Creating a Workflow to Claim Form Requests

  • Profile Image
    skillernv
    Asked on October 30, 2018 at 11:52 AM

    I've tried a few of the methods offered via JotForm's FAQ and tutorials—including the new workflow tool—but nothing seems to address the problem I'm trying to solve:
    Our web team would like a process by which members can claim/assign themselves requests entered via our web request form. Our ideal requirements include:

    The auto-notification email to the web team should contain each member's name, accompanied by selectable radio buttons, and a "submit" button to claim the task. Once a request is claimed, all other members of the team should receive a notification. All requests and claimants are recorded in a shared Google Drive Sheet. If a team member attempts to claim a request after another already has, they will receive a notification alerting them that it has already been claimed—including a link to the shared Google Drive folder.

    In short, we'd like this process to require as few steps as possible.

    Any help you can provide would be greatly appreciated. Thank you!

  • Profile Image
    david
    Answered on October 30, 2018 at 01:09 PM

    If I understand the process correctly, someone submits the form, then an email is sent to your team.  After that, one of the team members goes to that submission, edits the submission selecting their name and then an email is sent to the same team members to notify them someone has claimed the ticket.

    For this setup, use a notification email to send notice to your team when the form is initially submitted.  Make sure to include an edit submission link in the email:

    https://www.jotform.com/help/39-Send-Notifications-to-Multiple-Recipients

    https://www.jotform.com/help/40-How-to-Let-Users-Update-Their-Form-Submissions-at-a-Later-Date

    You could have the email be conditional so that it only sends when the claim field is empty or something similar:

    https://www.jotform.com/help/167-How-to-Send-Email-Based-on-User-s-Answer

    Then create a second email notification to send when the claim field filled.  Have the contents of that email indicate that someone has claimed the ticket.

    The only limitation I can see in the scenario would be a check to ensure the ticket isn't claimed after the initial claim.  The email chain would show whether or it has been claimed, but I can't think of anything in the form that would allow for preventing or notifying that the ticket has been claimed a second time.