Modern Integration - Phase 4 | CloudLink Ideas Portal

Modern Integration - Phase 4

Background:

Modern is a communications technology that we want to utilize to maintain two way communication

We started by doing the development to send out SVL communications via Modern as another way to send communications. This has been talked about for long time, will be a good addition to the dealers. The plan is to start with the sending of communications and then expand to two way communications and then quote document approvals

Phase 1 enabled messaging to Modern
Phase 2 enabled the ability to open Modern at the Work Order level from ServiceLink
Phase 3 is the creation of the API.
Phase 4 will enable the UX of viewing the incoming data

Acceptance Criteria:
Manual Communication Changes:

1. Change the width of both the Processed table and Message Window. Reduce the width of the message window.
2. Add a new column: In/Out. This indicates if the message is Incoming or Outbound.
3. If the message is unread by the individual, then it is bolded
4. Once a message is read, then it changes state to unbolded
5. For all Modern messages:
  1. If there is a URL in the message itself, then mark it as a link and make it clickable
  2. If there is a URL in the URL field of the incoming data from Modern, then make the entire message clickable
  *note: Any media that is part of the message will be accessible via the URL of the message. This may be a document, image or video from the customer .
Global Header - Customer Communications alert
The idea of the global Header indicator is to give technicians and managers the ability to see all customer messages they may not have seen.
1. Unread Communications Count. For all technicians, all work orders that they are assigned to, that have new, unread customer communications, the number of unread communications appears here.
2. Clicking the unread communications count the communications tab for the blog communications is displayed

3. Blogs - Communications tab
As a manner of helping technicians keep a track of all communications, a new tab is being introduced within the Blog pop-up.

This tab can be accessed one of 2 ways:
1. By clicking on "Customer Communications" in the global Header
2. When looking at the Blog Tab, which is the tab displayed when you click on the Unread Blogs icon in the global header
From this tab, you can also click on the Blog Tab to view unread blogs
Read Status - Read Customer Communications that are presented are not bolded. Unread communications are bolded. Clicking to view a communication changes the bold state of the communication
Viewing a customer communication - Displays all of the same fields as a blog
1. From - name of sender
2. Date - including time sent
3. Ticket - With the ticket number, clickable to the work order
4. WONO - With the work order number, clickable to the work order
5. Serial number
6. Open Date
7. Customer
8. Message - the full text of the message.
  1. If there is a URL in the message itself, then mark it as a link and make it clickable
  2. If there is a URL in the URL field of the incoming data from Modern, then make the entire message clickable
9. Response text box
10. Review radio button options:
  1. Remove (which removes the message from the customer communications in the global header)
  2. Keep (Which marks the message as read (not bolded) but
    1. is continued to be accessible from the customer communications popup from the global header.
    2. is not counted in the total number of unread communications in the global header
11. Submit button. Clicking this:
  1. Changes the retention status of the message (does it get removed or not)
  2. If a response is created, then an outbound message is sent to modern.