Emails

The Emails tab of the Case Portal configuration (Start > Configuration > Email & Integration > Case Portal) controls which email account and email templates the Case Portal uses when it sends automated emails.

NOTE: Initially all settings are blank and must be configured to use the Case Portal. Once the settings have been configured, click Update Settings on each page to save. This page can be revisited at any time to change the settings.

• Default Sender Email Address: This picklist shows the email accounts that have been set up in Workbooks. If you don’t see your account listed, create it under Start > Configuration > Email & Integration > Email Settings, then click the refresh icon. Alternatively, leave this blank to use the Default Sender settings. If neither is configured, emails may fail to send.
• Registration Email Template: This is the Email Template used when the “Invite Person to Case Portal” Process is run from a Person record. The template must be based on the Person record type to show up here. To get you started, we’ve provided a template called “Support Portal – Registration”. You’ll find it by going to Marketing > Templates > New Template > A Specific Record Type and selecting the Person record type. You can change the body of the email as needed, but you must leave the @link@ placeholder in place. The Case Portal replaces it with a personalized registration URL when the template is used.
• Reset Password Email Template: This is the Email Template used when a user clicks “Forgotten Password” on the Case Portal login screen. The template must be based on the Person record type to show up here. To get you started, we’ve provided a template called “Support Portal – Forgotten Password”. You’ll find it by going to Marketing > Templates > New Template > A Specific Record Type and selecting the Person record type. You can change the body of the email as needed, but you must leave the @link@ placeholder in place. The Case Portal replaces it with a personalized password reset URL when the template is used.
• Send Automatic Emails for Case Status Changes?: By default, the Case Portal doesn’t email the primary contact to confirm that a Case has been raised or updated. We’d recommend switching this on, but it needs configuring to suit your requirements.
• Choose a Report Which Identifies Emails to Send: If the setting above is switched on, you must choose a report that identifies the Cases and Activities that need an automated notification email. The report only appears in this picklist if its Category is set to Case Portal. See Automatic Emails on Case Status Change for more information.