How to Manage Service Request Notifications

Service request notifications are driven by three key factors: email preferences, group permissions, and service request type settings. Group permissions determine which email preferences a user sees and what service request type settings they can be assigned and email preferences determine which actions users receive notifications for. This user guide outlines how our notifications are configured and how you can manage them for your community.

For a demonstration on how to configure service requests types and settings, refer to the video below:

Service Request: Setup Page Overview

Email Preferences

There are five staff-level email preferences for services requests:

Staff members will only see the email preferences that correspond to their group permissions (i.e. not all staff members will see all five options).
If a staff member is not subscribed to these emails it will not matter what the group permissions or service service request settings are - they will not receive email notifications about these service request actions.

If “Email me when all service requests are added/updated by another user” is enabled, the rest of the email preferences other than “Email me when a service request reminder is sent”, will be automatically enabled.

If you do not want all those email preferences enabled, deselect “Email me when all service requests are added/updated by another user” and pick the specific email preferences you want.

There is one resident-level email preference for service requests:

By default residents receive notifications after they create a service request and for any updates made to the service requests they create.
If the preference above is enabled they will also receive emails when other users in their unit create or update requests, if they have the corresponding group permission.
If a resident has unsubscribed from all email notifications they will not receive any notifications about service requests

Group Permissions

There are four staff-level group permissions for service requests:

Only staff members with the "Can administer service requests" permissions will see the “Email me when all service requests are added/updated by another user” preference.
Only staff members with the "Can administer service requests" OR "Can be assigned service requests" permissions will see the remaining staff-level email preferences.
Only staff members with the "Can administer service requests" OR "Can be assigned service requests" permissions will appear on the Approvers list for the Architectural Change Request type.
Only staff members with the "Can be assigned service requests" permission will appear on the Assignee List for service request types.
Groups with ONLY the "Can be assigned service requests" permission will appear on the Administration Groups list for service request types.

There are two resident-level group permissions for service requests:

If "Can View and Create Service Request for All Users in the Unit" is enabled then residents will receive the email notifications about other users in the unit creating/ updating service requests if the corresponding email preference is enabled.
If "Can View Own Service Request Only" is enabled then residents will only receive email notifications about their own service requests.

Note: Only one of these two permissions can be selected for each resident-level group.

Service Request Type Settings

There are three service request type fields that are connected to notifications:

Architectural Change Request Approvers
Assignees
Administration Group

When an approver, assignee or administrator creates/updates/closes a service request they will not receive email notifications about their actions. But other approvers, assignees or administrators will, if they have the corresponding email preferences enabled.

Note: If a staff member is included in multiple fields they will only receive one email notification (i.e. they will not receive the same notification 3 times if their name is in 3 places)

Service Request Reminders

If service request reminders are enabled, there is an additional notification that will be sent to the service request assignee(s) or in the event of no assignee(s), all staff members with service request permissions and the email preference enabled.

If enabled, an additional field called "Send Reminder After" will be added to the new service request form.
Only staff members with the permissions “Can administer service requests” will see the additional field.
The first reminder will be sent after the number of days selected during request creation.
Reminders will then continue to be sent at the selected frequency until the request is closed.

Service request reminders can also be sent when making an update to a service request and saving it as Pending.

This option is not tied to the service request reminder setting – it will always be available to users with the “Can administer service requests” permission.
Reminders will be sent at the selected frequency until the request is closed.

Additional Resources

Get Additional Help