Quick Reference
| Notification | Trigger | Inbound Implicit | Inbound Explicit | Admin Implicit | Admin Explicit |
| New Case | New case submitted in the system | Yes | Yes | No | Yes |
| Case Shared with You | Case already exists, then shared with admin | No | Yes | No | Yes |
| Case Assigned to You | Case is assigned to you | Yes | Yes | Yes | Yes |
| New Message | New message roll-up notification | Yes, if assigned admin | Yes, if assigned admin | Yes, if assigned admin | Yes, if assigned admin |
| New Investigation Assigned to You | You're assigned as investigator on an investigation workflow | Yes, if assigned investigator | Yes, if assigned investigator | Yes, if assigned investigator | Yes, if assigned investigator |
| New Performance Assigned to You | You're assigned as manager on a performance workflow | Yes, if assigned manager | Yes, if assigned manager | Yes, if assigned manager | Yes, if assigned manager |
Key Terms
Implicit access — Access granted through the role's access scope settings, rather than through a specific action on a case. Custom roles have implicit access to whatever the role's configured access scope defines.
Explicit access — Access granted to a specific case through a direct action, such as:
- Assigning an admin who didn't already have access and clicking Grant
- Adding someone under Manage Access
- Adding someone via a routing rule
Role type — Whether the case is submitted by an employee (Inbound) or an Admin (via the dashboard) will impact which notifications the role receives by default.
Notes
- "New Case" and "Case Shared with You" are the two notifications where role type and access type actually change the outcome. The remaining four (Assigned, New Message, Investigation, Performance) all boil down to a single condition: are you the person specifically assigned to that thing?
- Explicit access is always an active grant (Grant button, Manage Access, or routing rule) — it doesn't happen automatically just because a case comes into the system.