Slack Integration

Source: This article refers to Slack Integration




Background

Slack brings all your communication together in one place. It’s real-time messaging, archiving and search for modern teams. By integrating with Slack, Coresystems Field Service Mobile Android and iOS users will be able to leverage Slack’s chat capabilities to complement their existing team communications toolset in order to communicate with colleagues to solve difficult problems or provide critical status updates.

Supported Applications

Application Supported Release
Android Yes 5.30
iOS Yes 5.50
Windows No  

First Things First

In order to use Slack channels for internal communication, you must complete the following:

1. Enable Slack Setting
In order to use the Slack-based chat capabilities in the Android/iOS application, you must first set the CoreSystemsMFS.IsSlackAccount to TRUE.
2. Download Slack for Android/iOS
If you haven't already, you will then need to download the Slack app for Android from the Google Play store or for iOS from the Apple App store.
3. Authorize Application
You will then need to authorize the application in order to create and join channels and conversations from the Field Servie Mobile application.

1. Enable IsSlackAccount Setting

The first step is to update the company settings to enable the Slack chat capabilities. This is accomplished as follows:

  1. Navigate to Admin > Companies from Coresystems Field Service Management.
  2. Select the company for which you would like to enable the Slack integration.
  3. Navigate to the Settings tab.
  4. Search for and select theCoreSystemsMFS.IsSlackAccount setting.
  5. Select EDIT.



  6. Set the setting Value to TRUE and select Update.



  7. Synchronize the changes to the mobile application.

The Slack chat capabilities will now be enabled for the company.


2. Download Slack App for Android/iOS

You will then need to download the Slack mobile application for Android by completing the following:

  1. Enter “Slack” in the Google Play Store search bar.
  2. Select Install.

Conversely, if using iOS you can download the Slack mobile application for iOS by completing the following:

  1. Search for Slack in the Apple App Store.
  2. Select Install.

3. Authenticate Slack in Mobile Application

You will then need to authenticate the Slack account and authorize it for use in the Field Service Mobile Application by completing the following:

  1. Open the Field Service Mobile application and select the Contacts module.
  2. Select the options menu from the Contact header.
  3. Select the Chat option.

  4. The application will then open a browser and will redirect to an embedded browser dialogue. This is done in order to receive a bearer token and is only required for first-time authentication.
  5. After entering your Slack account and company details, the application will prompt you to authorize the application:

  6. Select Authorize
  7. You will then be prompted to re-enter your Slack account and company information again in the mobile appliation.

You will now be able to use the Slack chat feature.

Note: If you manually log out of Slack, you will be required to re-enter credentials when selecting the Chat option from Contacts and/or Activities.

Channels vs Conversations

The following is a brief description of how conversations are created and reopened from Contacts and Employees, and how channels are created and joined from Activities:


Activity

Create Channel
When Slack channels are created from an Activity, the channel will take the name of the Service Call Code field (example: 204).
Join Channel
As the Service Call Code is unique to a Service Call, and multiple activities can be associated with a Service Call, when the Chat option is selected from the Activities module, it will rejoin a channel with the name of the Service Call Code if it has already been created.

Contact

Create Conversation
Slack-based conversations can be created from the Contacts module when the following conditions are met:

  • The contact’s email address is the same email address associated with the Slack account.
The application will then create a conversation between you and the contact.
Reopen Conversation
If a conversation has already been initiated between you and the contact, it will be reopened when selecting the Chat option from Contacts module.

Employee

Create Conversation
Slack-based conversations can be created from the Employees module when the following conditions are met:

  • The employee's email address is the same email address associated with the Slack account.
The application will then create a conversation between you and the employee.
Reopen Conversation
If a conversation has already been initiated between you and the employee, it will be reopened when selecting the Chat option from Employee module.

Creating/Reopening Conversation

Conversations can be created and reopened from Contacts or Employees in the Field Service Mobile application by completing the following:

Note Please note that all prerequisites must be met in order create or reopen a Slack conversation from Contacts/Employees.
  1. Open the Field Service Mobile application and select the Contacts/Employees Module.
  2. Search for the contact/employee with whom you would like to open up a Slack-based chat dialogue.
  3. Select the options menu from the Contacts/Employees header.
  4. Select the Chat option.


The application will then create a Slack conversation with the contact. If a conversation has been created between you and the contact, it will be rejoined when these steps are repeated.


Creating/Joining Channel from an Activity

Channels can be created or joined from Activities in the Field Service Mobile application by completing the following:

Note Please note that all prerequisites must be met in order create or join a Slack channel from Activities.
  1. Open the Field Service Mobile application and select an Activity.
  2. Select the options menu from the Activity header.
  3. Select the Chat option.


The application will then create a Slack channel using the name of value of the Service call code field. This Channel can be rejoined from the same Activity, or from any other Activity that is linked to the same service call.




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