This documentation supports the 9.1 version of Service Request Management.

To view the latest version, select the version from the Product version menu.

Communicating with work order assignees and groups


The Work Order form provides the following methods of sending messages to individuals or organizations.

To chat with an individual

  1. From the IT Home Page, select Service Request Management > Work Order Console.
  2. Click the Chat icon, located next to the Welcome message.
  3. Select the user from the appropriate user lists in the Start Conversation window.
  4. Close the chat window after you complete your conversation.

For more information on using chat, see Using chat.

To send an email message

  1. From the IT Home Page, select Service Request Management > Search Work Order, and click Search.
  2. Select the work order from which to send the email.
  3. From the left navigation pane, click Functions > Email System.
  4. In the Email System dialog box, indicate the recipient by selecting one of the following options:
    • Current Contact  — When you open the Email System form, if there is a current contact assigned to the record, the contact's name and contact information appears in the table and is the default recipient.
    • Current Assignee — Select this option to select the current assignee. The current assignee's name and contact information appears in the table.
  5. If you are sending the email to another recipient, complete the following steps:
    1. Complete the fields in the People Search Criteria area, and click Search.
    2. When the search finishes, select the recipient's name in the search results table.
      If you need to see more information to determine which is the correct name in the list, select an individual's name from the list, and click View. This opens the People form, which contains detailed information about the recipient.
  6. Complete the email information fields:
    • Internet Email — Type the recipient's email address here.
      You can find this information by selecting the person's name from the search results list, and clicking View. When the People form appears, look for the Internet Email field on the General tab.
    • Email Subject Line — By default, the subject line contains the work order ID number, to which you can append text to or over-type.
    • Email Message Body — Type the message text here. A series of buttons, to the right of the Email Message Body field, enables you to automatically insert text from the record into the message text.

      Note

      If one or more of these buttons appear disabled, it means the corresponding field in the record contains no information.

    • Email Attachment — You can attach a file to the email message (you are limited to only one attachment). To do this, right-click inside the Email Attachment table, and click Add. The Add Attachment dialog box appears. Navigate to and select the file to attach. Click Open. Details of the attached file appear in the table.
  7. Click Send Email Now.

To page a person or an on-call group

  1. From the IT Home Page, select Service Request Management > Search Work Order, and click Search.
  2. Select the work order from which to send the page.
  3. From the left navigation pane, click Functions > Paging System.
  4. Click one of the following tabs:
    • Page By Person, to page an individual
    • Page By On-Call Group, to page the on-call member of a specified group
  5. Select the recipient.
    To do this, complete the fields in the Search Criteria area, and click Search. Click the recipient's name in the search results table, and click Select.
    • If you are sending a page to a person (instead of an on-call group) and need help determining the correct person, you can see more information by selecting an individual's name from the list, and clicking View. This opens the People form, which contains detailed information about the recipient.
    • To send a page to the on-call member of a specified group, you must complete additional steps to add on-call information for that support group. For more information, see  Adding on-call schedules .
  6. Complete the fields in the Paging Information area, as follows, and click Send Page Now.
    • Pager Service Provider — Select the recipient's pager service provider from the list.
      If you are sending a page to a person, you can find this information by selecting the person's name from the search results list, and clicking View. When the People form appears, click the Notifications tab and look for the Pager Service Provider field.

      Note

      If you need more information about the service provider, click the button with the globe icon beside the field to open a link that takes you to the service provider's website.

    • Pager Type — The system automatically populates this field, using information about the recipient already in the system.
    • Pager Number — The system automatically populates this field with the pager's telephone number, when possible. If the pager number is unavailable to the system, enter the pager number manually. See Manual Pager Number, which is described in this section.
    • Pager Email — If the pager has an email address, type it here. If you are sending the page to a person, this information is available on the Notifications tab.
    • Manual Pager Number — If the pager's telephone number is not available automatically from the paging system, type the pager's telephone number here.
    • Alphanumeric Pager Message or Numeric Pager Message — Type your message in this field. Be aware that only one of these fields is enabled, depending on the type of pager the recipient carries.
  7. Click Send Page Now.
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