Workflow Action - Send Mail to Service Request Fields > Custom Fields

  • 17 March 2022
  • 2 replies

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Hello together, 

we currently working more and more with the Workflow Automator and want to set up some workflows for service requests where an approval mail is sent automatically.

Here we stumbled across the option for Service Request Fields in the “Send Approval mail to”- Action .

When clicking on that a new window “Custom Fields” appears, allowing to search for Service Items. However, regardless of the selected item, no Fields were found. We also created a Service Item called test and added every available custom field to it, but also for this item no Field is shown in the Send to Workflow Action:

Does anyone know what this option is used for?



Best answer by Aravindsrihari 18 March 2022, 12:47

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HI @m.rieder ,

Good day!

You can use only the dropdown and multi-dropdown fields in Workflow Automator provided if you have selected the data source for that custom field. For the Send Approval mail action to work, custom service item fields should have at least one of these data sources(Agents, All Users and requesters ) mapped, because only these fields have Emails of users as their Look-up IDs.


You can search for the item in the Search by field and select the Service item’s custom field.



Aravindsrihari B V.

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Thanks @Aravindsrihari for your answer. That makes sense.