The problem is, there is no user interface (that I know of) that managers of a workgroup / workbasket can use to manage who is listed in the contacts list. They can only manage members of the workgoup.
What's the best way to either allow managers to maintain the contact lists for a workbasket or send email to all members of a workgroup when an assignment is routed to a workbasket?
What I've found in the documentation and my own testing is that NotifyAllAssignees will send mail to people in the contacts list for a workbasket.
The problem is managing the members of that contacts list... I have not been able to find a UI that we can expose to users who can manage the contacts list for a workbasket. We have the Teams UI where work group managers can manage the members of a work group and manage the workbaskets associated with a work group, but I don't see a way for them to manage the contacts list of a workbasket.
Is there something that I'm missing? How do other customers use this feature if there is no way for end users to manage the contacts list? We can't have customers calling IT every time they want to add or remove a person from the contacts list for a workbasket.
As per my understanding all you need is a feature to be provided to the customer where he can change the contactist associated with a WorkGroup/WorkList. So, once end user/ customer changes this list based on the new list available the member get notified.
If this is what you are expected, you need develop the UI explicitly and from backend need to update values to respective work group/ work basket.
Posted: 3 years ago
Posted: 15 Aug 2018 10:38 EDT
Michael Fede (MichaelF4652)
I attempted to create this custom UI and it wasn't as easy as I expected. Since this was time sensitive I had to abandon this and create a work around. I ended up creating an Activity that sends email to all members of a Work Group.
There are pros and cons to this approach. The pro is that we don't have to manage a separate list of people who get notified when all members of a work group should get the notification. The cons are: if we need the flexibility to manage a separate contact list we can't do that, we have to use and maintain a custom activity instead of the OOTB notification activities, and we may not be able to use the custom activity for a notification on an assignment (the assignment is for the work basket but the custom activity is based on the work group) but we haven't fully tested this yet (have only tested this using a utility shape in a flow).
This seems to be a common use case for us and I can't imagine that we are unique. Ideally we would be able to use the out of the box notification activities and be able to manage the contact list without having to create our own custom UI, or having to edit the workbasket record in designer studio, and without have to create a custom activity.