Overdue Problem Notification

The Follow-Up Date in the Request determines when the problem is overdue. When a Problem is selected on the request the Problem Setup record's Overdue Days field is used in the following calculation.

Request Creation Date + Problem Setup Overdue Days = Request Followup Date

Once the current date is past the calculated Follow-up Date the request is considered overdue.

The overdue notification is always sent to the email address for the request's assigned supervisor, but can be sent to additional recipients based on the settings in the System Configuration > Notifications module.

The Overdue Notification field in the Work > Administration > Work Flow Setup > Problem Setup module is where you specify which email notification will be automatically sent when the request is considered overdue.

Overdue notifications are processed on the server each night by the Lucity Services > Nightly Tasks. The system will check the request follw-up date at that time and determine if the request is overdue and will send a notification accordingly. This is done every night so every night that the request is considered overdue the notification will go out.

The SMTP Setup must be completed for the system to send out the emails.

Most Request notifications can be overridden in the Request by checking the corresponding override button. This must be done before the request is saved or the notification is scheduled to be sent, otherwise the notification is sent automatically.

Override Supervisor Notification Button	Stops the Supervisor notification from being sent for the current request. Supervisor notifications are sent whenever the Supervisor is set on the request and the record is saved.
Override Problem Notification Button	Stops the Problem notifications from being sent out for the current request. Problem notifications are sent whenever the Problem is set on the request and the record is saved.
Override Overdue Notification Button	Stops the Overdue notification from being sent out for the current request. Overdue notifications are automatically sent to the supervisor listed in the request when the current date is past the Projected Completion date. All request overdue notifications can be disabled if the Disable Request Overdue Notifications option is enabled.
Override Customer Thank You Button	Stops the Customer Thank You notification from being sent out for the current request. Customer Thank You notifications are automatically sent out to the requester when the request is created.
Override Completed Thank You Button	Stops the Completed Thank You notification from being sent out for the current request. Completed Thank You notifications are automatically snet out to the requesters when the request is closed.

Note: When any of these check boxes are marked, the system will NOT send the corresponding notifications. Work Notifications may also be overridden in the Work Order module.