Introduction
The Notifications feature allows you to be alerted about changes to job state. This helps you and your team react rapidly to events in the field, improving team efficiency and your levels of customer service.
Fig. 1: Notification that a Scheduled Unassigned job has been created
In addition, you can set rules to ensure you are only notified of events in which you are interested. This prevents you being inundated with irrelevant notifications and allows you to focus only on what matters to you.
Use notifications to speed up common tasks, such as:
Respond to emergency work: Planners can react immediately when emergency jobs are created
IoT Triage: Jobs generated by IoT platform and other 3rd party systems can be tracked and dealt with quickly
Fast issue resolution: Quickly take action on paused jobs, e.g. parts ordering
Reassign/reschedule Declined jobs: Spot declined jobs immediately and take the appropriate action
Infill work: When jobs get completed ahead of schedule, dispatchers will be notified and see the gap so they can assign infill work
Rapid Invoicing: Invoice jobs as soon as they are completed
Notification Events and Rules
Notifications events and rules are configured per user. Your Notification settings apply to you only.
Job Events
There are four job events that can trigger notifications:
Scheduled Unassigned
Paused
Declined
Completed
Fig. 2: Job Event Triggers
Scheduled Unassigned
A notification is displayed when a scheduled unassigned job is detected in the system. An example of a scheduled unassigned job is a job created by a customer service agent to be picked up by a planner or dispatcher for assignment and scheduling. A job which had a job lead assigned, but became unassigned for some reason and returned to the Unassigned Jobs queue, will also trigger a scheduled unassigned notification.
A Scheduled Unassigned event with no additional rules will trigger a notification on all scheduled unassigned jobs.
Paused
A paused job notification is displayed when a job becomes paused. This usually happens when a mobile technician or web user pauses the job using the Pause button. Crew jobs enter the paused state when one member completes while remaining crew members remain scheduled. This scenario will also trigger a paused notification.
A Paused event with no additional rules will trigger a notification on all paused jobs.
Declined
A declined job notification is displayed when a mobile user declines a job in the FieldAware mobile app.
A Scheduled Unassigned event with no additional rules will trigger a notification on all declined jobs.
Completed
A completed notification is displayed when a job is completed. For crew jobs, this means that the notification is triggered on completion by all crew members.
A Completed event with no additional rules will trigger a notification on all completed jobs.
Rules
Rules allow you to to focus only on what matters to you, and to avoid being inundated with irrelevant events.
For example, you may want to be notified when a job is paused due to a missing part. You can do this by setting a rule for notification to be shown when Pause Reason contains “parts required”.
Fig. 3: Setting a “parts required” Pause Reason rule
Rules can be set on the following attributes:
Job/Quote ID
Customer Location
Pause Reason (paused jobs only)
Scheduling Priority (Smart Scheduler businesses only)
Fig. 4: Set rules to customize your notifications
Notifications List
Past notifications can be viewed by clicking the bell icon in the top right of the screen. This will show all past notifications up to 28 days old.
Fig. 5: The Notifications List can be accessed using the bell icon
Notifications can be marked as read individually or all at once. You can also mark a notification as Unread as a reminder to follow up at a later time.
Fig. 6: All Notifications marked as read
Feedback and Enquiries
If you have any feedback or queries about this feature, please contact support@fieldaware.com