Published at: 2026-09-17

Configure external process notifications

Overview

External process notifications send work order updates and action reminders to recipients outside the current process step. The international edition supports SMS notifications.

You can add an SMS action to a specific process node or manage preset SMS notifications for supported work order events.

Before you begin

Use a Field Service administrator account or an account with permission to configure work order processes.
Identify the record type and process node that must send the notification. Prepare a test work order that can reach that node.
Activate the SMS service, configure an SMS signature and an approved template, and make sure the account has sufficient SMS quota.
For employee recipients, maintain a valid mobile number in Organization Management > Departments and Employees.

Configure an SMS process notification

Open the work order process that you want to configure, and select the node that must send the SMS message.
On the node’s After Completion tab, select Add > SMS Notification.
Configure recipients for the business scenario:
- Select employees in the notification recipient field.
- Select a mobile-number field from a related work order object.
- Enter a fixed external mobile number. Separate multiple numbers with semicolons.
Enter the SMS content and insert work order field variables as needed.
Save the notification, then save and submit the work order process.

The message cannot be sent if the recipient has no valid mobile number, the template is not approved, or the SMS quota is insufficient.

Manage preset SMS notifications

The system can send preset SMS messages for supported events, such as work order submission, service review invitations, or service report generation. Available events depend on your tenant configuration.

Go to Field Service > System Settings > Service Process > Process Notification.
Select SMS Notification, and review the status and template for each event.
Select Edit to change the template. Select Disable to stop sending the preset message for that event.

Review preset SMS notifications for a work order process

Expected results and verification

Use a test work order to trigger the configured process node or preset event.
Confirm that the actual recipient matches the configured employee or mobile number.
Verify that work order variables, such as the work order number and status, show the expected values.
Disable one preset notification and trigger the event again. Confirm that the system no longer sends that message.

Troubleshooting

The SMS message isn’t delivered: Check the recipient’s mobile number, the SMS quota, the signature, and the template approval status.
Work order information is missing from the message: Check the inserted field variables and confirm that the fields contain values when the node runs.
A preset message isn’t sent: Confirm that the event is enabled and that its SMS template is valid.