Request Notification Emails #
Five notification types cover the service request lifecycle from submission through completion and overdue detection.
What DMSI Service Management Adds
Service requests and all associated notifications are new to this extension. Core has no request or ticketing system.
Request Created #
Notification type: request-created
Sent to: Customer and Admin
Trigger: New request submitted (via admin or customer portal)
Confirms to the customer that their request was received. Includes the request number (SR-XXXX), the request title, and expected next steps.
Request Assigned #
Notification type: request-assigned
Sent to: Assigned Staff
Trigger: A staff member is assigned to the request
Notifies the assigned staff member that a request has been assigned to them. Includes the request number, title, and a link to the request in the admin area.
Request Status Changed #
Notification type: request-status-changed
Sent to: Customer
Trigger: Request status changes to any status other than the initial “new”
Keeps the customer informed as the request progresses. Includes the old status, the new status, and the request number. Sent for every status transition: assigned, in_progress, on_hold, completed, cancelled.
Note: If request-completed is also enabled, a status change to “completed” sends both a status-changed email and a completed email.
Request Completed #
Notification type: request-completed
Sent to: Customer
Trigger: Request status transitions to completed
A dedicated completion email separate from the generic status-changed email. Includes a summary of the work done (from the request’s resolution notes if populated) and a link to the satisfaction survey.
Request Overdue #
Notification type: request-overdue
Sent to: Admin (not customer)
Trigger: Overdue Checker background job identifies a request past its due_date with an open status
This is an internal alert — it goes to admin only, not the customer. It includes the request number, title, the due date that was missed, and a link to the request in admin.
The Overdue Checker runs every hour. A request becomes overdue when its due_date field is in the past and its status is still new, assigned, in_progress, or on_hold.