Enabling case notifications
Enable email and push notifications for a case type to communicate about service-level agreements that expired, and to highlight cases that require action. You can use push notifications for mobile devices, and email notifications for all devices that support email.
To use push notifications, install your mobile app on a device and enable push notifications in the app. For more information, see Configuring a mobile app and Setting up push notifications in a mobile app.
- In the navigation panel of Dev Studio, click Case types, and then click the case type that you want to open.
- On the Settings tab, click Notifications.
-
To enable push notifications for users on mobile devices, perform the following
actions:
-
To enable push notifications about service-level agreements that expired, select
the Enable push for goal and deadline notifications check
box.
When the service-level agreement for an assignment expires and at least one escalation action is set to notify the assignee or to notify the manager, the system sends push notifications to all devices that are logged on.
- To enable push notifications about new work assignments, select the Notify user when assignment is routed to worklist check box.
- Click Save.
-
To enable push notifications about service-level agreements that expired, select
the Enable push for goal and deadline notifications check
box.
-
To enable email notifications about new work assignments, perform the following
actions:
- Select the Email user when assignment is routed to worklist check box.
- Select whether you want to compose a custom message or use an existing one.
-
In the Subject field, enter the title of the email by
entering a string expression. You can reference property names in the title to make it more
dynamic and meaningful.
For example: "The case "+ .pyID + " has been assigned to you.".
- Click Save.
-
Ensure that you can send emails with the email account that you want to use by
clicking
and configuring the email account settings.You can send notifications from an email account named after your workpool or the Default email account.
-
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.
- Click Save.
-
The assignment was created before you set the notification policy
-
A user pulls an assignment from a work queue
-
A user transfers ownership of an assignment to another user
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The assignment is routed to the worklist of the user who is currently processing the case
Ensure that the email account in your application is configured to send emails. For more information, see Creating an email account.
You can override the notification policy at the assignment level by disabling notifications or providing a custom implementation.