Configuring notification templates
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 | |
HR agents assigned group | Incoming Email Assigned Group Notification | ||
HR agent assignee | Incoming Email Assigned Individual | ||
Case Service Level Agreement warning is triggered | HR agent assignee | Case SLA—Warning 50% Case SLA—Warning 75% Case SLA—Warning 90% | |
Service Level Agreement of a case is missed | 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 | Configurable:
| Survey—Notification | |
Survey reminder is sent if an employee has not filled in the initial survey form | 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. | 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. | 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 |
Related topics
To modify a notification template
- Open System Settings console.
- Select Application Settings > Notification Templates.
- Select a default notification that you want to modify, and click Edit.
- From the Notification list, select a notification event that triggers notification.
- From the Priority list, select a priority for the notification.
- Fill in the subject of the notification template:
- In the Subject field, enter an appropriate subject for the template.
To insert field variables of a specified form (s) into the Subject field:
- From the Form Name list, select a form that contains fields you want to use in the template.
- Select a field from the Form Fields list, and click Insert Field to Subject. Repeat this step to add additional fields if necessary.
Click here to view an example...
You might need to configure a notification template for self-service user about case submitted event, and you want the subject of the notification to include the name of the case assignee. You need to select a COL:CASE:Case form from the Form Name list, and insert Assigned To field from the Form Fields list into the subject of the notification template.
- Fill in the body of the notification template:
- Click in the Body field, and enter the text for the body line of the template.
- To insert field variables of a specified form (s) into the Subject field:
- From the Form Name list, select a form that contains fields you want to use in the template.
- Select a field from the Form Fields list, and click Insert Field to Body. Repeat this step to add additional fields if necessary.
- Click Save & Close.
Where to go from here
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.