Editing Automated Email for SME
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<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>- Replies to outgoing emails can updated the related order or issue in SME | <br>- Replies to outgoing emails can updated the related order or issue 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 and webservices. Contact support (support@h5sw.com) to get this installed. |
<br>Once you have field scheduler and webservices installed, you can now setup the different options described below. | <br>Once you have field scheduler and webservices installed, you can now setup the different options described below. | ||
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<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. |
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+ | <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]] | ||
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<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) | ||
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<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) | ||
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<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]] | ||
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<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) | ||
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== 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> | ||
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<br>-- '''All user who are Dispatch / Lead Techs''' (this is set in TechPortal by clicking Settings > Dispatcher as shown in the image below) | <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]] | ||
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<br>'''If you want the meeting request to be sent immediately after scheduling labor, then do the following''' | <br>'''If you want the meeting request to be sent immediately after scheduling labor, then do the following''' | ||
<br>Go to '''Setup''' > '''Company''' > '''Order''' and check '''Auto Publish Dispatch Changes'''. | <br>Go to '''Setup''' > '''Company''' > '''Order''' and check '''Auto Publish Dispatch Changes'''. | ||
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<br>[[File:AutoPublishDispatchChanges.png]] | <br>[[File:AutoPublishDispatchChanges.png]] | ||
− | <br> | + | <br>If the labor is rescheduled a meeting request will be sent to the tech with the updated day/time |
+ | <br>If the labor is deleted off the order, a meeting cancellation will go to the tech | ||
<br>'''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''' | <br>'''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''' | ||
− | + | <br>Schedule labor and when you are ready to send out all the meeting requests click '''Publish''' on the dispatch window. | |
− | <br>Schedule labor and | ||
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<br>[[File:PublishChanges.png]] | <br>[[File:PublishChanges.png]] | ||
− | <br> | + | <br>If there are individual labor items that you want to send out, you can go to the labor item and check '''Publish Changes''' and the bottom and click OK. The meeting request will be sent for that labor. |
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== Incoming Emails to Order == | == 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. | + | 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. |
<br>- The subject line goes to the Order summary | <br>- The subject line goes to the Order summary | ||
<br>- The body of the email goes to Services Requested | <br>- The body of the email goes to Services Requested | ||
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<br>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. | <br>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. | ||
<br>[[File:IncomingOrdersSetting.png]] | <br>[[File:IncomingOrdersSetting.png]] | ||
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== Incoming Emails to Issues == | == Incoming Emails to Issues == | ||
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<br>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. | <br>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. | ||
<br>[[File:FieldScheduler_IncomingIssue.png]] | <br>[[File:FieldScheduler_IncomingIssue.png]] | ||
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== Reply to outgoing email updates order in SME == | == Reply to outgoing email updates order in SME == | ||
− | If you want, you can have SME update the order | + | If you want, you can have SME update the order when a customer replies to one of the Outgoing Emails that is sent to your customer like the email in the image below. |
<br>[[File:OrderStatusChangeEmailTemplate.png]] | <br>[[File:OrderStatusChangeEmailTemplate.png]] | ||
− | <br>Notice in the email, the outgoing email shows '''##Reply above this line##''' at the top. If the | + | <br>Notice in the email, the outgoing email shows '''##Reply above this line##''' at the top. If the user hits reply on 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. |
<br>If this is something you want to setup, please contact High5 support (support@h5sw.com) | <br>If this is something you want to setup, please contact High5 support (support@h5sw.com) |