When new case is created and saved, QoS-IT plug-in calculates the Respond By time based on the SLA Response Time and the Contract Template (service days & hours). To create a workflow to customer notifying that Case has been logged and the time it will be responded by, follow these instructions:
Click: Settings>Workflows>New - to create new workflow
In the General tab enter:
Workflow Name: Notify customer that Case has been logged and the due "Respond By" date & time
Entity: Case
Publish as: Workflow
Scope: Organisation
Start when: select: "Record attributes change" Click: Select and select the attribute (field) named: Respond by
Next step is creating workflow steps:
Click: Add Step and select: Check Condition. A new "If then" is created. Click to configure condition.
A workflow condition page is opened. Select the following fields to create on condition:
Case - Respond by - contains Data
Click: Save & Close
You can add remarks to the step and to the condition:
If attribute (field) "Respond By" contain data
then send an Email to Responsible Contact
Click: Add Step and select:Send Email to add the next step in our workflow that sends an Email to customer
Select: Set Properties to create an Email
Using the Form Assistant window select the dynamic values you wish to insert in the Email (highlighted in yellow).
Place the cursor at the location you wish to insert a new dynamic value and select form the pick-list "look for" firstly the entity and then select again either the related entities or a field from the selected entity and click "add" and then "OK" to insert the value into the Email. If the cursor is placed in the fields: From, To, Cc: & Bcc then the available dynamic values are email addresses only.
The following Email has been created using above fields:
Once you are happy with the design click: Save and Close
To activate a workflow click:publish from the workflow toolbar and create new case to test the workflow. (The menu item workflows in the Case entity lists all workflows created for the case)