[steven_stewart]

Hey Guys,

Back for more help I am still building out our IT HelpDesk Ticketing system and I am having a hard time wrapping my head around this one. I need the system to send an email when a CHILD record is added (the notes are added as child-records to allow the end user to submit a note via the online form). Essentially, at the end of the day I want the system to send an email to the IT Staff person assigned and change the case status to Open-Updated (custom status) but I am not certain what to trigger it off of. I’m not certain how to start this workflow. My apologies if I am missing something simple. I mean I could do an after submit on the child-record it self, but then how would I update the case status on the parent record based on the submission of a child record. I think I am going about this wrong, any thoughts are greatly appreciated! Thanks in advance!
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[carl.billings]

Ever consider search results to trigger this? Each additional child record would add to the search results triggering your response

[k_dunc]

Hi Steven,

Your Child record is still a Custom Record though isn’t it? If so, then upon creation of a new note (Child record), then you can send your email After Submit. Also after Submit, (in your Workflow), you may need to use a Workflow Action Script to update the Parent record.

[steven_stewart]

K_Dunc, I have the email working now! Thanks for the response. If you have time, what would that script look like? Would it be a complex script? I’m still trying to learn the straight scripting side of this. Thanks in advance.

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