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Workflows can automatically send emails after a certain task is executed or a workflow has been in a status for a certain amount of time. The default emails need to be activated per workflow. For more information on how to enable the default workflow emails, see Workflow emails.
For the request requests module, an overview of the following default workflow emails are available:
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Email content
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When is it sent
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Send to
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An email that a request has been assigned to the service group employee
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When a request is assigned to a specific service group employee
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The service group employee the request is assigned to
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An email to the requestor if the request is set as a duplicate request of another request
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Once a request is set as a duplicate of another request
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The requestor, if the requestor has indicated to ‘keep me posted’ on the request
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An email requesting to perform the work requested in the request
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If requests are sent to contractors (instead of using the corrective work order process for this), this email is sent once a request is forwarded to a contractor (in- or external)
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The contractor to which the request is assigned
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An email asking for more information (the email is a call to go to the request and provide extra information in the request and re-submit the request)
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Once the service group employee sets the request to the ‘More information needed’ status (by using the function ‘Need information’)
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The requestor, if the requestor has indicated to ‘keep me posted’ on the request
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An email to notify the requestor that the request has been handled and can be approved or rejected (by opening the request in the application)
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Once the request is set to handled
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The requestor, if the requestor has indicated to ‘keep me posted’ on the request
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An email that a request has been rejected by the requestor after it was handled
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Once the request gets rejected
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The service group employee the request is assigned to
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A email that the request has been cancelled
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Once the request gets cancelled
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can be found in the user manual: Request workflow emails
3. General request module settings
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