Service Request Emails
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The Service Request module sends out emails as service requests are submitted and processed. The Create Service Request Best Practice and Manage and Edit Service Request Best Practice describes the workflow and shows when the emails are sent out.
The following email templates are set up for Service Requests.
- Assignment Notification (New User)
- Assignment Notification (Existing User)
- Service Request FYI
- Service Request Approval
- Service Request Reapproval
- Service Request Approved
- Service Request Cancellation
- Service Request Completed
- Service Request Created
The default templates can be edited, see Manage Email Templates.
Assignment Notification (New User)
| Sent From | When | Sent To |
|---|---|---|
| Manage Service Request screen's Contacts area or Approvers area |
Sent automatically to a person when they are added as an assignee / any contact type / approver to a service request. This will be sent to new users that do not have an account with steps to create an account. Dear %recipient.firstName%, You have been added as the %relationshipType.name% of %serviceRequest.id%. Your username is: %recipient.username% You can access the Service Requests here: %serviceRequestUrl%. Please use the instructions below to get started. How to Create your Password
How to Login in future To access Serraview, head to %loginLink%. You may like to bookmark or save this site as a favourite for easy access in the future. For assistance, please contact your Property Administrator with any queries. |
The person who is assigned to the Service Request in the Contacts area. For details, refer to Update Contacts and Assignees |
Assignment Notification (Existing User)
| Sent From | When | Sent To |
|---|---|---|
| Manage Service Request screen's Contacts area or Approvers area |
Sent automatically to a user when they are added as an assignee / approver. Sent to users with existing accounts, contains just a URL. Dear %recipient.firstName%, You have been added as the %relationshipType.name% of %serviceRequest.id%. Your username is: %recipient.username% You can access the Service Requests here: %serviceRequestUrl%. Forgot Password
How to Login in future To access Serraview, head to %loginLink%. You may like to bookmark or save this site as a favourite for easy access in the future. For assistance, please contact your Property Administrator with any queries. |
The person who is assigned to the Service Request in the Contacts area. For details, refer to Update Contacts and Assignees |
Service Request FYI
| Sent From | When | Sent To | ||||||
|---|---|---|---|---|---|---|---|---|
| Manage Service Request screen |
A completely ad-hoc email sent anytime in the workflow to a selection of people. Sends a generic FYI email with URL and 63 Business Case Report is attached to the email. Sent To: Keyword Set 3006 called Service Request Person Relationship Type. For example, the keywords are:
There are six copies of this email template, all identical but one for each of the above relationship types. Reply To: noreply@serraview.com Subject: General Manager FYI Assignee FYI IT Assignee FYI Delivery Manager FYI Capital Works Manager FYI Removalist FYI Body: Dear %recipient.firstName%, Please find service request %serviceRequest.serviceRequestId% attached for your information.
|
The person who is assigned to the Service Request in the Contacts area. For more details, refer to Add Contacts and send out FYI Emails. |
Service Request Approval
| Sent From | When | Sent To | ||||||||
|---|---|---|---|---|---|---|---|---|---|---|
|
Manage Service Request screen's Approvers area
|
Sends an email to a user requesting their review and approval of a service request. If needed you can include the costs and 63 Business Case Report can be attached to the email. Sent To: Reply To: noreply@serraview.com Subject: Service Request ## %serviceRequest.id% Approval Body: Dear %recipient.firstName%, Service request %serviceRequest.id% has been submitted for approval. Click on the following link or paste it into your browser to approve or decline this request: %approvalLink%.
|
Approver's email For more details, refer to Add Approver and send for Approval. |
Service Request Reapproval
| Sent From | When | Sent To | ||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Manage Service Request screen's Approvers area |
Sends an email to a user requesting their review and approval of a service request. If needed you can include the costs and 63 Business Case Report can be attached to the email. Sent To: Reply To: noreply@serraview.com Subject: Body: Dear %approver.firstName%, Service request %serviceRequest.serviceRequestId% has been updated and has been submitted for re-approval. Justification: %serviceRequest.reapprovalReason% Click on the following link or paste it into your browser to approve or decline this request: %serviceRequest.approvalUrl%.
|
Approver's email For more details, refer to Add Approver and send for Approval. |
Service Request Approved
| Sent From | When | Sent To | ||||||||
|---|---|---|---|---|---|---|---|---|---|---|
| Service Request Approval screen |
Sends an email to the assignee notifying them that the Service Request has received an approval. Sent To: Service Request Assignee Reply To: noreply@serraview.com Subject: Body: Dear %assignee.firstName%, Service request %serviceRequest.serviceRequestId% has received all approvals. <a href="%serviceRequest.Url%">Click here to view the details.<a/>
|
Service Request Assignee For more details, refer to Add Approver and send for Approval. |
Service Request Cancellation
| Sent From | When | Sent To | ||||||||
|---|---|---|---|---|---|---|---|---|---|---|
| Manage Service Request screen's Status drop-down is set to Cancelled. |
Notifies the requestor of a Service Request that it has been cancelled. Contains short description and URL. Sent To: Requestor of the Service Request Reply To: noreply@serraview.com Subject: Body: Dear %assignee.firstName%, Service request %serviceRequest.serviceRequestId% has been cancelled. <a href="%serviceRequest.Url%">Click here to view the details.<a/>
|
Requestor of the Service Request |
Service Request Completed
| Sent From | When | Sent To | ||||||
|---|---|---|---|---|---|---|---|---|
| Manage Service Request screen's Status drop-down is set to Complete. |
Sent to the requester when the Service Request's status is set to completed. Contains short description and URL. View the email template ...
Sent To: Requestor of the Service Request Reply To: noreply@serraview.com Subject: Body: Dear %requester.firstName%, Service request %serviceRequest.serviceRequestId% has been completed.
|
Requestor of the Service Request |
Service Request Created
| Sent From | When | Sent To | ||||||
|---|---|---|---|---|---|---|---|---|
| Create New Service Request screen |
Sent to the recipient when the Service Request is first created. Contains a short description and URL. Sent To: Recipient of the Service Request Reply To: noreply@serraview.com Subject: Body: Dear %recipient.firstName%, Service request %serviceRequest.serviceRequestId% has been created.
|
Recipient of the Service Request |