[dobovedo]

I need to create a Workflow that sends emails based on the status of a few custom checkbox fields on the Customer record. If X checkbox is checked, send X email template. If Y checkbox is checked… etc. That part is easy enough.

Here’s where I’m stuck: the email should ONLY be sent to the associated Contact where the Role = “Group Leader” which is a custom list value that we use. (note: this is not the NS User Role)

I can’t find any way thru either a Customer workflow OR a Contact workflow to access the Role field.

Am I missing something? This seems like it should be an extremely easy thing to do.
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[k_dunc]

Hi dobovedo, what sort of Custom Field / List is this ‘Role’ list? How have you created it? Is it a Custom Entity Field? If so, what Entity types is it linked to – Customer or Contact etc.? Once we know that, we then know where you should be looking to access this Role field in your Workflow.

[dobovedo]

Thanks for the reply. To clarify… I am referring to a custom value in a standard NS sublist. Contact Role is under: Setup > Sales > Setup Tasks > CRM Lists

The value in question is “Group Leader” (in our instance it is a list value ID of 1), which is associated with an external system that is of our own design and set via Web Services.

I did find an alternative/workaround to my issue which is to use a Saved Search to set criteria where Contact Role = “Group Leader” (ie.. “1”), but I’d much prefer to have the Contact Role be exposed in Contact and/or Customer related Workflows, assuming it is possible but I’m lacking knowledge.

[carl.billings]

First thought is this could be a scheduled Search for contacts but the criteria would hone in on those custom fields on the customer record. search those contacts that are group leader and go from there

[j.j]

Contact role is not related to contact or customer but its related to the point where both meet. eg the same contact can be group leader for one customer and team manager for another or even Purchase manager for another vendor.

so this supports multi relation for the same contact to different entities with different roles.

[dobovedo]

So I managed to get a working solution using multiple workflows running off scheduled searches. A scheduled workflow first evaluates the values custom fields set on the Customer record and sets “alert” checkboxes on the Customer record. A second workflow uses a Contact search to Send Email to Group Leaders where the various checkboxes on their related Customer records. A third scheduled workflow runs last and clears checkboxes on the Customer records if the Group Leader hasn’t been contacted in X number of days. This last one basically ‘resets’ the conditions so we can contact the Group Leader again in the future.

Sandbox testing went perfectly last Friday. Now waiting on some feedback from other stakeholders before I go live with it.

Thanks for the replies!

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