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Automatic service request email notifications with escalations

January 25, 2010 by 8 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 Consultant/Software Engineer and co-lead developer of EZMaxMobile at InterPro Solutions, LLC

  • 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

  • dkitzelman

    SQL Server Friendly escalation condition: createdate >=dateadd(mi,-1,getdate())

    • dmill2001

      This was what I ended up needing…

  • dmill2001

    The criteria for the Condition does not seem to work. I change the STATUS of a WO from WAPPR to APPR and run this SQL and it gets nothing back. I am running right after the status change completes on the WO:

    select * from workorder
    where STATUS = ‘APPR’ and STATUSDATE >=(getdate() -1/1440)

    As a result the ESCALATION seems to never get hit.

    I check the STATUSDATE on my WO and it was properley updated. Here is full proof of my test:

    select getdate()

    select * from workorder where STATUS = ‘APPR’ and STATUSDATE >=(getdate() -1/1440)

    select STATUSDATE from WORKORDER where wonum = ’101691′

    RESULTS

    11/19/2012 9:28:56.733 AM

    wonum
    (NO ROWS)

    STATUSDATE
    11/19/2012 9:28:43.120 AM

    • http://interprosoft.com Chon

      Try printing your SQL getdate(). That might be off just enough to not find that record.

    • dmill2001

      The below solution ended up fixing it for me:

      createdate >=dateadd(mi,-1,getdate())

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