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Sending push notifications from cases

Updated on November 22, 2021

To ensure timely resolution of cases, notify users of your application when a case requires action. By sending push notifications, you can inform users about events in a case at any time and place. Using an event-driven model to share information ensures that cases quickly reach their resolution.

  1. Add the Push Notification shape to the life cycle of your case:
    1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
    2. In a stage in which you want to add a Push notification shape, click StepMoreAutomationsPush notification, and then click Select.
    3. Click Select.
  2. In the Step properties panel, identify the recipients of the notification:
    Notify users of an application
    1. In the Recipient type list, select Application.
      Result: The system autopopulates the To section with the name of your application.
    Notify users in an access group
    1. In the Recipient type list, select Role.
    2. In the To list, select an access group.
    Notify a specific user
    1. In the Recipient type list, select User.
    2. In the To list, select the identifier of the user that you want to notify.
  3. In the Message field, press the Down arrow key, and then select the property that contains the notification message that you want to send.
    Tip: To create meaningful notifications, use a combination of text and property references.
    For example: Enter: "We have processed your loan application:" + .pyCaseID.
  4. Optional: To give users an audible notification when they receive a push notification, select the Sound alert check box.
  5. Optional: To enable users on mobile devices to open the case directly from the notification, select the Open a case in mobile app check box.
  6. Enter an audit note.
  7. Click Save.

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