Emails and Notifications
Case Management can send notifications to users at various points during a case. You have control over which emails get sent and the templates they use in the configuration for your case.
When are emails sent?
The full list of when emails are sent can be seen in the Case Management Emails, Templates and Tokens - Standard Templates article. If a template doesn't exist for a particular situation, the email won't be sent. Individual templates can also be toggled on/off when you edit them.
Who are they sent to?
Emails, and the templates used, follow these general principles:
- If the person who raised the case was logged in, they receive emails using the "Citizen" set of templates
- If the person who raised the case was not logged in, they receive emails using the "Anonymous" set of templates
- If the case is assigned to a case manager (ie the task has been claimed), emails are sent to them using the "Case manager" set of templates. Emails are not sent to any other staff members
- If the case is not assigned to one user, emails are sent to the members of the group of case managers eligible to work on the case instead. These emails use the "Case group" set of templates (the one exception to this is when a case is first raised, this email uses the "Case manager" template)
- If the website user group of case managers has a dedicated email address, emails will be sent to that mailbox instead of each user in the group
Case Manager Group Email Toggle
This is a legacy configuration option. We generally recommend the setting is set to "Yes" and the sending of emails controlled at the template level.
In the "Advanced - Setup and Naming" section of your case configuration is a global switch to disable emails from being sent to the relevant case manager group when a case is opened, reassigned or closed.
If this option is set as "No" then emails will not be sent, even if set to at the template level.
Email Address Visibility
Emails sent out from Case Management use the "from" address set in the "Advanced - Setup and Naming" section of your case configuration.
When notifications are sent to groups of staff users, for example when a new case is raised, the "Hide email addresses" setting in the Setup and Naming section lets you choose whether all of the email addresses appear in the "to" field, or if they are sent "bcc".
