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Rule actions

You can specify four different types of actions that are performed when the criteria for a rule is met. For each action, you specify whether to perform the action immediately or at a certain date and time.

Rule actions that specify immediate execution are performed in the order that you define. You can use the Up and Downbuttons to reorder actions. If an action is dependent on another action to be completed first, consider this dependency when you order actions. The order of actions does not affect time-based actions.

You can specify the following types of actions:

Create Activity Plan
Creates an activity plan from the template that you specify. You can assign the activity plan to the user who invoked the action, to a coverage role, or a specific user name. You can also associate the contact from the target object or a specific contact for the activity plan.

Create Task
Creates a task from the activity template that you specify. You can assign the task to the user who invoked the action, to a coverage role, a specific user name, or a work queue. You can also associate the contact from the target object or a specific contact for the task.

Send Notification
Sends a notification to alert users to changes to relevant information in NexJ CRM. You can also add quick responses to notifications, which enable users to perform an action on the record associated with a notification.

To enable notifications you must assign the appropriate privileges to users and enable application features and user options for the system. For more information, see Enabling notifications.

Update Field
Updates a field to a specific value. You can select the field and define the field value to update.


You can add a maximum of 100 actions for a given rule. The system will ignore actions beyond the allowed limit. Performance may be affected if too many actions are created.

Rules for service requests
Adding rules
Specifying rule criteria
Adding actions to create activity plans
Adding actions to create tasks 
Adding actions to send notifications
Adding actions to update fields

Immediate and time-based actions

You can specify that an action executes as soon as rule criteria is satisfied or you can delay execution to a certain date and time. Immediate actions execute as soon as rule criteria is satisfied. Time-based actions execute relative to a specified date or time field for an object when rule criteria is satisfied.

For example, you can create a time-based action relative to the following dates:

  • Birthday for a contact
  • Created date or expected close date for an opportunity
  • Created date for a lead
  • Start or due date for a document
  • Start or end date for a schedule item
  • Start or due date for a task
  • Created date, due date, or resolution time for a service request


Adding many time-based actions may negatively affect performance. When rule criteria is met, time triggers are created for time-based actions. Performance may be affected if many time triggers are waiting to execute.


Related links

Adding actions to create activity plans
Adding actions to create tasks 
Adding actions to send notifications
Adding actions to update fields

Adding actions to create activity plans

Add an action to create an activity plan if rule criteria is met for the related rule.

Specify the activity plan template and details such as the plan due date. Also define the user to assign the plan to and the contact to associate with the plan.
To add an activity plan action:

  1. Navigate to the Customize workspace and select the Rules tab,
  2. Select the rule in which you want to add an activity plan rule action.
  3. In the Actions tab, click the Add button  and select Create Activity Plan.
    The Add Create Activity Plan Action dialog opens.
  4. In the Execution area, select one of the following options to define when the rule executes:
    • Immediate
      Performs the action immediately after rule criteria is met.

    • Time based
      Performs the action relative to a date or time field for the subject area. To specify the time, in the Time based fields, define the number of days or hours before or after a time field that is specific to the subject area. For example, for an opportunity, specify 10 Days Before Expected Close Date.

      Before you can create a time-based action, you must specify both creation and modification triggers for the rule that contains the action.

  5. In the Template field, define the activity plan template:
    1. Click the Select button .
      The Select Activity Plan dialog opens.
    2. Select an activity plan and click OK .
      The Select Activity Plan dialog closes.
  6. [Optional] In the Description field, enter a description of the activity plan rule action.
  7. [Optional] In the Priority field, select a priority for the activity plan rule action.
  8. [Optional] In the Due Date field, select a due date for the activity plan rule action to be completed by, relative to the date the action is created for the user.
    For example, if you want the activity plan to be completed the day after it is created, select 1 day after Create Date.
  9. [Optional] In the Notes field, enter any additional information for the activity plan rule action.
  10. In the Assign Activity Plan area, select one of the following options:
    • Current User invoking Action
      Assigns the activity plan to the user who triggered the rule.

    • Coverage Role
      Assigns the activity plan to the user who belongs to a specified coverage role. To select a coverage role, in the first field, select whether you want the role to be Coverage or Opportunity Team type. Then, in the second field, select the user role you want to assign the activity plan to.

    • Specific User
      Assigns the activity plan to a specific user. To select a user, In the Specific User field, click the Select button . In the Select User dialog that opens, find and select the user you want to assign the activity plan to.

  11. In the For Contact area, select one of the following options:
    • Contact specified in the For field of the triggering object
      Creates the activity plan for the contact related to the triggering object. For example, in a rule that is triggered when a field in a contact's record is updated, the contact from the triggering object would be the contact whose record had a field updated. Select the field name from the list of available triggering object fields.

    • Specific Contact
      Creates the activity plan for a specific contact. To select a contact, in the Specific Contact field, click the Select button . In the Select Person dialog that opens, select the contact you want to create the activity plan for.

    • No Contact
      If you do not specify a contact, then the activity plan will be created for the contact from the target object by default.

  12. Click OK.
    The Add Create Activity Plan Action dialog closes.

The activity plan rule action is now created.

Related links

Immediate and time-based actions

Adding actions to create tasks

Add an action to create a task if rule criteria is met for the related rule.

Specify the activity template and details such as the task due date. Also define the user to assign the task to and the contact to associate with the task.

To add create a task rule action:

  1. Navigate to the Customize workspace and select the Rules tab,
  2. Select the rule in which you want to add create a task rule action.
  3. In the Actions tab, click the Add button and select Create Task.
    The Add Create Task Action dialog opens.
  4. In the Execution area, select one of the following options to define when the rule executes:
    Immediate
    Performs the action immediately after rule criteria is met.
    Time based
    Performs the action relative to a date or time field for the subject area. To specify the time, in the Time based fields, define the number of days or hours before or after a time field that is specific to the subject area. For example, for an opportunity, specify 10 Days Before Expected Close Date.

    Before you can create a time-based action, you must specify both creation and modification triggers for the rule that contains the action.

  5. In the Template field, define the task template:
    1. Click the Select button .
      The Select Activity Template dialog opens.
    2. Select an activity template and click OK.
      The Select Activity Template dialog closes.
  6. [Optional] In the Description field, enter a description of the create task rule action.
  7. In the Priority field, select a priority for the create task rule action.
  8. [Optional] In the Due Date field, select a due date for the create task rule action to be completed by, relative to the date the action is created for the user.
    For example, if you want the task to be completed the day after it is created, select 1 day after Create Date.
  9. [Optional] In the Notes field, enter any additional information for the create task rule action.
  10. In the Assign Task area, select one of the following options:
    Current User invoking Action

    Assigns the task to the user who triggered its creation.
    Coverage Role

    Assigns the task to the user who belong to a specified coverage role. To select a coverage role:

    1. In the first field, select whether you want the role type to be Coverage or Opportunity Team.

    2. In the second field, select the user role you want to assign the task to.

    Specific User
    Assigns the task to a specific user. To select a user:
    1. In the Specific User field, click the Select button .
      The Select User dialog opens.
    2. Find and select the user you want to assign the task to.
    3. Click OK.
    The Select User dialog closes.
    Work Queue

    Assigns the task to an existing work queue. To select a work queue:
    1. In the Work Queue field, click the Select button .
      The Select Work Queue dialog opens.
    2. Select the work queue you want to assign the task to.
      You can search for the work queue in the Name field on top of the Select Work Queue dialog.
    3. Click OK.
      The Select Work Queue dialog closes.
  11. In the For Contact area, select one of the following options:
    Contact from the Target Object
    Only available for rules with the Contact subject area. Creates the task for the same contact as the one associated with the target object.
    Contact specified in the For field of the triggering object
    Creates the task for the contact related to the triggering object. For example, in a rule that is triggered when a field in a contact's record is updated, the contact from the triggering object would be the contact whose record had a field updated. Select the field name from the list of available triggering object fields.
    Specific Contact

    Creates the task for a specific contact. To select a contact, in the Specific Contact field, click the Select button . In the Select Person dialog that opens, select the contact you want to create the task for.
    No Contact
    If you do not specify a contact, then the task will be created for the contact from the target object by default.
  12. Click OK.
    The Add Create Task Action dialog closes.

The create task action is now created.

Related links

Immediate and time-based actions

Adding actions to send notifications

You can add an action to send a notification if the rule criteria are met for the related rule. A notification is a message that alerts a user to changes to information in NexJ CRM that are relevant to them. For example, a user can receive a notification of changes to a lead that they own or to a contact that they cover. A user can also receive a notification when they are assigned a service request.


A message is a communication between users within a conversation.

You require the appropriate user options to use notifications. If you are unable to access notification features, contact your system administrator.

You can configure notifications for delivery to the notifications stream in the Notifications sidebar in NexJ CRM and the email address associated with a user. Specify recipients by role, or by selecting specific users or user groups.

You can also include values from a changed field into a notification message. For example, you can include the start date and time for a schedule item that has changed in a notification using the ${startTimeFormatWithTimeZone} token, as shown in the following example:

The meeting start time has been changed to ${startTimeFormatWithTimeZone}.


For more information on available notifications tokens, see Tokens for notification messages.

You can add quick responses to a notification. Quick responses enable users to take an action directly from a notification, rather than by navigating to a record in NexJ CRM .

For more information on quick responses, see Adding quick responses to a notification .

To add a send notification action:

  1. Navigate to the Customize workspace.
  2. In the Rules tab, select the rule in which you want to add a send notification action.
  3. In the Actions tab, click the Add button and select Send Notification.
    The Add Send Notification Action dialog opens.
  4. In the Details tab, do the following:
    1. In the Execution area, select one of the following options to define when the rule executes:
      Immediate
      Performs the action immediately after rule criteria is met.
      Time based
      Performs the action relative to a date or time field for the subject area. To specify the time, in the Time based fields, define the number of days or hours before or after a time field that is specific to the subject area. For example, for an opportunity, specify 10 Days Before Expected Close Date.

      Before you can create a time-based action, you must specify both creation and modification triggers for the rule that contains the action.

    2. Enter a description for the notification.

      Users can see descriptions for turned-off notifications in the Notifications tab in the User Preferences dialog under the Options menu.

    3. To make the notification mandatory for users, select the Mandatory checkbox.

      Users cannot unsubscribe from mandatory notifications.

  5. In the Channels & Messages tab, specify delivery channels for notifications and define notification message contents:
    1. In the Channels area, select the delivery options you want the notification to use:
      • To deliver notifications to the notifications stream in NexJ CRM , select Notification Stream.
      • To deliver notifications to the email specified for a user in NexJ CRM , select Email.
      • To deliver notifications to both the notifications stream and the email specified for a user, select Notification Stream and Email.
      Selecting Notification Stream makes the Notification Stream Message field available. Selecting Email makes the Email Subject and Email Body fields available.
    2. In the Locale field, select the locale in which to create the notification message.
    3. In the Notification Stream Message field, enter the notification message that users will receive in the notifications stream. You can use tokens in the notification message.

      Notifications can display a maximum of 255 characters. If you enter more than 255 characters, notifications are truncated in the notification stream. The maximum character limit can also be exceeded when tokens are interpreted, for example, when the ${assignToCaption} token is replaced with multiple user names.

    4. To define the notification messages that users will receive by email:
      1. In the Email Subject field, enter the subject for the email notification that users will receive.
      2. In the Email Body field, enter the notification message that users will receive by email. You can use tokens in the body of email notifications.
  6. In the Recipients tab, define which recipients to send notifications to:
    1. To allow the user who creates or modifies a schedule item or task to control notification recipients: In the Recipients area, select any of the following options:
      • Select Allow users to remove recipients to allow the user to remove recipients from a notification.

        Support for this feature has been deprecated. Before enabling the associated user option, consult with NexJ support.

      • Select Allow users to add additional recipients to allow the user to add recipients to a notification.

        Support for this feature has been deprecated. Before enabling the associated user option, consult with NexJ support.

      • Select Only include users in the creator's region to restrict notifications to users with the same coverage region as the user who creates or modifies information in a field.
        For example, if a user who belongs to the United Kingdom coverage region modifies a schedule item for a contact that they cover, a notification is sent only to other users who also belong to the region.

        To restrict notifications by region, your system administrator must first enable the Enable Regions for Notifications user option using NexJ Admin Console.

    2. Specify who will receive a notification when the rule criteria is satisfied:
      • If you want to specify recipients by role:
        1. Click the Select buttonto the right of the word "Roles". The Field Picker dialog opens.
        2. In the Type column, select the subject area to define recipients for. For example, select Schedule Item.
        3. Select further recipient criteria in the remaining columns, then click OK. For example, to define the coverage team associated with a schedule item as recipients, select Schedule Item from the Type column, and For Contacts and Coverage Team from the Name columns.
          The Field Picker dialog closes.
      • If you want to define specific users as recipients:
        1. Click the Select button  to the right of the word "Users". The Select User dialog opens.
        2. Select the user you want to define as a recipient, then click OK. The Select User dialog closes.
      • If you want to define the members of one or more user groups as recipients:
        1. Click the Select button  to the right of the word "Groups". The Select User Group dialog opens.
        2. Select a user group from the list. Then click OK. The Select User Group dialog closes.
  7. Click OK.
    The Add Send Notification Action dialog closes.

The notification action displays in the list of actions.

Related links

Immediate and time-based actions Adding notification messages in multiple languages
Tokens for notification messages

Adding quick responses to a notification

You can add quick responses to a notification in the notification stream. Quick responses enable users to take a quick action directly from a notification, rather than by navigating to a record in NexJ CRM.

For example, a user could receive a notification that they have been added to the coverage team for a contact. The user could then ensure that they keep in touch with the contact by adding the contact to their monthly call list directly from the notification.

You can add the following quick responses to a notification action:

Follow-up
Enables a user to add a follow-up task to a record from a notification. The Follow-up quick response is available for call record, contact, company, household, document, event feedback, lead, opportunity, schedule item, task, or service request notifications.

Add to Call List
Enables a user to add a contact or lead to a call list from a notification. The Add to Call List quick response is available for call record, contact, document, event, event schedule item, event feedback, lead, opportunity, schedule item, task, or service request notifications.

Users can add a contact to multiple call lists. Users can only add a lead to a single call list. If the lead already belongs to a call list, the Add to Call List quick response will be disabled.

Add Note
Enables a user to add a note to a record from a notification. The Add Note quick response is available for contact, company, household, event, lead, opportunity, or service request notifications.

Add Call Record
Enables a user to add a call record to a record from a notification. The Add Call Record quick response is available for contact, company, household, document, event schedule item, event feedback, lead, opportunity, schedule item, task, or service request notifications.

Mark as Complete
Enables a user to mark a record as complete from a notification. The Mark as Complete quick response is available for call record, document, schedule item, or task notifications.

A call record is an internal record documenting an interaction with a contact or lead.

To add a quick response to a notification:

  1. Navigate to the Customize workspace.
  2. In the Rules tab, select the rule in which you want to add an action to send a notification.
  3. In the Actions tab, click the Add button and select Send Notification.
    The Add Send Notification Action dialog opens.
  4. In the Quick Responses tab, specify the quick responses to make available to users for the notification in the notification stream.
  5. To add a quick response, click the Select button  .
    The Add/Edit Quick Responses dialog opens.
  6. Select a quick response in the left column and click Add to move it to the right column.
  7. Click OK.
    The Add/Edit Quick Responses dialog closes and the quick response is added to the list.
  8. To change the order in which quick responses display in the notification stream, select a response and use the up  and down arrows reorder the list.

    You can add any number of responses. The first two responses is the list display in the notification in the notification stream. All responses display in the overflow menu that users open from a notification using the overflow button.

Quick responses are added to the notifications that you specify.

Related links

Rules for service requests

Tokens for notification messages

You can use tokens to include values from updated fields in notification messages. You can include tokens in notification stream messages and in the body of an email notification. You can also use a token to create a link in an email notification message to the object record for which the notification was generated. After a user has opened the message, the user can click on the link to open the record in NexJ CRM.

You can use tokens in notifications for the following subject areas:

  • Business processes
  • Call records
  • Companies
  • Contacts
  • Events
  • Event feedback
  • Event meeting requests
  • Event schedule items
  • Households
  • Leads
  • Parent and product opportunities
  • Schedule items and tasks
  • Service requests

Note: If you specify an invalid token in a notification, then the token will not be included or processed when the notification is sent.
If the field related to the token is blank, then no value displays for the token in notifications. The following formatting rules apply to notifications:

  • Dates and times display in medium format, followed by the time zone, for example, ${startTimeFormatWithTimeZone} could resolve to Jan 28, 2016 1:00 PM (EST).
  • A semicolon (;) separates multiple values that are returned by tokens, for example, ${entityParticipantContacts} could resolve to Bruce Tucker; Carol Welsh; Henry Collins.

Tokens for business processes

For more information, see Adding notification actions to steps and Adding notification exit actions to business process templates.

Tokens for call records

The following table lists and describes the tokens that you can use to include values from call records.

TokenDescription
${entityFullNames}Contacts, companies, or households associated with a call record
${priorityStr}Priority of a call record
${startTimeFormatWithTimeZone}Contact date for a call record
${status}Status of a call record
${template}Name of template associated with a call record
${text}Notes for a call record
${title}Description of a call record

The following table lists and describes the tokens that you can use to include links to call record objects in your email notification messages.

TokenDescription
${url,this,title}Title of a call record shows as the link

Tokens for companies

The following table lists and describes the tokens that you can use to include values from companies.

TokenDescription
${billToAddress fullName}Bill-To address for a company
${businessAddress fullName}Default business address for a company
${defaultAddress fullName}Preferred address for a company
${defaultTelcom fullAddress}Preferred communication method for a company
${email formattedAddress}Primary email address for a company
${entityStatus caption}Status of a company
${faxPhone fullAddress}Default fax number for a company
${household lastName}Household that a company is associated with
${lastName}Name of company
${mailToAddress fullName}Mail-To address for a company
${shipToAddress fullName}Ship-To address for a company
${tier}Tier assigned to a company
${workPhone fullAddress}Default business phone number for a company

The following table lists and describes the tokens that you can use to include links to company record objects in your email notification messages.

TokenDescription
${url,this,fullName}Full name of a company shows as the link

Tokens for contacts

The following table lists and describes the tokens that you can use to include values from contacts.

TokenDescription
${birthdaySummaryString}Date of birth for a contact
${businessAddress fullName}Default business address for a contact
${companyName}Company that a contact belongs to
${defaultAddress fullName}Preferred address for a contact
${defaultTelcom fullAddress}Preferred communication method for a contact
${departmentName}Department that a contact belongs to
${email fullAddress}Primary email address for a contact
${entityStatus}Status of a contact
${fullName}First and last name of a contact
${homeAddress fullName}Default home address of a contact
${homePhone fullAddress}Default home phone number for a contact
${householdName}Household that a contact belongs to
${position}Position or job title for a contact
${tier}Tier type for a contact
${workPhone fullAddress}Default business phone number for a contact

The following table lists and describes the tokens that you can use to include links to contact record objects in your email notification messages.

TokenDescription
${url,company,fullName}Full name of a company shows as the link
${url,household,fullName}Full name of a household shows as the link
${url,this,firstName}First name of a contact shows as the link
${url,this,fullName}Full name of a contact shows as the link
${url,this,lastName}Last name of a contact shows as the link

Tokens for documents

The following table lists and describes the tokens that you can use to include values from documents.

TokenDescription
${date}Creation date for a document
${entityFullNames}Contacts, companies, or households associated with a document
${endTimeFormatWithTimeZone}Time when a document was created
${priorityStr}Priority defined for a document
${status}Status of a document
${template}Name of template used for a document
${text}Notes assigned to a document
${title}Description of document

The following table lists and describes the tokens that you can use to include links to documents in your email notification messages.

TokenDescription
${url,this,title}Title of a document shows as the link

Tokens for events

The following table lists and describes the tokens that you can use to include links to events in your email notification messages.

TokenDescription
${url,company,title}Title of a company associated with an event shows as the link
${url,this,title}Title of an event shows as the link

Tokens for event feedback

The following table lists and describes the tokens that you can use to include links to event feedback records in your email notification messages.

TokenDescription
${url,this,title}Title of an event feedback record shows as the link

Tokens for event meeting requests

The following table lists and describes the tokens that you can use to include values from event meeting requests.

TokenDescription
${entityParticipantCompanies}External company contacts assigned to an event meeting request
${entityParticipantContacts}External contacts assigned to an event meeting request
${leg city}City for the event leg associated with an event meeting request
${leg globalRegion}Global region for the event leg associated with an event meeting request
${leg title}Title of the event leg associated with an event meeting request
${meeting assignToCaption}Users assigned to an event meeting request
${meeting endTimeFormatWithTimeZone}End date and time for an event meeting request
${meeting sectorIndustriesCaption}Sectors or industries assigned to an event meeting request
${meeting startTimeFormatWithTimeZone}Start date and time for an event meeting request
${meeting template name}Template name of meeting associated with an event meeting request
${meeting tickersCaption}Tickers assigned to an event meeting request
${meeting title}Description of an event meeting request
${roadshow category}Event type for an event meeting request
${roadshow company fullName}Company names for which the event is held
${roadshow title}Event title for an event meeting request
${status}Status of an event meeting request
${text}Notes for an event meeting request

The following table lists and describes the tokens that you can use to include links to event meeting request records in your email notification messages.

TokenDescription
${url,this,title}Title of an event meeting request shows as the link

Tokens for event schedule items

The following table lists and describes the tokens that you can use to include values from event schedule items.

TokenDescription
${assignToCaption}Users assigned to an event schedule item
${callRecord title}Description of a call record
${entityParticipantCompanies}External company contacts assigned to an event schedule item
${entityParticipantContacts}External contacts assigned to an event schedule item
${endTimeFormatWithTimeZone}End date and time for an event schedule item
${leg city}City for the event leg associated with an event schedule item
${leg globalRegion}Global region for the event leg associated with an event schedule item
${leg title}Title of the event leg associated with an event schedule item
${priorityStr}Priority for an event schedule item
${roadshow companyNames}Company names for which the event is held
${roadshow template}Event type for an event schedule items
${roadshow title}Event title for an event schedule item
${sectorIndustriesCaption}Sectors or industries associated with an event schedule item
${startTimeFormatWithTimeZone}Start date and time for an event schedule item
${status}Status for an event schedule item
${summaryHeading}Description of an event schedule item. The template name if a description is not provided.
${template}Name of the template used for an event schedule item
${text}Notes for an event schedule item
${tickersCaption}Tickers associated with an event schedule item
${title}Description for an event schedule item

The following table lists and describes the tokens that you can use to include links to event schedule items in your email notification messages.

TokenDescription
${url,this,title}Title of an event schedule item shows as the link

Tokens for households

The following table lists and describes the tokens that you can use to include values from households.

TokenDescription
${billToAddress fullName}Bill-To address for a household
${businessAddress fullName}Default business address for a household
${defaultAddress fullName}Preferred address for a household
${defaultTelcom fullAddress}Preferred communication method for a household
${email formattedAddress}Primary email address for a household
${entityStatus caption}Status for a household
${faxPhone fullAddress}Default fax number for a household
${lastName}Name of a household
${mailToAddress fullName}Mail-To address for a household
${shipToAddress fullName}Ship-To address for a household
${tier}Tier type for a household
${workPhone fullAddress}Default business phone number for a household

The following table lists and describes the tokens that you can use to include links to households in your email notification messages.

TokenDescription
${url,this,fullName}Full name of a household shows as the link

Tokens for leads

The following table lists and describes the tokens that you can use to include values from leads.

TokenDescription
${companyFullName}Name of a company specified for a lead
${fullName}First and last name of a person specified for a lead

The following table lists and describes the tokens that you can use to include links to leads in your email notification messages.

TokenDescription
${url,person,fullName}Title of a related contact shows as the link
${url,company,lastName}Related company name for a lead shows as the link
${url,this,fullName}First and last name of a lead shows as the link

Tokens for opportunities

The following table lists and describes the tokens that you can use to include values from opportunities and progressed opportunities.

TokenDescription
${title}Title of the opportunity
${typeString}Type of parent or product opportunity

The following table lists and describes the tokens that you can use to include links to opportunities in your email notification messages.

TokenDescription
${url,primaryEntity,fullName}Full name of the opportunity's associated contact shows as the link
${url,this,title}Title of an opportunity shows as the link

Tokens for schedule items and tasks

The following table lists and describes the tokens that you can use to include values from schedule items and tasks.

TokenDescription
${assignToCaption}Users assigned to a schedule item or task
${callRecord title}Description of a call record
${entityFullNames} Participants associated with a schedule item
${entityParticipantCompanies}External company contacts assigned to a schedule item or task
${entityParticipantContacts}External contacts assigned to a schedule item or task
${endTimeFormatWithTimeZone}End date and time for a schedule item, or the due date for a task
${priorityStr}Priority for a schedule item or task
${sectorIndustriesCaption}Sectors or industries associated with a schedule item or task
${startTimeFormatWithTimeZone}Start date and time for a schedule item, or the start date for a task
${status}Status of a schedule item or task
${summaryHeading}Description of schedule item or task. The template name if a description is not provided.
${template}Name of the template used for a schedule item or task
${text}Notes added to a schedule item or task
${tickersCaption}Tickers associated with a schedule item or task
${title}Description of a schedule item or task.

The following table lists and describes the tokens that you can use to include links to schedule items or tasks in your email notification messages.

TokenDescription
${url,this,title}Title of a schedule item or task shows as the link

Tokens for service requests

The following table lists and describes the tokens that you can use to include values from service requests.

TokenDescription
${assessmentValue}Current assessment of a service request
${assignToCaption}Users assigned to a service request
${channel}Communication channel used for a service request
${closeComment}Resolution notes for a service request
${closeTimeFormatWithTimeZone}Date and time when a service request is closed
${dueTimeFormatWithTimeZone}Date and time when a service request must be closed based on service level agreement rules
${externalIdentifier}External ID associated with a service request
${firstResponseDueTimeFormatWithTimeZone}Date and time when the first response must be sent based on service level agreement rules
${firstResponseTimeFormatWithTimeZone}Date and time when the first response is sent for a service request
${openTimeFormatWithTimeZone}Date and time when a service request is opened
${primaryEntity fullName}Primary entity associated with a service request
${priority}Priority of a service request
${requestIdentifier}ID associated with a service request
${severity}Severity of a service request
${stageValue}Current stage of a service request
${template}Name of the template used for a service request
${text}Notes associated with a service request
${title}Description for a service request

The following table lists and describes the tokens that you can use to include links to service requests in your email notification messages.

TokenDescription
${url,this,title}Title of a service request shows as the link

Related links

Rules for service requests
Adding notification messages in multiple languages
Adding actions to send notifications

Adding notification messages in multiple languages

You can create notification messages in multiple languages for the locales supported by your deployment. Users receive notifications depending on their locale setting.

Notification attributes receive their initial values when you create a notification rule. For example, if you first define notification messages for the English locale, then English messages are applied to all locales.


To create messages in multiple languages, your application administrator must first enable the Enable Localization user option.

To add notification messages in multiple languages:

  1. In the Customize workspace and select the Rules tab.
  2. In the Configuration subtab, select the notification rule to modify.
  3. In the Actions tab at the right of the workspace, select the action to modify. Then, click the Edit   button.
    The Edit Send Notification Action dialog opens.
  4. In the Details tab, in the Locale field, select the locale of the notification action.
    For example, select en for the English locale.
  5. In the Name field, enter a name for the notification action.
  6. In the Channels and Messages tab, in the Locale field, select the locale to create a notification message for.
    For example, select fr for the French locale.
  7. To define the notification message that users will receive in the notifications stream, in the Notification Stream Message field, enter a message.
  8. To define the notification messages that users will receive by email:
    1. In the Email Subject field, enter the subject for the email notification that users will receive.
    2. In the Email Body field, enter the notification message that users will receive by email.
      You can use tokens in notification messages. For example, you can use the ${assignToCaption} token to include the names of users assigned to a schedule item into the body text of an email notification.
  9. Click OK.
    The Edit Send Notification Action dialog closes.

The notification message is added for the locale that you specified.

To view the notification message that you created, select the locale in the Locale field. Edit the notification rule again to add notification messages in other languages.

Related links

Adding actions to send notifications

Adding actions to update fields

Add an action to update a field if rule criteria is met for the related rule.

The fields that are available for you to update depend on the subject area that you define the action for. For example, you can update address and name fields for the contact subject area, and score and source fields for the leads subject area, and the priority field for the service requests subject area.

When the rule is triggered, fields are updated for all objects that meet the rule criteria.

To add an update field action:

  1. Navigate to the Customize workspace and select the Rules tab.
  2. Select the rule in which you want to add an update field action.
  3. In the Actions tab, click the Add button and select Update Field.
    The Add Update Field Action dialog opens.
  4. In the Execution area, select one of the following options to define when the rule executes:
    Immediate
    Performs the action immediately after rule criteria is met.
    Time based
    Performs the action relative to a date or time field for the subject area. To specify the time, in the Time based fields, define the number of days or hours before or after a time field that is specific to the subject area. For example, for an opportunity, specify 10 Days Before Expected Close Date.

    Before you can create a time-based action, you must specify both creation and modification triggers for the rule that contains the action.

  5. In the Description field, enter a description of the field update action.
  6. In the Set value of field, select a field to update.
  7. In the To field, select or enter the value you want populated in the selected field.
    The format of the To field depends on what field you want to update, as well as on the rule subject area. For example, if the subject area is Contact and the field you want to update is First Name, then the To field is a text input field. If the subject area is Schedule Item and the field you want to update is Has Related Lead , then the To field is a checkbox.
  8. Click OK.
    The Add Update Field Action dialog closes.

The update field action is now defined.

Related links

Rules for service requests
Immediate and time-based actions

Applying a time-based action to all objects that meet rule criteria

Rules are triggered when an object is created or modified. You can apply an individual time-based action to objects that have not been updated recently.

For example, you can create a new rule to send a notification to a contact's coverage team one week before a contact's anniversary. If the contact has not been recently created or modified, then the rule will not trigger. You can start a process that applies the rule to all contacts that meet the rule criteria.

To apply a time-based action to all objects that meet the rule criteria:

  1. Navigate to the Customize workspace.
  2. In the Rules tab, select the rule that contains the action that you want to apply.
  3. In the Actions tab, click the Action button  for the action that you want to apply, select Apply On Existing Objects > Apply to objects that meet rule criteria.
    The Apply On Existing Objects? dialog opens.
  4. Click OK.
    The Apply On Existing Objects? dialog closes and the system starts a process that applies the rule to all objects that meet rule criteria.
  5. [Optional] To check the status of the process, click the Action button  beside the action, select Apply On Existing Objects > Check Process Status.

The time-based action is applied to all objects that satisfy the rule criteria.

Time triggers for actions

When criteria for a rule is met and a time-based action is created, a time trigger is also created for the time-based action.

The following figure shows the process that occurs when a user creates or modifies a record that has an associated rule and time-based action.

Workflow for rule that contains a time-based action

If a user updates the date or time field for an object associated with the rule, the system recalculates time triggers for the object:

  • If both the time trigger and the date or time field value of the object are now in the past, the action associated with the time trigger becomes invalid and NexJ CRM removes the action.
  • If the time trigger or the date or time field value of the object is still in the future, the action associated with the time trigger remains valid and NexJ CRM executes the action as follows:
    • If the time trigger is still in the past but the date or time field value of the object is now in the future, NexJ CRM executes the action immediately.
    • If the date or time field value of the object is now in the past but the time trigger remains in the future, NexJ CRM executes the action at the updated date and time of the time trigger.

Time triggers for a time-based action are deleted in the following cases:

  • The object with which the time triggers are associated is deleted.
  • A time-based action is changed to an immediate action.
  • A rule with which the time triggers are associated is deleted or made inactive.