Sending event notifications from a case

You can send notifications to a user when an event, such as one user following another user, occurs in a case. By defining different types of notifications in your application, you can communicate with users in a format that is specific to their channel.

  1. Ensure that you have at least one notification rule defined in your application.

    For more information about the different types of notifications that you can create, see Creating a notification.

  2. Configure a case type to send the notifications.

    To use the Send Notification shape:

    Use this approach when your case type has a defined life cycle.

    1. On the Workflow tab, click Life cycle.

    2. Hover over a process in a stage, and then click + Step > More > Utilities > Send Notification.

      Tip: For advanced processes, click Configure process to add the shape to the flow canvas.
    3. Click Select.

    4. In the Notification name field, press the Down Arrow key and select a notification rule that defines a message, enabled channels, and notification recipients.

    5. Click Save.

    To use an API:

    Use this approach when your case type does not have a defined life cycle, or you need to decide at run time which type of notification to use.

    1. Find and open a rule that supports activities by using the Application Explorer or searching for the rule by name.

    2. Call the @baseclass.pxNotify activity.

      For example, you can use the Call instruction on the Activity form or configure the Utility shape in a flow diagram to call an activity.

    3. Pass parameter values to the activity, based on the information that is provided on Parameters tab of the @baseclass.pxNotify form.

      When you pass a comma separated list of operator IDs to this API, the recipients that are listed in the notification rule are not notified.
    4. Click Save.

You can test your changes by setting your notification preferences and creating a case.