Enabling notifications for a case type
You can enable notifications for a case type to communicate events, such as an expired service-level agreement, to users in your application. By calling attention to cases that require action, you can help users resolve cases faster.
- In the Explorer panel, click Case types, and then click the case type that you want to open.
- On the Settings tab, click Notifications.
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Enable notifications, based on the way that you communicate with users in your
application.
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To enable email notifications:
Follow these steps to notify users when they are assigned work in a case.
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Ensure that the email account in your application is configured to send emails.
You can send notifications from an email account named after your workpool or the Default email account.
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Select the Email user when assignment is routed to worklist check box.
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Customize the title of the email notification by entering a string expression in
the
Email Subject
field.
You can reference property names in the expression to make your title more dynamic.
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In the Correspondence template field, press the Down Arrow key and select a correspondence rule that defines the message body for the email notification.
Tip: To customize the message body, click the Open rule icon and change the message on the Correspondence form.
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To enable push notifications:
Follow these steps to notify users on mobile devices when they are assigned work in a case or the service-level agreement for an assignment has expired.
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Ensure that your mobile app meets all prerequisites for push notifications.
For more information, see: Requirements for goal and deadline push notifications.
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Select the Enable push for goal and deadline notifications check box.
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Select the Notify user when assignment is routed to worklist check box.
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- Click Save.