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.

Managing Notification Workflows

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: Advanced Settings -> 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.

Setting up Email

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:

  • For information on email templates, click here.
  • For information on connecting Dynamics 365 (online) to Exchange Online, click here.
  • For information on connecting Dynamics 365 (online) to Exchange Server (on-premises), click here.

Changing the default sender (mailer queue)

To change the default sender:

  1. Navigate to Advanced Settings -> Settings -> Processes
  2. The All Processes view of the Process form displays.
  3. Navigate to the required process.  The process detail form displays.
  4. Click Set Properties to the right of the field to be updated, i.e., Send English Email.
  5. The email template displays
  6. If the Set Properties is not displayed, deactivate the process.
  7. Update the Sender within the From field’s lookup.
  8. Click Save and Close.
  9. Click Activate, if required.
  10. The Process Activate dialog displays, confirm the activation.