Email Notification for HR case opened

[Anh Hong]

Hello,

I need help with creating an email notification for HR case opened to be sent out based on the following conditions:

HR case is active (manually created by HR agent)

Notification will be sent to Open for, Open by and Watch list

If the case initialed via Walk up or Phone and Closed at first contact

Notification will be sent to Open by only

No notification should be sent to ER cases

Can anyone advise me what the best way to create this notification?

Thanks,

Anh

[Ankur Bawiskar]

Hi,

Since you have recipients to be set dynamically based on the condition; I would recommend using business rule after insert on HR Case table

create event in event registry for this table

create email notification and associate the event to this notification

in the script determine the recipients and trigger the notification using gs.eventQueue('event_name', current. recipients)

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[Anh Hong]

Thanks Ankur. It's good to know that I can use the business rule for this. 

Regards,

Anh

[Sai Anna]

Hi Anh,

An easier way to handle is to create 2 notifications with different conditions

On First Notification. ( Check only Insert checkbox) -

When to Send:

     Source is not Walkup

     AND
     Source is not Phone

     AND

     Active is true

Who will Receive

Open for, Open by and Watch list

On Second Notification ( Check only Insert checkbox)

When to Send:

     Source is Walkup

     OR
     Source is Phone

     AND

     Active is true

Who will Receive

 Open by

Notifications should be on each individual COE. they are not inherited. so when you create these notifications on individual COE's. do not create it on "HR Employee Relations" Case.

or add below condition on each notification

Task Type is not   HR Employee Relations Case.

Thanks,

Sai Anna.

[Anh Hong]

Hi Sai,

This is very helpful. Thank you. 

The second notification as you recommended, it also needs the condition "And Closed at first contact" (state changes from Ready to Closed Complete). Can this be done using the State field? 

Regars,

Anh