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Editing or creating event triggers

The event triggers are automatically created for the company after testing the connection and are based on the CDC table views. These notifications can be enabled or disabled based on the customer's communication requirements. You can send the email notification in Schedule from the appointment window or by right-clicking the appointment and then choosing choosing Notify Customer. Only users with Advanced Communications can with /wiki/spaces/SIGAGENT/pages/8159324 can send out HTML emails.

There 10 default standard triggers that are created during the installation:

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  • Signature Agent Configuration contains  contains the event notification setup.
  • Schedule contains  contains the technician information including the technician/customer email address.

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  1. To view the properties on the triggers, choose an event trigger and then choose Properties.
  2. In the Edit Event window, the the General tab  tab displays the General Settings and Operations.
    • Trigger Name: Indicates that any time a service call is created, this event will be active.
    • Trigger Type: Displays a list of active CDC tables.
    • Event ID: Displays the name of the Event ID.
    • Operations indicates  indicates that any time something deleted, inserted, and/or updated in the CDC table view, the trigger will activate.Depending on the trigger type, additional choices are available in the Operations section.
    • The The Trigger Enabled checkbox  checkbox indicates that the trigger is in use.
  3. The The Trigger Criteria tab  tab is used to set up specific criteria that may need to be met for the trigger to activate.
  4. The The Actions tab  tab displays the action properties. The initial display is what is currently out-of-the-box set up and includes the the Name and  and Action Type. This information is fully editable. Choose Choose New (to create a new Action) or or Edit (to edit an existing Action) to display the Action Properties window.
    • Action name/Type: View or edit the action that happens when the event is triggered.

    • Recipients: If additional recipients need to receive the email, enter the email address values here. (Examples, \[TechnicianEmail\], \[Caller_Email_Address\]. The information used for the values are what have been set up in Signature.

      • Caller email address: Stored in the Service Call window \[Caller_Email_Address\]. If you are using a user-defined field for the email

      • Technician email address: Stored in Schedule Resources window \[R_Email\].

      • Send to Creator: If marked, the creator will receive the email.
    • Subject: Displays what the email subject line will contain.
    • Email Body: Displays what the body of the email displays. Different parameters can be selected by right-clicking , and then choosing currently-available values from the current record or you can choose previously-used values.
  5. Choose Choose Save and  and then choose choose OK.

Creating a new event trigger

  1. To create a new trigger on the the Home view view, choose choose New Trigger Event.
  2. Choose the + button to the right of of Trigger Type and  and then enter the name of the view to add.
  3. Complete the remaining fields/tabs as described in in Viewing/Editing event trigger properties.

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  • Problem Description / Description
  • Problem Type
  • Location Number / Location Id
  • Customer Number
  • Equipment Id / Equipment Tag
  • Technician
  • Reply To / Caller Email Address
  • TypeCallShort / CallType
  • Divisions / Division
Note
  • Some may have alternate labels
  • Attachments can be included and stored
  • These are not case-sensitive
  • Spaces are optional

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  1. In Signature Agent Configuration, choose the Company and then choose Properties.
  2. Update the company information if needed.

If you are using using Advanced Communications, you will want to edit the following company information to display in the HTML email notification

  1. In the Company Properties window, choose the the Advanced Comm tab tab.

  2. Complete the following fields: 

    • Header Logo - Choose : Choose Upload and  and then navigate to the location of your logo and choose OK. The maximum width for the logo is 185 pixels.
    • Footer Logo - Choose : Choose Upload and  and then navigate to the location of your logo and choose OK. The maximum width for the logo is 185 pixels.
    • Accent Color - : Choose the the Accent Color drop drop-down. You can choose between between Custom, Web, or or System tabs  tabs for choosing or entering the color that will display at the top and bottom of the email.
  3. Choose OK.

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Setting up technicians in Schedule

  1. In In Schedule, choose the Menu Menu  icon  icon and then choose choose Administration.
  2. Choose Choose Resource Options.
  3. Choose the resource in the the Resource list list.
  4. Enter the following information to integrate with Signature Agent Configuration:
    • Technician Name (required): The technician name defaults into this field.
    • Position Description: The resource position defaults into this field.
    • Phone: Enter the resource's telephone number.
    • Email address: Enter the company email address(es) that the resource uses.
    • NotificationsMark : Mark if the resource should receive notifications at the email address(es) provided.
    • Inactive: Mark if the resource is currently inactive.
    • Select resource image: This image will display in the email that is sent to customers if you are using using Advanced Communications.
  5. Choose Choose Save.

Examples

Your customer generates an email that is sent to the the accesskey@act@act.key2act.io email address OR to an email address that our user has set up (servicerequest@companyservice@company.com) that forwards the request email to the access key email address.

  1. The customer opens their email program and opens a new message.
  2. The customer enters the:
    • Email address.
    • Email subject (doesn't matter as this isn't stored anywhere)
    • Email body that follows the template as determined by user in the Event Trigger Properties.
  3. The following three fields are all that is needed to generate a service requestemail. Additional fields may be added.
    • Customer Number: Actual customer number in Signature.
    • Location Number: Actual location ID in Signature.
    • Description: Used in service call description.
Note

In Outlook the body text can be added to a Quick Part gallery to quickly insert the information into a new email. The customer would then only have to enter a subject line and the description after inserting the Quick Part.

Simple email

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Depending on the recipient configuration in the Event Trigger Properties, the following may occur:


Email

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with attachment

In addition to the email request, the customer may attach a file to the email message. For example, a picture of the malfunctioning equipment.


Customer calls for service

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and wants notifications