In this recipe we will configure the notification of an end user if a Service Request that he/she submitted is completed.
Create a notification template as described in the Creating formatted e-mail notification templates recipe in Chapter 2, Personalizing SCSM 2012 Administration. For example, Service Request Completed Notification Template.
In the SCSM 2012 console navigate to Administration | Workflow | Configuration.
To create a Notification workflow for completed Service Requests select Service Request Event Workflow Configuration and click on Configure Workflow Rules in the Tasks pane.