Notification

The Notify option sets the method of messaging used by the application to notify Customers and Technicians of the following changes to a Service Request:

• Request created

• Request closed

• Request deleted

• Request Note added

• Request escalated (Technician only).

The default notification status of Requests is set on a per Team basis, within the Users>Teams>Team Information screen, with the default recipients of new Notes being configured by the Administrator in the Setup>Email>Setup tab. However, these settings can be adjusted on a per Request basis within the Notification Method field and on a per Note basis, when new Notes are created.

The methods of Notification can be set for Technicians and Customers, and include:

• None, which ensures that no messages are sent

• Email, which means an email is sent containing the Service Request detail updates

• SMS notifications, which sends an SMS message about the Request update. This is only available to Users who have a mobile number and a service provider entered in their User and Customer Information screen.
  
  

Notifications can be sent to:

• Customer - the Customer who logged the Request

• All Owners - all Customers who share the Item assigned to the Request

• Customer CC's - email addresses to receive Customer email correspondence when the CC field is selected in the New Notes screen
  This field may be automatically populated by the system with email addresses included in the CC list of the original email used to create the Request. Multiple addresses should be separated by a comma.

• Technician - notifications can be sent to the Technician assigned the Request, to all members within the Team assigned to the Request, or restricted to members within the Group to which the Request is assigned

• Technician CC's - enter email addresses that are to be sent Request Notifications when the Technician CC option is selected in the New Notes screen
  Multiple addresses should be separated by a comma.

• Alternate Team - this option is visible if the Notify Alternate Team option is enabled in the Admin>Email>Setup tab and other Teams assigned to the same Process are configured in the system. Notifications can be sent to a Team within the related Process, by the User selecting an option within the drop-down list.

The following is a sample email sent by the system to the Customer and assigned Technician, confirming the creation of a Request. The message sent can be customized by the system Administrator:
 

Email Sample