In Sage CRM, there are a wide range of different functionalities available. One of the most useful feature in Sage CRM is Escalation Rules. By using the Escalation rule you can perform numerous actions within Sage CRM such as displaying On screen notifications for users, send emails to customers, set certain column value, reset column value, execute SQL statement or run stored procedures, etc. All these actions can be performed on Primary entities i.e., for Company, Person, Cases, Opportunity, Lead, etc. as well as for Custom entities in Sage CRM.
One of the client came up with the requirement where they wanted to trigger on screen notifications to all members of a team rather than a specific user. The reason for sending notification to the team was that as per the business process designed at a certain stage they wanted to involve the whole team rather than just an individual user.
In this blog, we are going to discuss about how to create an escalation rule that sends on screen notification to all members of a team rather than just an individual user in CRM.
To achieve the same just follow below few steps –
- To create on screen notification for the team just navigate to, Administration -> Advanced Customization -> Escalation and click on the new Button. Here we are considering an example of a Case entity.
- Add values in the necessary fields like Table or View, Rule name, Rule Enabled, Trigger SQL Clause, etc.
- Add below code “Trigger SQL Clause” field to show the on screen notification to the team.
case_deleted IS NULL AND Case_ChannelId=#C
Here, #C will return the current logged users’ team ID. You can refer below screenshot for your reference.
4. Now save the escalation. Once you save the escalation, users of the same team will get the on screen notification.
In this way with the help of the “#C” code in the Trigger SQL Clause, you can easily create an escalation rule that sends on screen notifications to all members of a team rather than just an individual user in CRM. You can even send on screen notifications to a team for custom entities if the channel Id field is created in the custom entity.
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