Workplace Services / Service
Desk /Service Desk Manager
Workplace Services / Service
Desk / Service Contract Manager
Space / Space Inventory / Service Desk Manager (transaction method)
Space / Occupancy/ Service Desk Manager (transaction method)
Including Notifications for a Service Request Status
You may wish to have the requestor or other staff be notified of a service request's status as it is routed throughout the system. For example, you may want to:
- notify a requestor that their request has been approved
- notify a service desk manager when a request is completed
- notify the requestor or a business manager that a work request has been stopped or rejected during the process.
In the Manage Service Level Agreements screen, the program includes an Add Notification button next to statuses for which notification is an appropriate step.
Note: Notifications cannot be sent for the Requested step to the Service Desk Role of Supervisor. This is because the Supervisor is not determined until the request is Approved, so this Requested notification would have no recipient.
Click on the Add Notification button for the status for which you want to add a notification step. A pop-up window will be shown to specify the Notification Step parameters:
- You may wish to specify a condition that the request must meet in order to generate a notification. For example, the building manager can be notified of all issued requests for a certain building.
- You must specify to whom the notification will be sent. This can be:
- an employee
- a vendor
- a craftsperson
- a service desk role
Note: For each request status, multiple notification steps can be added.
Note: The system integrator defines the exact text that is included in the email notification.
Making Modifications
All Notification Steps will be shown next to their Request Status.
- To review or
modify an Notification Step for a Request Status, click on the
icon next to it. - To delete an
inserted Step click on the
icon.
Back
Go back to Setting Response Procedures for an SLA