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Administrator Guide
Last Updated: 2024-09-20
Reference: Case Management Notifications

Reference: Case Management Notifications

Workday delivers case management notifications to keep case owners, case solvers, and collaborators informed of new cases and updates to existing cases.

Case Management Notification Recipients

Recipient
Description
Case Owner
An employee specified in the
For
 field on a case.
This field can record:
  • An employee who created a case for themselves.
  • An employee who someone else created a case for.
Employees added in the
Create About
 field don't receive any notifications.
Case Solver
An employee assigned to work on and resolve a case. Case solvers can update the
Created For
 field on a case and assign it to an internal employee or external contact.
Collaborator
An employee tagged in an internal note on a case.

Case Owner Notifications

Notification
Description
Case Assignee Change - Notify Case Owner
Notifies the case owner of a new case solver assignment or reassignment for their case.
Case Attachment - Notify Case Owner
Notifies the case owner when a case owner, case solver, or case collaborator adds an attachment to their case.
Case Creation - Notify Case Owner
Notifies the case owner when:
  • They create a case for themselves.
  • Someone else creates a case on their behalf.
Case Owner Change - Notify Case Owner
Notifies the new case owner when they have been assigned as the new case owner of a case.
Case Reply - Notify Case Owner
Notifies the case owner when a case solver adds a new message to their case.
Case Service Team Change - Notify Case Owner
Notifies the case owner when the assigned service team for their case changes to a different team.
Case Status In Progress / In Review / On Hold - Notify Case Owner
Notifies the case owner when their case moves to a status of
In Progress
,
On Hold
, or
In Review
.
Case Status Resolved / Canceled - Notify Case Owner
Notifies the case owner when a case solver resolves or cancels their case.
Case Type Change - Notify Case Owner
Notifies the case owner when the case type on their case changes.

Case Solver Notifications

Notification
Description
Case Assignee Change - Notify Case Solver
Notifies the newly assigned case solver when a case is assigned to them.
Case Attachment - Notify Case or Service Team
Notifies the assigned case solver or service team when a case owner, case solver, or collaborator adds an attachment to a case.
Case Creation - Notify Case Solver or Service Team
Notifies the assigned case solver or service team of a new case.
Case External Record Linked or Delinked - Notify Case Solver or Service Team
Notifies the assigned case solver or service team of:
  • A new link to an external record on a case.
  • The removal of an existing link to an external record on a case.
Case Internal Note - Notify Case Solver or Service Team
Notifies the assigned case solver or service team of a new note added to a case.
Case Reply - Notify Case Solver or Service Team
Notifies the assigned case solver or service team of a new reply to a case.
Case Service Team Change - Notify Case Solver or Service Team
Notifies the case owner or service team when the assigned service team for their case changes to a different team.
Case Solver Digest - Notify Case Solver
Notifies all case solvers with a summary of:
  • Comments and notes added to assigned case in the past 24 hours.
  • New assigned cases in the past 24 hours.
Archived Case Attachment - Notify Case Solver or Service Team
Notifies the assigned case solver or service team when a case owner adds an attachment to a resolved or canceled case.
Archived Case Reply - Notify Case Solver or Service Team
Notifies the assigned case solver when a case owner adds an attachment to a resolved or canceled case.

Collaborator Notifications

Notification
Description
Case Attachment - Notify Case Collaborator
Notifies a collaborator when a case owner, case solver, or case collaborator adds an attachment to their case.
Case Internal Note - Notify Collaborator
Notifies a collaborator of a new note added to a case.
Case Note Tagging - Notify Collaborator
Notifies a collaborator when a case solver or case collaborator mentions them on a case note.
Case Reply - Notify Case Collaborator
Notifies a collaborator when a case owner adds a new message to the case.
Case Sharing - Notify Collaborator
Notifies a collaborator that another collaborator or case solver shared a case with them.
The notification also contains a link to the shared case.
Case Type Change - Notify Case Collaborator
Notifies a collaborator when a case solver changes a case type to one that removes viewing access for the collaborator. Example: Changing the case type from non-confidential to confidential.