Need to set up a workflow based on tickets

NikkiOno

I am trying to set up a workflow to send an email when the criteria on a smartsheet has been fully completed.

Example:

Customers name is Nikki Ono and all 5 of her items are completed. The items are listed on separated rows with separate ticket numbers and each have a "ticket # of" (1 of 5, 2 of 5, 3 of 5, etc.). Once all 5 items are completed, then I would like the customer to be notified to come and pick up the items. If it is just 1 of 1 or 1/1, that's easy but I cannot figure out how to have it search to see if all 5 items are completed and ready for pickup.

Scott Peters

Hi @NikkiOno - Would it be possible to group these tickets together, under a parent row? You could use index(successors and a status field to automatically calculate a status of the parent 'ticket', and then fire the automation from that parent row?

That's just one idea, I'm sure there are other creative folks here with alternate ideas.

NikkiOno

@Scott Peters I am not sure I understand. How would the sheet know which is the parent row? I was thinking using the two part form submission but then it gets too messy and confusing for the staff on our end.

Scott Peters

Your sheet would look something like this:

As requests come in, a user might need to drag a new row up under the parent ticket, and then indent it to make it a child row. Your Ticket # column might need some updated logic to become a column formula.

We find this works best because not every request from the same user/customer should be lumped together. You will want discretion over whether to group things like this or not depending on what they need and when they need it

NikkiOno

@Scott Peters Ok, I understand. I was hoping for it to be more automated as far as users on our end. This is something someone from our team would need to manage for sure. Thanks so much for the quick responses!