Reminder Notification

Owned by Alexis Shoemaker (Deactivated)
May 06, 2015
2 min read

Multiple reminder notifications can be configured on a request type basis to alert staff that requests are approaching their due date, have become due, or have exceeded their due date. For each request type, subscribed users and/or departments will receive a daily reminder email at 6 A.M. that lists all requests that are nearing due, due, or overdue. 

These emails are sent for each request type, so if a user is set up to receive reminder notifications for 5 request types, he or she will receive 5 separate emails.

Step-by-step guide

  1. Navigate to the Manage Request Types page
  2. Choose a request type from the left side of the screen
  3. Scroll to the Reminder Notification section
  4. Add at least one user or department
    1. NOTE: If you choose a Department, it will subscribe all of the Department's users to the notifications on this request type. Use with caution!
  5. Set the conditions for when the reminder notification should be delivered.
  6. Save your changes

Here's an example of a request type setup for Pothole:

  1. The entire Road Maintenance Department will receive a Request Submission Notification when new requests types are submitted.
  2. Zachary Jensen will receive Follower Notifications for every comment and status change on a request.
  3. Paul Wolf will receive a Reminder Notification on the day the request is due, if it has not already been completed.
  4. Alice Patrick and Paul Wolf will receive Reminder Notifications 3 days after the request's due date, if it has not already been completed.

Reminder notifications are not retroactive to existing requests. To illustrate what this means:

  1. Graffiti request #10023456 is submitted to the municipality May 1st, the default SLA is 3 days, so it will be due on May 4th.
  2. Susan Manager is added to the Reminder Notifications list on May 2nd, to receive notifications 1 day after a request is due.
  3. Graffiti request #10045678 is submitted to the municipality May 3rd, the default SLA is 3 days, so it will be due on May 6th.
  4. Susan Manager will not receive a notification for #10023456 on May 5th since she was subscribed after the initial request was submitted.
  5. She will receive a notification for #10045678 on May 7th.