Question
Customize message template for case status change based on business unit
15:50 Mar 12, 2026
Hi,
I have a use case where, upon a change in the case status, the business process should verify the Business Unit specified in the case record and trigger the corresponding message template based on both the Business Unit and the case status.
This requirement arises because different Strategic Business Units (SBUs) may have their own customized message templates. Currently, the system triggers a standardized message template by default for case creation and case status changes. However, the requirement is to enable the system to send SBU-specific message templates instead of the default standardized ones.
How can I achieve solution to this?
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