Customer Notifications¶
Overview¶
Dynapro Service Management keeps customers informed at three service milestones — when the order is registered, when resources are allocated, and when the order is finished. It sends the confirmation as an email using a language-aware Word layout, and records which notifications have been sent. It can also create a contact from the service order automatically. Dispatchers and service managers use these features.
Automatic Contact Creation¶
When Create Contact for Customer is enabled in setup, entering a Contact Name on a service order that does not match an existing contact prompts you to create one. The app creates a new person contact under the customer's company and copies the email, phone, and mobile number from the order. This keeps CRM contacts current from service intake.
Sending Milestone Emails¶
Open the service order, and under Print use the Send Status Email group:
| Action | Sends |
|---|---|
| Send Order Reg. Email | Notification that the order has been registered. |
| Send Order Alloc. Email | Notification that order resources have been allocated. |
| Send Order Finished Email | Notification that the order is finished. |
Each email lists the service items and their statuses. After sending, the matching flag is set in the Status Email Options group (Order Registered / Allocated / Finished Notification Sent). If you send again, the app warns "Email has already been sent".
An email is only sent when the customer's Notify Customer field is set to By Email. Otherwise the app reports that customer notification is not by email.
Customer Notification Setup¶
On the Customer, configure how the customer is notified:
| Field | Description |
|---|---|
| Notify Customer | How the customer is notified: No, By Phone 1, By Phone 2, By Fax, or By Email. |
| Allow Edit Customer Notification | Whether the notification setting can be edited on the order. |
| Service Manager E-mail | The service manager email address for the customer. |
Report Layouts per Language¶
The confirmation emails use Word report layouts. The Layout name selection page maps a report usage and language to a custom report layout, so each customer receives the confirmation in the correct language. If no layout exists for the report and language, the app reports that no valid layout exists. Administrators maintain the layouts — see Setup & Permissions.
Quotes and posted invoices also have quick email actions: Send by Email on a service quote, and Email on a posted service invoice.