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"Best Practices" for standard notifications

Are there Best Practices regarding the setup of standard service notification for C4Service?

We setup some rules under C4C workflows. However in some conditions the rules do not work.

For this, I'm wondering if there are Best Practices for the following notifications:

  • ticket processor gets instantly an E-Mail as soon as customer sends update (regardless of previous status...)

  • ticket processor is changed - and new ticket needs mail info instantly (not just a nightly info)

Thanks for your support!

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  • Best Answer
    author's profile photo Former Member
    Former Member
    Posted on Mar 20, 2015 at 05:20 AM

    Example 1: You can create a condition to evaluate when the "Customer Updated" Flag is set to true send a notification to the processor. This flag is automatically set when a customer sends an email, chat, social interaction, or portal note and is unset when the agent responds.

    Example 2: This type of condition is not possible when you need to make a comparison if the field changed and the field itself can be any value. Processor is a good example since you can have N number of values. You will need to evaluate this change in SDK code, set a custom flag. Once the flag is set or unset you can create a condition on this custom flag.

    As a FYI it is possible if the field is a code list such as priority. All you would do is

    Priority = High and Previous Priority != High

    Priority = Normal and Previous Priority !=Normal

    ... for every code list value (as you can see this would not work for most master data fields since you would have a lot of condition rules to configure for every master data value)

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    • Thanks for your answer.

      To supplement this: In the meantime, it even seems possible to do comparisons like this. It now is possible to not only use concrete values in the conditions. It now is possible to check wether there has been a change in a field.

      E.g. Condition:

      Processor (before change) not equal Processor

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