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

khalid.sharara — Mon, 09 Jan 2023 14:57:15 GMT

Current Revision posted to Appian Knowledge Base by khalid.sharara on 1/9/2023 2:57:15 PM

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:

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.
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

Navigate to MyAppian and click on Support > Accounts
Select the account you want to configure these features for
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

Tags: support contacts, administration, How To, how-to, community, users, forum

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

khalid.sharara — Mon, 09 Jan 2023 14:56:56 GMT

Revision 10 posted to Appian Knowledge Base by khalid.sharara on 1/9/2023 2:56:56 PM

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:

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.
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

Navigate to MyAppian and click on Support > Accounts
Select the account you want to configure these features for
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

Tags: support contacts, administration, How To, how-to, community, users, forum

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

khalid.sharara — Mon, 09 Jan 2023 14:53:25 GMT

Revision 9 posted to Appian Knowledge Base by khalid.sharara on 1/9/2023 2:53:25 PM

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:

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.
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 alerted of new cases.

Instructions

Pre-requisites

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

Steps to configure

Navigate to MyAppian and click on Support > Accounts
Select the account you want to configure these features for
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

Tags: support contacts, administration, How To, how-to, community, users, forum

KB-2228 How to update default support case contacts and watchers for case notifications

khalid.sharara — Mon, 09 Jan 2023 14:52:59 GMT

Revision 8 posted to Appian Knowledge Base by khalid.sharara on 1/9/2023 2:52:59 PM

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:

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.
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 alerted of new cases.

Instructions

Pre-requisites

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

Steps to configure

Navigate to MyAppian and click on Support > Accounts
Select the account you want to configure these features for
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

Tags: support contacts, administration, How To, how-to, community, users, forum

KB-2228 How to update default support case contacts and watchers for case notifications

khalid.sharara — Mon, 09 Jan 2023 14:30:15 GMT

Revision 7 posted to Appian Knowledge Base by khalid.sharara on 1/9/2023 2:30:15 PM

Purpose

User Registration Administrators can configure Support Contacts to be automatically added to any support case created by Appian. This helps you best manage who in your organization should be notified when Appian creates creates a case.

Instructions

Pre-requisites

In order to be added as a default case contact or watcher, you need to be a Support Contact for your organization. To know how to update Support Contacts, see KB-2157.
This change can only be performed by an User Registration Administrator.

Steps to update default case contacts

Navigate to MyAppian and click on Support > Accounts.
Select the account where you want to update the default contacts.
Open the Update Default Case Contacts related action.
Update the Primary Contact and/or watchers as needed.
Save the changes.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: October 2022

Tags: support contacts, administration, How To, how-to, community, users, forum

KB-2228 How to update default support case contacts and watchers for case notifications

Maggie Deppe-Walker — Wed, 28 Dec 2022 06:01:02 GMT

Revision 6 posted to Appian Knowledge Base by Maggie Deppe-Walker on 12/28/2022 6:01:02 AM

Purpose

Default Support Contacts can be configured so that they are added by default to any support case created by Appian. They will then receive the communications related to the support cases.

Instructions

Pre-requisites

In order to be added as a default case contact or watcher, you need to be a Support Contact for your organization. To know how to update Support Contacts, see KB-2157.
This change can only be performed by an User Registration Administrator.

Steps to update default case contacts

Navigate to MyAppian and click on Support > Accounts.
Select the account where you want to update the default contacts.
Open the Update Default Case Contacts related action.
Update the Primary Contact and/or watchers as needed.
Save the changes.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: October 2022

Tags: support contacts, administration, How To, how-to, community, users, forum

DRAFT KB-2746 How to update default support case contacts and watchers for case notifications

Ana Lucero — Wed, 02 Nov 2022 07:00:36 GMT

Revision 5 posted to Appian Knowledge Base by Ana Lucero on 11/2/2022 7:00:36 AM

Purpose

Default Support Contacts can be configured so that they are added by default to any support case created by Appian. They will then receive the communications related to the support cases.

Instructions

Pre-requisites

In order to be added as a default case contact or watcher, you need to be a Support Contact for your organization. To know how to update Support Contacts, see KB-2157.
This change can only be performed by an User Registration Administrator.

Steps to update default case contacts

Navigate to MyAppian and click on Support > Accounts.
Select the account where you want to update the default contacts.
Open the Update Default Case Contacts related action.
Update the Primary Contact and/or watchers as needed.
Save the changes.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: October 2022

Tags: support contacts, administration, How To, how-to, community, users, forum

DRAFT KB-2746 How to update default support case contacts and watchers for case notifications

Maggie Deppe-Walker — Mon, 10 Oct 2022 18:45:44 GMT

Revision 4 posted to Appian Knowledge Base by Maggie Deppe-Walker on 10/10/2022 6:45:44 PM

Purpose

Default Support Contacts can be configured so that they are added by default to any support case created by Appian. They will then receive the communications related to the support cases.

Instructions

Pre-requisites

In order to be added as a default case contact or watcher, you need to be a Support Contact for your organization. To know how to update Support Contacts, see KB-2157.
This change can only be performed by an Admin Account.

Steps to update default case contacts

Navigate to MyAppian and click on Support > Accounts.
Select the account where you want to update the default contacts.
Open the Update Default Case Contacts related action.
Update the Primary Contact and/or watchers as needed.
Save the changes.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: October 2022

Tags: support contacts, administration, How To, how-to, community, users, forum

DRAFT KB-2746 How to update default case contacts and watchers for cases notifications

Ana Lucero — Thu, 29 Sep 2022 10:55:10 GMT

Revision 3 posted to Appian Knowledge Base by Ana Lucero on 9/29/2022 10:55:10 AM

Purpose

Default Support Contacts can be configured so that they are added by default to any support case created by Appian. They will then receive the communications related to the support cases.

Instructions

Pre-requisites

In order to be added as a default case contact or watcher, you need to be a Support Contact for your organization. To know how to update Support Contacts, see KB-2157.
This change can only be performed by an Admin Account.

Steps

Navigate to MyAppian and click on Support > Accounts.
Select the account where you want to update the default contacts.
Open the Update Default Case Contacts related action.
Update the Primary Contact and/or watchers as needed.
Save the changes.

Tags: support contacts, administration, How To, how-to, community, users, forum

How to update default case contacts and watchers for cases notifications

Ana Lucero — Thu, 29 Sep 2022 10:51:53 GMT

Revision 2 posted to Appian Knowledge Base by Ana Lucero on 9/29/2022 10:51:53 AM

Purpose

Default Support Contacts can be configured so that they are added by default to any support case created by Appian. They will then receive the communications related to the support cases.

Instructions

Pre-requisites

In order to be added as a default case contact or watcher, you need to be a Support Contact for your organization. To know how to update Support Contacts, see KB-2157.
This change can only be performed by an Admin Account.

Steps

Navigate to MyAppian and click on Support > Accounts.
Select the account where you want to update the default contacts.
Open the Update Default Case Contacts related action.
Update the Primary Contact and/or watchers as needed.
Save the changes.

Tags: support contacts, administration, How To, how-to, community, users, forum

How to update default case contacts and watchers for cases notifications

Ana Lucero — Thu, 29 Sep 2022 10:48:44 GMT

Revision 1 posted to Appian Knowledge Base by Ana Lucero on 9/29/2022 10:48:44 AM

Purpose

Default Support Contacts can be configured in order for them to be added by default to any support case created by Appian. They will then get the communications related to the support cases.

Instructions

Pre-requisites

In order to be added as a default case contact or watcher, you need to be a Support Contact for your organization. To know how to update Support Contacts, see KB-2157.
This change can only be performed by an Admin Account.

Steps

Navigate to MyAppian and click on Support > Accounts.
Select the account where you want to update the default contacts.
Open the Update Default Case Contacts related action.
Update the Primary Contact and/or watchers as needed.
Save the changes.

Tags: support contacts, administration, How To, how-to, community, users, forum