Case Notifications from Portal Cases

sravani94
Tera Contributor

‎10-12-2022 05:33 AM - edited ‎10-12-2022 09:19 AM

As an internal user that has created a case or is on the watch list for a case. i will receive notifications when my case is awaiting info and resolved. How to do it can anyone do needful

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Murthy Ch
Giga Sage

‎10-12-2022 05:38 AM

Hi @sravani94 

You can create a Notification in sysevent_email_action table with your conditions.

You can add the watchlist field like below screenshot:

MurthyCh_0-1665578276667.png

 

Hope it helps.

 

Thanks,
Murthy
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AnirudhKumar
Mega Sage

‎10-12-2022 05:40 AM

Use a flow designer for this.

The trigger with case state changes to Awaiting Info or Resolved.

The Action will be Send an Email.

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Saurav11
Kilo Patron

‎10-12-2022 05:54 AM

Hello,

 

Please do the below:-

 

Create a notification on the case table:-

 

Saurav11_0-1665579143059.png

 

In when to run do the below configuration:-

 

Saurav11_1-1665579210221.png

 

And in who will receive in user/group field put watchlist and opened by

 

Saurav11_2-1665579284682.png

 

Please mark my answer as correct based on Impact.

View solution in original post

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sravani94
Tera Contributor
In response to Saurav11

‎10-12-2022 09:17 AM

Thank you for your help. But how to restrict only internal users?

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