Did you know that you can configure resolution templates to prevent Close Case email delivery to employees?
When management or HR creates a case on an employee's behalf, they can render the case visible to the employee to confirm activity regarding the employee's concern.
However, for some situations, management/HR prefers that the case's resolution remains invisible to the employee.
Such situations can include:
• Discipline
• Employee relations
• Grievances
• Harassment
• Safety
• Security
• Workplace violence
After Joey Smith reports Sally Snodgrass for harassment, while Joey can see that HR created a case for his complaint, the system will not send him an email that tells him how HR dealt with Sally in the end.
Preventing Close Case notifications to employees minimizes privacy concerns.
Close Case Form Strategy
In an individual case's Close Case form, from the Send Email to Employee drop-down list, agents can select "No" before closing the case.
Thus, the system will not send a Close Case notification to the employee.
Resolution Template Strategy
HR Case Management setup administrators can set any resolution template's "Suppress Close Case Emails" switch to "Yes."
Thus, for cases that are set to "Show to Employee = Yes", in the Close Case form, when agents select a configured resolution template, the “Send Email to Employee” drop-down is:
• Automatically set to "No";
• Read-only; and;
• Cannot be changed.
This strategy prevents mistakes in individual cases.
Note:
These changes do not occur in cases that are set to "Show to Employee = No."
Benefits
• Provides another strategy for preventing Close Case emails to employees
• Privacy protection
• Promotes safety and security for reporting employees and the organization
Resolution Template Strategy: Steps
1. Log into HR Case Management as a setup administrator (CMsetup).
2. In the portal menu, navigate to Case Management Admin > Configurable Lists.
3. In the Configurable Lists menu, click Resolution Templates.
4. On the Resolution Templates page, select a Resolution Template.
5. On the Resolution Template’s Properties tab, scroll down to the Suppress Close Case Emails switch, and click it to set it to “Yes.” Then click Update.
6. Open any case in Case Management.
7. On the case form, click Close Case.
8. In the Close Case form, select a Resolution Template that has its Suppress Close Case Emails switch set to “Yes.”
In the Close Case form, the “Send Email to Employee” drop-down changes from “Yes” to “No” and becomes read-only.
For questions or more information, contact your HRSD Advisor (Customer Success Manager (CSM)).
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