Inactivity Monitor for Case table

[Heverton1]

Problem

We're experiencing an issue with triggering the Inactivity Monitor and sending a provider notification to the user for CASES.

A question was raised in the internal chat: Has anyone worked on creating an Inactivity Monitor for the Case table,  that sends a provider notification?

The root of the problem appears to be that, while configuring the provider notification and setting the trigger to an event, the event generated by the Inactivity Monitor does not appear in the event options for the Case table.

Solution

1. Create the Inactivity Monitor for the sn_customerservice_case table.

2. Validate that sn_customerservice_case.inactivity is being triggered: go to All > System Logs > Events and look for sn_customerservice_case.inactivity.

3. Create a new event for the case inactivity monitor: go to All > System Policy > Events > Registry.

   • Set the event name as the name of the event from step 2. The ‘Event name’ field will be auto populated so you’ll need to use sn_utils to update the event name.
   • Once updated to sn_customerservice_case.inactivity, save the record and copy the event name.
4. Configure your provider notification:
   • Go to the When to send tab.
   • Set Trigger field to *Event; *Event field to sn_customerservice_case.inactivity.
   • The Table field should populate automatically.
   • Make sure to add ‘Who’ will receive the notification and the content on the related list.