Notifying participants about events
Escalate expired service-level agreements and highlight cases that require immediate action by sending email and push notifications to case participants. You can use push notifications for mobile devices, and set up email notifications for all devices that support email. As a result, you ensure that business processes reach resolution within the defined time frame.For example, a case worker can receive an email and a push notification after a goal for an assignment expires, or after an application routes a new assignment to the user.
All assignments in a case life cycle inherit the notification policy from the case type. The following scenarios do not support notifications:
- You set the notification policy after creating an assignment.
- A user pulls an assignment from a work queue.
Users can receive notifications after an application routes an assignment to their worklists, but not after pulling assignments from shared work queues.
- A user transfers ownership of an assignment to another user.
- An application routes the assignment to the worklist of the user who already processes the case.
When your application sends an email, the system updates the pxSendDateTime property on the pxCorrSummary work page that belongs to pyWorkPage. Such updates might cause issues with refreshing a case at run time. To prevent errors, the pyEnableCorrSummary when rule is set to false by default, and the system does not update the pxSendDateTime property. If your business scenario requires updating the pxSendDateTime property, in Dev Studio set the pyEnableCorrSummary when rule to true.
- Sending email notifications from cases
To speed up resolution of your business processes, ensure that users receive information when new tasks await in their worklists, by sending email notifications.
- Sending push notifications about case events
To improve the resolution of cases, ensure that mobile users of your application receive information about meaningful events in business processes, by enabling push notifications.
- Sending confirmations of completed assignments
Inform users about completion of assignments by sending confirmation notes.
- Sending custom notifications about new assignments
To send custom correspondence to case participants about the creation of new assignments, override your notification policy.
- Disabling assignment notifications
Prioritize the tasks that need the greatest visibility in a case by disabling notifications for other assignments.