Standalone Messages

Although case messages are part of the Case Management system, messages can be send without the need for a case. Instead of providing a case id to group related messages together, a message set id is used.

Configuration

Configuring views for stand-alone messages is very similar to messages linked with cases. Add either the view Get Case Messages From Set By Source or view Get Case Messages From Set By Destination, both from the system object DCS.Case Messages, to a page that contains the proper context information.

System Views for Displaying Case Messages

View Get Case Messages From Set By Source displays all messages within the set with the same message set id that are sent by the user which opened the page.
View Get Case Messages From Set By Destination displays all messages within the set with the same message set id that are received by the user which opened the page.

Important

The field MessageSetId must be set in context otherwise no messages will be displayed or processed.

Sending Messages

As standalone messages use the same case messages feature, creating a standalone message is very similar as for messages with cases. Note, however, that for standalone messages it is important that the MessageSetId must be filled in, otherwise an error message will be displayed during creation.

An example:

Standalone Message Example

The result:

Standalone Message Result

For more information about other details regarding message creation, consult Sending Messages With Cases.

Updating, Answering and Closing Messages

Updating, answering and closing standalone messages is exactly the same as with messages with a link to a case. The reason for this is that these actions refer to an internal message id and all other context, like message set id or case id if applicable, is just passed on to the corresponding methods.

Please consult to the following paragraphs for detailed information:

Following up Messages

The Case Message Dashboard is mainly set up for tracking messages with cases but most views on the dashboard do not differentiate between messages with or without cases and as such it is possible to track messages without cases as well.