Display notification when external user updates record in CSM/FSM Configurable Workspace

[j0unss]

Hi,

I would like to display a notification next to the Short Description when an external user has updated the Case form. Is this even possible in the CSM/FSM Configurable Workspace?

I've been trying to work with Highlighted Value Conditions, but so far, I'm not satisfied with what I have achieved.

Currently the condition is: Updated by is different From Assigned to User ID .and. Updated by != system, but this does not work as there are other internal users who can update records and then this notification shouldn't be on. 

Is there a way for example create a condition where Updated by has certain role or Updated by is member of certain group/class etc.?

[Maik Skoddow]

Hi @j0unss 

why don't you use the "Opened by" field for your comparison? 

Maik

[j0unss]

Hi @Maik Skoddow, 

What do you mean? I'm looking for a solution where a notification appears when an external user has updated a Case, for example, by sending an email, I don't get how Opened by could work in this use case.

-j0unss

[Maik Skoddow]

Hi @j0unss 

you wrote:

Updated by is different From Assigned to User ID .and. Updated by != system, but this does not work as there are other internal users who can update records and then this notification shouldn't be on. 

My proposal was to replace "Assign to User ID" with "Opened by User ID"

Maik

[j0unss]

Hi @Maik Skoddow 

I don't see how that Opened by would work in this scenario. If Updated by is different Opened By User ID doesn't that mean that notification works this way:

Updated by the person who opened the case (ie. contact with problem) => Notification is off

Updated by the person from the same company as the one who opened the case (for example Customer company IT Manager) => Notification is on

Updated by the person who is working with the case (our technician) => Notification is on

Updated by the other internal user (co-workers etc.) => Notification is on

What I want is something like this:

Updated by the person who opened the case (ie. contact with problem) => Notification is on

Updated by the person from the same company as the one who opened the case (for example Customer company IT Manager) => Notification is on

Updated by the person who is working with the case (our technician) => Notification is off

Updated by the other internal user (co-workers etc.) => Notification is off