Case Opened Notification condition

[Kohei Tominaga1]

Hi,

I am thinking to customize condition of notification for Case Open.

OOTB notification will be sent when the record is inserted, active is true, transferred from is empty and universal request is empty.

When HR agent create case in Agent workspace, the notification would be sent. This has two issues.

- The notification has no description because HR agent can update description field after the case creation.

- Employee access to Employee Center from the notification but the case is invisible because the case is draft state.

So, my requirement is

When employee submit the case from EC, the notification would be sent immediately (no change)

When HR agent submit the case from Agent Workspace and after they update state from draft to ready the notification would be sent (new requirement)

I thought that advanced condition can be used to achieve these requirement but it seems "previous" object cannot be used here???

Then do I need to create a separate notification for Case Updated from draft to Ready?

[Mark Manders]

Why not update the notification with 'state is not draft' or 'description is not empty'?

[Kohei Tominaga1]

Hi, Marks

If "state is not draft" or "description is not empty" is added to the OOTB notification, it still doesn't trigger notification for the case when the state changed from draft to ready because OOTB notification triggered only when the record is inserted.

Even if "Updated" is checked, then it will trigger notification any time HR agent update the case...

[Tanuja S]

Hi @Kohei Tominaga1 ,

You can use 'Self Service' field available in HR Case to identify if case is created from Portal or by HR Agent.

For submission via EC, Source - Self Service, Status - Draft

For submission by Source - Phone (or any source option where HR Agent will use), State changes from Draft to Ready

Hope this will be helpful.

[Kohei Tominaga1]

Yes, I reached to the conclusion that I have to create separate notifications, one for Insert from EC, the other for Update