How to trigger notification based on priority on case level

[Ramya Neelam1]

Hi 

I want to generate a notification to a contact on the case record when case is opened based on Priority of the case record. Currently when a new case is inserted by default, priority is being set to P3 and I want to send different notification when priroty is changed to p4,p1/p2 and p3. Here issue is by default system is setting priority to p3, how can I send notification for P3? Any help please.

[Allen Andreas]

Hi,

You can create a notification on the case table and set it to send when "record is inserted or updated" and then check ONLY the "inserted" checkbox. Additionally, set the condition that the priority is 3. This will send whenever a case is created and the priority is 3, which you've said happens by default, so that notification would be sent right away. If you have specific verbiage for that first notification about it being a P3, then only check the inserted box, if you have the same message no matter if the record starts with a P3 and then gets changed to something else and then could come back to a P3 and you don't mind the same verbiage being sent both times, then you can ALSO check the "Updated" checkbox on the "when to send" tab instead of just the "Inserted" as I initially mentioned. That's up to you.

[Ramya Neelam1]

Thanks for your response Allen, but my issue is by default case gets created with P3 and agent can change the priority to P1/P4/P2. I have to send different verbiages for different priorities which I will be sending notification by configuring required conditions in the "when to send" tab such as when record is updated and priortiy is changed from p3 --> p4 or p3 --> p1. But if I create a notification when record is inserted and priority is p3, always this notification goes out(becasue by default case priority is being set to p3)which I don't want because agent can update it to other priorities or work with same p3 priority, but if he doesn't change this P3, in this case how can I send notification?

[Allen Andreas]

Hi,

Only you can answer that question...when does the process say the notification should be sent?

Let's think logically here, if it defaults to P3 and doesn't change...then "when"...should it be sent?

After a day? After a certain state changes? When it gets assigned? We don't know...you'd have to tell us.

We can't help you when we don't know the process here. If you know that it defaults to P3...and you don't want the notification to be sent by default...then...when should it be sent? At what point are you confident in saying...ok the agent is now "working" the ticket at a P3 priority...so now the notification can be sent?

We don't know, only you and the business knows that requirement.