Alert vs. Email Reply in Blueprint / Workflow

Alert vs. Email Reply in Blueprint / Workflow

Good evening, 

I have spent most of the day trying to figure out the best way to achieve what I believe should be a fairly simple task.

Our CRM system automatically generates a support ticket when a property compliance certificate is within 30 days of it's renewal date. The ticket due date is set to the same date as the renewal date in CRM.

I then have a blueprint which guides the agent through instructing an external contractor to carry out the renewal.

The first step in the blueprint is status "TO-DO" to status "ACKNOWLEDGED" and this is to confirm that the certificate renewal date is correct and that it is in fact due for renewal in 30 days. This is done by way of a message pop up to remind the agent to check the original document in Workdrive.

The ticket also has a lookup field for the external contractors we use. Once selected, the email address phone number and first name are populated automatically in various external contractor fields. The agent is reminded to select the correct contractor for the type of certificate that needs to be renewed. I do not seem to be able to make the contractor lookup field a validation to ensure it's done as part of the blueprint?

Once the certificate has been checked and the contractor selected, the status moves to ACKNOWLEDGED.

What I would like to happen next, is an email template be populated with the external contractors details, the information from the ticket about the certificate that needs renewing (due date etc.) and for it to automatically send to request a date for the work to be done from the contractor.

I cannot seem to do this easily because email alerts can only be sent to Contact, Agent etc. and then an "additional email address", but this is not a dynamic field and the address has to be manually typed in.

Next I have tried to use "Email Reply" instead and in the "Send to" field I have put the "External Contractor Email" field. This then sends an email reply to the ticket, but also sends it to the contractor.

All I would like to achieve here is that a ticket is created, the agent confirms it and chooses the appropriate external contractor and they are emailed automatically to ask them for a date they can do the work, but it seems like it's more complicated than it should be?

Cheers
Rich


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