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Different email notifications for different support tiers RRS feed

  • Question

  • Hi All

    Currently struggling to get reliable e-mail notification to customers. These would be needed for SR work item creation and resolution/completion and generate the user template appropriate to which team is assigned the work item. Which is best solution when you're talking about at least 5 support tiers

    1. Multiple workflows?
    2. Multiple notification subscriptions?
    3. A scripted workflow using Authoring Tool?

    Thanks

    Wednesday, August 19, 2015 12:27 PM

Answers

  • In this case I would prefer option 2. Multiple Subscriptions.

    • Create a notification template for each case/support group with different email subject/body.
    • Create a notification subscription for each case/support group with different criteria (for instance "Support Group equals "SG1") an choose the corresponding notification template.

    Hope this helps.


    Andreas Baumgarten | H&D International Group

    • Marked as answer by Dolly1892 Thursday, August 20, 2015 8:05 AM
    Thursday, August 20, 2015 7:34 AM

All replies

  • The Support Tier/group is just an information in the Notification in the Notification Template you want to send to the customer (Affected User)?

    Or is the Notification Template different based on each Support Tier/Group?


    Andreas Baumgarten | H&D International Group

    Wednesday, August 19, 2015 7:05 PM
  • HI Andreas

    the template would need to be different for each support tier (obviously based on which tier the work item has been assigned to).

    thanks

    Thursday, August 20, 2015 7:30 AM
  • In this case I would prefer option 2. Multiple Subscriptions.

    • Create a notification template for each case/support group with different email subject/body.
    • Create a notification subscription for each case/support group with different criteria (for instance "Support Group equals "SG1") an choose the corresponding notification template.

    Hope this helps.


    Andreas Baumgarten | H&D International Group

    • Marked as answer by Dolly1892 Thursday, August 20, 2015 8:05 AM
    Thursday, August 20, 2015 7:34 AM
  • OK thanks Andreas I'm sure it will
    Thursday, August 20, 2015 8:05 AM