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Administrator Guide
Last Updated: 2024-09-20
Configure Case Notifications

Configure Case Notifications

Security:
  • The
    Set Up: Help Case Management
    domain in the Help functional area.
  • The
    Set Up: Tenant Setup - BP and Notifications
     domain in the System functional area.
You can configure and target case notifications to fit the specific use cases and needs of your organization. By configuring case notifications, you can determine which notifications Workday sends to case owners, case solvers, and collaborators.
  1. Access the
    Manage Case Notification Recipients
     task.
    As you complete the task, consider:
    Option Description
    Case Owners
    Configure the notifications sent to internal and external case owners.
    Select the
    Notify Internal Case Owner
     check box to send the notification to an internal case owner.
    Select the
    Notify External Case Owner
     check box to send the notification to an external case owner.
    To send a notification to external stakeholders, you must:
    • Configure an email notification delivery channel for Help notifications in the
      Edit Tenant Setup - Notifications
       task.
    • Select the
      Enable case replies within Workday and by email
       option in the
      Case Communication
       section of the
      Edit Tenant Setup - Help
       task.
    Case Solvers
    Configure the notifications sent to case solvers and service teams.
    Select the
    Notify Assigned Case Solver
     check box to send the notification to the assigned case solver.
    To send a notification for an unassigned case to all members of a service team, select the
    Notify Team if Unassigned
     check box.
    Collaborators
    Configure the notifications sent to case collaborators.
    Select the
    Notify Case Collaborator
     check box next to a notification to send it to a case collaborator.
  2. Click
    OK
    .