Send Alert to Assigned Support Rep for Reopened Cases

 

 

1.    Navigate to Lists > Search > Saved Searches > New > Case.

2.    In the Criteria tab > Standard, add the filters:

a.     Status is Reopened

b.    Awaiting Support Reply is True

3.    In the Results tab, add the fields to be included in the body of the email (ex: Number, Subject, Company, Assigned To, Message Text).

4.    In the Email tab > Recipients from Results, mark the Send on Update checkbox.

5.    Add Assigned To under Recipient Field.

6.    Click on Save.