Workflow Notifications

Workflow Notifications are triggered by specific state changes or events within a business process flow (Workflow).

Trigger Points

Activity Transitions: When a workflow moves from one activity to another (e.g., from Draft to Awaiting Approval).
Assignments: Notify an analyst automatically when a task is assigned to their queue.
Approvals: Send notifications to the Requestor and Approver during various stages of the approval cycle.

Application Designers can drag the Notification Activity into a workflow and select a template from the Notification Designer library.

Practical Use Case: Automatic SLA Escalation

This pattern ensures that ticket stakeholders are proactively informed when high-priority records approach their expiration threshold.

SCENARIO

IMPLEMENTATION

Scenario: Critical P1 Incident Alert\nWhen a P1 (Critical) incident reaches 75% of its Resolution SLA without being updated, the system must notify the on-call manager and the technical lead via MS Teams and Email.

Implementation: SLA-Triggered Workflow\n1. Use the SLA Milestone Trigger activity in the workflow.\n2. Set threshold to 75%.\n3. Integrate the Notification Activity with the SymphonyAI-Critical-Escalation template.\n4. Configure dynamic recipients via the {{Technical_Lead}} and {{Manager}} context variables.

Previous Next