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Displaying application-specific correspondence

Suggest edit Updated on November 26, 2021

Help users more intuitively send correspondence from cases by providing correspondence prompts that are specific to the context of the current application. As a result, run-time users interact with a relevant list of available correspondence templates, such as templated email messages, so that they can send correspondence faster.

You can mark correspondence as a top-level correspondence rule so that the application prompts this correspondence at run time. By default, applications prompt all top-level correspondence rules that are available for a case through the class hierarchy.

To organize prompts in a more efficient way, create application-specific prompts. For example, in a banking application, you can create a list of correspondence templates that are specific to this application only.

  1. On a correspondence rule form, mark correspondence as top-level:
    1. In the navigation pane of Dev Studio, click Records.
    2. Expand the Process category, and then click Correspondence.
    3. In the list of correspondence instances, open the correspondence that you want to edit.
    4. On the Prompts tab, in the Top level section, select the This is a top-level correspondence rule check box.
    Result: Your application displays this correspondence at run time as a prompt.
  2. Copy the ListOfValidCorrs activity into your application ruleset:
    1. In the navigation pane of Dev Studio, click Records.
    2. Expand the Technical category, and then click Activity.
    3. In the list of activity instances, double-click the ListOfValidCorrs activity.
    4. In the form header, click Save as.
    5. In the Context section, in the Apply to field, enter your application class.
    6. In the Add to ruleset list, select your application ruleset and ruleset version.
    7. Click Create and open.
  3. Edit the ListOfValidCorrs activity:
    1. In the row of the call LookupList method, click Expand to see method parameters.
    2. In the Value field of the Action parameter, enter classgroup, as shown in the following figure:
      Editing ListOfValidCorrs activity
      Parameters in the ListOfValidCorrs activity for application
    3. Click Save.
Result: At run time, when users select a correspondence template, a list of prompts includes only top-level correspondence rules from the current application, as shown in the following example:
Correspondence prompts
A run-time list of correspondence templates.
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