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SCORCH Notificaiton Runbook ran after Importing ARO MP

Grant_FryerGrant_Fryer Customer IT Monkey ✭

Does anyone know how to get around the issue of a SCORCH Runbook running again after a update was made to a Workitem.

We have since figured out that it is because we have the monitor object set to update whilst applying a filter on the status change to resolved.

What is the best way to send Resolution Notifications to the affected user without duplicate notification going out?

Best Answer


  • Tony_CollettTony_Collett Cireson Support Super IT Monkey ✭✭✭✭✭
    Hi Grant, 

    For what you are looking for, you don't need to set up a SCORCH Runbook to fire notifications. You can do all of this with a Workflow with a criteria of 'when work item goes from Any Status to Resolved'. This will never send another notification as the criteria will not be triggered again. 

    Regarding your title, a notification would have been sent because installing ARO updates the last modified date on all Incidents and Service Requests. This is noted in the installation guide for Advanced Request Offerings. 

    Regards, Tony
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