Email notifications

Templates define the content of automated email notifications. They are not sent on their own — each template must be connected to a workflow rule that triggers the send.

• Use templates to acknowledge a submitted request, alert a manager when a safety flag is raised, or confirm when a request has been converted to a work order.
• Emails are sent with Graicx branding. No custom email configuration is required.

• Go to Settings → Workflows → Templates and click New template.
• Give the template a descriptive name so it is easy to identify when configuring rules.
• Set the email subject and body.
• Choose the scope: account, client, or site. A template scoped to a client is only available to rules targeting that client.

Use variables in the subject or body to include service request details. Variables are written in double curly braces and filled in automatically when the email is sent.

• {{reference_number}} — the unique reference number for the service request.
• {{title}} — the request title or description.
• {{status}} — the current status of the request.
• {{submitter_name}} — the name of the person who submitted the request.
• {{site_name}} — the name of the site the request was submitted for.

If an unrecognised variable is used, Graicx flags it on save without blocking the template from being saved.

• Open or create a workflow rule in Settings → Workflows → Rules.
• Set the action to Send email notification.
• Select the template to use.
• Select the recipients.

• Submitter — sends the email to the person who submitted the service request.
• Selected users — sends the email to one or more users you choose when configuring the rule.
• Submitter and selected users — sends to both the submitter and the selected users.