Zoho FSM | Email Customers the Attachments in Service Appointment Notes

Email Customers the Attachments in Service Appointment Notes

Usecase: On service appointment completion, email the attachments in service appointment notes to the customer.
Follow the steps below to implement this usecase:

Step 1: Create a connection for Zoho FSM  

To use the FSM APIs via the invokeURL task in the custom function, you need to create a connection for FSM. To do so:
  1. Navigate to Setup > Developer Space > Connections and under Custom Services, click Create Service.

  2. Enter the following details and click Create Service.
    1. Service Name: ZFSM
      The Service Link Name will be automatically populated.
    2. Authentication Type: OAuth2
    3. Parameter Type: Header
    4. Grant Type: Authorization Code
    5. Generated Client ID, Client Secret
    6. Authorize URL: https://accounts.zoho.com/oauth/v2/auth?access_type=offline&prompt=consent
    7. Access Token URL: https://accounts.zoho.com/oauth/v2/token
    8. Refresh Token URL: https://accounts.zoho.com/oauth/v2/token
    9. Scope: ZohoFSM.files.READ
    10. Provide a Scope Display Name.

  3. Click Create Connection.

  4. Perform the following and click Create And Connect:
    1. Connection Name: ZFSM
      The Connection Link Name will be populated automatically.
    2. Select the Scopes ZohoFSM.files.READ

  5. Click Connect.

  6. Click Accept.

In the custom function, where the FSM API is used via the invokeURL task, use this Connection Link Name.

Step 2: Create a custom function

Create a custom function that will email the attachments in service appointment notes to the customer.
  1. Navigate to Setup > Automation > Functions and click Create Function.
  2. Enter the following details and click Save:
    1. Function Name: SendAttachments
    2. Module: Service Appointments
    3. In the Deluge Script Editor, enter the following script:
id = service_appointment.get("id");
contactId = service_appointment.get("Contact").get("id");
contactResp = zoho.fsm.getRecordById("Contacts",contactId);
email = contactResp.get("data").toMap().get("Email");
related_resp = zoho.fsm.getRelatedRecords("Notes","Service_Appointments",id);
 info "No notes added !!!";
 related_resp_list = related_resp.get("data").toList();
 for each each_related_resp in related_resp_list
 each_related_resp_map = each_related_resp.toMap();
 attachmentsResp = each_related_resp_map.get("$attachments");
  info "No attachment present in the Note !!!";
  attachments_list = each_related_resp_map.get("$attachments").toList();
 for each  attachment in attachments_list
  file_id = attachment.get("$file_id");
  fileResp = invokeurl
   type :GET
   from :zoho.adminuserid
   to :email
   subject :"Zoho FSM Notes Attachments"
   message :"Please find attached the files in service appointment Notes."
   Attachments :file:fileResp

Step 3: Create a workflow rule  

Create a workflow rule in Zoho FSM to automatically email the attachments in service appointment notes to the customer on service appointment completion.
  1. Go to Setup > Automation > Workflow Rules and click Create Workflow.
  2. Enter the following details, then click Next:
    1. Module: Service Appointments
    2. Rule Name: Send Attachments
    3. Description: On service appointment completion, email the attachments in service appointment notes to the customer.

  3. Select the rule trigger as Edited and click Next. Select the checkbox Repeat this workflow whenever a Service Appointment is edited.

  4. Select the rule criteria as Only to the Service Appointment matching certain conditions and add the condition Status is Completed. Click Next.

  5. Click +Action and select Function.

  6. Select Existing Functions and click Next.

  7. Select the custom function created in the previous step.

  8. Click Save.

Testing the usecase    

  1. Create a Service Appointment.
  2. Add Notes with attachments to the service appointment.
  3. Click Complete Work for the service appointment.

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