Configuring properties for each notification

You can enable each notification and configure the subject and body of the message. Examples are pre-populated for newly deployed client sites. Existing values are migrated for existing client sites receiving an upgrade.

You can add tokens, which are variables representing values that exist in the case at a given point in time. See About tokens.

You can style the text in the message with typefaces, type sizes, colors and treatments.

  1. Log in as CMsetup administrator.
  2. Select Administration > Case Management Admin.
  3. Click Populations.
  4. Select a population.
  5. Click Configure Notifications.
  6. Click Notifications.
  7. Select a notification.
  8. Specify this information. Note that some fields are not available for all notifications.
    Name
    The name of the notification. This name shows in various places in the application.
    Subject
    The text in the Subject field of the notification.
    Message
    The text in the body of the notification.
    Enabled
    Set to Yes to make this notification available.
    Logged
    Set to Yes to log this notification to the email history.
    Applies To
    Set to Yes to apply this notification to the tier that is indicated. For example, you may exclude Tier-1 service groups from receiving Case Submitted notifications because they regularly use the system and do not need alerts for every new case created. Instead, you can enable notifications for higher-tier agents who use the system less frequently and may need to be informed when cases are submitted to their tier.
  9. Click Update.