E-mail/Text


Serviceprotocol.com contains several different ways to send messages to customers – booking confirmation, order confirmation, protocol, messages to and from customers directly in an order, etc. as well as messages within your group.

First we present e-mail functions to your customers, then more internal e-mails and notifications.

General information

If you want to send a message to several people at the same time, write the addresses with a comma between them but without spaces. Example: name.name@mail.com,name2.name@mail.com

Applies to Work Orders

Send e-mail when Ready for invoicing

When you click Ready for invoicing on a work order, you will be asked if you want to send the work order as a pdf to the customer, if you selected “Send work order: Yes” on the contact person for the customer or facility.

This is an example of the e-mail sent.

E-mail sent to person of contact when ready to invoice.
E-mail / SMS (at the bottom of a work order)

These features are available:

E-mail order confirmation

An order confirmation (pdf) is sent to the contact person of the work order. E-mail address can be changed in the popup that opens. The name of the attached file is named after the order number but can be changed if necessary.

The text of the message cannot be changed.

If the recipient is a customer user or user of the system, as in the example, he/she receives a direct link to the order, otherwise only the pdf as an attached file.

E-mail protocol

The function sends a protocol (pdf) of work performed to the contact person for the work order. E-mail address can be changed in the popup that opens. The name of the attached file is named after the order number. You can also choose to change this.

The text of the message cannot be changed.

If the recipient is a customer user or user of the system, as in the example, he/she receives a direct link to the order, otherwise only the pdf as an attached file.

E-mail from template

You can use this function if you want to create slightly longer e-mail message, send a survey, etc. This e-mail function adds a footer with your information.

How to:

  • Log in as admin
  • Go to Module Settings
  • Click Edit email settings – Templates
  • Fill in the subject and the text you want to send. The message can contain code. You can have several different messages. Click + Add a new template to create more templates.

To send:

  • Go to the order you want to send from.
  • Click on E-mail / SMS in the footer and select E-mail with template.
  • If there is a contact person on the work order, this is filled in automatically. Otherwise, enter an e-mail address.
  • Put the cursor in the field for SUBJECT and your template(s) will appear and can be selected.
  • When you have selected your template, the text is filled in automatically. The text of the message can be changed if necessary. Changes to a single mailing do not change your basic settings in your template.

Send messages

Choose this if you want to formulate your own text when sending a message linked to a work order. For example, notification that an ordered product is available for collection. The message can be sent as e-mail and / or text (SMS).

How to:

  • Log in as admin
  • Click Edit Work Order Settings
  • Fill in your text in the field Message when ready for invoicing (at the bottom of the popup).

To send:

  • Open the Work Order you want to send the message from.
  • Click on E-mail / SMS in the footer – select Send message.
  • A popup will appear with your message. You can change the message if needed.
  • Choose how you want to send the massage. Place the cursor in the fields to retrieve the address/mobile number of entered contact persons.
  • Click Send.
Sending booking confirmations

(Applies to both Work Orders, Contact order and Service Orders)

Automatic e-mail function

When you add a booking on a service or work order and save the order, you will be asked: “Do you want to send an email to the contact person with booking confirmation?”

The question only comes up if there is a contact person on the order. Note that only e-mails are sent with this automatic feature, not text (SMS).

Send a booking confirmation

A booking confirmation can be sent by e-mail and/or text (SMS).

You may want to send a new confirmation if the booking changes or if the customer requests it.

Do this:

  • Click on Send booking confirmation under the heading Booked, without opening (Edit) the order. A popup will open with the option to send e-mail and/or text (SMS).
  • Mark the method or methods you want to use for sending the information.
  • Fill in phone number or/and e-mail address.
  • The text is preset but can be changed in the popup.
Message to/from customers via the Comment field on an order

Notifications can also be sent via comments to and from customer users on a work order. Read more about how this works under Work order comments.

Applies to Service Protocol

Protocols are automatically sent to a service order’s contact person if you specified this on the contact person for the customer or facility. In the field for the contact person, select “Send service protocol: Yes”. When you have created a service protocol, you will then be asked if you want to send the protocol.

The text is preset and cannot be changed.

If the recipient is a customer user or user of the system, he receives a direct link to the order, otherwise only the pdf as an attached file.

Change the file name of the protocol (PDF).

Setting to Include machine number in the PDF file name is done like this:

  • Log in as admin
  • Go to Module Settings
  • Click Edit Purchase Order Settings
  • Select Include machine number in PDF file name
Internal E-mails

Work order

Settings for E-mail for items to order etc.

Do this:

  • Log in as admin
  • Go to Module Settings
  • Click Edit Work Order Settings
  • Enter e-mail address

Here you can set the following for work orders:

  • E-mail for items to order
  • E-mail for ordered items
  • E-mail for delivered parts
Service order

Setting for e-mail for items to order.

Do this:

  • Log in as admin
  • Go to Module Settings
  • Click Edit Service Order Settings
  • Enter e-mail address
Purchase order

The default e-mail for sending purchase orders is set as follows:

  • Log in as admin
  • Go to Module Settings
  • Select Edit Purchase Order Settings
  • Enter an e-mail address

Change how notifications are sent within your group

Setting for the Planner: Send notification on booking with remaining time

To set up:

  • Log in as admin
  • Go to Module Settings
  • Edit Planner

Notification of when you have been assigned an order, booked, etc. can be changed for a user by the admin under User permissions or by yourself via your own account settings. Click on your username to access your Account Settings.