Email Response Codes

An email response code is a configurable code that allows users to update work requests via email or text message. They are most often used to change status, add comments, reassign, or add labor records to work orders through a mobile device. For example, responding to a work order email with the OK response code could trigger the system to change the work order status to Open and add a “Received, OK” comment.

Note:

To view an informational video that shows you, step-by-step, how to set up email response codes, Click Here and enter the password Facility742.

To open the Email Response Codes page:

  1. Open the Administration Menu page.

  2. Under the LOGBOOK ADMIN heading, click Email Response Codes.

ClosedAdd an Email Response Code

To add an email response code:

  1. If you want the email response code to apply only to a particular property, click the Select Property link and select a property.

    If you do not select a property, the email response code will be created as a default email response code that applies to all properties.

  2. In the Email Response Code field, enter a value for the response code.

    This is the value that users will enter in an email or text message to use the response code. When entering a value, follow these guidelines:

    • Keep the code short but intuitive (for example, WIP for Work In Progress)
    • Avoid special characters that are hard to find on mobile device keypads
    • Avoid making codes too similar to one another (for example, CC1 and CC2)
    • Avoid using common words so that standard email won't be interpreted as a response code (or preface the word with a special character, for example #start)

  1. In the Status field, select a value to change the work order status to when this response code is received.

  2. Click ADD

ClosedEdit an Email Response Code

To edit an email response code:

  1. Locate the email response code to edit.

    You can edit a default email response code or click the Select Property link to edit an email response code that is associated with a particular property.

  2. To change the display order, enter a value in the Priority Order field.

    This field designates the order in which codes are listed on the Email Response Codes page, where lower numbered codes are listed at the top.

  3. To change the code itself, enter a new value in the Response field.

  4. To change the work order status, select a new value from the Status field.

  5. To change the value added to the work order when the response code is received, enter a value in the Response Text field.

  6. To cause the request to be reassigned when the response code is received, select Yes in the Reassign? field and then select a name in the Assigned To field.

    If you select Yes and do not select a name, the Assigned To value defaults to the MINE function, allowing the request to be reassigned to a pool of users. For more information, see The MINE Function.

  7. Click UPDATE.

    You can edit multiple response codes and save changes to all of them at the same time.

ClosedDelete an Email Response Code

To delete an email response code:

  1. Locate the email response code to delete.

    You can delete a default email response code or click the Select Property link to delete an email response code that is associated with a particular property.

  2. Click the DEL button to the right of the code you want to delete.

    A dialog box opens asking you to confirm your choice.

  3. Click OK.

ClosedExport All

A list of the defined email response codes can be exported to an Excel spreadsheet. This is useful to create a "cheat sheet" that can be carried by engineers in the field to remind them of the defined email response codes and their meanings. Once exported, rows and columns can be edited or deleted from the spreadsheet.

To export email response codes, follow this step:

  • Click the Export All link above the list of defined codes.

ClosedThe MINE Function

The MINE function allows a group of users to be notified of a new work request. When one user in the group responds to the request by email or text message, the work order is assigned to that user and the rest of the group is notified that the work order has been assigned. This function is particularly useful when working with a distributed workforce with multiple responsibilities. It allows work to be taken on by any user on the team who is available or in close proximity to a work site, saving both time and money.

For the MINE function to operate properly, a MINE email group must be created. This email group must contain a group user, and all email addresses in the group must be unique. For more information, see Email Groups.

You can add the MINE function as an email response code. When a user replies to an email with MINE, the work order is assigned to him or her, and all other users in the group are notified.

Add the MINE Function as an Email Response Code

To add the MINE function as a email response code:

  1. In the Email Response Code field, enter MINE.

  2. Click ADD.

    MINE is added to the list of response codes.

You can also use the MINE function as the assignment value for any email response code. This allows any email response code to trigger the MINE function. For example, if you create an OMW (On My Way) email response code, entering that code will perform all the updates associated with OMW, as well as triggering MINE to allow someone in the group to claim the work order.

Associate the MINE Function with and Existing an Email Response Code

To associate the MINE function with an existing email response code:

  1. Locate the email response code that you want to assign the MINE function to.

  2. In the Reassign? field, select Yes.

  3. Leave the Assigned To value empty.

    It there is currently a value in the field, select the empty value at the top of the list.

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