Responding to a Service Request via Email

    Accepting a Service Request

    In order to properly accept the request via email, the only responses should be

     

    YES

    OK

    Or  

    ACCEPT

     

    Ensure the original message is included in the reply

     

    Please note: you may need to modify your email reply settings to include the original email in the response

    To do this, you must modify your email settings to “Include Original Message Text”

     

    When a work order has been accepted, the status changes from Open to In Progress with the extended status Dispatch Confirmed.

     

    Declining a Service Request

    To decline the service request via email, the only responses should be

     

    Decline

    Or

    NO

     

    This indicates that you are NOT responding to the request

     

    Additional information regarding the decline can be included AFTER the keyword DECLINE or NO in the email response.

     

    Ensure the original message is included in the reply