This section provides information on setting up the integrations from the ServiceChannel to ESMS and ESMS to Schedule.

Setting up the ServiceChannel Integration in ESMS

Obtaining the ServiceChannel Client ID and Secret

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1. In Schedule, choose the Menu   ^{_{Image RemovedImage Added}}   icon and then choose General Settings.

2. In ESMS Integrations under Company Options in Schedule Configuration, complete the following fields, as needed: 

   • ClientID/Client Secret: This information is provided to you from KEY2ACT upon request.

   • Polling Frequency: This defaults to 15 minutes.

   • Open Auto Process Window: Set to On to have the Edit Service Call window automatically open when the dispatcher accepts a service request. This window opens on the Schedule tab.

   • Callback URL: This unique URL will need to be provided to KEY2ACT when setting up your integration.

3. Choose Authenticate to verify that your ClientID and Client Secret are correct. 

   Note
   Pop-up blockers will need to be disabled to authenticate your ClientID and Client Secret.

   
   

4. Choose Save.

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1. In Schedule, choose the Menu  _{^{Image RemovedImage Added}}  button in the top left corner next to Scheduling.
2. Choose Administration.
3. Choose the User Roles tab.
4. Choose the User Role.
5. In the Role Permissions section, mark or unmark the Service Request permissions of View, Edit, and/or Delete.
6. Choose Save.

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1. In Signature Agent, on the Home tab, choose the company.
2. Choose Properties.

3. On the Dispatcher Email tab, mark the email address checkbox(es) that the notifications will be sent to. 

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4. Choose OK.

Example of Change Communication Notification

The change communication is sent if the Scheduled Date, Scheduled Time, Priority, and/or NTE amount has changed on the service request. The email lists all three original and current values, regardless of what value may have changed. 

Example of Cancellation Change Communication

If a service request is cancelled through the service aggregator, the service request will no longer display in the Service Request window. The dispatcher distribution group will receive the following notification. If a service call has been created, this will need to be manually updated in Signature.