Create or Edit an SR Response Template - Lookups

Create or Edit an SR Response Template - Lookups

You can set automated messages/notifications to send to service request submitters in Lookups. These messages send when an SR assigned to a particular department/division and/or SR type is put in a specific status. This is useful if, for example, you must place a service request on hold because you need additional information from the requester. For step-by-step instructions on how to create SR response templates, see below.

Navigate to Lookups

To go to Lookups:
  1. From the NEXGEN dashboard, click Settings in the blue sidebar to the left.
  2. Click Setup.
  3. Click Lookups.

Create or Edit an SR Response Template

To create or edit an SR response template:
  1. Navigate to Lookups within your site settings. 
  2. In the hierarchy tree to the left, click the drop-down arrow next to Service Request.
  3. In the same hierarchy tree, click the drop-down arrow next to SR Type.
  4. Click SR Response.
  5. You will see your SR Responses to the right.
    1. To create a new SR response, click +Add in the top right.
    2. To edit an SR response template, click the drop-down next to the template. Then click Edit.
  6. Add or edit the information you would like to include in the template.
    1. Enter a name for your template.
    2. Select the Email, SMS, or Comment tab.
      1. Email: Send the requester an email.
      2. SMS: Send the requester a text.
      3. Comment (311 Portal only): Make a comment on the request if the request was sent in through the 311 Portal.
    3. Add a subject, if applicable.
    4. Add body text. Use the merge fields to add more information, if needed.
    5. Click Save.
  7. Proceed to the "Configure Status, SR Type, and Department" section below if it is the first time you are creating your template to add criteria for the SR response. You must configure criteria for your SR Response to have notifications automatically send.
Alert
Note: Make sure to configure the status, SR type, and department for your template or else it will not be sent out to requesters.

Configure Status, SR Type, and Department

Once you've created your template, you must configure its triggers so that the system knows what conditions need to be met to send it out to requesters. If you skip this step, the template will not be sent out at all. For more details, see below.
  1. Navigate to your SR responses.
  2. Click the drop-down next to an SR response template, then click Edit.
  3. At the bottom of the slider that appears, next to Status, SR Type, and Department Configuration, click +Add New.
  4. Select the status, department, and SR type that an SR record must be set to for its requester to receive the template.
  5. Click the checkmark to save.
  6. Click Save to finish. When a service request meets the parameters set, the requester will receive your message.





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