KB-2228 How to update default support case contacts and email distribution lists for case notifications

Purpose

Appian Support will occasionally initiate new support cases to alert you to incidents that are detected by our Appian Cloud monitoring or for important information that your teams should be aware of. 

Appian offers two mechanisms to help you ensure that the correct member(s) of your team are notified of these cases:

1. Default Case Contact and Watchers: User Registration Administrators can configure a default primary case contact and default watchers for every case created by Appian Support. You can customize these settings based on environment type. This feature is useful for helping Appian engage authorized individuals in your organization to collaborate directly through a support case.  
2. Email Distribution List: User Registration Administrators can configure an email distribution list which will receive case creation notification for every case created by Appian Support. This feature is useful for when you want non-case contacts to also be notified of new cases.

Instructions

Pre-requisites

• This change can only be performed by an User Registration Administrator.

Steps to configure

1. Navigate to MyAppian and click on Support > Accounts
2. Select the account you want to configure these features for
3. Select the Update Default Case Contacts and/or Case Creation Notifications related action(s) to complete the configuration
   1. Note: Default case contacts or watchers must already be Support Contacts for your organization. To update Support Contacts, see KB-2157

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: January 2023