Configuring the email confirmation for case data delivery
Employees can receive a confirmation message when a case is submitted or updated and the topic is configured with a designated email address.
- Log in as CMsetup administrator.
- Select Administration > Case Management Admin > Populations.
- Select a population to configure.
- Click Properties.
- Locate the Email Confirmation Messages section.
- For agent cases with a designated email address, specify this information:
Note: The fields contain default text, which you can customize to better align with your business requirements.
- New Cases-Email Sent
- Specify the text to show when an agent creates a case using a topic with an email address and the email is successfully sent.
- Existing Cases-Email Sent
- Specify the text to show when an agent updates an existing case to a topic with an email address and the email is successfully sent.
- For agent cases without a designated email address, specify this information:
- New Cases-No Email Sent
- Specify the text to show when an agent creates a case using a topic with an email address but the employee profile lacks a valid email. Without a valid email address, the case is created but no email is sent.
- Existing Cases-No Email Sent
- Specify the text to show when an agent updates a case to a topic with an email address but the employee profile lacks a valid email. Without a valid email address, the case is created but no email is sent.
- For Ask HR cases with a designated email address, specify this information:
- New Cases-Email Sent
- Specify the text to show when an employee submits a case in Ask HR using a topic with an email address. The request is emailed and no case is created.
- Existing Cases-Email Sent
- Specify the text to show when an employee updates a case in Ask HR using a topic with an email address. The request is emailed and no case is created.
- Click Update.
Note: To verify email activity, navigate to Analytics and Reports > Other Reports > Topic Email Log. Case No. is only displayed for emails sent from within Case Management. If Case No. is blank, the email was sent from Ask HR.
To configure notifications that inform employees when a request is sent by email based on a topic, you can enable and edit the notifications named Submitted Using Email Topic and Updated To Email Topic. These notifications are disabled by default.