Request Manager Automatic Emails
| Event | Enabled | Subj / Body | From | To |
Request added from Public Part | No | Subj = lbl # number Body = Body & obj.dCase("CASE_TITLE)
Body = Body & obj.dCase("CASE_DESCRIPTION") url = … Body = Body & url | Contact Name Contact Email | 1) Emails specified in obj.dCrm("ROUTE_PUBLICREQUESTS") (it’s Email all Public Support Requests to:)
2) If Department is specified email also sent to such users in Department who marked as Departmental Support Request Recipient (USER_CRMRECEPIENT = 1) 3) If no users and emails in previous items email is sent to obj.dOrg("MAILADDRESS") |
| | No | Subj = lbl # number Body = Body & obj.dCase("CASE_TITLE)
Body = Body & obj.dCase("CASE_DESCRIPTION") url = … Body = Body & url Body = Body & obj.dCrm("RECEIVECASETEXT") (it’sContact Confirmation Email Text in Request Settings) | obj.dOrg
("MAILADDRESS") | Contact Email |
Request Reassigned | Yes Send Reassign Notifications
obj.dCrm("ENABLE_REASSIGNNOTIFICATIONS") | Subj = lbl # number Body = Body & obj.dCase("CASE_TITLE)
Body = Body & obj.dCase("CASE_DESCRIPTION") url = … Body = Body & url | Current User Name
Current User Email | USER_REF_ASSIGNED email |
|
Request changed from the Public Part
| Yes Automatically Send Request Update Email
obj.dCrm("SENDUSERRequestEMAIL") | Subj = lbl # number Body = Body & obj.dCase("CASE_TITLE)
Body = Body & obj.dCase("CASE_DESCRIPTION") url = … Body = Body & url Body = Body&obj.dCrm("USERRequestTEXT")
(It’s User Request Update Text in Request Settings) | Contact Name Contact Email | USER_REF_ASSIGNED email |
| Send Confirmation popup | | Body = obj.dCrm("RECEIVECASETEXT")
(it’s Contact Confirmation Email Text in Request Settings) | | |
| Send Request popup | | Body = obj.dCrm("CONTACTRequestTEXT")
(it’s Contact Request Update Text in Request Settings) | | |
| AutoEscalation script | Check Requests with PRIORITY_REVIEWHOURS<>0 and CASE_STATUS = CASE_NEW and CURDATE - CASE_DATE_ADD > PRIORITY_REVIEWHOURS | Subj = getStringAsIs(lblTimeAlert) & " #" & Items(iItems)(0) Body = Body & obj.dCase("CASE_TITLE)
Body = Body & obj.dCase("CASE_DESCRIPTION") url = … Body = Body & url | obj.dOrg ("MAILADDRESS") | 1) Emails specified in obj.dCrm("ROUTE_PUBLICREQUESTS") (it’s Email all Public Support Requests to:)
2) If Department is specified email also sent to such users in Department who marked as Departmental Support Request Recipient (USER_CRMRECEPIENT = 1) 3) If no users and emails in previous items email is sent to obj.dOrg("MAILADDRESS") |
-Request created - CASE_NEW
-Request assigned to some user, but it was not assigned to somebody before - CASE_OPEN.
-Request assigned from one user to another - CASE_REASSIGN
-Request unassigned - CASE_NEW
-Request closed from Public Part - CASE_CLOSED
Also it’s possible manually change status from Admin Part
If Auto Assign New Added Requests (obj.dCrm(“AUTOASSIGNNEWRequestS”)) is checked -
new added Requests (from Admin Part)
auto assign to current user and their status is set to CASE_OPEN