Configuring Notifications
Configure notifications in the notification section of the FSM configuration. Before you make changes, review the merged configuration in Configuration Preview. This review shows the rules and templates that are currently in use.
Configure each applicable rule group separately:
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Case rules and case email settings
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Task rules and task email settings
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Project task rules and project task email settings
Each rule can use the service work context to determine whether to send a report. The training material identifies the following rule inputs:
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Project type
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Case type
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Task type
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Record status
Use specific rules to control which reports are sent. For example, configure a report for a completed repair task with defined case and task types. Avoid configuring every report to be sent for every work record.
You can configure multiple rules to select different reports for different scenarios.
Configuring Notification Sender and Recipients
Every notification requires one email author and one or more recipients. The author is typically derived from the following:
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Task report - The task assignee.
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Case report - The employee assigned to the support case.
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Project task report - The first applicable project task resource. Project tasks do not have a single direct assignee.
Verify that the selected employee has a valid email address and is an appropriate sender for customer emails.
A configured search can determine the recipients, or you can specify recipients directly. For example, you can configure the notification to send the report to the case contact.
FSM supports multiple recipients. You can configure a notification to include customer and internal recipients when the business process requires both.
Keep the recipient configuration simple and test it carefully. If reports must use the customer's language, select a consistent source for the language, such as the customer's selected language. Test the generated template and attachment in that language.