CSM Notification

[Kri]

I have two Custom tables in CSM which receive a Cases for the Customers. I need to monitor the cases on the daily basis for each customer and if there is an drop of 40% then a notification need to be trigger. How I can achieve this?

[Robbie]

Hi @Kri,

Interesting question.

Thinking out loud, what is the purpose of the separate tables for Customer Cases on top of the base configuration? I assume they need to be specifically excluded for a particular reason or requirement?

As I'm sure you know (but in case you're not aware) - standard configuration creates all cases into one table, and it's absolutely possible to segregate data and split by customer/contact/company etc.

The reason I highlight this is becuase just so you're aware, creating tables can increase cost (depending on which module and which table they extend - always speak to your account manager to confirm)

On to you question... Do you have performance analytics (PA)? You can configure some pretty nifty reports, however logically thinking on the assumption you don't have PA, you'll need to trigger an event (which can then trigger the notification) whereby you'll have to perform a calculation of the diff between tickets created 2 days ago vs 1 day ago - the reason being you have to wait for the days to be fully complete.

You can perform this via a scheduled job to run at a required time but will look back at the tickets 2 days vs 1 day ago.

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Thanks, Robbie

[Kri]

Can you give an example?

[Kri]

@Rajesh Chopade1 @Mark Roethof  any idea on this?

[Rajesh Chopade1]

Hi @Kri 

Have you tried anything? If yes, please share it with us, and we can modify it accordingly if required.

Otherwise, I will share the sample one.

thank you