Configuring Notifications at Organization, Role, and User Levels

  • Updated

OWL provides a comprehensive notification system that enables administrators to configure notifications for important activities, alerts, and updates within the platform. Notifications can be configured at three levels:

  • Organization Level – Defines the notifications available for configuration across the organization.
  • Role Level – Enables notifications for users based on their assigned roles and license types.
  • User Level – Allows notifications to be configured for individual users.

The notification settings page displays notification flags organized by module and category. Administrators can enable notifications and configure recipients and delivery channels, including User, Supervisor, Role, Department, Email, Text, and Web UI, where available.

This helps organizations to...

  • Notify relevant users about case creation, case updates, and other significant case-management activities.
  • Configure notifications for appropriate departments and supervisors to support timely follow-up and coordination.
  • Configure notifications for case-related activities so that designated users and supervisors can stay informed.
  • Use role- and department-based notifications to support communication and coordination among personnel involved in case management.

Access Restrictions

  • Super Admin and Admin: Can configure notifications
  • Supervisor, Team Admin, and User Full: Cannot configure notification. They can view notifications enabled for their account under My Profile > Notifications.

How It Interacts with Other Features

The OWL notification system interacts with the following modules and settings:

  • User Management: Supports notification configuration for individual users.
  • Role Settings: Enables notification configuration based on roles and license types.
  • Case Management: Provides notification options for supported case-related activities, such as creating, editing, viewing, and searching cases.
  • Notification Delivery Channels: Supports available delivery options such as Email, Text, and Web UI.

Notification Precedence

OWL uses the following precedence for notification configuration:

User > Role > Organization

User-level settings take precedence over role-level settings, which take precedence over organization-level settings. Organization-level settings establish the notifications available for configuration at the lower levels.

The system can route notifications to configured recipients, including the user, department supervisor, role members, and department members, depending on the notification settings and the event trigger.

Deliver To

The Deliver To setting determines who receives notifications when a specific action is performed in OWL.

1. User

  • Sends notifications only to the user who performed the action.

  • Example: If the Monitoring Re-Run Search notification is enabled at the User level, only that user receives the notification.

2. Supervisor

  • Sends notifications to the supervisor of the department to which the user who performed the action belongs.

  • Example: If the Collaborate Case notification is enabled, the department supervisor receives the notification when a user in their department performs the action.

3. Role

  • Sends notifications to all users assigned to the same role and department as the user who performed the action.

  • Example: If the Auto Association Collaboration notification is enabled, when a new user is added under the same role and department, the other users in that role and department receive the notification.

4. Department

  • Sends notifications to all users within the department where the action was performed.

  • Example: When a new case is created within a department, all users in that department receive the notification.

Configure Notifications at the Organization Level

  1. Click Administration.
  2. Under the OWL Admin menu, click Notification. The Organization Notifications page opens.
  3. Review the notification flags organized by module and category.
  4. Click Edit to modify the available notification settings.
  5. Enable the required notifications and configure the appropriate recipients and delivery channels, where applicable.
  6. Save the changes.

Important: Organization-level notification settings determine which notifications are available for configuration at the Role and User levels.

Configure Notifications at the Role Level

  1. Click Administration.
  2. Under the OWL Admin menu, navigate to User Management-Organization.
  3. Click Role Settings.
  4. Select the required Role and License Type.
  5. Click Search.
  6. Open the Notifications section.
  7. Click Edit.
  8. Select the appropriate notifications enabled at the organization level.
  9. Click Save to apply the changes.

Reset to Default

If a notification setting has been customized at the Role level, Admin can click Reset to Default to restore the setting to the corresponding Organization-level configuration.

Configure Notifications at the User Level

  1. Click Administration.
  2. Navigate to User Management.
  3. Select the username of the user whose notifications need to be configured.
  4. Open the Notifications section.
  5. Click Edit.
  6. Select the appropriate notifications available for the user.
  7. Click Save to complete the configuration.

Note: Only notifications enabled at the organization level are available for configuration at the Role and User levels.

Reset to Default

When a notification setting has been customized at the User level, users can click Reset to Default to revert to the corresponding Role-level configuration, if available. If no Role-level configuration exists, the setting will revert to the Organization-level configuration.

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