This document explains how your system will send out email notifications regarding new casework, re-assigned casework or overdue casework.

Notification types

Your system can send out auto-generated notifications for newly created, reassigned or overdue cases and tasks, to the user who is assigned the work.

Notifications can also be sent if the case or task is unassigned, either to the administrators of the team the work is associated with, or to a central mailbox configured against that team.

The system will also generate manually sent notifications in some scenarios, such as when requesting comments from users, gathering information, gaining approval for correspondence being sent, or re-assigning correspondence items to other users. These scenarios can require the notification to the assigned user to be personalised before sending and so on generation, the caseworker is prompted to send manually. An automated system notification is not also sent in this scenario.

All case and task items can be configured as to whether a notification is sent or not. Most common case types in your system will be set to send out notifications already, but please contact our helpdesk if you have any questions.

Receiving notifications

In some circumstances, for example when a user is signed in to the system frequently on a daily basis, it may not make sense for that user to also receive casework notifications by email, as the system will display all new and reassigned casework in its standard views and dashboards. Therefore by default, users have the choice of whether they wish to receive notifications by email or not. This preference is set in Manage cases > Me > Preferences:

However - administrators have the option of disabling this choice on a user by user basis, and so can enforce notifications if required.

When are notifications to users generated?

Notifications to system users (power / basic users) will be generated in the following scenario:

If the case or task is set to send notifications
AND the user has opted to receive notifications

Notifications are sent when:

A new case or task is assigned to the user
A case or task assigned to the user is overdue

The automated system notifications cannot be amended. These are sent out the day before the task/case is due, the day they are due and the day after (until completed).

Note that the system will not send out a notification if a user with permissions to do so has assigned a case to themselves or if the user created the case themself, as it assumes a notification is not required in this scenario. Neither will notifications be sent out if a case is closed on receipt.

When are notifications to administrators generated?

Notifications to administrators are generated in the above scenarios for casework assigned to that user. However, administrators can also receive additional notifications:

Team administrators can receive notifications for work that is assigned to one of their teams but that is not assigned to a user
Team administrators can receive notifications for overdue work that is assigned to one of the users in their teams

Note that setting these notifications to be sent by email can produce a significant amount of notification traffic, depending on your system usage patterns. Both of the above options are configured in the users "Team privileges" screen (Administration > Teams > (Team) > (User) > Team privileges):

Finally, a team can be set up so that the notifications go to a group inbox instead of individual administrators addresses. This is configured in Administration > Teams > (Team) > Team details:

Add an Email address to the Team details screen, then check Send notifications of unassigned casework to the email address above. The group inbox/team email will receive notifications of new unassigned cases and emails. If something new happens on that case, the group inbox will not be notified as case update notifications are sent to assigned caseworkers.