I'm creating a workflow to use as a backup for our helpdesks primary reporting program. I've created 3 workflows, one to notify the user their ticket has been received, one that SHOULD run only when a certain data field is changed to notify the group that needs to process the ticket, and another to notify the user their issue has closed. They all work, just not quite the way I want them to. The notification of ticket receipt works perfectly, it runs once when the item is created and doesn't continue sending e-mails.
The problem is that the workflow used to notify a group that a ticket needs to be processed runs anytime something is modified, not when a particular field is modified. For instance lets say a ticket comes in and the receipt notification has gone out. Someone goes in and changes the group the item is assigned to to XXXX and changes the status to in process. An e-mail will go out to the user saying that their ticket is being worked on and an e-mail will go out to the group that the ticket is assigned to letting them know that they have something to work on. Things are going great! Then, Someone changes the status from in process to closed. What I would LIKE to happen is an e-mail goes out only to the user letting them know that their issue has been resolved. What ACTUALLY happens is an e-mail goes out to the user AND another notification goes out to the same group who was working on the ticket again saying that they have something to work on. I could set it up so the workflow only runs one time, however in the event several departments needs to touch one item, I need each department that is assigned the ticket to recieve notification that it has been assigned to them.
Is there a way to set this up so that if the assigned to group remains the same, no e-mail goes out? For instance the task has been assigned to XXXX, they received their initial notification that they have a ticket to work on, and they have the status set to in process. They finish the ticket, set the status to closed, which should trigger the workflow to send the e-mail only to the user. I need the assignment workflow to run ONLY if it changes from XXXX to YYYYY, not every time something is modified.
I hope I explained this well, as you can probably tell I'm very new to Nintex (workflows in general if we're being honest,) and would really appreciate any guidance you can offer.
Thanks,
Matt