Service Channel Integration | BuildOps Help Center

Setting up the Service Channel Integration is minimal and straightforward.

First, BuildOps will enable the integration in your account.
Your Customer Success Manager will provide you with a product name and call number.
Next, follow the directions in the next section to connect Service Channel & BuildOps.

Once Service Channel is connected, a designated user will receive an email with a Service Channel work order.

If the user clicks ‘Accept’, the work order will appear in the Service Channel page in BuildOps.
NOTE: This sync can take a few minutes.
Once the work order has synced to the Service Channel page in BuildOps, the user can click the three dots next to the work order and click “Create new job” or “Add to existing job”.

Treat Service Channel Jobs like normal Jobs in BuildOps.

If you need further assistance, contact your Customer Success Manager.

Service Channel Integration Setup

Open the following link:
Service Channel App Registration
Click on the Production button (in Step 2).
You will be directed to an API Access page. Click “Add new client”.
- Add the Product Name: BuildOps
- Uncheck the box to deselect “Mobile Application”.
- Add the Callback URL: https://live.buildops.com/serviceChan
- Click “Save”.

IMPORTANT: You will receive the Client ID, Client Secret, and Callback URI. You will need this information in the next step.

From your BuildOps Account:
- Hover over your company name in the upper left corner → Click “Integrations”.
- Click Connect.
- Input the Client ID and Client Secret.
- Click “CONTINUE” to complete the setup.

When a Service Channel email request is received, the designated user will Accept it.
Once accepted, a Service Channel Work Order Request will be created in the Service Channel queue in BuildOps.

To access Service Channel Work Order Requests in BuildOps:

On the Service Channel page, you will see all Service Channel Work Order Requests.

For BuildOps to automatically pull in a work order, it must be in one of the following statuses in Service Channel:

Track work orders being created as Jobs by viewing the top status buckets: Open, Job Created, Error, Discarded.

NOTE: If a technician logs into the work order in Service Channel, the work order will not pull into BuildOps.

If a work order has not been automatically pulled into BuildOps, you can manually import it:

Click the three dots on the left side of the Request Number → Click “Create New Job”.
BuildOps will create a New Job and Unassigned Visit populated with:
- Customer (if subscriberId is stored)
- Property (if subscriberId is stored)
- Billing Customer (same as Customer)
- Customer WO# (workOrderNumber or blank if null)
- Customer Provided PO # (workOrderPONumber or blank if null)
- NTE (blank if null)
The BuildOps Issue Description and Visit Description will populate from the Service Channel Description field.
To schedule the Visit:
- Scroll to the Scheduling tab.
- Click the edit pencil (left side of the Visit) to schedule it.
- Assign a Technician.
- Click SAVE.
The Visit will appear as Scheduled on the Job page.

A Service Channel Flag will appear at the top of the Job page. Click on the flag to be directed to the Service Channel Request.

Click the three dots on the left side of the Request Number → Click “Add to Existing Job”.
Search for the Job by typing the Job Number or selecting it from the list.
Click “ADD TO JOB”.
The following information will be transferred:
- Customer WO# (workOrderNumber or blank if null)
- Customer Provided PO # (workOrderPONumber or blank if null)
- NTE (blank if null)
- The Service Channel Description field

A Service Channel Flag will appear at the top of the Job page. Click on the flag to view the Service Channel Request.

Click on the Service Channel Flag at the top of the Job page to be directed to the Service Channel Request, where you can view attachments.