1 Reply Latest reply on Mar 16, 2016 4:27 PM by [email protected]

    Include Task Cancellation or Rejection Reasons in Email to Customer

    chris1 Apprentice

      I am using HEAT Cloud 2015.2.2. 

      I am looking at adding some additional notifications for Service Requests.

      1) Are you sending task Cancellation and/or Rejection reasons to the Customer? If so how? If not, how do you communicate WHY the request was cancelled?

      2) How do you handle it when there are multiple tasks? For instance , one task could be cancelled but another is completed. How would the Service Request be marked? Closed, Cancelled....What if one task is complete, one is cancelled and a third is rejected? Do you do this on a per request basis or have you done something to cover all Service Requests?

        • 1. Re: Include Task Cancellation or Rejection Reasons in Email to Customer
          rcarins@cssdelivers.com Apprentice

          Hi Chris,

           

          1) For this you could turn the cancellation button into a Consolidated Action that prompts for the reason and then creates an activity note or email on the service request

          2) A few options here, you could make an assumption that if a rejection or cancellation, the exit points on the tasks then go on to cancels all remaining open tasks and cancels or closes the request, or flag the request to the owner so they review it and decide on the next course of action manually.

           

          Regards,

          Ross