Case Reminder

Prerequisites

• The Case 2.0 feature has been enabled for the tenant space.
• You have the Case Management 2.0 > Case > Case Configuration permission.
• To ensure that SMS messages and emails can be sent, you have configured an SMS gateway and an email gateway in advance. For details, see Configuring SMS Gateways and Configuring Email Gateways.

Procedure

1. Sign in to the AICC and choose Configuration Center > Case Configuration 2.0 > Case Configuration > Case Reminder. Currently, automatic notification, case reminder notification, and customer notification are supported.
   Figure 1 Case Reminder
   

Configuring Automatic Notification

1. Enable Automatically send notifications.
   Figure 2 Automatically send notifications
   
   1. Enter a notification name.
   2. Choose to send a case reminder via email or SMS message.
   3. If the case title, case ID, case details link, or other fields do not have fixed values during email filling, insert variables to automatically fill in the email subject and body, reducing the number of case reminder rule setting times. For details about how to create variables, see Customized Case Field.
   4. Click Save.

2. (Follow-up operation) When you access the case details page and change the case owner (for example, transfer the case), the system sends an automatic notification.
   Figure 3 Transfer Case
   

Configuring Case Reminder Notification

1. Click the Reminder Notice tab.
   Figure 4 Reminder Notice
   
   1. Enter a notification name.
   2. Choose to send a case reminder via email or SMS message.
   3. If the case title, case ID, case details link, or other fields do not have fixed values during email filling, insert variables to automatically fill in the email subject and body, reducing the number of case reminder rule setting times.
   4. Click Save.

2. (Follow-up operation) On the case details page, click to manually send a case reminder. Alternatively, on the case workbench, click reminder to manually send a case reminder. After a case reminder is sent, the case owner receives the email or SMS notification.
   Figure 5 Manually sending a case reminder
   
   Figure 6 reminder button on the case workbench
   

3. (Optional) If you use the Case for the first time and have not configured case reminder notification, you can go to the case details page and click to send a case reminder. The system sends an email to the corresponding owner by default.
   Figure 7 Case reminder notification disabled
   

Configuring Customer Notification

1. Click the Customer notice tab.
   Figure 8 Customer notice
   
   1. View the default template provided for customer notification. By default, the information shown in the preceding figure is used in the initial environment.
   2. Modify the information as required.
   3. Set parameters. All parameters on the Customer notice tab page are mandatory.
   4. Enter an email subject.
   5. If the case title, case ID, case details link, or other fields do not have fixed values during email body filling, insert variables to automatically fill in the body, reducing the number of case reminder rule setting times.
   6. Click Save.

2. (Follow-up operation) Sign in to the AICC, choose Case 2.0 > Case Workbench, and select Notified by Email or Notified by SMS when creating a case to notify the customer after the case is created. Alternatively, go to the case details page, change the case status, and select Notified by Email or Notified by SMS to notify the customer of the case status change.