How to notify customers on agents work orders?

[Sneha KH]

Hi Community,
I wanted to notify customers on tracking work orders. And there are in-built notifications on category field service. So, how to trigger those or how can I configure customer notifications on tracking process of work orders?
Can anyone help me with the steps?

[Sanjay191]

Hi @Sneha KH 
can you please confirm me ?
is there any field that is utilizing for the customers ?
OOB we have assigned_vendor  and company on work orders.
if you are utilizing those fields then you can configure notification when state changes or comment or worknotes changs you can sent the email to tracked the work order.
and also if you want to sent it in real time you need to required the SMTP setup.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.
Thank You

[Sneha KH]

Hello @Sanjay191,
https://www.servicenow.com/docs/r/field-service-management/customer-experience.html
This is the link of video like how i want it to be for customers. And yeah, I am using company field in WO.

[Skylar_Barth]

Hi Sneha,

You can view these docs for more info:

https://www.servicenow.com/docs/r/xanadu/field-service-management/work-order-management/Customer-not...

You need to have the work order contact field.

There are two fields on wo. Contact(contact) and Contact(caller) view the column name, not just the label, to make sure you have the right field populated. Then the rest is standard notification process. It has been recommended to create notifications as you require them, at that point it is about creating notifications on the desired table and setting up your own trigger and templates as per platform.

[Joshua Chen MTL]

@Sneha KH 

• you can find ootb notificatons here
  
  /now/nav/ui/classic/params/target/sysevent_email_action_list.do%3Fsysparm_query%3Dactive%253Dtrue%255Ecategory.nameSTARTSWITHfield%255Ecategory%253Db69d02137f232200ee2e108c3ffa9163%26sysparm_first_row%3D1%26sysparm_view%3D
  
  
• for email
  • make sure you add the account/contact/consumer fields on wot form
  • make sure contact or consumer has email set up
• for sms
  • admin can subscribe  customers to sms by going there  or customer can do from portal settings
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