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This article will discuss the process of Sending Case Notifications.


This feature will only appear if it has been activated by your Site Administrators. If you do not see this feature, please reach out to your Site Administrator for assistance in activating Case Notifications.


Case Notifications can be sent to Staff members, as well as additional recipients (such as Clients, or external Contacts). To send a Case notification, click on the “Send Notifications” link in the Case Actions section in the left-hand sidebar.

You will then be directed to the Send Notification Page.

First, enter a Notification Title. Notification Titles are not included in the notification that gets sent out. Their purpose is for an easy at-a-glance way of knowing what a particular Notification is about.

Next, schedule a Date and Time to send the Notification.

Notifications are sent out in batches every 5 minutes, so if you need a reminder to go out immediately, you can set the Date and Time to either the current Date and Time, or a time in the past. The Notification will then be sent at the next 5-minute mark.


Next, select a Notification Template to use. Notification Templates have been created by your Site and/or Network Administrators. If you do not see an option to select a Notification Template, that just means that no Notification Templates have been created for your Site.

After selecting the Template to use, choose the method you would like to use when sending the Case notification. The options available to you are:

  1. Email Notification

  2. SMS Notification

When selecting Yes for either or both of these Notification methods, you will be prompted to manually enter the email address or phone number of the recipient(s).

Each of these fields will have the option to be sent out using a specific Notification Template. The option of “Parent Template” will use the Template that was selected in the Notification Template field at the start of the Notifications section. The purpose of the per-recipient Notification Template fields is to make it easier to send batches of different Notifications to multiple individuals regarding the same Case.

If you are creating multiple Case Notifications that need to be sent out, click on the Schedule & Create New notification button. Otherwise, once you have set up all of the Notification information, click “Schedule Notification”. The Notification will then be sent out at the scheduled date and time.

Notifications that have not yet been sent can be Updated up until they have been sent out. After the Notifications have been sent out, you can send new ones at any time utilizing the Send Notification link on the Case Profile page.


All Notifications related to a Client via Case Notifications, Service Appointments, Tasks, and Assignments, can be found in the Notifications listview at the bottom of the Case Profile page.

Notifications Help Articles