Frequently asked questions about the email notifications WorkSpace is capable of sending.

1. Why am I not receiving any notifications even though I'm supposed to?

If you are a staff user and are not included in the 'Copy on All' field, you will not receive a notification unless the Work Order is for a Work Category that is assigned to you. Only tenant requestors receive notifications when there is a change in status.

Check the staff user(s) entered in the 'Copy on All' field for reference:

1. From the Property & Facility menu, click Settings.
2. From the Property Management Settings page, navigate to the Service Requests section, and click Routing.
3. From the Work Routing page, navigate to the Copy on All field and, if applicable, edit the contents.

2. I have added my email address to the Copy on All field for Service Request routing, so why am I still not receiving the email notifications?

There are a couple of reasons why this could be happening:

1. Ensure there are no leading or trailing spaces in between email addresses. Separate multiple email addresses with a semi-colon and nothing else (i.e. user1@email.com;user2@email.com). A space in between email addresses will cause the communication to fail, usually to all those listed after the space.
2. Check with the intended recipient to see if the Broadcast ended up in the spam folder of their email account. Sometimes, emails from WorkSpace may be flagged as spam because the user's email server may be unfamiliar with the sender.

3. What types of notifications are included in the daily "#Item(s) require your attention" email?

The notifications that are included are for Preventive Maintenance Work Orders assigned, Accounts Payable/Invoices to approve, Job Costing/Jobs to approve, and Resource Reservations to approve. The email is sent every morning at 7 am PT, 10 am ET.

4. Why are my engineers not receiving notifications about open Preventive Maintenance (PM) Work Orders?

PM Work Order notifications are sent out on the day that they are issued as well as daily after the due date designated on the PM Schedule.

Check the following items for reference:

1. Does your property have active PM Schedules?
2. Do the PM Schedules have due dates; if so, has the due date for the Work Order(s) passed?
3. Is the person inquiring assigned to the PM Work Order(s) in question?

5. Are notifications sent for escalated PM work orders?

Yes, for PM work orders generated by a PM Schedule, once a work order is 24 hours past the Due Date, a PM escalation notification will be sent via email to any staff users who have the notification PM escalation selected within their user profiles, along with the Assignee. Unlike standard PM work order notifications that are included in the daily "#Item(s) require your attention" email, PM escalation notifications are only sent once to the applicable parties.

6. Why are some of my staff users not receiving notifications about Payable Invoices to approve?

Notifications will not be sent to the approver if the Payable Invoice(s) are approved prior to the '#Item(s) require your attention' email. The Payable Invoices to approve are in the user's 'My Invoices' tab of the 'Accounts Payable' page.

Please note that notifications are only sent to the next assigned approver for the Payable Invoice(s). 

7. Why are some of my staff users not receiving notifications about Job Costing to approve?

Notifications will not be sent to the approver if the Job(s) are approved prior to the '#Item(s) require your attention' email.

Please note that notifications are only sent to the next assigned approver for the Job(s).

8. How do I get notified about Service Request Work Orders?

Service Request Work Order notifications are sent every time there is a change in status (i.e. New, Dispatched, Completed) to the following users: Tenant Requestor, Assignee, as well as the users listed in the 'Copy on All field' of the Service Request Routing (see Defining Service Request Routing).

Check the following items for reference:

1. Is the Work Order assigned to the person inquiring or is the user listed in the 'Copy on All' field of the Service Request Routing?
2. Was the 'Save and Notify' button used to save the updated status of the Work Order?
3. If a tenant user did not receive a copy of the notification, was the 'Include tenant in notification' box unselected?
4. If the Work Order is assigned to a pool, is the user part of the pool?

9. Why aren't my tenants/vendors receiving notifications about expiring Certificates of Insurance (COI)?

Ensure that the tenant/vendor user's profile includes the appropriate notifications (see Defining Certificate of Insurance (COI) Expiration Notifications).

Check the following items for reference:

1. Was the COI set up after it expired? Notifications will not be sent out if the expiration date has passed.
2. Was the COI set up after the dates of the notification settings?
3. Is the user designated to receive insurance expiry notifications?

10. Are notifications sent for Resource Reservations, and if so, who exactly receives them?

Yes, a notification will be sent to the parties involved once the reservation has been approved. Only the requesting tenant user, as well as any staff users with the Resources Admin feature selected in their user profiles, will receive the notification.

11. Are there any notifications sent for visitors?

Currently, notifications are sent to the tenant contact or staff user the visitor is visiting with when the visitor checks in to a property. WorkSpace users are encouraged to check the Pending tab of the Visitors page periodically to keep abreast of visitors who need to be approved or checked-in. See Overview: Visitor Security for more information.

12. Do my tenants receive notifications for anything?

Yes, tenant users can receive notifications for the following:

• Service Requests: Only the requesting tenant user who submitted the work order will receive notifications. Staff users must click Save & Notify and select the Include tenant in notification box whenever updating the work order to ensure notifications are sent to the tenant when appropriate.
• COI Expiry: Tenant users must have Insurance selected as a Contact Attribute in their user profiles.
• Visitors: The tenant user whom the visitor is visiting with will be notified when the visitor checks in to the property.
• Resource Reservations: Only the requesting tenant user who submitted the reservation will receive a notification when the reservation is approved.
• Support Tickets: Tenant users receive notifications each time a support ticket of theirs is updated.