This section provides information on setting up the integrations from the ServiceChannel to ESMS and ESMS to Schedule.
If you do not see the ESMS integration area in Schedule settings, please contact our operations team to request a new product registration key.
Setting up the ServiceChannel Integration in ESMS
Obtaining the ServiceChannel Client ID and Secret
Setting up ESMS Integration in Schedule
ESMS integration setup options
In Schedule, the ServiceChannel integration setup options are enabled if the service aggregator feature has been registered.
- In Schedule, choose the Menu
icon and then choose General Settings. 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 WennSoft 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 WennSoft when setting up your integration.
Choose Authenticate to verify that your ClientID and Client Secret are correct.
Pop-up blockers will need to be disabled to authenticate your ClientID and Client Secret.
- Choose Save.
Adding user role service request permissions
Only users with the permission to view service requests will be able to see the Service Request tab accessed from the Customer Hub.
- In Schedule, choose the Menu button in the top left corner next to Scheduling.
- Choose Administration.
- Choose the User Roles tab.
- Choose the User Role.
- In the Role Permissions section, mark or unmark the Service Request permissions of View, Edit, and/or Delete.
- Choose Save.
Designating dispatcher notification email addresses in Signature Agent
When working with service requests that are generated from ServiceChannel, there may be instances that the service request is updated on the ServiceChannel side that also updates the service request. The notifications are emailed to the Dispatcher Email Address(es) that were marked in Signature Agent.
In Schedule, there are two occasions when emails will be sent to the dispatcher email group:
- Change notification: If the scheduled date, scheduled time, priority, and/or NTE amount has changed.
- Cancellation notification: The service request was cancelled.
To designate the email address(es) to receive the notifications:
- In Signature Agent, on the Home tab, choose the company.
- Choose Properties.
On the Dispatcher Email tab, mark the email address checkbox(es) that the notifications will be sent to.
- 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.
