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Notifying staff when an answer is changed to Review status
Answer ID 1429   |   Last Review Date 03/19/2019

Does anyone receive an email notification about the change when an answer changes to Review status? 

Environment:

Answer Review Notification

Resolution:

Oracle RightNow Cloud Service includes the Answer Reviewed notification message. When this notification is enabled, a notification is sent to the staff member assigned to the answer. The notification appears in the Communication Center of the assigned staff member.

Depending on the configuration of your site, an answer may be assigned to the Review status automatically by Oracle RightNow Cloud Service either due to a configured review date (enabled by the TC_AR_DATE_ENABLE configuration setting) or when the score for the answer decreases due to inactivity and reaches 0 (if the AR_AUTO_ENABLE setting is turned on). In either of these cases, when the answer status changes to Review, the Answer Reviewed notification is sent to the assigned staff member.

To enable the Answer Reviewed notification, use the steps below:

Click the plus sign next to the appropriate heading below to expand that section for viewing.

 November 2012 and newer - Message Templates enabled

  1. From the Configuration, select Site Configuration > Message Templates.
  2. In the left frame, click on the interface name and click Administrator Notifications button in the ribbon.
  3. Ensure that the Reviewed message listed under the Answer heading is enabled.
  4. Click Save and Close.

 May 2010 through August 2012 

  1. From the Configuration, select Site Configuration  > Interfaces.
  2. In the left frame, click on the interface name and click Administrator Notifications button in the ribbon.
  3. Ensure that the Reviewed message listed under the Answer heading is enabled.
  4. Click Save and Close.

​​​​​​​Note: If you wish to notify an entire group of staff members that an answer has been set to Review, you could either create a rule or create a scheduled report to be sent each day or on a regular basis.

To set up a rule, include the action Send Escalation Notification in the THEN part of the rule. In the field that lists the staff members, select the group name or press the CTRL key to highlight the individual members of the group.

You can create an alert so that a report is sent only if there is at least one answer set to the Review status. For more information on alerts, refer to Answer ID 2192: Using Alerts with Scheduled Reports.

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