Sending email from a case

You can use the Send Email shape to share information about a case with stakeholders. By using email, you can control the number of recipients and the format of the message.

  1. Add the Send Email shape to the life cycle of your case.
    1. In the navigation panel of Dev Studio, click Case types, and then click the case type that you want to open.
    2. On the Workflow tab, click Life cycle if Optional actions is selected.
    3. Hover over a process in a stage and click +Step > More > Automations > Send email.
      Tip: For advanced processes, click Configure process to add the shape to the flow canvas.
    4. Click Select.
  2. Identify the email recipients.
    • To send emails to one address, from the Send to list, select Email address and enter the email address of a user who is interested in your case.

      Tip: To send the email to more than one recipient, use a comma-separated list of email addresses.
    • To send emails based on the value of a field, from the Send to list, select Field and select the name of a field that stores an email address.

    • To send emails based on the value of a user reference, from the Send to list, select User reference and select the name of a user reference that is defined in your data model. At run time, this field stores information about one user only.

    • To send email to a group of stakeholders, in the Send to list, select Participant and select the name of a work party that defines a person, business, or organization that is involved in your case.

  3. In the Subject field, enter the title of the email by entering a string expression. You can reference property names in the title to make it more dynamic and meaningful, for example, “The case “+.pyID + “ has been assigned to you”.
  4. To use existing content for the email, select Correspondence from the Message list and select a correspondence template.
  5. To define new content for the email, select Custom from the Message list and click Compose to create a message by using a rich text editor. The Compose message dialog box opens.
    • To populate your email message with default text from a template, click Use existing and select a template. The template text is added to your email message. You can edit this text.

    • To include the value of a field from your case in your email, click a position in the rich text editor, click the Insert property icon and click a property to add to your email message.

      For example, you can reference a first and last name in a greeting, or embed a project milestone date within a sentence.

      Tip: To prevent confusing sentences in your message, ensure that there is a space before and after your property reference.
    • To provide quick access to the case from your email, click the Link icon and select Link to current case. Enter the display text and title for the link and click OK.
    Click Done when you finish composing the message.
  6. To add attachments to the email, select Include attachments and do one of the following actions:
    • To include all case attachments, click All case attachments.

    • To include some case attachments, click Choose attachments.

      From the first list, select Category for a group of attachments with the same business classification or select Field for a single attachment that is stored in the field that you provide. From the second list, select the name of a category or field, based on the type of attachments that you are including.

  7. Click Save.