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Can VMware Service Manager and VMware vCloud Request Manager email the customer automatically when a call has been updated?

Purpose

Can VMware Service Manager and VMware vCloud Request Manager email the customer automatically when a call has been updated?

Resolution

There is no functionality in VMware Service Manager and VMware vCloud Request Manager that allows you to email customers automatically when a call has been updated.
 
The possibilities available in VMware Service Manager and VMware vCloud Request Manager for notifying customers of call updates include:
  • IPK Workflow Rules – It is possible to update the customer with IPK Workflow Rules, but they run only once and then are flagged as having run.
  • Portal Checkbox – There is a Customer Portal checkbox on the Actions and Solutions tab. If you select this, it adds the current update to the Customer Portal.
  • Email – You can send a manual email by clicking the email button.

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