I’m looking for away to notify multiple employees when a new case is created and modified. This works in notifying the employee for which the case is explicitly assigned. Since there is a 1-1 relationship between case and assigned user.
Is there any way to notify additional employees and not just the employee assigned to the case. Is there any kind of tracking mechanism to notify when particular events occur within the system for those other than directly assigned.
I guess this would take care of itself if the system allows a one to many relationship between a case and assigned employees.
You could create a workflow. Set the module to cases, set the “run on” field to new records. Add an action. Give it a name and set the action to send email. Click the + button. You can add which email addresses you wish to send to.
A common way to solve this problem is to create an email address that relays the emails to every user in a group. This can be easily done by most email providers.
Alternatively, you could just keep add email addresses in workflow. It will effectively do the same thing. You can also use the related modules that contain an email address to use as an email list. For instance if you wanted to send every SuiteCRM user an email or a set of users that belong to a group you could change second drop down to users and then third to “All Users” or “All Users in a group”.
I forgot to mention. You need to specify the email template as well.
Thanks. I actually was experimenting with the WorkFlows after I had posted, but you’ve made it clearer.
The only item I have issues with is that the templates (email, case etc.) are really not very functional. Text is missing, lack of hypertext links, and not showing a full link to the case when a change event has been detected.
I’ve modified some backend items to make system work before in 7.1 and don’t really want to spend a lot of time on this part. Are there any better templates available from the community. I suspect I’ll be customizing my own.
+1 - We’re looking to use Cases for internal case tracking but we want to have email updates (with usable information about the case) go out to all contacts associated with a particular case.
Ideally the Workflow would be modified such that all Users and/or Contacts that are associated with a Case would receive an email. So the drop down would be something like > TO: Relationship > Contacts, Users, Accounts etc…
Looking at this I see a problem with associating Users with Cases. Specifically, the User’s page does not have Sub Panels like a Contacts pages does, so you can’t create notes, see Cases, etc…
I suppose the best work around is to create a separate Contact for every User but this seems dumb. A User should really just be a Contact with elevated rights, not another Type of record. I think this is how ACT! used to handle this. Probably too late for that though…
~eric