Configure Auto-Responder for tasks other than cases

Configure the Auto-Responder feature to send helpful resources for tasks other than customer service cases.

Before you begin

Role required: admin

Perform the following tasks.

• Activate the Email Notification Script for Contextual Search Results plugin (com.snc.adv_cxs_results_email_script). For more information, see Activate a plugin.
• Set the application scope to the scope of your task table using the application picker. For more information, see Application picker.
• Verify that you have defined a search context for your task to include recommended resources in the Auto-Responder email notifications. For more information, see Define a search context.
• Verify that you have configured a table for the search context associated with your task. For more information, see Configure table for a contextual search.

Procedure

1. Configure the Notification [sysevent_email_action] table for your task to use the csm_AdvancedEmailSearchResults script.
   1. Navigate to System Notification > Notifications.
   2. Select the Notification [sysevent_email_action] table for your task.
   3. In the What will it contain related list, enter ${mail_script:csm_AdvancedEmailSearchResults} in the Message HTML field.
   4. Optional: Verify that notifications aren’t sent if there are no search results by entering the hasResults() function in the Advanced condition field of the When to send related list.
      The hasResults() function checks whether search results exist. You can use the return value of the function to avoid the system from sending an email notification if there are no search results. For more information, see Advanced conditions for email notifications.

      Tip:

      Refer to the Case auto-responder recommendations notification that uses the hasResults() function for returning the search results value. To view a notification, navigate to System Notification > Notifications.
   5. Select Update.
2. Map your task table configuration with the email notification for your task.
   1. Navigate to Contextual Search > Table Configuration.
   2. Select the task table configuration link in the Name column corresponding to the row containing the search context for your task.
      For the table that you’re configuring, be sure to do the following:

      • Train the similarity solution for the table. For more information, see Train the similarity solution for finding Auto-Responder notification content.
      • Add the similarity solution in the Additional Resource Configurations tab on the Search Context form.
   3. In the Email Configurations related list, link your task table configuration with the Notification [sysevent_email_action] table.
      • To create another email configuration for a user field, select New.
      • To edit an existing email configuration, select the preview email configuration for email notification icon (), and then in the Email Configuration window, select Open Record.
   4. On the Email Configuration form, verify the default field values for your task, or fill in the values for a custom configuration.

      Table 1. Email Configuration form

      Field	Description
      Email notification	Select the email notification for your task.
      User field	Reference field that helps narrow down the search results sent as recommended resources in Auto-Responder email notifications. For example, if you select Caller for the Incident [incident] table, the resources associated only with callers are added to the Auto-Responder email notifications. Note: This is a mandatory field for Auto-Responder. This field must be a reference field of the User table (sys_user) or tables that extend the User table.
      Limit	Maximum number of resources you want to include in the Auto-Responder email notifications for your task. The maximum allowed limit value is 20. If you enter a value more than 20, the Auto-Responder email notification includes up to 20 resources only.

   5. Update or submit the Email Configuration form.
      • For a new configuration, select Submit.
      • For an existing configuration, select Update.
3. Optional: Enable contextual search results based on text searches in addition to search results based on Predictive Intelligence to be included in Auto-Responder notifications.
   For more information, see Enable text search recommendations in Auto-Responder notifications.
4. Optional: Configure a custom portal and include advanced contextual search results in email notifications.
   For more information, see Include advanced contextual search results in Auto-Responder notifications.