Control which staff members receive notifications when new records requests come in, and understand what notifications requesters receive automatically.
Staff Notifications
Who gets notified
By default, no one is notified of new requests. You need to configure this.
Go to Settings > Services.
Find your Records Requests service and click to edit.
Under Notifications, add the email addresses of staff who should receive alerts for incoming requests.
Click Save.
What triggers a notification
Staff receive an email notification when:
A new request is submitted through the public portal
A new request is created from a forwarded email
Start with your records supervisor or a small group. You can always add more people later. Too many notifications to too many people leads to the "someone else will handle it" problem.
Requester Notifications
Requesters receive automatic emails at key points in the process:
Event | Portal submissions | Email-forwarded requests |
Request received | Yes (auto) | No |
Records released | Yes (magic link) | Yes (magic link) |
Portal submissions trigger an automatic acknowledgment email. Email-forwarded requests do not get an acknowledgment. Both channels receive the magic link email when records are released.
For more about the requester experience, see Communicating with Requesters.