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Automatic service request email notifications with escalations

January 25, 2010 By 3 Comments

Did you know you can automatically send email notifications to customers who submit work requests via Service Request module or by our WebMaint module?  You can send email upon different status changes, such as when a workorder status is changed to approved or when the workorder has been completed.

The Escalation Setup below is an example of being notified for a Workorder status Change, this will send the Role/Person specified on the Communication Template an email everytime someone changes a WORKORDER to APPR.

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Filed Under: Configuration, Maximo, Premium, Tips & Tricks Tagged With: , , , ,
About Chon

I am a Senior Software Engineer at InterPro Solutions, LLC located in Wakefield, MA.

  • Janhavi

    Hi chon,

    i have created one escalation like when Service request raised and no action taken for 3 days then it will automatically change status to queued and notification will send to Admin.

    i have applied condition point :
    STATUS = (select value from synonymdomain where domainid=’SRSTATUS’ and maxvalue=’NEW’) AND (SYSDATE – REPORTDATE >=3)

    schedule 24h,*,0,*,*,*,*,*,*,*

    elapsed time attribute: REPORTDATE

    elapsed time interval:3.00

    interval unit of measure: days

    action: SRQUEUED

    and Notification to ADMIN and REPORTEDBY

    i have validated and activated it
    i m getting two rows for tht condition also,
    but not able to see notification in inbox

    can you tell me wht could be the problem

    Regards
    janhavi

    • http://interprosoft.com Chon

      Check your SMTP.

  • Pingback: Understanding Escalation Points

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