Defining case participants

Identify the people, businesses, and organizations that receive case notifications by defining case participants. For example, you can create a group of customer service representatives so that they can receive notifications about new assignments and upcoming goals and deadlines. You can define internal participants that are users of your application, and external participants that do not have an account in your application, such as stakeholders. You can also refer to participants as work parties.
  1. In the navigation pane of Dev Studio, click Case types, and then click the case type that you want to open.
  2. In the case working area, click the Settings tab.
  3. In the settings panel, click Participants.
  4. In the Participants section, click Add participant.
  5. In the Participant configuration window, in the Role name field, enter a unique name that indicates the relationship of the participant to the case type, for example, Worker.
  6. In the Type list, select the role that describes the participant:
    • To indicate that the participant is an application user, select Operator.
    • To indicate that the participant has a different role in the case, external to an application, select one of the options that describes the participant, for example Person or Government.
  7. Optional: To provide information about the participant, such as a name or an email address, in the Data transform field, press the Down arrow key, and then select the name of a data transform that stores the participant details.
  8. Optional: To process a case more efficiently, in the Preferences section, define additional settings for the role:
    • To save time and create more participants that have the same notification settings, enable creation of multiple participants for this role by selecting the Allow multiple participants for this role check box.
    • To speed up case creation, enable automatic creation of participants when the case starts by selecting the Create participant automatically when the case starts check box.
    • To require at least one participant to create a case, select the At least a single participant is required for the case check box.
  9. Click Done.
  10. Click Save.