The Request module can be set up to send automated notifications to customers both to thank them for their request, and to notify them when it is completed. These emails will be sent to all requesters on the Request.
Customer "Thank You" emails are sent when a new request is saved, and whenever a subsequent requester is added to the request. The request MUST have a problem selected and that problem must have the "Customer Thank You" box checked in its Work Flow Setup record. Then once a request or the resulting work order is marked complete, "Customer Completed" emails are sent.
Note: Notifications generated from imported field data are processed when the laptop is synched. Only email notifications can be sent regarding imported field data.
Customer Notifications are setup in the General > Notification Setup module. The notification templates that will be used for customer notifications are selected in the Work Options > Advanced Options tab. Only one default "Thank You" notice and one default "Completed" notice will be sent to each requester regardless of the problem or category selected. This notification will be sent to all the email addresses listed inRequesters tab of the request.
Upon saving a new request, the "Thank You" email will be sent to the original requester (listed in the Requesters tab grid). It will also be sent to any subsequent requesters who are added to a request at a later date. Then when the request or associated work order has a status of complete, another email will be sent to ALL requesters (listed in the Requesters tab grid) informing them that the problem/complaint was resolved.
Note: All customer notifications will be sent to the email address listed in the requester's record (in the Requesters tab grid). If an email address is not listed, a default customer notification will not be sent to that contact.
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.
Lucity enables agencies to automatically send email notifications to the customer who made a Request, as well as tothe employee responsible for supervising the work. The following fields, when enabled, allow a user to block such communications for a specific Request.
Override Supervisor
Prevents the system from sending the Supervisor Notification for this Request. By default, the system sends the Supervisor Notification at the point at which a user selects the Supervisor on the Request and the record is then saved.
Override Problem Notif
Prevents the system from sending the Problem Notifications for this Request. By default, the system sends the Problem Notification at the point at which a user selects the Problem on the Request and the record is then saved.
Override Overdue
Prevents the system from sending the Overdue Notification for this Request. By default, the system sends the Overdue Notification to the designated Supervisor when the current date is past the Follow-up Date.
An agency can disable all Overdue notifications by enabling the Disable Request Overdue Notifications option.
Override Thank You
Prevents the system from sending the Customer Thank You Notification for this Request. By default, the system sends the Customer Thank You Notification when a new Request is saved for the first time.
Override Customer Compl
Prevents the system from sending the Customer Completed Notification for this Request. By default, the system sends the Customer CompletedNotification to the Customer when the Request is closed.
Override WO Status
Prevents the system from sending the Work Order Status Notification to the requestors listed on this Request. When configured, the system will send a notification to the requestor when the related work order's status changes.
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 Ordermodule.
Considerations
Which problems do I want customer notifications to be sent out for?
What do I want to say to the customer and what information do I want to provide?
Note: The notification template must have these values
After creating the notification template go to the Work Flow Setup > Problems module, and find a problem you want customer notification to be sent out for.
Select the "Cust Thank You" and/or "Cust Completed" check boxes on the Defaults tab. These indicate whether the selected problem will send Customer Thank You and/or Customer Completion emails when associated with a Request.
In Work > Administration > Work Options > Advanced Options tab, select which default email is sent for the "Customer Thank You" email and the "Customer Request Completion" email.
Ensure that a valid Requester email address is included on the work request in the Requests module.
Note: These customer notifications are NOT sent when a customer enters a request through Lucity Web's Citizen Portal. Those notifications are generated directly by the Citizen Portal.
When are Customer Notifications Sent?
