Task Completion email issue

[shivmano]

Hi Team,

It is observed whenever for any application New Account along with entitlement is requested and approved and when the new account and add access task is processed together, the task completion email is received only for the new account task and not for add access task. even though, both new account and add access task completion email is added at endpoint level. During modify request for just an add access request, we are receiving the task completion email. 

Please can you help us understand why this behavior is observed and what could be done to address the issue ? This is observed across any application where a new account and entitlement is requested together

[nimitdave]

@shivmano , this is expected behavior. System will trigger only one email per request. It will pick new account task on priority if present, else will pick any one of the add access tasks present. 

This is done to avoid multiple emails for same request to the user.

[shivmano]

@nimitdave thank you for the response. This behavior could be a concern from end users perspective when entitlement is made mandatory as well as there is a different call for creating a new account in the target application. In such scenarios we will need to have a way to communicate to user that the access has been granted successfully that they requested. 

Is there a way to print the entitlement in the new account's task completion email when a new account is requested along with the entitlement ? 

[shivmano]

@nimitdave / Team - regarding the above issue, I have tried using the ${entitlementshtmltablerows} variable in the task completion email but that does not seem to be allowed for use in task completion email. 

I have also tried running the provisioning job in a trigger chain sequence with the first provisioning job only processing the new account task and the 2nd one processing the add access task. In this case, the 2nd job is not being triggered and is being ignored. 

Can you please advise if there is any other alternative that can be put in place here?