Problem Notifications

Using the Work Flow Setup > Problems module > Notifications tab general problem notifications can be configured (set up in the Notification Setup (Notification Setup, http://help.lucity.com/webhelp/v185/desktop/index.htm#22846.htm) module). These will be automatically sent when that problem is selected in a request. These can be used to update employee's, and other recipients with Work Request information.

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

problemrequest

Work Order

problem

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 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.

Create an email template in the General > Notification Setup (Notification Setup, http://help.lucity.com/webhelp/v185/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)
Go to the Work Flow Setup > Problems module > Notification tab.
Right-click in the grid and select Add Record. The following window will appear:
Select a notification label from the pick list. This pick list is from the Notification Setup (Notification Setup, http://help.lucity.com/webhelp/v185/desktop/index.htm#22846.htm) module.
Check the Request 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.
Save and Close the record.

Create an email template in the General > Notification Setup (Notification Setup, http://help.lucity.com/webhelp/v185/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)
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/v185/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
Select a category in the Categories grid.
Right-click in the Notification grid and select Add Record. The following window will appear:
Select a Notification Label from the pick list. This pick list is from the Notification Setup (Notification Setup, http://help.lucity.com/webhelp/v185/desktop/index.htm#22846.htm) module.
Check the Request 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.
Save and Close the record.