Issue/Symptom/Question

Is there a way to force a Service Technician to send an email when he completes a ticket on the device?

Applies To

Mobile Field Service (MFS) 22.1

Service Management

PENTA (PFW) 22.1

Resolution/Fix/Answer

There is no way to force a technician to send an email when completing a ticket on the device. However, PENTA and MFS version 22.1 and up can be configured to provide a message to Technicians stating the Summary of Work email will not be sent. Technicians will then have the options of continue with submitting the ticker or going back and selecting that an email be sent. To do this:

1. Open the Mobile Field Service - Configuration screen in PENTA for windows.
2. In the General tab check the 'Provide popup message when "Send an email of the summary" field is marked as no' checkbox. 
3. Close the screen or change tabs to commit the change.

Now whenever a Technician attempts to submit a ticket in the MFS app and the 'Send an email of this summary?' slider is not selected they will receive a message asking them if they want to continue. If the technician selects 'Yes' the ticket will be submitted and no email will be sent. If the technician selects 'No' the ticket is not submitted and they will be on the Customer Confirmation tab where they can select the 'Send an email of this summary?' slider.

NOTE: After making this change in the Mobile Field Service - Configuration screen MFS users must do a swipe off on the app to pick up the change. Have the technician double tap the home button and swipe the MFS app up to close it. When the technician selects the MFS app again it will do a full sync when opening.