Work Order Notifications

Where do I View Work Order Notifications?

From a work order there are a few different methods for accessing work order notifications:

• Work Order: Phone (link)
• Email Address (link)
• Work Order: Options > Notifications

Below is a detailed explanation of each available option:

Phone (link) or Email Address (link)

From the work order: you can click on the Phone (link) or Email Address (link) to load the Work Order Notifications panel allowing you to view or make edits

Work Order – notification links

Work Order Options

From the work order: Navigate to  and then select Notifications

• The Work Order Notification panel will load on the right-hand side of the screen allowing you to view all notifications that have been associated with the work order

How can I Change What Notifications a Customer Receives?

From a work order, you can access the Work Order Notification panel by clicking on the Phone notification (link), Email Address notification (link), or navigate to  and then select Notifications

The Work Order Notification panel will load on the right-hand side of the screen allowing you to edit notifications that have been associated with the work order

Work Order Notification

From the Work Order Notification panel, you can select/unselect what type of notifications should be sent out to each customer communication device

What do the Different Work Order Notification Types Mean?

Below is a brief explanation of each notification type available from the Work Order Notification panel:

Item	Functionality
Confirmation:	Used to notify a customer once their appointment date/time has been confirmed Checked:  Will send a text or email (depending on communication type) to the customer notifying of their scheduled appointment date and time Unchecked:  No confirmation notification will be sent for the selected customer communication
Travel	Used to notify a customer when a technician is in route (traveling) to their house Checked:  Will send a text or email (depending on communication type) to the customer notifying them that the technician is in route to their house Unchecked:  No travel notification will be sent for the selected customer communication
Receipt	Option is only available for email addresses and is used to send a receipt to the customer Checked:  Will send an email to the customer with a copy of their work order receipt Unchecked:  No email will be sent for the selected customer communication
Mrappliance.com	Indicates if a customer communicate type was added from the MrAppliance.com website. Checked:  Indicates the communication type was added by the MrAppliance.com website Unchecked:  Indicates the communication type was not entered from the MrAppliance.com website

How do I add new Work Order Notification Devices for a Customer?

New work order notification devices must be added through the Customer Communication record and not the Work Order

Add a new Customer Communication

Search for a Customer

From the SmartWare main menu, navigate to Customer and then select Customer Search

• The Customer Search panel will open allowing you to define the search criteria you would like to use to search for a customer
  
  Search
  
  
• In the Search activity, enter a single item or combination of items
• Once you have finished entering all search criteria, you can either press “Enter” key on your keyboard or click the  button
• A list of customers matching your search criteria will be displayed
  
  Search - results grid

Select Customer to Edit

Click (edit) pencil icon next to the customer you would like to add new communications for   The Customer panel will load on the right-hand side of the screen

Add new Customer Communication

From the Customer panel select  (Options) and then select Communication. The Customer Communication Info panel will load

Click the  (plus) button to add a new type of communication (e.g. phone, email) for the customer record

• The Customer Communication Info (edit) panel will load allowing you to add a new communication record for the customer
  
  Customer Communication Info

Below is a brief explanation of each field on the Customer Communication Info (edit) panel:

Item	Functionality
Type:	Determines the communication type that should be associated with the Customer Communication entry (e.g.   email, cell phone, fax)
Info:	Used to record the communication information for the customer. Based off the type selected, the field will change to reflect a phone number or a text field
Ext	Stands for extension and is only available for communication types requiring a phone number.  Allows you to enter in a phone extension that should be used when dialing the phone number
Active	Indicates if the communication type should be considered active or no longer used

Once you have entered in all information click the  ‘Save’ button to save the new Customer communication

The new customer communication entry will now be available from the Work Order > Notifications panel allowing you to select and send notification messages too

How are notifications sent?

The type of notification selected will determine if the notification process is manual or automatic.  Below is a list of each notification type and when it is sent to the customer

Notification Type	Notification Process
Confirmation	(manual) Confirmation Notifications are a manual process and can be sent either for a group of work orders or for a single work order. From Work Order (menu) > Send Confirmation (submenu): From the Send Confirmation panel found from the main menu by selecting Work Orders you wish to send confirmation messages for and then clicking  (Send). For additional instructions see Send Confirmation document From Work Order Notification:  To send confirmation message for a single work order you can do so by navigating to Work Order> Options > Notifications and clicking the  (Send) button. The  (Send) button will only be enabled for work orders where Job Status = Scheduled and Job Date is for today or in the future.
Travel	(automated) Travel notifications are sent out automatically to the customer once a work order is marked as Status: Travel
Receipt	(automated) Receipt notifications are sent out automatically to the customer when the mobile job is synced back to SmartWare (regardless of work order status) This is used to provide the customer with a ‘receipt’ of what the technician did while they were at the customer’s house (regardless of if the work was completed or not) (manual) You may also manually email a receipt to the customer from SmartWare if needed In SmartWare, from a work order: click  (Print) button and then select Email Invoice