of the order form in the generate tool. We would then take the form, sign it and send it to our supplier. Who then provide us updates that we feed back to the requester.

It wouldn’t necessarily need to be in a private note. But we can have a step that just generates the form without having to send it. That would be perfect for us. 

Thanks,

Jack

Thanks Jack, this is helpful information.  I’m reviewing this requirement along with a few others. You’ll hear from me once I have an update.