Team Notification

Assign Case to Team

1. Select Team from Assign To drop-down list, by default will show the list filtered by Suggested (which is based on the Minor Category)

2. OPTIONAL: Select a pre-defined Note to add to the assign notification.

3. This pre-defined Note will be copied to the Note text area which can be modify adding more text.

Drop-down List Sources

• Assign To and the Suggested option : CUST_getSimpleWorkbaskets { MinorCategoryId: minCatId }

• Suggested Notes : DICT_getWords {CategoryPath: 'SUGGESTED_NOTES'}

Confirm Button Action

Call the rule CUST_CS_assignCase with the action 'ASSIGN'

Notification Rule

When in the rule CUST_CS_assignCase code the case is successfully assigned to the team, an email notification is send to the team using the rule CUST_CS_teamNotifyEmailFn (TeamId => v_teamid, CaseId => v_caseid)

Suggested List Configuration

• The suggested list is associated to the Minor Category.

• Here you can set the teams associated to CC Resolution and Back Office.

Team Notification Configuration

• Team Notifications - Settings - Add/Modify settings

• The minimum settings are:

  • Team

  • Letter Template

  • Email To

Letter Template Configuration

• The default template has the following bookmarks predefined

• Sample of email

[TOP]