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What ticket notifications will my team receive?

November 22, 2017
By Katie Murff Intro to BIM 360 Ops, Managing Tickets

The notifications a user receives depends on their role and how the notification is received.

Occupants

Occupants receive email notifications when

  • they submit a ticket or a ticket is created on their behalf
  • they are added as a watcher to a ticket
  • there is a comment added to their ticket
  • their ticket is closed

Occupants receive SMS notifications* when

  • a comment is added to their ticket

Technicians

Technicians receive email notifications when

  • a ticket is created on their behalf
  • they are added as a watcher to a ticket
  • they are assigned a ticket
  • there is a comment added to a ticket with which they are associated
  • someone else closes a ticket they created or are watching

Technicians receive SMS notifications* when

  • they are assigned a ticket
  • there is a comment added to a ticket with which they are associated

Managers and (Co)-Owners

Managers and (Co)-Owners receive email notifications when

  • a ticket is created on their behalf
  • they are added as a watcher to a ticket
  • they are assigned a ticket
  • there is a comment added to a ticket with which they are associated
  • someone else closes a ticket they created or are watching

Managers and (Co)-Owners receive SMS notifications* when

  • they are assigned a ticket
  • there is a comment added to a ticket with which they are associated
  • there is a new urgent ticket**
  • a ticket priority is changed to urgent**
  • there is a comment on an urgent ticket**

*SMS notifications must be enabled by the user in My Details or their contact record

**Managers must be a contact in the building