Notifications are emails sent to notify a self-service user or an HR agent about activity with a record in HR Case Management. Notification templates are used to configure text in the notifications that are sent.
Notifications are sent when a notification event happens. Some of the notification events (such as case resolved or case submitted) do not require additional configuration, some of the notifications events (such as SLA warning) require additional configuration.
For those notifications events that do not require additional configuration, you only need to update default notification templates. For those events that require additional configuration, in addition to updating the default templates, you must work on the configuration of the related event. Follow the links in the table below to understand what else you should do:
Notification event | Configuration required to trigger notification | Receiver(s) | Notification template applied in the notification event |
---|---|---|---|
Case is submitted | N/a | Requester | Case Submitted–Requester |
N/a | On behalf of | Case Submitted—On behalf of | |
Case is resolved | N/a | Requester | Case Resolved—Requester |
N/a | On behalf of | Case Resolved—On Behalf Of | |
Incoming email is received from employee | Requester /On behalf of | Incoming Email Auto Response | |
Case is automatically created based on an incoming email from employee | Requester | Incoming Email New Case Response | |
Emails configuration | HR agents assigned group | Incoming Email Assigned Group Notification | |
Emails configuration | HR agent assignee | Incoming Email Assigned Individual | |
Case Service Level Agreement warning is triggered | SLAs configuration | HR agent assignee | Case SLA—Warning 50% Case SLA—Warning 75% Case SLA—Warning 90% |
Service Level Agreement of a case is missed | SLAs configuration | HR agent assignee | Case SLA—Missed |
Case is reassigned to another HR group | N/a |
| Case Reassignment—Group |
Case is reassigned to another HR agent | N/a |
| Case Reassignment—Individual |
Survey is automatically sent when the case is completed | Surveys configuration | Configurable:
| Survey—Notification |
Survey reminder is sent if an employee has not filled in the initial survey form | Surveys configuration | Configurable:
| Survey—Reminder |
A notification is sent to an HR agent if an employee who submitted a survey selected the Request a Follow-up Call check box. | Surveys configuration | Configurable: HR agent specified in the survey configuration. | Survey—Follow-up |
The results of the submitted survey are below the established threshold. The notification is sent to the HR manager. | Surveys configuration | Configurable: HR agent specified in the survey configuration. | Survey—Threshold Breach |
A notification is sent to a solution owner when an HR agent modified the solution by selecting the Requires Update check box. | N/a | HR agent | Solution Update Required |
Note
Only those users receive notifications who have Receive Notifications option set to yes in their profile. For more details, see Adding people records.
From the Notification list, select a notification event that triggers notification.
For information how to configure notifications to be sent when SLAs are triggered, see Configuring service-level agreements
For information how to configure surveys to be sent when an event happens, see Configuring surveys.
For information how to configure replies to emails that are sent to HR support, see Configuring emails.