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Former Member
Jan 18, 2008 at 01:10 AM

Sending email upon saving an activity


I have a need to up with an activity configuration to send an email to responsible person to resolve the issue when the activity is saved by the CSR (IC webclient). Here are the BP steps:

1. Based on the activity transaction and reason code, an appropriate employee needs to be selected. I am planning to use partner determination profile to accomplish this with an option for IC agent to change the identified employee.

2. Automated email with appropriate reason code and a link to update the activity needs to be generated and sent to the selected employee.

3. Employee can use the link to get to activity and resolve the issue with document update. The activity needs to be changed to "ready to close".

4. The concerned CSR closes the loop with client and closes the activity.

I am sure many of you may have implemented similar process. The question I have is: how emails can be generated when CSR saves newly created activity? Is this a workflow customization or is it possible using just config?

I will appreciate guidance or assistance.