Add custom 'Customer Notifications' when a request is accepted

[Davy Janssen]

Default JSD send customers an email when a request is created. We want to send the 'Request created' notification one step later when a request is accepted by our Support team.

We've made a custom workflow (as you can see in the printscreen above) and also add an event 'Request accepted' to the notification scheme. In the workflow we changed the post function as is said in the article Adding a custom event - Configuring a post function to fire the custom event

How we can add a custom rule (the created event) to the 'Customer notifications'?

Or maybe there is another way to accomplish what we want?

Thank you for any help you can offer.

[Olga Videc · Accepted solution]

Hello @Davy Janssen 

Service Desk automation 

Custome rule:

WHEN issue is created 

IF issue matches Status = Waiting for support

THEN Send an email to Customer's involved or Reporter or both you can edit email your sending

[Davy Janssen]

Thank you very much!

I've tried the custom rules before but didn't get the result i was looking for. Now it's clear.

That was easy.. :)