CRM: Return Order Notifications

CRM: Return Order Notifications

MYOB Acumatica 2024.1.1 introduced the ability to create a return order from the Cases (CR306000) form.

In MYOB Acumatica 2024.1.1, the system also provides the ability to notify support specialists regarding the closure of case-related return orders. Additionally, by using a newly introduced predefined generic inquiry, users can display the list of these return orders and their respective statuses.

Notifications About the Closure of Case-Related Return Orders

In MYOB Acumatica 2024.1.1, to give users the ability to monitor the closure of case-related return orders, new customer relationship management (CRM) Return Order - Note and Return Order - Email business events have been predefined on the Business Events (SM302050) form. By default, the business events are inactive; a system administrator can activate them.

These business events cause the system to generate notifications if the following conditions are met:

• The status of a case-related return order has been changed to Completed.
• The related case is active. That is, the status of the case is New, Open, or Pending Customer.
  Note: A case can be in an active or inactive state, and each state is determined by the case's status. The connection between the case's state and its status is established through the case workflow.

The return order is considered to be case-related if a row on the Relations tab of the Sales Orders (SO301000) form contains a link to the case for which the return order was created, and if the row has the following settings:

• Role: Source
• Type: Case

The following screenshot shows these options selected on the Relations tab for the selected return order. Thus, the return order is related to the listed case.

Figure 1. A case-related return order

The system can generate two types of notifications based on the newly created business events:

• A note: The Return Order - Note business event causes the generation of this type of notification.
• An email: The Return Order - Email business event causes the generation of this type of notification.

A system administrator can modify these business events to meet a company's specific needs. For example, a company can establish a notification policy to either send a single end-of-day notification or refrain from sending a notification if a customer has already received a notification for the same event for another reason than the closure of a case-related return order.

The type of notification that the system generates depends on whether an owner has been assigned to a related case.

If the case has no owner (that is, if the Owner box on the Cases form is empty), the system generates a note notification. That is, it creates an activity of the Note type on the Activity (CR306010) form and adds a row with a link to this activity on the Activities tab of the Cases form, as shown in the following screenshot. When the row with the note is selected, the user can view the entire text of the note at the bottom of the tab (also shown in the screenshot).

Figure 2. The note notification

If an owner has been assigned to the case, the system generates notifications of both types. The note notification is created as described above. The system generates the email notification by creating an activity of the Email type on the Email Activity (CR306015) form. The system sends the email to the owner of the case; it also adds a row with a link to this activity on the Activities tab of the Cases form, as shown in the following screenshot. When the row of the email activity is selected, the text of the email is shown at the bottom of the tab (also shown in the screenshot).

Figure 3. The note and email notifications

If multiple return orders are related to a particular case, the system generates the appropriate notifications for each return order.

The Return Orders Generic Inquiry

In MYOB Acumatica 2024.1.1, users can view a new predefined CR-Return Orders generic inquiry. The new generic inquiry has been created on the Generic Inquiry (SM208000) form.

On the resulting Return Orders (CR306017) inquiry form, the system displays the list of case-related return orders with their statuses, as shown in the following screenshot.

Figure 4. The Return Orders inquiry form