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How do I configure SuperOffice Service that the customer gets an automatic notification when his request has been forwarded to a supplier?

Updated on 20 Aug 2025

We want to automate the process when after forwarding a customer request to our supplier we inform the customer about it and set the status of a customer request to “Waiting for Supplier”. How can we do this?

To automate the process, you can create a new button in the Request screen using SuperOffice Macros. This feature requires a subscription to Development Tools (formerly Expander Services). Once enabled, you can set it up in your system by following the steps below:

Step 1. Create a new request status

Step 2. Create a new reply template

Step 3. Create a macro that will automate the process

Step 4. Create a button in Screen designer

 

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Step 1. Create a new request status

Read this Docs article to learn how to create a new status in SuperOffice Service step by step. You can call the new status "Waiting for supplier".

 

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Step 2. Create a new reply template

Read this Docs article to learn how to create a new reply template step by step. This reply template will be sent to your customer after their requests are forwarded to the supplier.

 

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Step 3. Create a macro

  1. Go to the SuperOffice Administration module, click on CRMScript (1), choose the tab Macros and Scripts (2), and click the button New macro (3).


     
  2. Enter the Name (1) for the macro, select the Folder (2) where this Macro should be stored, and click on the Actions (3) tab. 


     
  3. Choose to Load a request  in the list of action types.

  4. Click on and choose Request ID (1). Then click New Action (2) to add a new action.


     
  5. Choose to Load a contact in the list of action types.

  6. Click on and choose Load request, then Customer ID (1). Then click New Action (2) to add a new action.


     
  7. Choose to Load a reply template for merging in the list of action types.


     
  8. Select the Reply template (1) that was created in step 2. In the Contact field, choose to Load a contact/ID (2) and click on New action (3).


     
  9. Choose to Send an e-mail or SMS in the list of action types.


     
  10.  In the Subject (1) field, write a short subject for the customer. In the From (2) field, write an e-mail address that the information should be sent from, in the field To (3), choose to Load a customer contact/E-mail address, in the field HTML message (4), choose the HTML text, and click on New action (5).


     
  11. Choose to Change a request in the list of action types.


     
  12. In the Status field, choose Waiting for supplier (1) and click OK (2).

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Step 4. Create a button in Screen designer

  1. Go to Screen Designer (1) and select Request (2). At the bottom of the screen, click the Edit button (3), then choose Elements (4) and drag the Button (5) onto the request screen.


     
  2. Click the button you dragged onto the request screen (1) to open its settings. Enter a Name (2), then set Action to Execute CRMScript (3). For CRMScript, select the macro you created (4). Finally, click Save + Publish to apply the changes to the request screen (5).


     
  3. After publishing, perform a flush by removing everything after default.aspx in the URL, adding ?flush, and pressing Enter. You will find a more detailed explanation of how to perform a flush and why the changes are not immediately visible in this FAQ.

 

Note!

1. Scripts, Macros, Event Handlers, and Scheduled tasks can be created for you by a SuperOffice Consultant.

2. All support questions related to Scripts and SuperOffice SDK need to be posted in the SuperOffice Community Developer Forum.

 

More information

Docs: Macros and scripts

Docs: Create a macro - example from SuperOffice

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