Add a notification template for changes in case contents

To add a notification template to informing case owners about customers adding comments or attaching files to cases, you use the Notification templates (SM204003) window.

After you added the notification template, you register the template on Self-service portal to automatically send emails to case owners.

This topic describes how you can add simple notification template for informing a case owner of additions to their cases.

Add a notification template for activities in cases

1. Go to the Notification templates (SM204003) window.
2. Click .
3. In the Notification ID field, enter the name of the notification.
4. In the From field, select the system email account to be used to send emails.
5. In the To field, select the case owner. Type ( (Case.OwnerID.Email) ) or select the necessary option in the list.
6. In the Subject field, type the subject of the email, and add the case ID.
   Type ( (Case.CaseCD) ) or select the necessary option in the list.
7. In the text area, enter the email text and add the contents of the change. Do the following:
   • Enter the text of the email.
   • Add the subject of the customer comment. Type ( (ActivitiesSelect.Subject) ).
   • Add the contents of the case change to the email body. Type ( (Activities.Body) ) .
8. Click .