Editing Automated Email for SME
Jump to navigation
Jump to search
Warning: You are not logged in. Your IP address will be publicly visible if you make any edits. If you log in or create an account, your edits will be attributed to your username, along with other benefits.
The edit can be undone. Please check the comparison below to verify that this is what you want to do, and then save the changes below to finish undoing the edit.
Latest revision | Your text | ||
Line 1: | Line 1: | ||
− | Automated Email for SME has | + | Automated Email for SME has a few parts. |
<br>- There are Outgoing Emails that are sent when orders and issues are opened, closed or change statuses. | <br>- There are Outgoing Emails that are sent when orders and issues are opened, closed or change statuses. | ||
<br>- The Outgoing Email portion can also send meeting requests to your technicians when you schedule them on dispatch. | <br>- The Outgoing Email portion can also send meeting requests to your technicians when you schedule them on dispatch. | ||
− | <br>- Automated email will | + | <br>- Automated email also will take incoming emails from your customers and create orders or issues in SME. |
− | |||
− | <br>If you purchased Automated Email, the first thing you will need to do is install field scheduler | + | <br>If you purchased Automated Email, the first thing you will need to do is install field scheduler. Contact support (support@h5sw.com) to get this installed. |
− | <br>Once you have field scheduler | + | <br>Once you have field scheduler installed, you can now setup the different options described below. |
Line 13: | Line 12: | ||
<br>In SME, go to '''Setup''' > '''Users''' | <br>In SME, go to '''Setup''' > '''Users''' | ||
<br>Search for the Admin user | <br>Search for the Admin user | ||
− | <br>Click the '''Email Settings''' tab and setup the email you want to | + | <br>Click the '''Email Settings''' tab and setup the email you want to user. |
<br>Admin_EmailSettingsTab.png | <br>Admin_EmailSettingsTab.png | ||
− | <h3>Outgoing Email options</h3> | + | <h3>Outgoing Email options to customers</h3> |
− | 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. | + | 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. These options are setup in Field Scheduler and in the order statuses in SME. |
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
+ | <br>Go to your SME folder (right click on shortcut on your desktop and select '''open file location''' | ||
+ | <br>Open''' Field Scheduler Install''' | ||
+ | <br>Locate the following options and check the one you want (circled in image below): | ||
+ | <br>- Outgoing Email on New Order - email will be sent to the customer on the order when the order is created. | ||
+ | <br>- Outgoing Email on Order Close - email will be sent to the customer on the order when heir order is closed. | ||
+ | <br>[[File:FieldSchedulerInstall_OrderOptions.png]] | ||
<h3>Outgoing Email Template for new and closed orders</h3> | <h3>Outgoing Email Template for new and closed orders</h3> | ||
<br> The outgoing email template for new orders looks like this: | <br> The outgoing email template for new orders looks like this: | ||
<br>[[File:OutgoingEmailOnOpenOrder.png]] | <br>[[File:OutgoingEmailOnOpenOrder.png]] | ||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
<br> If you need to change the email template, contact support (support@h5sw.com) | <br> If you need to change the email template, contact support (support@h5sw.com) | ||
Line 62: | Line 45: | ||
<br>--'''User that took the order''' (this is the SME user in the Taken by field) | <br>--'''User that took the order''' (this is the SME user in the Taken by field) | ||
<br>--'''The contact on the order''' (this is the contact on the site tab) | <br>--'''The contact on the order''' (this is the contact on the site tab) | ||
− | |||
<br>--'''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) | <br>--'''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) | ||
<br>[[File:TechPortal_Dispatcher.png]] | <br>[[File:TechPortal_Dispatcher.png]] | ||
Line 76: | Line 58: | ||
<br>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) | <br>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 == | == 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. | 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. | ||
− | <br>1. Go | + | <br>1. Go to your SME folder (right click on shortcut on your desktop and select “open file location” |
− | <br> | + | <br>2.Open Field Scheduler Install |
− | + | <br>3.Locate the following options and check the one you want (circled in image below): | |
− | <br>[[File: | + | <br>- '''Outgoing Email on Issue Tech''' - Emails tech in the Assigned to field on new issues created AND if the tech has changed. |
− | + | <br>- '''Outgoing Email on New Issue''' - Send emails to customer when a new issue is opened for them | |
+ | <br>- '''Outgoing Email on Issue Close''' - Send email to customer when their issue is closed | ||
+ | <br>[[File:OutgoingIssueInFieldScheudler.png]] | ||
<h3>Issue Status Change Emails</h3> | <h3>Issue Status Change Emails</h3> | ||
− | <br> 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. | + | <br> Emails can also be sent when the issue changes issue 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. |
− | |||
− | + | <br>1. In SME, go to Setup > Company > Lists and locate Issue Status | |
− | <br>1. In SME, go to | + | <br>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) |
− | <br>2. On the right you will see a list of your existing issue statuses or you can click | ||
<br>[[File:SetupListsIssueStatus.png]] | <br>[[File:SetupListsIssueStatus.png]] | ||
<br>3. Edit and existing status or create a new one and you will see the outgoing email options. (image below) | <br>3. Edit and existing status or create a new one and you will see the outgoing email options. (image below) | ||
<br>[[File:IssueStatusOptions.png]] | <br>[[File:IssueStatusOptions.png]] | ||
− | <br>-- | + | <br>--User that the issue is assigned to (user in the Assigned To field) |
− | <br>-- | + | <br>--User that entered the issue (user in the Taken by field) |
− | <br>-- | + | <br>--The contact on the issue |
− | <br>-- | + | <br>-- All user who are Dispatch / Lead Techs (this is set in TechPortal by clicking Settings > Dispatcher as shown in the image below) |
<br>[[File:TechPortal_Dispatcher.png]] | <br>[[File:TechPortal_Dispatcher.png]] | ||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− |