Sending an Automatic Notification to Customers and Primary Assignees

Aptify provides two sample process flows that illustrate how to send automated messages to customers and primary assignees when a new Case is created or an existing case is reassigned.

Note that these sample process flows are linked to Event Handlers that are disabled by default. To enable these automated messages, an administrator needs to enable the Event Handlers (both Event Handlers are for the Cases entity using the BeforeCommitTransaction event). See Managing Process Pipelines for information on working with Process Flows and Event Handlers.

Send Mail to PrimaryAssignee: This process flow generates an email message to the primary assignee's email address (as specified on his or her Employees record) when a Cases record is saved with a Primary Assignee specified. This process flow also generates an email message whenever the Summary changes for an existing Cases record.
- A sample email generated by this process flow is shown in the following figure (Sample Primary Assignee Email). An administrator or developer can modify the text of the message by editing the process flow's properties.

Send Mail to Contact: This process flow generates an email message to the case's Contact person (the message is sent to the email address specified on the contact's corresponding Persons record) when a new Cases record is saved or when the Contact person is changed on an existing Cases record. This process flow also generates an email message whenever the Summary changes for an existing Cases record.
- A sample email generated by this process flow is shown in the figure (Sample Customer Email). An administrator or developer can modify the text of the message by editing the process flow's properties.

6.0 Product Knowledge

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Sending an Automatic Notification to Customers and Primary Assignees