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Notifications

 

The Notifications functionality is used to send appointment reminder letters and/or SMS texts to tenants. These Notifications are triggered to be sent when an appointment is made on a job. Additional Notifications can also be sent as the appointment date approaches, e.g. an SMS text the day before an appointment.

Notifications are triggered by either an Appointment or a Job process. They will only be sent if the Priority against the job and either the Work Type or Workflow, meet the correct criteria. Notifications can be sent automatically or manually by a User.

The following parameters need to be configured correctly for notifications to work (the sections below provide the details of these parameters):

Notifications
Notification Groups
Work Flow or Work Type
Notifications and Priorities

Notifications

Letters and SMS Texts are configured in Notification Admin, with small differences in the configuration for each.

Adding a new Letter notification

  1. Select the Cog icon to open the Admin menu.
  2. Select Notifications from the Other menu.



  3. If you have already created a Notification it will be displayed in the list view.



  4. Click the + icon to create a new Notification.




  5. Fill in the New Notification details as follows:
  • Name - Descriptive name for Notification.

  • Recipient - Determines to whom the Notification will be sent.

0 = Tenant – the Notification will be sent to the contact of the job.

1 = Supplier – the Notification will be sent to the supplier of the job. 

NOTE: If the Appointment was made for a Resource of a different supplier without re-assigning the supplier on the job, the Notification would still be sent to the original supplier on the job.

2 = Resource – the Notification will be sent to the Resource of the Appointment. In this case, this would happen even if the Resource was from a different supplier than shown on the job.

  • Retry Attempts - Number of attempts the Letter will try to send before being aborted (normally set to 3). If it fails on all attempts a failure event will be logged in the Job History tab. If it succeeds, an event will be displayed in the Job History.

  • Type - Select ‘Letter’.

  • Legacy Document Template - Select the letter template from the drop down menu.

NOTE: Your Oneserve representative will need to create the letter templates. To set this up please create a support ticket with the Oneserve Service Desk. You will need to fill out the Work Request Form and attach this to the ticket with some example letter templates.

6. Click Create. 

Adding a new SMS notification

  1. Select the Cog icon to open the Admin menu.
  2. Select Notifications from the Other menu.
  3. If you have already created a Notification it will be displayed in the list view.
  4. Click on the + icon to create a new Notification.
  5. Fill in the New Notification details as shown below:



  • Name - Descriptive name for Notification.
  • Recipient - Determines to whom the Notification will be sent.

0 = Tenant – the Notification will be sent to the contact of the job
1 = Supplier – the Notification will be sent to the supplier of the job.

NOTE: If the appointment was made for a Resource of a different supplier without re-assigning the supplier on the job, the notification would still be sent to the original supplier on the job.

2 = Resource – the Notification will be sent to the Resource of the Appointment. In this case, this would happen even if the Resource was from a different supplier than shown on the job.

  • Retry Attempts - Number of attempts the SMS will try to send before being aborted (normally set to 3). If it fails on all attempts a failure event will be logged in the Job History tab. If it succeeds an event will be displayed in the Job History detailing the message content.

  • Type - Select ‘SMS’.

  • SMS Text - Text for the SMS Message. This text field will contain letter tags that retrieve specific details for that job from the database and place it in the required position of the SMS text. The letter tags that are available to be used in a notification template can be found here: SMS Tags

Note: The maximum for a single SMS message is 160 characters. This includes punctuation and spaces, thereafter messages are billed in 153 character segments. 

  • Validity Period - The amount of time a receiving party can respond to an automated SMS.

  • Allow Multiple Responses - If using two way SMS this will need to be set to ON.

  • Response Job Event Types - Set which response (0-9) links to which event on the job. These Job events will need to be created by Oneserve.

6. Click Create.

You now need to add the notification to a notification group


Notification Groups

Notifications have to be added to a Notification Group, which are then assigned to either a Work Type or a workflow. A Notification Group holds a single or multiple notifications which can be configured so that Oneserve sends notifications simultaneously e.g. SMS and email at the same time, or in sequence e.g. letter sent when appointment is made, SMS sent day before appointment


Adding a new notification Group

  1. Select the Cog icon to open the Admin menu
  2. Select Notification Groups link from under the Other menu section



  3. If you have already created a Notification Group it will be displayed in the list view.



  4. Click on [Create new notification group] 
  5. Enter a name for the new notification group



  6. Click Save.
  7. Choose the new notification from the drop down list and click Add Notification.

  8. To edit the Notification settings click the pencil icon.
  9. Set the following fields to control when the Notification will be sent:
  • Sequence - The sequence number for the specific notification, e.g. if a letter is sent first, email second and SMS third, then this sequence is specified against each notification in this field.
  • Trigger - This controls when the Notification will be queued/sent
  • After Previous - Notification is to be sent in sequence after the previous Notification in the group.
  • Before Job Start - The Notifications will be sent before the appointment start date (App start date – Trigger = Sent/Queue Letter).

  • Auto Queue - Determines whether this Notification is queued automatically or queued by the user.

10. Click the Green Tick to Submit.
11. More Notifications can be added to a group by selecting one from the drop list at the bottom and clicking the Add Notification button.

Delete Notification Group

  1. Select the Cog icon to open the Admin menu.
  2. Select Notification Groups from the Other menu.
  3. To delete click the bin icon next to the Notification group. 

Note: An existing Notification group can only be deleted if it has been removed from all Work Types and Processes.


Delete Notification

  1. Select the Cog icon to open the Admin menu.
  2. Select Notifications from the Other menu.
  3. Select the Notification to delete and click the bin icon. 

Note: An existing Notification can only be deleted if it has been removed from all Notification Groups.

 

Work Flow or Work Type


Set a Notification Group to a workflow

A notification group can be configured against a step in the workflow so that the notification will be queued and sent when a job reaches a certain step. The notification group should not be configured against the work type if the intention is to send it on the workflow. 

 

Set a Notification Group to a work type

A notification group can be configured against a work type so that the notification group will be used when an appointment is made on a job of that particular work type. The notification group should not be configured against a workflow if the intention is to send it for jobs of certain work type. Only one notification group can be configured against a work type.

  1. Select the Cog icon to open the Admin menu
  2. Select Work Types link from under the Jobs menu section
  3. Click on the work type to edit
  4. On the Work Type details tab Click [Edit]
  5. Select the correct Notification Group from the Notification Group drop down menu



  6. Send Appointment Letter Tick used to configure whether the notification tick box on the scheduler will be ticked by default or not when an appointment is made. If this parameter is set to false (unticked) the user will need to tick the Notification box on the scheduler when they want to send a notification for the appointment that is being scheduled.



  7. Click Save


Notifications and Priorities

Priorities have a parameter to indicate whether an Appointment Notification is required. To set a Priority:

  1. Select the Cog icon to open the Admin menu.
  2. Select Priorities from the Jobs menu.
  3. Click on the Priority to edit.

  4. For a notification to be sent the Appointment Notification Required button needs to be set to On.



  5. Click Save.
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