HR Case Commented Notifications & Watchlist Users
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‎05-22-2025 08:17 AM
Hello, wondering if someone else has had similar experience to this & idea on how to proceed. Currently, when an employee replies to a HR Case comment notification via email, we have send to event creator unchecked to stop the platform from sending back a case comment notification (since they don't need notification on what they just commented). However, anyone they've CC'd / whoever is in watch list still receives another comment notification anyway - so, the CC'd / watchlist users are being doubly notified. Has anyone ran into this before & has ideas? Thank you!
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Human Resources Service Delivery
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‎05-23-2025 05:58 AM - edited ‎05-23-2025 06:00 AM
Hello @maxstnr,
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Business Rule:A business rule can be configured to trigger when a comment is added to an HR case record. The business rule can check for changes in the "Additional Comments" field (or whichever field you're using for comments).
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Event:Alternatively, you can create a custom event that is triggered when a comment is added. This event can then be used to fire the notification.
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Notification Definition:Create a new notification or modify an existing one to include users on the watchlist.
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Recipients:Specify the recipients as the users on the watchlist for the HR case. You can achieve this by using the "Watchlist" field on the HR case record.
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Message:Compose the message for the notification, including information about the comment and the HR case. You can use variables within the message to personalize it for each recipient.
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Triggering Condition:Ensure that the notification is triggered by the business rule or event you set up in step 1.
- HR Agent adds a comment to an HR case.
- A business rule (or event) triggers, detecting the new comment.
- The pre-configured notification is triggered.
- The notification is sent to all users on the watchlist for that specific HR case.
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Watchlist Field:Ensure the "Watchlist" field is correctly configured and populated on the HR case record.
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Recipients:Verify that the notification is configured to send to the correct recipients (the users on the watchlist).
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Message:Make sure the message is clear and concise, providing the necessary information to the recipients.
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Testing:Thoroughly test the notification process to ensure it functions as expected.
OR refer to the link below:
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Thanks & Regards,
Abbas Shaik