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