Return to Navigation

Configuring Contact Me Regarding This Problem Notifications

This topic discusses how to configure notifications that are triggered after users click the Contact Me Regarding This Problem button on self-service application pages.

Note: The Contact Me Regarding This Problem button is specific to call center self-service application pages; it is different from the Contact Us page that customers use to submit general-purpose questions and feedback to your organization.

To configure notifications for the Contact Me Regarding This Problem button:

  1. Create a new email template (if you do not want to use the delivered email template for your email notifications).

  2. Set up an AAF policy to configure the use of the Contact Me Regarding This Problem button.

    Use these AAF delivered data elements:

    Data Element

    Name

    Trigger Point

    After a New Self-Service HelpDesk Case is Saved

    After a New Self-Service Support Case is Saved

    Policy Name

    Employee Has Requested Contact - Agent Assigned

    Employee Has Requested Contact - Provider Group Assigned

    Employee Has Requested Contact - No Provider Group or Agent Assigned

    Self Service Case Created - Assigned to Agent

    Self Service Case Created - Assigned To Provider Group

    Note: These are the policies that PeopleSoft delivers. You can create new policies as you need them.

    Action Type

    Notifications & Workflow

    Action Name

    Worklist Notification to Assigned To

    Send Worklist Notification