Send correspondence from an assignment

When an assignment is processed, it is often useful to send a notification to one or more of the work parties. For example, when an employee submits a request for reimbursement, you can send an email to let them know when the review process begins.

There are several ways to send correspondence. One of the easiest methods is to use the Notify field on the Assignment properties panel.

Before you begin

Before you begin, determine what you want your message to look like, and then create a correspondence template. For more information, refer to Quick start: Creating a correspondence template.

In this example, assume that a correspondence template called CaseStatusMessage has been created.

Send a notification from an assignment

To send a correspondence from an assignment, complete the Notifications fields in the Advanced section of the Assignment properties panel.

  1. Open the properties panel for the assignment that sends the correspondence. In this example, the assignment is called Check Expense.
  2. Update the specification for the assignment with a description of the email to send.
  3. Expand the notifications block in the Advanced section of the Assignment properties panel.
  4. Complete the Notify field:
Who to notify Field selection
One or more specified users NotifyParty
Each user identified in the work item NotifyAll
The user responsible for the assignment, or the first contact if the assignment is in a workbasket. NotifyAssignee
The user responsible for the assignment, or all contacts if the assignment is in a workbasket. NotifyAllAssignees

The parameters that display next depend on the value of the Notify field.

Send a correspondence to a work party

You can send correspondence to a work party, such as the case owner, by setting the Notify parameter to NotifyParty.

  1. Complete fields in the Notifications section.

Notify Party

  • Notify: To send to a work party, use NotifyParty.
  • PartyRole: Enter a valid party role.
A work parties rule is defined for each case type. The work parties rule identifies all the parties who are expected to work on cases of the associated case type. To view (or change) valid party roles, use the App Explorer to expand Process > Work Parties for the case, and then open pyCaseManagementDefault.
  • EmailSubject: Enter a subject line for the correspondence.
  • CorrName: Enter the name of a correspondence template.
  1. Do one of the following steps:
  • If you need to create a correspondence template, click the Open icon next to the CorrName field value and follow instructions in Quick start: Creating a correspondence.
  • If your correspondence template has been created, save updates to the Assignment properties panel.
  1. Save updates to your case type.

Send a correspondence to an assignee

You can send correspondence to an assignee, such as the operator currently responsible for the case, by setting the Notify parameter to NotifyAssignee.

  1. Complete fields in the Notifications section.

Notify current assignee

  • Notify: To send an operator to whom the case has been assigned, use NotifyAssignee.
  • EmailTo: Leave this field blank.
  • Subject: Enter a subject line for the correspondence.
  • CorrName: Enter the name of a correspondence template.
  1. Do one of the following steps:
  • If you need to create a correspondence template, click the Open icon next to the CorrName field value and follow instructions in Quick start: Creating a correspondence.
  • If your correspondence template has been created, save updates to the assignment properties panel.
  1. Save updates to your case type.
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