Sending push notifications from a case

You can use the Push Notification shape to notify one or more users when a case requires action. By using an event-driven model to share information, you can ensure that cases are resolved quickly.

  1. Add the Push Notification shape to the life cycle of your case.
    1. In the navigation panel of Dev Studio, click Case types, and then click the case type that you want to open.
    2. On the Workflow tab, click Life cycle.
    3. Hover over a process in a stage, and then click + Step > More > Automations > Push Notification.
      Tip: For advanced processes, click Configure process to add the shape to the flow canvas.
    4. Click Select.
  2. Identify the notification recipients.

    • To notify users in the same application:

      In the Recipient type list, select Application.

      You cannot change the value of the To field because it is populated with a name of your current application.

    • To notify users in the same access group:

      1. In the Recipient type list, select Role.

      2. In the To field, press the Down Arrow key and select an access group that is in your current application.

    • To notify a specific user:

      1. In the Recipient type list, select User.

      2. In the To field, press the Down Arrow key and select the ID of a user who belongs to an access group in your application.

  3. In the Message field, press the Down Arrow key and select a property that stores the notification message.
    Tip: To create meaningful notifications, use a combination of text and property references, for example: "We have processed your loan application:" + .pyCaseID
  4. In the Badge count field, press the Down Arrow key, and select a property that stores the number of notifications.
  5. Optional: To allow users on mobile devices to open the case from the notification, select the Open a case in mobile app check box.
  6. Optional: To give an audible cue to users when the push notification is received, select the Sound alert check box.
  7. Enter the audit note.
  8. Click Save.