Standard Templates
This is the list of standard email templates and their variations. If a variation doesn't exist, emails won't be sent to that user/group.
If a case is assigned to a case manager, they will receive an email using the "Case manager" template.
If a case is not assigned, the group of case managers eligible to work on the case will be emailed using the "Case group" template. Emails will be sent to each member of the group, unless the website user group has a dedicated email address, in which case emails will be sent to that mailbox instead.
| Template | Variations | Description |
|---|---|---|
| All tasks completed | Case manager | Sent to the case manager when all current tasks have been completed. Each time a task is completed a check is made to see if it was the final task, if so, the email is sent. For example, if a case has three tasks, when the third is completed an email will be sent. If a fourth task is added later, when that task is complete the email will be sent again (assuming a fifth hasn't been added in the meantime!) |
| Appointment cancelled | Anonymous, Citizen | Sent to the user who raised the case if an appointment is cancelled |
| Appointment created | Anonymous, Citizen | Sent to the user who raised the case if an appointment is created |
| Appointment updated | Anonymous, Citizen | Sent to the user who raised the case if an appointment is updated |
| Assign case | Case group, Case manager | Sent to the new case manager (if assigned directly) or group when a case is reassigned to them |
| Assign task | Task group, Task officer | Sent to task users when a task is assigned to them |
| Cancel task | Task officer | Sent to the assigned task user if the task is cancelled |
| Case target breached | Case group, Case manager, Escalation staff | Sent to the current case manager (if assigned) or case group (if unassigned) and all staff in the escalation group when a case's target SLA is breached |
| Case target reminder | Case group, Case manager | Sent when the SLA reminder date/time is reached |
| Close case | Case group, Case manager, Anonymous, Citizen, Subscriber | The email sent when a case is closed. These templates are fairly generic and will have the "Closure templates" (below) inserted into them using the tokens |
| Closure templates | Default | Content sent when a case is closed (some case types may have more variations). These aren't sent directly, but inserted into the "Close case" emails in the section above |
| Contact details updated | Anonymous, Case manager, Citizen | Sent when the name, address, email or phone number in the contact details section of a case is updated (when an email address is changed, the email is sent to the new address). The case manager is emailed if details are changed via a different user after finding the case via case search |
| Escalate case | Escalation staff | Sent to all staff in the escalation group when a case is manually escalated by a case manager |
| New case | Anonymous, Citizen, Case manager | Sent when a new case is raised. Note that the "Case manager" template is used for group emails, there is not a "Case group" template |
| Nothing from citizen | Case manager, Task officer | Sent to a case manager who has asked a question to the person who raised the case and no reply has been received within the set time |
| Question for citizen | Anonymous, Citizen | Sent to the user who raised the case when a case manager contacts them |
| Response from citizen | Case manager | Notifies the case manager that they have had a response to a question |
| Task target breached | Case manager | Sent to the case manager who created a task if the target they set is breached |
| Task target reminder | Case manager | Sent to the case manager who created a task if the task target time is approaching and no response has been received from the task user |
| Updated by citizen | Case group, Case manager | Sent to the case manager (if the case is assigned) or group (if the case is unassigned) when the user who raised the case adds a note to the case history |
| Updated by staff | Case group, Case manager | Sent to the case manager (if the case is assigned) or group (if the case is unassigned) when another staff member adds a note to the case history, for example after finding the case via the search |
| Waiting for citizen | Anonymous, Citizen | Sent to the user who raised the case if they don't respond to a request for info within the set time |
Last modified on 30 April 2026
