Case notification

Case communication is important because it keeps everyone on the same page, maintains a consistent information trail, and gives you one place to find information about an issue or client communication. When you save changes to a case, all subscribers automatically receive an email about the change. The integration of cases with communication saves you a step of recording the discussion in the case and then recording it again in an email. By consistently using case communications, you can create reports that paint a picture of how many and what types of requirements each client may have.

When a case is created or modified, the following users receive notifications of the change:

• The Assigned To user on the case.
• Any Notify User specified on the case.
• Members of the Notification Role configured on the associated Case Type.
• Users that have subscribed to that Case Type, Workspace, or Case.
  • External Case Creators always have access to view the cases they create, if the Case Type remains one that is exposed to external users.
  • The list of users available for Case Type Subscription comprises Global Admins and any user that is in a role with Edit rights to the gen_AdminCaseTypes form.
• Admin-level users of associated Department role for the Assigned To user (on critical case when it is being created.)

To disable the notification:

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Select the Disable Notifications option.