Automated Email for SME

Automated Email for SME has the following features.
- There are Outgoing Emails that are sent when orders and issues are opened, closed or change statuses.
- The Outgoing Email portion can also send meeting requests to your technicians when you schedule them on dispatch.
- Automated email will also take incoming emails from your customers and create orders or issues in SME.
- Replies to outgoing emails can updated the related order or issue in SME

If you purchased Automated Email, the first thing you will need to do is install field scheduler for outgoing and webservices for incoming. Contact support (support@h5sw.com) to get this installed.
Once you have field scheduler and webservices installed, you can now setup the different options described below.

Outgoing Emails for Orders

The outgoing email is always sent from the Admin user email account. Make sure you have this SME users email account setup.
In SME, go to Setup > Users
Search for the Admin user
Click the Email Settings tab and setup the email you want to use.
Admin_EmailSettingsTab.png

Outgoing Email options

Emails can be sent out to the customer when an order is created, when an order is closed, or when an order hits certain order statuses.
To set these options:
In SME, go to Utilities > Utilities > Custom > and open Custom Email Settings (image below)

In the window that opens, you can choose which option you want to trigger an outgoing email. Click Maintain Layouts and choose the option you want, such as Add Order Status Layout, if you want emails to be triggered when orders change order status

Select the trigger you added. In the Value section, if there is a 0 entered, then no email will get triggered. If there is a 1 entered, then the standard email template will be used and the email will get triggered.

Outgoing Email Template for new and closed orders

The outgoing email template for new orders looks like this:


Subject: Order [132527] Order Summary
##Reply above this line##
Open Date/Time:
Tech Assigned:
Date/Time Due:
Priority:
Status:
Reference Number:
SLA Category:
Contact
Contact Phone:
Service Requested:
Service Performed:

If you need to change the email template, contact support (support@h5sw.com)

The outgoing email template for closed orders looks like this:

If you need to change the email template, contact support (support@h5sw.com)

Additional Outgoing Email options (status change emails)

An email can be sent out when an order hits specific order statuses and you can choose who the email is going out to. It can be the customer, the tech on the order, the SME user that took the order, and more.

1. In SME, go to Setup > Company > Lists and locate Order Statuses
2. On the right you will see a list of your existing order statuses or you can click New in lower right and add a new one (image below)

3. Edit an existing status or create a new one and you will see the outgoing email options. (image below)

--User that the order is assigned to (this is the SME user in the Assigned to field.
--User that took the order (this is the SME user in the Taken by field)
--The contact on the order (this is the contact on the site tab)

--All user who are Dispatch / Lead Techs (any user that has Dispatcher checked in TechPortal - In TechPortal click Settings and check Dispatcher as shown in the image below)

--Lead technician on the order (on the order, Rates and Assignments tab > Lead tech)

-- All Technicians with Tasks (any technician with labor scheduled on the order)
--Address List - here you can enter in specific email addresses that will receive the email on that status change.

Outgoing Email Template on Status Change

The standard email that is sent out on order status changes looks like the following:

The same email template will be used for every order status.

If you need to change the template to remove lines or include other fields such as Site Name or Address that can be done. Contact support to request the changes (support@h5sw.com)

Outgoing Emails for Issues

Emails can be sent out to the customer when an issue is created, when an issue is closed, or when an issue hits certain issue statuses. These options are setup in Field Scheduler.
1. Go utilities > utilities > custom > and double click on Custom Email Settings
2. To add outgoing email trigger for Issues, click Maintain Layouts > Add Issue Status Layout
3. Select the Issue Status Email in the Name column. Review what is entered in the Value section. If "0" entered, then no email will be triggered for issue status changes. If "1" is entered, then emails will be triggered using the standard template. If you have a custom email template, then the template will be saved in this section.

Issue Status Change Emails

Emails can also be sent when the issue changes status and you have more options on who the email is being sent to.It can be the customer, the user that took the issue or a specific email address. The status field we are referring to is the Current Status field as shown in image below.

To setup emails for status change:
1. In SME, go to Setup > Company > Lists and locate Issue Status
2. On the right you will see a list of your existing issue statuses or you can click New in lower right and add a new one (image below)

3. Edit and existing status or create a new one and you will see the outgoing email options. (image below)

--User that the issue is assigned to (user in the Assigned To field)
--User that entered the issue (user in the Taken by field)
--The contact on the issue
-- All user who are Dispatch / Lead Techs (this is set in TechPortal by clicking Settings > Dispatcher as shown in the image below)

Outgoing Emails for Purchase Orders

PO Status Change Emails

Automated Outgoing Email can send an email when the PO Status changes.


Subject: Order [###]
##Reply above this line##
Open Date:
Requested By:
Date Due:
Status:
Reference Number:
Contact
Contact Phone:

Setup your Purchase Order Statuses and assign who gets emailed for each status

1. Go to Setup > Company > Lists
2. Select Purchase Order Status
3. Click New or select an existing status and click Edit and the bottom
4. In the Code Editor window (image below) you will see all the options for who will receive the email for that status.

Outgoing Meeting Requests for Labor Scheduled

When you schedule labor for a technician in SME, a meeting request can be sent to your technician with the following information:
Order Number
Customer Name
Site Address
Services Requested.

Your technician can accept the meeting request or rules setup in your email client to automatically accept meeting requests coming from your dispatcher.
If you want meeting requests to be sent, choose which of the following setup option you want:

If you want the meeting request to be sent immediately after scheduling labor, then do the following
Go to Setup > Company > Order and check Auto Publish Dispatch Changes.
- If the labor is rescheduled a meeting request will be sent to the tech with the updated day/time
- If the labor is deleted off the order, a meeting cancellation will go to the tech

Note: If you have Auto Publish set in dispatch, you won't have to check Publish Changes in the Labor Editor ever. All Labor scheduled or changed will automatically send a meeting request. The Publish Changes checkbox will never show as checked because as soon as the labor is saved the email is sent and doesn't sit in a queue.

If you want to schedule labor and then later send out all the meeting requests after your schedule has been finalized, then do the following
Go to Setup > Company > Order and uncheck Auto Publish Dispatch Changes.
Schedule labor and if you want that labor item to trigger a meeting request email, check Publish Changes (image below)

when you are ready to send out all the meeting requests for all labor with Publish Changes checked, click Publish on the dispatch window.

You can also select specific orders on the Today's Labor tab to publish. Click the Publish button for the order as shown in the image below.

With this setting, you can choose which labor items will be sent out as meeting requests by checking the Publish Changes button and you can control when the meeting requests are being sent with the Publish button in dispatch.

Incoming Emails to Order

You can provide your customers with an email address and when they email that address, a service order can be created in SME. The person emailing you must be in SME as a contact for a company. The contact should have the email address. SME will match the email address the email is sent from and create the order for the contact and company for that email.
- The subject line goes to the Order summary
- The body of the email goes to Services Requested
- The company and contact are filled out based on the email address the email came from

The Field Scheduler setting is circled in the image below. You will need to notify High5 Support (support@h5sw.com) of the email address you want your customers to email so we can set it up for you.

Required Fields for creating Orders:
Contact Email
Account Number
If neither of the above are valid no order is written.

Incoming Emails to Issues

You can provide your customers with an email address and when they email that address, an Issue can be created in SME. The person emailing you must be in SME as a contact for a company. The contact should have the email address. SME will match the email address the email is sent from and create the order for the contact and company for that email.
- The subject line of the email goes to the issue summary
- The body of the email goes to the Problem tab
- The company and contact are filled out based on the email address the email came from.
The Field Scheduler setting is circled in the image below. You will need to notify High5 Support (support@h5sw.com) of the email address you want your customers to email so we can set it up for you.

Required Fields for creating Issues:
Contact Email
Account Number

Reply to outgoing email updates order in SME

If you want, you can have SME update the order or issue when a customer replies to one of the Outgoing Emails that is sent to your customer like the email in the image below.

Notice in the email, the outgoing email shows ##Reply above this line## at the top. If the customer replies to the email, the contents of the email will update the Services Requested on the service order or the Problem tab on the issue. Please note that it will replace the current content on the Services Requested and Problem tabs with the email.

If this is something you want to setup, please contact High5 support (support@h5sw.com)