Summary of Customer Portal event and publication setup

The table in this section provides a summary of workflow event handler and publication setup for event notifications. It also shows how messages are triggered and to whom they are sent.

For multi-site implementations, setup is required in all sites.

For more information, see back office online help topics, including "About Publications, Categories, Subscribers, and Key Values" and "About Workflow Event Handlers."

For notification of: Setup tasks/triggers Messages are sent to: Rich-HTML email is available
Interactions from back office users to portal users Activate workflow event handler:

Alert C Portal Users of New Inter

Subscribe portal users to publication:

CPVendorInteractionAlert

Triggered:

When a back office user adds and saves a note on the Customer Interactions form, Conversations tab, with the Alert Subscriber check box selected.

 Portal users* Yes
Shipped orders Activate workflow event handler:

Alert on Order Shipping

Subscribe portal users to publication:

OrderShippingAlert

Triggered:

When an order is shipped in the back office, with an event trigger for the Alert on Order Shipping workflow event handler.

 Portal users* Yes
Interactions from portal users to back office users Activate workflow event handler:

Alert Back Office Users of C Interaction

Subscribe back office users to publication:

SLCustomerInteractionAlert

(For multi-site, users must be subscribed in the site for which they are responsible and in the Primary Site.)

Triggered:

When a Customer Portal user submits interactions on the Interactions page.

 Back office users No
New customer documents added in the back office Activate workflow event handler:

Alert Users of a New Customer Document

Subscribe back office and portal users to publication:

CustomerDocumentUploadAlert

Triggered:

When a back office user adds a document on the Attached Documents form.

Back office and portal users* Yes
New customer documents added on the portal Activate workflow event handler:

Alert Users of a New C-Portal Document

Subscribe back office users to publication:

CustomerDocumentUploadAlert

Triggered:

When a Customer Portal user adds a document on the Documents page.

 Back office users No
New customers created on the portal Activate workflow event handler:

N/A††

Uses CustomerPortalCreateCustomerSp.

Subscribe back office users to publication:

NewCustomerCreatedAlert

See back office online help for Key Value information.

Triggered:

When a customer registers on the Customer Portal.

For resellers, this is triggered when a customer registers himself or herself on a Customer Portal site that they accessed using a reseller’s redirect link, or when a reseller uses the Reseller Portal to register a customer.

 Back office and portal users** No
Incidents entered on the portal Activate workflow event handler:

Notify Portal Incident Created

Subscribe back office users to publication:

PortalIncidentAlert

Triggered:

When a Customer Portal or Reseller Portal user submits an incident on the Service Incidents page.

 Back office and portal users** Yes
RMA requests entered on the portal Activate workflow event handler:

Notify Portal RMA Request Created

Subscribe user to publication:

N/A††

Uses the SharepointRMARequestCreatedManagerID event global constant.

Triggered:

When a Customer Portal user submits an RMA request on the Returns page.

 Back office and portal users Yes
Portal RMA requests approved in the back office Activate workflow event handler:

Notify Portal RMA Approved

Subscribe user to publication:

N/A††

Triggered:

When a back office user changes the status of a portal user’s RMA to Opened, on the RMAs form.

Portal users Yes
Portal RMA requests rejected in the back office Activate workflow event handler:

Notify Portal RMA Rejected

Subscribe user to publication:

N/A††

Triggered:

When a back office user changes the status of a portal user’s RMA to Stopped, on the RMAs form.

 Portal users Yes
Units registered on the portal Activate workflow event handler:

Notify Portal Unit Registration Created

Subscribe back office users to publication:

PortalUnitRegistrationAlert

Triggered:

When a Customer Portal user registers a unit on the Unit Registration page.

Back office and portal users† Yes
Unit registrations approved in the back office Activate workflow event handler:

Notify Portal Unit Registration Approval

Subscribe user to publication:

N/A†

Triggered:

When a back office user posts the unit registration on the Unit Registration Posting form.

 Portal users Yes
Unit registrations rejected in the back office Activate workflow event handler:

Notify Portal Unit Registration Reject

Subscribe user to publication:

N/A†

Triggered:

When a back office user rejects the unit registration on the Unit Registration Posting form.

 Portal users Yes
Orders placed on the portal (order verification) Activate workflow event handler:

N/A††

Subscribe back office and portal users to publication:

PortalOrderReceivedAlert

See back office online help for Key Value information.

Triggered:

When a Customer Portal user submits an order on the Place Order page.

For resellers, this is triggered when a customer who is associated with the reseller submits an order on the Customer Portal or when a reseller uses the Reseller Portal to place an order for a selected customer.

 Back office and portal users Yes
Portal orders placed with request date before due date Activate workflow event handler:

N/A††

Subscribe back office users to publication:

PortalOrderRequestDateBeforeDueDateAlert

Your portal must also be set up to calculate expected ship dates for items ordered. APS must be installed and activated on the APS Mode form, and the APS database and ports must be up and running.

Triggered:

When a Customer Portal user submits an order on the Place Order page, and the requested date is before the due date.

Back office users No
Customer orders created on the portal for consigned inventory Activate workflow event handler:

N/A††

Uses Event_ConsignmentCoCreationNotifySp.

Subscribe user to publication:

N/A††

Uses the PortalCoCreatedManagerID event global constant.

Triggered:

When a Customer Portal user submits an order for consigned inventory on the Consigned Inventory page.

 Back office and portal users Yes
The quantity of a portal user’s consigned inventory has gone above or below set limits Activate workflow event handler:

N/A††

Uses Event_ConsignmentWhseOnHandUpdateSp.

Subscribe portal users to publication:

CPConsignedInvLevelAlert

Triggered:

When a Customer Portal user submits an order for consigned inventory on the Consigned Inventory page, and the order causes consigned inventory to go below the minimum or above the maximum value as specified on the Item/Warehouse form.

 Portal users* Yes
Announcements or promotions sent from the back office to portal users Activate workflow event handler:

N/A††

Subscribe portal users to publication:

SpecialPromotionsAnnouncements

Triggered:

When a back office user sends a broadcast announcement using the Communications Wizard form.

Portal users* No
A new user added on the portal and/or a user submitting an order, but there is no default tax code record associated with the user’s ship-to address Activate workflow event handler:

N/A††

Subscribe back office users to publication:

TaxCodeEvaluationAlert

Triggered:

When a new user is registered on the Customer Portal, or when a Customer Portal user submits an order, but the specified shipping address cannot be matched to a default tax code record on the Address Tax Code Defaults form.

Back office users No

* Portal users can subscribe or unsubscribe using a check box on the portal Account Management page.

** Portal users do not have to be subscribed to the alert for these events. They receive email confirmation if Send Email Notification is set and their email address is provided.

† Portal users do not have to be subscribed to an alert for these events. They receive email confirmation based on the email address specified when registering a unit from the portal.

††No event handler and/or publication is associated with these events. C# classes, IDO methods, and global constants are used to send messages for some events. Notification is sent to portal users if Send Email Notification is set for them and their email address is provided.

Note: Most messages in the table are sent only if the Send Email Notification or Send Event Notifications option is set on user records; however, messages for these events are sent whether or not that option is selected:
  • RMA requests entered on the portal
  • Portal RMA requests approved in the back office
  • Portal RMA requests rejected in the back office
  • Units registered on the portal (This applies to portal users only; back office user notification is based on the Send Event Notifications option.)
  • Unit registrations approved in the back office
  • Unit registrations rejected in the back office