auto-notifications w/ work rule

[jnkasik]

Can anyone help with this business case? I have created numerous work flows for our support cases. Whenever we change a status on a case, an email trigger automatically sends out a notification to the customer letting them know the new status of the case and provides additional information.  In some situations, however, we may need to change the status of a case, but we don't want the notification to go back out. (For example, if we put a ticket in customer action and we get an out of office reply, it automatically changes the status to customer response. However, the ticket needs to be put back in customer action).

My idea was to create a checkbox under the status field that says "send notification to contact" and have the default be checked. However, when we don't want to send the notification, we'd uncheck the box. I do not know how to tie this in w/ the workflows and associate it w/ the status changes.  I am not sure if this is even the right approach to resolve our issue.

Does anyone have any ideas?  thanks!

[fredka]

I am no expert but what you are saying makes perfect sense to me and would be the way I would go about it.  especially defaulted the check box to be checked. 

Your simply adding another criteria to your workflow that the checkbox must be true for the workflow to fire... If you have a problem figuring out the checkbox, use a picklist with yes and no as options.

Fred