Email Links

When Case Management is first installed, the Environment Configuration holds links to common articles, like the site User Requests article and the Self Service article staff members use to manage cases. These links are used in the emails sent out by Case Management. You can override the defaults for a case type.

Staff Links

The first section lists the current site and friendly URLs that will be sent out in links.

The drop-down lists the default rootStaff subsite plus all of the "staff" subsites in the customLinkConf section of the environment configuration. If you'd like your case emails to direct staff to a subsite other than the default, pick it from the drop-down.

You can also override the friendly URL (include the forward slash) if you have set up a separate Self Service article just for cases of this type.

Citizen Links

These links work in a similar way to the staff links. The drop-down lists the default rootCitizen subsite plus all of the "citizen" subsites in the customLinkConf section of the environment configuration. Pick the subsite you'd like to use.

Unlike the staff site, it's not possible to configure separate User Request articles per case type or subsite, so the friendly URLs in the Environment Configuration are always used.