Notifications and Emails are based on Dynamics 365 workflows and the VeloCITY 365 Mailer queue. Workflows can be configured to your needs, i.e., service request submissions, service request status changes or service request merges.
Velocity365 includes notification workflows that have been configured to respond to system activity and automatically send notifications to either internal recipients, i.e., System Administrators or Velocity365 Administrators or external recipients, i.e., citizens. The included workflows are:
Workflow | Audience | Description |
|---|---|---|
Velocity 365 - Send Status Change Update Email to SR Subscribers | External | Sends personalized notification to each subscriber when status is changed on a case. |
ABS - Case - Merge All Potential Duplicates | External | Sends notification to customer of duplicate cases being merged (using “Velocity Case Merged Template”). |
ABS - Case - Merge Into Identified Parent | External | Sends notification to customer of duplicate cases being merged (using “Velocity Case Merged Template”). |
ABS - Case - Notify Customer When Case is Canceled | External | Sends personalized notification to customer when case is cancelled. |
ABS - Case - Clone Service Request | Internal | Sends generalized notification to internal team when case is changed from one Interaction Type to another. |
The Velocity365 workflows can be configured to suit needs your needs and new workflows can be added.
All included notifications are sent from the Velocity 365 Mailer queue: Settings -> Email Configuration -> Mailboxes -> Active Queue Mailboxes View
More information on the configuration of workflows can be found by going to Dynamics 365 Documentation information site or click here.
Velocity 365’s included workflows include dynamically-created emails specific to the triggering system activity. The included emails are within the table below:
Name | Audience | Description |
|---|---|---|
Velocity 365 - Send Status Change Update Email to SR Subscribers | External | Sends personalized notification to each subscriber when status is changed on a case. |
ABS - Case - Merge All Potential Duplicates | External | Sends notification to customer of duplicate cases being merged (using “Velocity Case Merged Template”). |
ABS - Case - Merge Into Identified Parent | External | Sends notification to customer of duplicate cases being merged (using “Velocity Case Merged Template”). |
ABS - Case - Notify Customer When Case is Canceled | External | Sends personalized notification to customer when case is cancelled. |
ABS - Case - Clone Service Request | Internal | Sends generalized notification to internal team when case is changed from one Interaction Type to another. |
The emails are all generated using the out of the box workflows and sent from the Velocity 365 Mailer queue. The queue can be mapped to any email address, but if mapped to Exchange Online, the email address for the Mailer must belong to a licensed Office 365 user or to a shared mailbox. A typical email address for sending email is noreply@mycity.com.
If a different sender is preferred for a specific email, each of the workflows can be modified as required.
When deployed the default sender is Velocity 365 Mailer.
More information can be found by going to Dynamics 365 Documentation information site:
Changing the default sender (mailer queue)
To change the default sender:
