Tag Archives: Email Notification

Rules Manager – 1 of 3

The Maintenance Connection Rules Manager supports two valuable automated processes, the generation of email notifications and the creation of automatic assignments. We will begin this series by reviewing the most common uses for Notification Rules, and then cover how customers have found Assignment Rules to be most beneficial.

Notification Rules

Notification Rules allow you to send an email to individuals based on specific actions, such as the creation or completion of a work order, a KPI that has reached a critical level, the issuance of a purchase order or an asset that has been brought out of service. In the Work Order Module alone, there are over 25 events from which to choose:


Let’s create a sample notification rule to email the System Administrator when a new service request has been initiated:

  • Select Tools->Rules Manager from the Menu Bar.
  • Select the Notification Rules Tab and click the New Button at the bottom of the dialog.


  • The New Auto-Email Rule Dialog will display, prompting you to select an event.
  • Scroll down to the Work Order Events and select “EVENT: New Work Order (Created Using the Service Requester)”
  • Click the Save Button and you will be returned to the Notifications Rules Tab with your new rule displayed on the list.
  • Click on the new rule to select it, and then click on the Edit Button. The Edit Auto-Email Rule Dialog will display.
  • Click on the Recipients Tab to specify the email recipient. Enter the email address of the System Administrator in the Additional Recipients Area. Email addresses of MC Members can also be retrieved using the Add Button on the page.


  • Click on the Message (HTML) Tab to view the content of the email, which can be changed as desired. As can be seen, you can insert field values from the work order by placing “@@” around the respective field name.

  • Click Save when you are finished.


The resulting email to the System Administrator might appear as follows:


Tip: For more information on the options available for creating Notification Rules, refer to the User Guide available from the Help menu within the application. If your organization is having difficulty with Notification Rules, refer to the Email Troubleshooting Guide available from the Customer Support Portal (CSP).


Troubleshooting Docs in the CSP

The Maintenance Connection Customer Service Portal (CSP), available to all MC Customers, includes numerous helpful tutorials and documents.


The Documentation Section, accessed by clicking the Documentation Button on the lower left of the CSP, includes numerous troubleshooting, implementation and technical guides, as well as PDF versions of the MC User Guides. In recent weeks, we have added several helpful troubleshooting guides that may prove beneficial to your organization:

  • Email Troubleshooting: Guide for troubleshooting problems that occur when you attempt to email notifications, reports or work orders to individuals within your organization, as well as external parties. The most common problems result from recipient email systems blocking receipt of the email or errors in specified addresses or settings within Maintenance Connection. This document provides guidelines to address these types of issues.


  • Agent Troubleshooting: Guide to assist IT Staff at customers with onsite installations of Maintenance Connection in troubleshooting issues encountered with the MC Agent. The MC Agent is the process used by Maintenance Connection to manage a number of automated features in the system, including notification emails, scheduled reports, work order rapid entry and the database job scheduler. The MC Agent, when installed, runs continuously checking for “jobs” that need to be executed, based on a defined “date/time” or occurrence of a specified event. This document provides IT staff with steps to follow if the agent is not working correctly in your network environment.


  • PM Troubleshooting: Guide to assist customers who encounter errors or difficulties with PM Generation, particularly those who prefer to use manual PM Generation or PM Projections, rather than available automated processes.


  • SMTP Troubleshooting: Guide to assist customers with SMTP Settings that are used to create emails invoked through the “First Time Login Process” or by clicking the “Email” Button on the Toolbar or Report Preview Window.


To access the Customer Service Portal, go to the Maintenance Connection Login Page and enter your company’s CSP ID and Password. If you do not remember your organization’s credentials, contact support for assistance.

Configuring the Service Requester – Week 3 of 3

In this third post regarding Configuring the Service Requester, we will discuss how to set up the SR to send an email notification when work orders are generated from a service request.

Use the Rules Manager to Set Up Email Notification

The Rules Manager can be used to set up an email notification for all work orders generated from a service request, or only work orders that meet particular criteria, such as work orders of a high priority or those requiring shutdown of an asset. Notifications can be sent to individuals associated with the work order (such as the “assignee”) and/or another specified email address. You can even modify the content of the email.

To set up an email notification rule, use the “Rules Manager” option on the MRO Tools Menu. When the Rules Manager appears, click the Notification Rules Tab.

Ensure the correct Repair Center is specified in the upper right of the dialog and click the Button at the bottom of the dialog. The “New Auto-Email Rule” Dialog will appear, prompting you to specify the event that will invoke the rule. Scroll down the list and select the EVENT labeled: “New Work Order (Created Using the Service Requester)”. The selected event name will automatically be populated into the Rule Name at the top of the dialog. Be sure to specify the Repair Center for the rule (below the name).

If you want the email to be sent whenever a service request is generated, you do not need to specify criteria. However, if you only want emails to be sent under certain conditions, click the Criteria Sub-Tab. Use the Edit Button at the bottom of the dialog, to define criteria (such as “Priority is 01-High” or “Target Date is within Current Week”).

To specify who should receive the email, click the Associated Recipients Sub-Tab. Let’s click the “Requester” checkbox to indicate that the individual requesting the work order should receive an email.

The Recipients Sub-Tab is used to specify additional recipients that should receive the email. Notice that you can specify an individual to receive the email only when there are no “associated recipients” (such as when there is no default assignment) or in all cases. To test this feature, you can enter your own email address as an “Additional Recipient.”

When you are finished defining this email notification rule, click the Button at the bottom of the dialog. The new rule will be saved as “Enabled” by default and listed in the Rules Manager.

Once the rule has been saved, you can “Edit” the rule and use the sub-tabs available to alter the Message Text/HTML or other email settings.

Don’t forget to sign up for the October 27-28th
Western Regional Training Seminar at the Palms Resort in Las Vegas.