: :  Warning the User when a Request Changes Status

A warning can be sent after saving a request in 4 cases:

Open: first saving of the request with external description.
Resolution: the contractual resolution has been added on the request.
Closing: the request has been closed by the customer.
Changing status: the status of the request has changed.

These warnings depend on contracts and must be enabled from a contract.

Defining the Contacts to be Warned

First, you must define the contact recipients of the warnings. They must be linked to the contract and accept emails or fax (enabled options).

Several contacts can be defined, i.e. contacts and employees linked to:

Enabling Alerts

  1. Go to Help Desk > Contracts > Customer contracts > start searching > Open the relevant record sheet and click on the Maintenance and penalties tab.
  2. Go to Edit > Alert management to enable the modification mode.
  3. In the Contract alerts management section, check the boxes of the recipients according to your needs and save.

These boxes enables triggering an alert in Akuiteo based on the defined contacts.

Defining the Alerts Format That Will be Sent by Email

Note: the contact must be linked to the customer's main site.

  1. Open the record sheet of a linked customer from Third-parties > Customer/Prospects.
  2. From a customer record sheet, go to Edit > Alert management. The Support alerts tab is displayed.
  3. Enable the modification mode, click on and select the format of the emails that will be automatically sent.
  4. Select the type of request that will trigger an alert: open, resolution, closing and/or changes of status.
  5. For each option, enter the keyword in the email subject and the ALERT-type email templates.
  6. Add details on the employee or contact in the Interlocutor detail section and click on to validate.
  7. Click on the Contacts tab and select the relevant contact.
  8. In the Contacts sheet, click on the Alerts tab and select the relevant boxes.

Defining the Alerts Format That Will be Sent by Email to the Employees

  1. Open the employee record sheet.
  2. Click on the Parameters tab and enable the modification mode.
  3. Check the relevant boxes and save.