How to Manage Service Request Notifications

Service request notifications are driven by three key factors: email preferences, group permissions, and service request type settings. These three areas work together to determine when notifications are sent and to whom. 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 three staff-level email preferences for services requests:

If a staff member has enabled these preferences they will receive the corresponding email notifications, if they have the matching permissions and service request type settings.
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.
There is an additional email notification for service request reminders, but it does not have an email preference. Meaning, staff members cannot opt in/out of receiving it.

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 six staff-level group permissions for service requests:

Only staff members with the "Can administer service requests" OR "Can be assigned service requests" permissions can receive service request email notifications.
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 "Can View Own Service Request Only" is enabled then residents will only receive email notifications about their own service requests, even if the email preference "Email me when a service request is created/updated by another user in the unit" is enabled.

Service Request Type Settings

There are three service request type fields that impact notifications:

Architectural Change Request approvers will always receive email notifications if they are subscribed to the corresponding email preferences, except in the following scenario:
- The approver creates/updates/closes the request, they will not receive the email notifications but the other approvers will.
Assignees will receive email notifications if they are subscribed to the corresponding email preferences, except in the following scenarios:
- If an assigned staff member takes an action on a specific service request, they will not receive the email notification.
- If multiple users are assignees, only the user taking the action will not receive the email notification.
If all assignees are removed from a specific service request, the default service request type assignees will receive the emails notifications, if they are subscribed to the corresponding email preferences.
If a service request type has no assignees, all staff members will receive email notifications when an action is taken, if they are subscribed to the corresponding email preference and have the corresponding permissions.
Staff in Administration Groups will always receive email notifications if they are subscribed to the corresponding email preferences and permission.

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)

Allow Emailing the Board

If the setting "Allow Emailed the Board" is enabled for your workspace, additional staff members may receive email notifications.

Residents are able to pick the specific user group(s) they want their request sent to. Any staff members in the selected group with the corresponding email preferences and permissions will receive the email notification.
This does not override the service request type settings. The users configured for the service request type will still receive email notifications and like before, will only receive the notification once if they are part of multiple fields.

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.

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.

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