The Notify option sets the method of messaging used by the application to notify Customers and Technicians of the following changes to an RFC:
RFC is created
RFC is closed
RFC is deleted
RFC Note is added
RFC is 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, this 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 Customers and Technicians, and include:
None, which ensures that no messages are sent
Email, which means an email is sent containing the Change Request detail updates
SMS notifications,
which sends an SMS message to Technicians and Customers about the
RFC update. This is only available to Users and Customers 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 RFC
All Owners - all Customers who share the Item assigned to the RFC
Customer CC's - email
addresses to receive Customer email correspondence when the CC field
is selected in the New Notes screen
This field is 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.
Team - notifications can be sent to all members within the Team assigned to the RFC, or restricted to members within the layer of escalation to which the Request is assigned
Technician CC's - enter any User account email addresses that are to be sent Request Notifications. 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. 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