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John Cardinal
2022-03-06 20:22:00 +00:00
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docs/8.0/ayanova/docs/customer-notify-subscriptions.md
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@@ -16,7 +16,6 @@ On the other hand if you enable Customers to set up their _own_ notifications vi
We realize not every site can or will want to set up external access for their customers to AyaNova so we provide this feature but we strongly recommend going the Customer self subscribed notifications route instead wherever possible.
## Authorization Roles required
This form is available to User's with the following [roles](ay-biz-admin-roles.md):
@@ -33,7 +32,6 @@ Read only access
- Service technician
- Sales - restricted
## How to access Customer notification subscriptions
Customer notification subscriptions are accessed in the following ways:
@@ -46,35 +44,82 @@ Customer notification subscriptions are stored in a database table at the server
For example if a Customer service request accepted notification is created, when that CSR is set to accepted and saved the notification will be generated and placed in an email notification delivery queue and processed in turn by the server.
### How Customers are selected for notification
Customers are selected for notification by matching the "Customer tags" set with the Tags set on the Customer record. If no "Customer tags" are set then notifications will go to _all_ customers regardless of their tags.
Only Customers who are set to Active and have an email address set will be notified.
### Duplicate or overlapping notifications
You can set up multiple subscriptions for the same event to allow for alternative languages and other settings. Because of this, it is possible to set a combination of settings that results in the same customer being notified more than once of the same event.
For example if you have two notifications set up for the same event but with different language or time zone settings but choose tags in each subscription that end up matching the same Customer, that customer will receive two notifications.
Use distinct and specific Customer notification tags to ensure that the appropriate notification event goes to the correct Customers without overlap. For example "workorder-completed-spanish", "workorder-completed-english" or whatever makes sense for your business but clearly separates the Customers into the appropriate groups for notification.
### Email address
Notifications are sent to the email address that is set in the [Customer](customers.md) record. If no email address is set that Customer is automatically skipped for notification and no error will arise as this is considered a normal situation. To confirm who will get notified make use of the [Who will receive](#who-will-receive) feature.
### Notification events are triggered when...
#### Business object edited
When a new or updated AyaNova core business object is saved or deleted it triggers notification processing.
In other words if you create a new subscription, only objects saved _after_ you created that subscription will trigger notifications to the Customer.
In the case of time delayed notifications they are still created at the moment of saving the object but with a delayed delivery date.
## Notification event types
The following table shows the types of notification events currently available for Customer notification subscription.
| EVENT | DESCRIPTION |
| ------------------------------- | -------------------------------------------------------------------------------------------------------- |
| Work order status change | Any _change_ of Workorder Status including from no status (new) to a _specific_ selected status ID value |
| CSR accepted | Customer service request accepted |
| CSR rejected | Customer service request rejected |
| Quote status change | Any _change_ of Quote Status including from no status (new) to a _specific_ selected status ID value |
| Work order completed | Service work order is set to any status that is flagged as a "Completed" type of status. |
| Customer service reminder | Scheduled service date / time is about to be reached |
| Workorder status age | A Workorder has been sitting at the selected status for longer than the selected time frame |
| Work order created for customer | Customer notification sent when a service type work order is created for them |
## Notification subscription list
The list form shows all the notifications currently created. You can open a subscription to edit it by clicking anywhere on the row.
## Notification subscription edit form
## Notification event tab
This tab contains the settings for the notification subscription itself.
Not all fields listed below are available for all event types, depending on the event type selected you will see different form fields as appropriate to that event.
### Notification event
This is where you select the type of event you are subscribing to. All event types available are listed in the table below.
### Customer tags
This controls _which_ Customers will receive this notification. _All_ tags selected here must be present in the Customer's record to be a match. The Customer can have other, unrelated, tags, but to be a match the Customer _must_ have _all_ the tags selected here.
If no Customer tags are selected here then it is assumed that _all_ customers are the intended recipients of this notification.
### Notify before event
For age and time based events, this is where you set a time duration of how far in advance of the event date you want the customer to be notified.
### Duration
For age based events, this is where you set a time duration of how far *after* an event date you want to be notified.
For age based events, this is where you set a time duration of how far _after_ an event date you want to be notified.
For example if you are creating a subscription to follow up with a customer, "How was our service?" check after a work order is set to a completed status and you want them to be notified 2 weeks after service takes place you would select 14 days here. You can select days hours and minutes as appropriate.
Remember, this setting controls when the customer is notified *past* the actual date of the event whatever that might be.
Remember, this setting controls when the customer is notified _past_ the actual date of the event whatever that might be.
### Status
@@ -86,8 +131,7 @@ Some events are related to monetary or other numeric amounts or thresholds, for
### Report
In the case of an event that can have a report associated with it, you can select a report to be automatically attached to the email notification sent with the event.
In the case of an event that can have a report associated with it, you can select a report to be automatically attached to the email notification sent with the event. The [notification settings tab](#notification-settings-tab) contains settings directly related to how the reports generate.
### Object Tags
@@ -107,62 +151,40 @@ For all other descendants, they will process notifications and filter by tag aga
Changing the work order header tags on an existing work order does not automatically trigger a re-evaluation of descendant notification items. Only when those descendants themselves are edited and saved will the tags be re-assessed. This means that ideally tags should be set _first_ on the work order before any descendant items that might be dependant on certain tags being present.
## Notification events are triggered when...
## Notification settings tab
### Business object edited
This tab contains _required_ settings related to report generation for notifications that have reports attached. Some notification types do not currently have the ability to attach a report, however they will still show these controls for potential future reports that may become available.
When a new or updated AyaNova core business object is saved or deleted it triggers notification processing.
The AyaNova reporting system normally relies on a User's browser and User settings to control which languages, dates, times, currencies are used when generating a report, however in the case of a Customer notification there is no active User requesting the report so the report generator will use these settings when rendering.
In other words if you create a new subscription, only objects saved _after_ you created that subscription will trigger notifications to you.
Each notification subscription can have it's own settings to support cases where there are customers in different regions that require their own language and other locale settings.
In the case of time delayed notifications they are still created at the moment of saving the object but with a delayed delivery date.
By default the values will all be filled in from the currently logged in User's own settings when creating a new subscription.
For example, if you create a subscription to be notified a year after a Customer record is created, the event is created the moment the Customer is created and first saved and stored internally for a year before delivery.
(If that Customer should be deleted before the year is up then that age notification will automatically be deleted)
These settings mirror the same settings in the [User settings](home-user-settings.md) form.
### Something happens at the server
#### Currency code
When an event takes place at the server that triggers events related to server operations. For example when the system backs up automatically.
The Currency Code is a _required_ setting that controls how currency values are displayed. The code must be one of the 3 character alphabetic [ISO 4217 active currency codes](https://wikipedia.org/wiki/ISO_4217#Active_codes).
## General notification type
Some other common currency codes are: "EUR" - Euro, "GBP" - Great British Pound, "CAD" - Canadian dollar, "AUD" - Australian dollar.
The General notification type is a special case, all users are automatically subscribed to In Application delivery of general notifications meaning they will always receive critical system notifications as well as direct notifications from other users **inside the AyaNova application**.
#### 12 hour clock
There are no settings adjustable for in-app General notifications, they are built in, however it is possible to create another general notification with email delivery.
This _required_ setting controls whether times are displayed in 12 hour (AM/PM) format or 24 hour format.
## Notification event types
#### Override browser Language code
The following table shows the types of notification events currently available for subscription.
_Required_ setting to control the Language code used for report generation by default. See [Localization override](ay-start-localization.md) for details.
| EVENT | DESCRIPTION |
| ------------------------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Object deleted | Deletion of core business object of selected type and tags |
| Object created | Creation of core business object of selected type and tags |
| Object modified | Any changes and saving of core business object of selected type and tags |
| Work order status change | Any _change_ of Workorder Status including from no status (new) to a _specific_ selected status ID value |
| Contract expiring | Contract expiration |
| CSR accepted | Customer service request accepted. (intended for Customer users) |
| CSR rejected | Customer service request rejected. (intended for Customer users) |
| Quote status change | Any _change_ of Quote Status including from no status (new) to a _specific_ selected status ID value |
| Object age | Any object, Age (conditional on AgeValue) after creation event of any object of selected specific type and optionally selected tags |
| Reminder imminent | A Reminder is about to reach it's specified start date/time |
| Review imminent | A Review is about to reach it's specified review date/time |
| Scheduled on work order | User is scheduled on (added to) a Work order |
| Scheduled on work order imminent | Scheduled date and time reached for workorder which User is scheduled |
| Work order completed status overdue | Workorder not set to a "Completed" type Status before the selected duration from created date |
| Work order completed | Service work order is set to any status that is flagged as a "Completed" type of status. (Customer / HeadOffice or staff User notification) |
| Outside service overdue | Unit sent for 3rd party service is overdue |
| Outside service received | Unit sent for 3rd party service has been received back |
| Part request received | Part requested via a Workorder has been received |
| Notify health check | Automatic daily "ping" notification to confirm notification and Generator system is active at server |
| Backup status | Result of last automated backup |
| Customer service reminder | Scheduled service date / time is about to be reached. (Customer or HeadOffice type users only) |
| Work order total exceeds threshold | The balance of a Work order has exceeded a threshold and is set to completed status (the "Andy") |
| Workorder status age | A Workorder has been sitting at the selected status for longer than the selected time frame |
| Unit warranty expiry | A Unit's warranty expiration date is reached |
| Unit meter reading multiple exceeded | A meter reading entry has a difference from the last reading by the selected amount (negative OR positive to cover count _down_ meters or rollover / reset meters, can tag filter by Unit tag) |
| General notification | Any general notification including direct text notifications between users (built in but provided for email alternative delivery) |
| Server operations problem | Any timely and serious issue related to internal AyaNova Server operations requiring attention |
| Quote status age | A Quote has been sitting at the selected status for longer than the selected time frame |
| Copy of customer notification | Copy of any notification sent to Customer for AyaNova User. Filterable by Customer Tag |
| Work order created for customer | Customer notification sent when a service type work order is created for them (or if HeadOffice Contact user, one of their Customers) |
#### Override browser Time Zone
_Required_ setting to set the Time zone used for report generation date and times. See [Localization override](ay-start-localization.md) for details.
### Menu options
In addition to the [common edit form menu options](ay-start-edit-forms.md#common-edit-form-menu-options) the Customer notification subscription edit form also has these options:
#### Who will be notified
This menu option will list all Customers who will be potentially notified based on the current subscription