Customize message template for case status change based on business unit
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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Hello,
Thank you for the detailed description of your business requirement.
This scenario can be implemented using a custom business process triggered by a change in the Case status.
I recommend structuring the solution into a main process and several subprocesses.
The main process should be triggered by the Case status modification. Within this process, you can use an Exclusive Gateway (OR) to evaluate the first condition - the Case Status. For each relevant status, you can then trigger a separate subprocess responsible for handling the next level of logic.
Please also ensure that a default flow is configured in the main process to handle cases where none of the defined conditions are met.
In the subprocess, you can pass the Case Id from the main process as a parameter. Then, use a Read Data element to retrieve the Strategic Business Unit value. After that, apply another Exclusive Gateway (OR) (also with a default flow) to determine which email template should be used based on the SBU.
Finally, use the Send Email element to send the appropriate message. You can select predefined email templates directly within this element.
Email templates can be created and managed in the Message Templates section.
Please find below some helpful resources to guide you through the configuration:
Exclusive gateway (OR) | Creatio Academy
Sub-process element | Creatio Academy
Send email process element | Creatio Academy
Work with message templates | Creatio Academy