Is there a way to have an email automatically sent to a department, depending on which department the case is escalated to?

Case

We have a Contact field in BPM that we would like to have an email notification sent when we escalate to a department. Is there a way to have an email automatically sent to a department, depending on which department the case is escalated to?

Solution

Yes, it is possible. You can create a business-process launching after the escalation, reading case, contact and the value of your field. You will need to set up several conditional flows according to the number of departments you have. In each conditional flow, check the value of the field: in case your field is a string it should look like [Read data.EscalatedTo]=='Customer Care']; if it is a lookup –  compare it to lookup only. 



Then you need to add the [Send email] element after each conditional flow and add mails to the "TO" field in accordance with the department.



Don't forget add a Default flow if the field is not populated or its value cannot be compared/processed by conditional flows. 



You can find more information about Send email element here. Find more guidelines on how to create your own business-process here.



A business-process is the only way to send such automatic emails. Also note that you need to add all emails to the "TO" field manually, since there is no option to send emails to groups of users at the moment.