Hello @Thato Masingi,
Go to:
System Notification → Email → Notifications
Click New
Configure:
Field Value
Table -> Case (sn_customerservice_case or your case table)
When to send -> Insert / Update
Condition e.g., State changes to Resolved
Who will receive Case → Contact (or Opened by)
Then define the email body.
Example:
Hello ${contact.name},
Your case ${number} has been resolved.
Resolution Notes:
${close_notes}
Thank you,
Support Team
Click Save → Done.
Now it sends automatically. No Outlook needed.
If my response helped, Please mark it as helpful,
Best Regards,
Rohan
