Channel enhancements

Adding action buttons in channel emails

You can add action buttons created in your workflow to the email template, allowing the recipient to take one of these actions.

1. Create your workflow.
2. Include action buttons.
3. Add the workflow action button replaceable tag to your email template.

Success and warning messages

When a user selects the workflow action button they receive a success or warning message.

• Success indicates the action is executed
• Warning indicates the action was previously executed by another user and the workflow is moving forward. A note is added to channel indicating the action taken and the users name (or email address)

Adding external email addresses as delegates and followers on a case

External user functionality will include:

• Internal communications send to the delegates and owner.
• External communications send to delegates, owner, requester and followers.
• External users can execute workflow steps within the email without having to login in Channel.
  IMPORTANT

  External users will not be able to access channel pages.

Adding case comment as a replaceable tag in channel emails

1. Create a new template with the type Channel email and add the template to the workflow.
2. Select Language
3. Select change text and add Case comment from the replaceable tag list.

Add action to assign people to Channel cases

Users are now able to configure the workflow to automatically assign the case to delegates and followers.

1. Create a channel workflow.
2. Add new action (set delegate, set follower).
3. Select user name.

Adding new fields to reporting module

• Case Number has been added to dynamic reporting and can be found in subSection_case category.
• Custom Fields created in channel are now available in the reporting module. Up to 50 custom fields can be added to dynamic reporting. (This can be configured by system admin users or Contact support to have your custom channel fields added to dynamic reporting.)