1. Create the Notification template.
   1. In the System Configuration > Notification Setup module, click the button to create a Notification template.
   2. Give the template a unique name using the Notification Label field (required).
   3. In the Notification Type field, select: 1: Email (required).
   4. In the Notification Module field, select: 2: Work Requests (required).
   5. Create a Subject line, and in the Message field, draft the body of the notification.
   6. Click the button to save the record.

      More information about creating Notification templates

2. Configure the Problem to send the Notification.
   1. Open the Work > Administration > Work Flow Setup > Problems Setup module.
   2. Select the desired Problem and click to open the record.
   3. Check the Customer Thank You checkbox to direct the system to send Customer Thank You Notifications for Requests based on this Problem.
   4. Click the button to save the record.
   5. Repeat Steps 2.b - 2.d for each Problem that should send out this Notification.
3. Set up the system.
   1. Go to Admin Portal > Settings > Work Options and select the Requests tab.
   2. Find the Thank you Notification option and click the Clear Notification button. A list of related Notification templates appears.
   3. Select the desired Notification.

The system is now configured to send the chosen Customer Thank You Notification whenever a user saves a Request with the designated Problem(s).

1. Create a new Work Request.
2. Select the appropriate Problem.
3. Enter the Requester's Email address.
4. Save and Close the Request.

   The system, if properly configured, sends a Customer Thank You Notification via email to the address listed in the Email field.

Users have the ability to override most of the automated Work Order Notifications simply by checking the appropriate Override box on the Work Order form before saving the record. When one of the Override fields is marked, the system does NOT send the corresponding Notification.

Override Fields

Note: Start Date, Priority Change, Work Order Completion, and Status Change Notifications CANNOT be overridden.

Subject:

Thank you for your request.

Body:

Thank you for bringing the problem to our attention. We will look into it right away and let you know when the issue has been addressed.

Number: [RQ_NUMBER]

Problem: [RQ_PROB_TY]

Location: [ADDRESS:RQ_LOC_BDG,RQ_LOC_B2,RQ_LOC_DIR,RQ_LOC_PT,RQ_LOC_STR,RQ_LOC_TY,RQ_LOC_SFX]

For inquires about this request, please call 555-555-5555.

City Name - Public Works

1. Create the Notification template.
   1. In the System Configuration > Notification Setup module, click the button to create a Notification template.
   2. Give the template a unique name using the Notification Label field (required).
   3. In the Notification Type field, select: 1: Email (required).
   4. In the Notification Module field, select: 2: Work Requests (required).
   5. Create a Subject line, and in the Message field, draft the body of the notification.
   6. Click the button to save the record.

      More information about creating Notification templates

2. Configure the Problem to send the Notification.
   1. Open the Work > Administration > Work Flow Setup > Problems Setup module.
   2. Select the desired Problem and click to open the record.
   3. Check the Customer Completed checkbox to direct the system to send Customer Complete Notifications for Requests based on this Problem.
   4. Click the button to save the record.
   5. Repeat Steps 2.b - 2.d for each Problem that should send out this Notification.
3. Set up the system.
   1. Go to Admin Portal > Settings > Work Options and select the Requests tab.
   2. Find the Notification Completed option and click the Clear Notification button. A list of related Notification templates appears.
   3. Select the desired Notification. The system is now configured to send the chosen Customer Complete Notification whenever a user saves a Request with the designated Problem(s).

Most agencies configure Lucity to automatically close a Request when the associated Work Order is closed. The system automatically triggers the Customer Complete Notification as part of that process.

However, there may be cases in which a user wishes to closes a Request that either didn't result in a Work Order or for which the Work Order remains open. The following instructions describe how to close a Request manually, thus triggering the Customer Complete Notification.

1. In the Work Requests module, open the desired Request record.
2. Confirm that the appropriate Problem is selected.
3. Make sure the Request has an Email address listed for the Customer/Requester.
4. Set the Request's Status to > 951.
5. Save the Request.

   The system sends the Customer Complete Notification to the address listed in the Email field, as well as to the email addresses of any other Requesters added to the original Request.

Users have the ability to override most of the automated Work Order Notifications simply by checking the appropriate Override box on the Work Order form before saving the record. When one of the Override fields is marked, the system does NOT send the corresponding Notification.

Override Fields

Note: Start Date, Priority Change, Work Order Completion, and Status Change Notifications CANNOT be overridden.

Subject:

Your request is complete!

Body:

We would like to inform you that your request was completed on [RQ_STAT_DT].

Number: [RQ_NUMBER]

Problem: [RQ_PROB_TY]

Location: [ADDRESS:RQ_LOC_BDG,RQ_LOC_B2,RQ_LOC_DIR,RQ_LOC_PT,RQ_LOC_STR,RQ_LOC_TY,RQ_LOC_SFX]

Thank you again for bringing the issue to our attention. If you have any other questions about this matter, please call 555-555-5555.

City Name - Public Works

1. Create the Notification template.
   1. In the System Configuration > Notification Setup module, click the button to create a Notification template.
   2. Give the template a unique name using the Notification Label field (required).
   3. In the Notification Type field, select: 1: Email (required).
   4. In the Notification Module field, select: 2: Work Requests (required).
   5. Create a Subject line, and in the Message field, draft the body of the notification.
   6. Click the button to save the record.

      More information about creating Notification templates

2. Configure the Problem to send the Notification.
   1. Open the Work > Administration > Work Flow Setup > Problems Setup module.
   2. Select the desired Problem and click to open the record
   3. In the Ovedue Days field, enter the number of days it should take for a problem of this nature to be resolved.
   4. In the Overdue Notification field, select the Notification template you created in Step 1. This is the message a supervisor will receive if a Request that he or she is associated with is overdue.
   5. Repeat Steps 2.b - 2.d for each Problem that you wish to generate an Overdue Notification.
   6. Click the button to save the record.
3. Verify that Email addresses are supplied for all Employees considered supervisors.
   1. Go into the Work > Administration > Work Flow Setup > Employee Setup module.
   2. Click to open the desired Employee record.
   3. Make sure the Supervisor field is checked.
   4. Confirm that the Email field contains an accurate email address.
   5. Repeat Steps 3.b - 3.d for all employees who serve as supervisors.
   6. Click the button to save the record.

The system is now configured to send the Overdue Notification to the designated Supervisor whenever a Work Request with that Problem remains open after the Follow-Up Date (Request Creation Date + Problem Setup Overdue Days = Request Follow-Up Date).

1. Open the Work Requests module.
2. Create a new Work Request or edit an existing record.
3. Make sure a Problem is selected on the Request.
4. Make sure a Supervisor is identified on the Request.
5. Save the Request. The system automatically calculates the Follow-up Date.
6. During its overnight processes, Lucity Services checks all Work Requests to determine if any have a Status that is less than 950 (indicating that the Request is open) and a Follow-up Date that is in the past (when compared to the system date).
7. When those criteria are met, the system checks the Problem Setup record's Overdue Notif field and triggers the Notification, if any, listed in that field. The Notification is sent to the Supervisor listed on the Work Request, as well as any recipients listed on the Notification Template.
8. Steps 6-7 repeat every night until the Work Request is closed (i.e., its Status > 950).

Users have the ability to override most of the automated Work Request Notifications simply by checking the appropriate Override box on the Request form before saving the record. When one of the Override fields is marked, the system does NOT send the corresponding Notification.

Override Fields

Lucity enables agencies to automatically send email notifications to the customer who made a Request, as well as to the employee responsible for supervising the work. The following fields, when enabled, allow a user to block such communications for a specific Request.

Subject:

ALERT: Request Overdue

Body:

Please be aware that the following Work Request remains open beyond its scheduled date of completion:

Request: [RQ_NUMBER]

Problem: [RQ_PROB_TY]

Priority: [RQ_PRTY_TY]

Please contact the Requester to explain the delay.

Requester:

Phone Number:

Email:

You will continue to receive a daily notification until the related Work Order is closed.

Step 1: Create the Notification template.

1. In the System Configuration > Notification Setup module, click the button to create a Notification template.
2. Give the template a unique name using the Notification Label field (required).
3. In the Notification Type field (required), select the preferred notification method: 1: Email, 2: Report to Printer, or 3: Report to Default Printer.
4. If you selected Email:
   • Create a Subject line, and in the Message field, draft the body of the notification. Every Problem Notification the system sends will use this text.
   • Enter one or more email addresses in the Recipient List.
   • If desired, use the Sender Type field to designate a specific sender for the Problem Notification and provide the Sender Email Address.
5. If you selected Report to Printer:
   • Enter the printer name in the Printer field.
   • Enter the filename of a report from the Work Order module in the Work Report field.
     or
     Enter the filename of a report from the Work Request module in the Request Report field.
6. If you selected Report to Default Printer:
   • Enter the filename of a report from the Work Order module in the Work Report field.
     or
     Enter the filename of a report from the Work Request module in the Request Report field.
7. In the Notification Module field (required), select 2: Work Requests.
8. Click the button to save the record.

   More information about creating notification templates

Step 2: Configure the Problem to send the Notification.

1. Open the Work > Administration > Work Flow Setup > Problem Setup module.
2. Click the button to expand the Problem Setup record to which you want to add a notification.
3. Select the Notifications grid and click the button. A new Notification record appears.
4. Use the Notification Label pick-list to select the Notification you created previously. The options in this pick-list come from the General > Notification Setup module.
5. Click Select.
6. Indicate which module(s) (Requests and/or Work Orders) should trigger the Notification.
7. Save and close the record.

   The system is now configured to send the Notifications related to that Problem to the printer and/or email addresses listed in each Notification's Recipient List.

   Note: Several Problem Notifications can be set up for a single Problem.

1. In the Work Request module, create a new Work Request or edit an existing record.
2. Set the Problem on the Request.
3. Save the Request. The system checks the designated Problem Setup record's Notifications grid, and triggers any Notifications marked for Work Requests. The Notification is sent to all email addresses in the Notification template's Recipients List.

Step 1: Create the Notification template.

1. In the System Configuration > Notification Setup module, click the button to create a Notification template.
2. Give the template a unique name using the Notification Label field (required).
3. In the Notification Type field (required), select the preferred notification method: 1: Email, 2: Report to Printer, or 3: Report to Default Printer.
4. If you selected Email:
   • Create a Subject line, and in the Message field, draft the body of the notification. Every Problem Notification the system sends will use this text.
   • Enter one or more email addresses in the Recipient List.
   • If desired, use the Sender Type field to designate a specific sender for the Problem Notification and provide the Sender Email Address.
5. If you selected Report to Printer:.
   • Enter the printer name in the Printer field.
   • Enter the filename of a report from the Work Order module in the Work Report field.
     or
     Enter the filename of a report from the Work Request module in the Request Report field.
6. If you selected Report to Default Printer:
   • Enter the filename of a report from the Work Order module in the Work Report field.
     or
     Enter the filename of a report from the Work Request module in the Request Report field.
7. In the Notification Module field, select 2: Work Requests.
8. Click the button to save the record.

Step 2: Configure the Desired Work Order Problem Setup Records

1. In the Work > Administration > Work Flow Setup > Problem Setup module, click the button to expand the desired Problem record.
2. Select the Categories grid and click the button to expand the Category record that you would like to associate with a Problem Notification.
3. In the Category Notification grid, click . The Problem Category Notification form appears.
4. Click to select an existing Notification template (required). The options in this pick-list come from the System Configuration > Notification Setup module.
5. Click Select.
6. Indicate whether the Notification should be triggered by a Request and/or a Work Order that bears the selected Problem and Category.
7. Save and close the record. The selected Notification now appears in the Category Notifications grid.

Now, when a user selects this Category and Problem combination on a Request and/or Work Order, Lucity will send the designated Notifications to the email addresses listed in each Notification's Recipient List.

Note: Several Notifications can be set up for a Category associated with a particular Problem.

1. In the Work Request or Work Order module, create a new record or edit an existing record.
2. Set the Category.
3. Identify the Problem.
4. Save the record. The system checks the designated Problem Setup record's Category > Category Notifications grid, and triggers any Notifications marked for Work Requests associated with that Category/Problem combination. The Notification is sent to all email addresses in the Notification template's Recipients List.

Subject:

There is a new Request for [RQ_PROB_TY]

Body:

This is to alert you that a new Request has been received regarding [RQ_PROB_TY].

Request: [RQ_NUMBER]

Priority: [RQ_PRTY_TY]

Supervisor: [RQ_SUPR_TY]

City Name - Public Works

1. Create the Notification template.
   1. In the System Configuration > Notification Setup module, click the button to create a Notification template.
   2. Give the template a unique name using the Notification Label field (required).
   3. In the Notification Type field (required), select the preferred notification method: 1: Email, 2: Report to Printer, or 3: Report to Default Printer.
   4. If you selected Email:
      • Create a Subject line, and in the Message field, draft the body of the notification. Every Supervisor Notification the system sends will use this text.
      • Enter one or more email addresses in the Recipient List if desired. (This list represents people who should receive the Supervisor Notification in addition to the Supervisor.)
      • If desired, use the Sender Type field to designate a specific sender for the Supervisor Notification and provide the Sender Email Address.
   5. If you selected Report to Printer:
      • Enter the printer name in the Printer field.
      • Enter the filename of a report from the Work Order module in the Work Report field
        or
        Enter the filename of a report from the Work Request module in the Request Report field.
   6. If you selected Report to Default Printer:
      • Enter the filename of a report from the Work Order module in the Work Report field.
        or
        Enter the filename of a report from the Work Request module in the Request Report field.
   7. In the Notification Module field (required), select 2: Work Requests.
   8. Click the button to save the record.

      More information about creating Notification templates

2. Confirm that the appropriate Employee records are tagged as Supervisors.
   1. In the Work > Administration > Work Flow Setup > Employee Setup module, select the Employee you want to configure and click to open the record.
   2. Make sure the record has the Active and Supervisor fields marked.
   3. Make sure the Email field contains the employee's email address.
   4. In the Supv Request Notif field, select the Notification template you created in Step 1 above.
   5. Click the button to save the record.
   6. Repeat Step 2 for every Employee who should receive this Supervisor Notification.

      Note: The same Notification template can be assigned to multiple Employees.

Every time the Employee is selected as the Supervisor on a Work Order, the system will notify him or her using the designated Supervisor Notification template.

1. In the Work Requests module, create a new Work Request or edit an existing record.
2. Set the Supervisor on the Request.
3. Save the Request. The system checks the supervisor's Employee record and, if the employee is Active, triggers the Notification specified in the Supv Request Notif field.

   If the triggered Supervisor Notification is an email message, the message will be sent to the address listed in the Employee record's Email field. The email Supervisor Notification is also sent to any additional recipients listed on the Notification template.

Users have the ability to override most of the automated Work Order Notifications simply by checking the appropriate Override box on the Work Order form before saving the record. When one of the Override fields is marked, the system does NOT send the corresponding Notification.

Override Fields

Note: Start Date, Priority Change, Work Order Completion, and Status Change Notifications CANNOT be overridden.

Subject:

New Work Request

Body:

You have been assigned a new Work Request:

Request: [RQ_NUMBER]

Problem: [RQ_PROB_TY]

Priority: [RQ_PRTY_TY]

City Name - Public Works

1. In the System Configuration > Notification Setup module, click the button to create an Notification template.
2. Give the template a unique name using the Notification Label field (required).
3. In the Notification Type field (required), select: 1: Email.
4. In the Notification Module field (required), select: 2: Work Requests.
5. Create a Subject line and, in the Message field, draft the body of the notification.
6. Click the button to save the record.

   More information about creating Notification templates

1. In the Request module, click the to expand the Request about which you want to send a Notification.
2. In the Requesters grid, select one or more Requester records.
3. Click the button and select Send Email Notification | Selected Record(s). The following pop-up appears:

   

4. Select a Notification template from the list.
5. Click OK. The system sends the Notification via email to the Email addresses of the selected Requesters. It also adds a record to the Request's Notifications grid.

Subject:

Request Denied: City does not provide this service.

Body:

The City of NAME does not provide services related to animal control, nuisance wildlife, road kill removal or pest control. Please contact County Animal Control or a professional animal removal company for assistance.

Number: [RQ_NUMBER]

Problem: [RQ_PROB_TY]

City Name - Public Works

1. Open the Work > Administration > Work Flow Setup > Problems Setup module.
2. Select the desired Problem and click to open the record.
3. Check the Feedback Survey checkbox to direct the system to send Feedback Survey Notifications for Requests based on this Problem.
4. Click the button to save the record.
5. Repeat Steps 1-4 for each Problem that should send out this Notification.

Most agencies configure Lucity to automatically close a Request when the associated Work Order is closed. The system automatically triggers the Feedback Survey Notification as part of that process.

However, there may be cases in which a user wishes to closes a Request that either didn't result in a Work Order or for which the Work Order remains open. The following instructions describe how to close a Request manually, thus triggering the Feedback Survey Notification.

1. In the Work Requests module, open the desired Request record.
2. Confirm that the appropriate Problem is selected.
3. Make sure the Request has an Email address listed for the Customer/Requester.
4. Set the Request's Status to > 951.
5. Save the Request. The system sends the Feedback Survey Notification to the address listed in the Email field.