Problem Notifications

If it is an email notification, only email addresses specified in the notification template's recipient list will be emailed.

If it is a report it will either go to the specified printer, or the default printer of the computer that the request or work order is created from.

A general problem notification is sent when a request or work order is created or edited, that problem is selected, and the request or work order is saved.

Work Request

Work Order

Note: Problem Notifications can also be setup to be triggered based on a Category and Problem combination.

General problem notifications are sent immediately upon saving the request or work order. However, if the notification is an email there might be some delay depending on settings in the Lucity Administration Tools.

While the notification itself is created in the General > Notification Setup module, the notification is actually assigned to the problem in the Work Flow Setup > Problem module on the Notification tab.

Most Work Order notifications can be overridden. When filling out the Work Order, before saving, go to the WO tab and check the corresponding override box.

Note: Checking the Task Box will override the General Task, Work Order Completion, and Priority Change notifications.

Note: Start Date Notifications (based on tasks) can NOT be overridden.

Note: When any of these checkboxes are marked, the system will NOT send the corresponding notifications. Overdue Problem Notifications may also be overridden in the Requests module. For additional information, follow this link.

Note: Work Order Overdue notifications can also be overridden my enabling the Disable Work Order overdue notifications Work Option (WO General Options, http://help.lucity.com/webhelp/v165/desktop/index.htm#375.htm).

1. Create an email template in the General > Notification Setup (Notification Setup, http://help.lucity.com/webhelp/v165/desktop/index.htm#22846.htm) module.

   Note: The notification template must have one of these values. (The module could also be set to Work Order)

2. 
3. Go to the Work Flow Setup > Problems module > Notification tab.
4. Right-click in the grid and select Add Record. The following window will appear:

   

5. Select a Notification Label from the pick list. This pick list is from the Notification Setup (Notification Setup, http://help.lucity.com/webhelp/v165/desktop/index.htm#22846.htm) module.
6. Check the Work Order box for this notification to be sent when this problem is used on a request. (BOTH Request and Work Order can be checked if needed.)

   Note: The Last Modified By and Last Modified Date fields are automatically populated.

7. Save and Close the record.

1. Create an email template in the General > Notification Setup (Notification Setup, http://help.lucity.com/webhelp/v165/desktop/index.htm#22846.htm) module.

   Note: The notification template must have one of these values. (The module could also be set to Work Request)

2. 
3. Go to the Work Flow Setup > Problems module > Categories tab.

   The Categories tab contains two grids.

   Categories grid

   The Categories grid houses a list of all categories associated with a problem. The problem will appear in the list of available problems when any of the categories in this grid are selected on a work order.

   A sample of the grid appears below. Sort records in the grid by clicking on the headings.  An up or down arrow (highlighted in orange below) indicates whether data appear in ascending or descending order. Selecting a record in this grid controls which records are displayed in the Notification grid.

   

   • Double-click on an existing record to open it.
   • Right-click in the grid to add a record.
   • Right-click on an existing record for options to View Record, Add Record, Edit Record, or Delete Record.

   How To Add a Category

   1. Right-click in the grid and select Add Record. The following screen will appear:

      

   2. Select a category from the pick list.
   3. Assign a priority in code-description form.
   4. Save and Close the record.

   Notification grid

   The Notification grid allows users to setup category specific problem notifications. These notifications that are sent out only when the problem and a specific category are selected on the same request or work order.

   Note: To setup non-category specific problem notifications go to the Notifications tab.

   A sample of the grid appears below. Sort records in the grid by clicking on the headings.  An up or down arrow (highlighted in orange below) indicates whether data appear in ascending or descending order. The records in this grid are tied to the category selected in the Categories grid.

   

   • Double-click on an existing record to open it.
   • Right-click in the grid to add a record.
   • Right-click on an existing record for options to View Record, Add Record, Edit Record, or Delete Record.

   How To Add a Category Specific Notification

   1. Select a Category in the Categories grid.
   2. Right-click in the Notifications grid and select Add Record.  The following window will appear:

      

   3. Select a Notification Label from the pick list.  These email templates come from the General > Notification Setup (Notification Setup, http://help.lucity.com/webhelp/v165/desktop/index.htm#22846.htm) module.
   4. Mark which module (Requests or Work Orders) to be associated with the notification. Mark BOTH modules if needed.

      Note: The Last Modified By and Last Modified Date fields are automatically filled by the system.

   5. Save and Close the record.

   More information about Problem Notifications

4. Select a category in the Categories grid.
5. Right-click in the Notification grid and select Add Record. The following window will appear:

   

6. Select a Notification Label from the pick list. This pick list is from the Notification Setup (Notification Setup, http://help.lucity.com/webhelp/v165/desktop/index.htm#22846.htm) module.
7. Check the Work Order box for this notification to be sent when this problem is used on a request. (BOTH Request and Work Order can be checked if needed.)

   Note: The Last Modified By and Last Modified Date fields are automatically populated.

8. Save and Close the record.