Query
- "Case Management notifications"
- "Who gets an email when a case is created?"
- "Case Management emails"
- "Do employees get notified about a case?"
Answer
Case Management sends four standard emails (net messages), as detailed below:
| Recipient | When it is sent | Set up in | |
|---|---|---|---|
| New case | Case Owner | When a case is created | Case Owner on the case type or within an individual case |
| New case | Group mailbox | When a case is created, if a Group Mailbox is entered | Group Mailbox on the case type |
| Escalator added | Escalator | When a user is selected as the Escalator | Escalator field on the case |
| Added to a case | Contributor | When a user is added on the case's Access tab | Access tab on the case |
| Note: Notifications to employees, such as case created, updated, closed or cancelled, aren't part of the standard module and are configured separately. |
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