Notifications reference¶
Every notification the system can send, and who receives it.
Task lifecycle¶
| Notification | Recipient | Channel | Trigger |
|---|---|---|---|
| Task assigned | The assigned technician | Push + in-app | A Supervisor or schedule assigns a task. |
| Task due soon | The assigned technician | Push | One hour before the task's due time. |
| Task overdue (to technician) | The assigned technician | Push + in-app | Sent when the task passes its due time plus configured grace period. |
| Task escalation (Tier 1) | The technician's Supervisor | Push + in-app + optional email | Fires only if Automatic Escalation is enabled in Company Setting. Sent when a task remains overdue for the configured Tier 1 threshold (default 24 hours). |
| Task escalation (Tier 2) | Admins and Managers | Push + in-app + optional email | Fires only if Automatic Escalation is enabled. Sent when a task remains overdue for Tier 2 threshold beyond Tier 1 (default 48 hours). |
| Task submitted for approval | Supervisors (and Admins) in the company | Push + in-app | Technician submits a task. |
| Task approved | The executing technician | Push + in-app | Supervisor approves. |
| Task rejected | The executing technician | Push + in-app | Supervisor rejects; includes reason. |
Two-tier escalation explained¶
Automatic Escalation is an optional feature. It's disabled by default. An Admin turns it on in Company Setting → Task Escalation.
When enabled, escalation has two tiers:
- Tier 1 — the technician's Supervisor is notified when a task has been overdue for Tier 1 hours (default 24 hours). This is the "supervisor-aware" nudge.
- Tier 2 — Admins and Managers are notified when the task remains overdue for Tier 2 hours beyond Tier 1 (default 48 hours). This is the "senior attention required" escalation.
Both tier thresholds are hours, configurable per-company in Company Setting. If a task completes between tiers, the later tier doesn't fire for it.
If escalation is off, only the assigned technician's own overdue notification is sent — no fan-out to Supervisors or Admins. Many installations run without escalation because the Supervisor already watches the Dashboard / Approvals queue manually.
Email delivery is a separate toggle — "Send Escalation Emails" in Company Setting. In-app notifications fire regardless when escalation is enabled; emails fire only if the toggle is on too.
All timing is relative to the task's due time + grace period, in the company's configured timezone.
Repair requests¶
| Notification | Recipient | Channel | Trigger |
|---|---|---|---|
| New repair request | Supervisors + Admins | Push + in-app | Technician submits a repair request. |
| Repair request updated | The submitting technician | Push + in-app | Supervisor acknowledges / escalates / resolves. |
Shutdowns¶
| Notification | Recipient | Channel | Trigger |
|---|---|---|---|
| New shutdown reported | Supervisors + Admins | Push + in-app | Technician reports a shutdown. |
| Shutdown resolved | The reporting technician | Push + in-app | Supervisor marks the shutdown resolved. |
Administrative¶
| Notification | Recipient | Channel | Trigger |
|---|---|---|---|
| Account created | The new user | Admin creates a new user. | |
| Password reset requested | The requesting user | User clicks "forgot password". | |
| Role changed | The affected user | Email + in-app | Admin changes the user's role. |
| Weekly report | Admins + Managers | Every Monday at 07:00 local time. |
Channels¶
- Push — system push notifications to the mobile app.
- In-app — the notification bell on the web portal and the notifications screen on mobile.
- Email — from
noreply@sm-tm.app.
Disabling notifications¶
- Per-channel: profile → Notifications. You can disable push, email, or in-app independently.
- At OS level (push only): system settings → app notifications → Smart Maintenance Task Manager → off.