When a user sets an Incident's Status to "Waiting for Customer", the default business rules prompt for a Note for the customer's information. By default, this is saved as a Journal.Note attached to the Incident, but is not included in the email notification that goes to the customer, informing them that the Incident is awaiting their action. The system can be configured to include the analyst's note in the notification email, so the customer will know exactly what action is required to move their case forward.
This is a somewhat advanced configuration, so for more information on the specific steps to add fields, edit business rules, or create workflows, please refer to the Online Help. For older databases (using Profile.Employee instead of Employee/FRS_CompositeContract_Contact), please adjust the relationships as appropriate.
1. Since the system cannot isolate the most recent Journal record if there are more than one attached to the Incident, we must first add a new Boolean (True/False) field to the Journal.Notes object. For this example, it will be named ’WaitingForCustomer’.
2. Add 2 new Text fields (Unicode Text, Size 100) to Journal.Notes, named 'CustomerName' and 'CustomerEmail'.
3. In the Incident business object, under Business Rules, edit the StopEscalationClock business rule.
a. On the Composite Action Configuration screen, edit the InsertChildObject element.
b. Configure it to set the WaitingForCustomer field to True.
c. Set the CustomerName field to $([Frs_CompositeContract_Contact#.IncidentAssociatedCustomer]DisplayName)
d. Set the CustomerEmail field to $([Frs_CompositeContract_Contact#.IncidentAssociatedCustomer]PrimaryEmail)
e.Save the updated quick action.
6. Back on the Composite Action Configuration screen, remove the notification action from the StopEscalationClock business rule.
7. Save the StopEscalationClock business rule.
8. Open the Journal.Notes business object again, and select the Workflows tab.
9. Add a new Workflow, and name it 'Waiting For Customer Notification', and Save.
10. Click Add Version, the the Configuration button. Set the workflow so it fires upon creation of the record, where WaitingForCustomer is True.
8. The workflow should consist of a Start block, then a Notification block, then an Update block, and then the Stop block.
9. In the Notification block, create the notification for the customer. Here are the basic elements, feel free to add other text, information from the Incident, and formatting as desired:
Subject: Incident $([Incident#.]IncidentNumber) requires your input.
Please see the note below, and reply with the requested information:
10. In the Update block, set the ‘WaitingForCustomer’ checkbox to False.
11. Save and publish the workflow
This configuration makes it so the notification is now sent from the Journal.Notes object instead of Incident, which allows it to send the correct content if there are multiple Notes on an Incident. The most recent Note is flagged by the field in Step 1, and the flag is reset at the end of the workflow by the Update block. The notification can now be sent with the info from the Note, as well as any info from the Incident. To ensure this notification is logged in the Activity History of the parent Incident, please ensure that the Activity History rollup from Journal is set on the Incident layout.