To create a new service order communication for an assignment record, click
on the Service Order Details screen at an assignment level after populating the Service Order Type and Vendor mandatory fields.
The Notes/Communication Detail pop-up window will display using the default email template if one has been designated for the Service Order Type. If there is no default email template for the Service Order Type, the template will only populate once a value is selected for the Email Template field.
Click on this field to show the list of available email templates which is configured on the Service Order Settings screen.
When an email template is used, the merge tags are replaced with data from the merge data source in Address Fields, Subject and/or Body fields. These fields can be edit prior to the email being sent. Note, you can add multiple recipients in the Address Fields (To, Cc, Bcc) using a comma (,) as the separator.
Additional documents can be added by clicking the
. If there are any attached documents to the template, Preview Document(s) will appear below the Documents section and documents can be previewed by clicking the appropriate output name link to open the document.
Click
after making changes. When the email template is ready to be sent, click
Creating new communication with a Vendor Contact
Creating a vendor contact communication is also possible in the Service Order Details screen. Click on
to open the communication window.
On the Note/communication Detail pop-up window, it is possible to choose how that communication is going to be relayed (Communication, Note, Verbal). Each type will proceed with a few configuration differences:
Email - An Email Template must be selected
Note - If this is selected, a warning message will be shown to confirm the selection.
The Email Template will observe the configuration of the Company Service Order Settings and System Service Order Settings. Note, if there are settings defined at Company Level it will override any settings defined at System Level. See How to Manage Service Order Settings here.
The Service Order Settings Default Communication Method will be the default option when creating a new communication.
The Email Template defaulted in the 'Email Templates Available' grid in the Service Order Settings, will only apply when opening the communication pop-up window.
Note - the Vendor Default Communication will override the Service Order Settings in terms of the Default Communication Type.
Things to Note
The Vendor Default Communication will override the Service Order Settings in terms of the Default Communication Type.
Email Templates that use the Advanced Email Template Editor mode are supported for service order communications.