Request Tracker


Request Tracker
 






Add Rules and Alerts to a Request Type

Who can use this feature?

Engage_-_System_Admin.pngEngage_-_Slash.pngEngage_-_Owner.png

 

Overview

This article will show you how to add Rules and Alerts to a Request Type.

Instructions

  1. Navigate to Modules > Content > Request Tracker
    modules_content_request_tracker.jpg
  2. Select a category
    add_rules_and_alerts_to_a_request_type_select_category.jpg
  3. Select a Request Type
    add_rules_and_alerts_to_a_request_type_select_request_type.jpg
  4. Click Actions next to the Request Type name
    add_rules_and_alerts_to_a_request_type_actions.jpg
  5. Select Properties
    add_rules_and_alerts_to_a_request_type_properties.jpg
  6. Navigate to the Rules & Alerts tab
    add_rules_and_alerts_to_a_request_type_rules___alerts.jpg
  7. Add Rule(s) and Action(s)
    • Rule(s)
      add_rules_and_alerts_to_a_request_type_rules.jpg
      • Time: Use the empty box to enter a number and use the (Time) drop-down to select the scale of time (Minutes, Hours, Days, Weeks, Months)
      • After: Select a status to activate the rule
        • (Event): Choose to activate the rule after A request is submitted, a request is closed, or a request is reopened
        • (No Other Criteria): Choose this dropdown to select additional criteria, such as No staff has responded or Request is still open
    • Action(s): Select Send Email To or Assign User
      add_rules_and_alerts_to_a_request_type_actions_options.jpg
      • Send Email To: Enter email address(es) separated with commas and enter a Message
        add_rules_and_alerts_to_a_request_type_actions_fields.jpg
      • Assign User: Select a user and enter a Reason
        add_rules_and_alerts_to_a_request_type_assign_options.jpg
  8. Click Add in the corner of the editor
    add_rules_and_alerts_to_a_request_type_add.jpg
    • Note: You can add further Rules and Actions.
    • Note: To undo a Rule and Action, click Remove.
      add_rules_and_alerts_to_a_request_type_remove.jpg
  9. Click Save at the top of the page 
    add_rules_and_alerts_to_a_request_type_save.jpg



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