Using custom email notifications

Often, at certain stages of your work processes, you may need to send emails to your employees, managers or even external users with some actual information on the workflow tasks they are participating in. For example, you may want to instruct your employees on the details of his/her next task, give them additional information regarding the request he will be working on, etc.

Another example could be a customer care or help desk team that accepts requests from its users. Managers of this team will want to send email confirmations when tickets are created and follow-ups, to external clients. Without proper technology this team would have to spend a lot of time on actually writing these (always the same) messages over and over again.

In CMW Tracker you can optimize this process and customize all these email notifications right in your workflow editor so that they are sent automatically when tasks move to particular steps. This will save your time and let you be confident that everyone is well notified in time.

To set a custom notification up, go to the workflow application settings, and open the Workflow Scheme editor. Once there, bring step or transition properties up (wherever in the process you want the notification to go out) and open the “Custom Notifications” tab.

Once you add a new notification, you can edit the following fields:

Condition of sending email

You can create several notifications and set a specific condition for each one to be fired off. These conditions are created using Comindware Expression Language and work the same way as validation rules in a step. A notification is sent if its condition is fully met only. 

Recipient

This field uses data from user-type (e.g. task assignee, request creator, manager, etc.) or text-type type in the task form. When using a text field, it should contain the email address(es) of the recipient you want to use for the notification. It should be a multiple-value field if you want to send the notification to several recipients.

Sender Name

A person/department which the email is sent from (only works when using an outgoing mail server that allows for using custom sender names).

Subject

Email subject will also be used as a title for this notification in the system.

Email body text

You can type in plain text of the email and also use Expression Language to add some data from the task form, like client’s name, case or request number, creation date, and practically any other data you have.

Attaching an Export to Word template

You can choose one of the templates you use for the Export to Word functionality (if any), to attach to the notification.

Add attachment

Choose the files to attach to this notification every time it fires off (e.g. a refund request form, a non-closure agreement, etc.)

Don’t forget to save the notification template after you you are done with the customization. If you want the notification to open up in a pop-up window for users who initiate it so they can edit it before sending, check the “Preview and make changes to your email message before sending"" checkbox.