Notifications
The MSO Portal provides a built-in custom notifications system that alerts Requesters and Providers about important updates related to their cases.
Notifications help users stay informed about new activity such as appointments, return issues, recommendations, and chat messages.
Note:
Only Requester and Provider roles receive notifications.
The Admin does not receive notifications in the current system.
1. Where Notifications Appear
Both Requester and Provider have a dedicated Notifications tab in the portal’s top navigation bar.
The notifications tab includes:
- A list of recent events
- Timestamps
- Status indicators (read/unread)
Unread notifications remain highlighted until opened by the user.
2. Notification Triggers
The portal sends a notification only if the event directly involves the logged-in user.
2.1 Case Assignment
| Event | Recipient | Description |
|---|---|---|
| Case assigned by Admin | Provider | Provider is notified when a new case is assigned. |
2.2 Return Issues
| Event | Recipient | Description |
|---|---|---|
| Provider creates a return issue | Requester | Requester notified and can view and edit the issue |
| Admin creates a return issue | Requester | Same visibility rules apply. |
| Issue resolved | Issue creator | Admin and requester notified |
2.3 Recommendations
| Event | Recipient | Description |
|---|---|---|
| Recommendation added | Requester | Notified when a provider submits a new recommendation. |
| Recommendation edited | Requester | Notified when an existing recommendation is updated. |
| Recommendation deleted | Requester | Notified when the provider deletes a recommendation. |
Providers do NOT receive notifications regarding other providers’ recommendations.
2.4 Appointments
| Event | Recipient | Description |
|---|---|---|
| Appointment created | Requester or Provider (who is invited) | Notified when an appointment is scheduled for them. |
| Appointment accepted | Creator | Notified when the other party accepts the appointment. |
| Appointment rejected | Creator | Notified when the other party rejects the appointment. |
| Appointment canceled | Other party | Notified when an appointment is canceled. |
2.5 Chat Messages
| Event | Recipient | Description |
|---|---|---|
| New chat message | Other participant (Requester or Provider) | Notification appears in the portal with a message snippet. |
Admin cannot access chat and therefore receives no chat notifications.
3. Role-Based Notification Summary
| Notification Type | Requester | Provider | Admin |
|---|---|---|---|
| Case Assigned | 🔒 | ✅ | 🔒 |
| Return Issue Created | ✅ | ✅ | 🔒 |
| Return Issue Resolved | ✅ | ✅ | 🔒 |
| Recommendation Added/Edited/Deleted | ✅ | 🔒 | 🔒 |
| Appointment Updates | ✅ | ✅ | 🔒 |
| Chat Messages | ✅ | ✅ | 🔒 |
4. Notification Behavior
- Notifications appear immediately in the portal when the triggering action occurs.
- Notifications remain unread until the user opens them.
- Notifications link directly to the related case.
- Requesters and providers see only notifications related to cases they are involved in.
- Admin has no notification panel and receives no alerts.
5. Suggested Enhancements
The following improvements are recommended for future updates:
5.1 Offline Email Notifications
Send email alerts for:
- Chat messages received when the user is offline
- Return issue creation or resolution
- Recommendation submissions
5.2 Unread Counters
Show numeric badges for:
- Unread chat messages
- Unread notifications
- Pending issues
5.3 Notification Grouping
Combine similar notifications (e.g., “2 new issues added to Case #1523”).
5.4 Role-Based Expansion
Allow Admins to optionally receive notifications (e.g., issue creation, appointment scheduling).
6. Examples
