Manual notifications on SR update

Hi,
I have a requirement to send Manual notifications to customer contacts whenever SR is updated from Customer support SR form.
On other events like SR creation closure etc.. notifications should fire automatically.
So it is like sending automatic notifications on few events on SR and manual notifications on other few events.
For setting up automatic notifications in SR, i am defining rules in Notifications rules ( Customer Support --> Setups --> SR --> Notification rules).
Need pointers in setting up manual notifications for SR ( Service representative should be able to send manually a notification to customer contacts that SR has been updated). Does this need customization in workflow?
PLease note that we are on Oracle Apps 11.5.10.2 and implementing Services modules like Teleservices, iSupport, etc..
Any helpful hints are appreciated.
Regards,
Mohammed

Mohammed
You can try two options:
1. You personalize the SR Screen adding an option to Tools (using special menus)-->Send Notifications to Customer Contacts. The action on this screen will use wf_notification.send to pump out the notification to your customer contact WF roles.
2. You can use SR Update business event to automatically send the notification to the SR customer contact under special conditions you want that notification to go to. The way this option differs from above one is that you have code the condition in your code where as you are doing it 'as-and-when-you-want' in the first option.
I am not aware of any standard functionality.
Thanks
Nagamohan

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