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Work Order Completion - Email Notification Request (ESC Internal Maintenance)

Answered
Himanshu
  • Account name - Royal Agricultural Society of New South Wales (RAS)
  • Region - APAC
  • Client version (Enterprise) - 25.3 (Wave 4)
  • Description of the issue - Internal maintenance requests submitted via ESC (Internal Repair portal) require requesters to open Enterprise and check Work Orders manually to track their work order status. There is no automated notification to the requester when the work order is marked Completed. This leads to repeated follow-up emails/calls to the maintenance team.
    • What does the client want to do? Why do they want to do this?
    • The client wants an automatic email sent to the person who submitted the ESC maintenance request when the Work Order status is updated to Completed.
      Reason: To reduce manual chasing and help occasional Enterprise users stay informed about their request.
      • Please give a descriptive user story. Often clients want to solve a problem by doing X. If we know the problem, sometimes it can be solved via Y.
        • As a requester, I want to receive an email when my maintenance work order is completed,
          so that I don’t need to log into Enterprise or contact maintenance to check status.
  • What you've already tried or suggested. Why does this not work?
    • Existing process requires requesters to manually check the Work Order screen.
    • Maintenance coordinator prints Work Orders, updates status to In Progress and Completed - but no email notification is generated.
  • Business impact if not resolved
    • Frequent follow‑ups to maintenance team (“Is my job done?”).
    • Confusion for users who do not regularly access Enterprise.
    • Operational noise and unnecessary delays.
    • Not a blocker, but an improvement that removes inefficiency
  • Attach relevant files (such as screenshots)
  • Links to articles where you've looked for solutions and also other steps you've taken to research the issue.

Any thoughts on how we could notify users! Thanks

Comments

5 comments

Date Votes
  • Seth Halvaksz

    Himanshu, I know there are limitations of notifications in our public-facing applications.

    Can you tag some of your colleagues to see how they have solved this. In many cases I believe it is a tech services engagement.

  • Himanshu

    Cheers Seth. This is for backoffice where we would like to notify a user once the work order is completed as a notification email. I was inclined to think that workflow builder could do that, Victor Nogales Junior - would you be able to confirm please since i've been unable to get my hands on workflow builder. Customer would like to use standard or baked in functionality where possible. If this is not possible, i'll seek technical guidance.

    Laura de Jong Katie Eisenbath  - checking to see if you would have heard requests similar to this.

  • Victor Nogales Junior

    Hi Himanshu,

    I took a look at Enterprise and it appears there’s a webhook trigger for Work Orders: “Work Order Updated.” If this webhook fires when a Work Order is completed, then Workflow Builder looks promising for this use case.

    That said, I haven’t tested it. So, while it looks promising, I can’t confirm with certainty that it will support this use case at launch.
    Thanks,
    Victor.

  • Himanshu

    Thanks Victor, would you recommend we hold onto this until WF Builder is available for general release! Appreciate your input as always

  • Victor Nogales Junior

    Yes, I would hold it until GA.

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