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Example of a Workflow Policy Action: Creating a Send Message Broadcast Action

In this example, a service department wants to automate its notification policy for open service requests when open requests for one agent reach at least 20.

To create a Message Broadcast Action for open service requests

1. In the Workflow Policies Actions view, fill in the Actions applet fields.
   1. Create a new record in the Actions applet and enter the name of the action:

      Alert Agent of Open SRs

   2. Select a predefined workflow policy program from the Program field picklist:

      Send SR Message Broadcast

   3. Select a predefined workflow policy object from the Workflow Object field picklist:

      Service Request

2. Complete the Send Message Broadcast Arguments form using message arguments and typing in static text.
   1. Enter text in Abstract:

      You have over 20 Service Requests.

   2. Enter text in Message Template:

      You have over 20 service requests. Please review your
      service request queue.

3. Fill in the Recipients applet.
   1. Select a predefined Recipient Type from the Recipient Type field picklist:

      Send to Relative

   2. Select the Recipient Name from the Recipient Name picklist:

      SR Owner