Every notification follows the same path: something happens in PSS (a trigger), PSS works out who should hear about it and on which channels, and then the notification is saved to each person’s inbox and, if enabled, pushed to their phone. Understanding these shared rules explains most “why did I get this?” and “why didn’t I get this?” questions.
Who receives a notification starts from a per-event default, which an administrator can override on the Allowed Recipients tab (see 9.11.2). The out-of-the-box defaults are:
- My Work notifications go to the assigned technician—the person whose own work triggered them.
- Client notifications (added, updated, deleted) go to Admins.
- Everything else—routes, jobs, missed work, work requests, client reviews, shopping items, equipment, Control Center alerts, and office messages—goes to Admins and the Property Manager.
Which channels a notification uses is then decided per person from their My Notifications settings (see 9.11.1). Each event has its own starting point, and most start off on both channels, so a new user sees only the most urgent events until they switch more on. The events that are on for Web and Mobile out of the box are:
- My Work: Job Assigned To Me, Route Assigned To Me, Shopping Item Assigned To Me, Shopping Item Assigned To Me Updated.
- General: Technician Sent Notification To Office, Attention Item Marked. (Auto-Payment Failed is on for Web only.)
- Jobs: Job Client Approved, Job Client Disapproved, Job Request Submitted.
- Missed Work: all four—Route Stop Missed, Job Stop Missed, Route Visit Skipped, Purchased Item Not Installed.
- Clients: Client Submitted Work Request. Client Reviews: Client Submits A Review.
- Extra Items: Extra Item Removed. Equipment: Equipment Status Changed.
- Control Center: Low Inventory Detected, Visit Media – All.
Everything else—including every route and job visit event, the client record events, and the readings, dosages, visit-length and location rules—starts off and must be ticked on the My Notifications tab before it reaches you. Email delivery exists in the system but is not currently a customer-facing option, which is why My Notifications shows only Web and Mobile.
A few rules apply to every notification:
- The person who performed the action is normally excluded. If you complete a visit, you don’t get notified about your own completion; your office does. (Auto-Payment Failed is the deliberate exception—no person performs it, so nobody is excluded.)
- Follow / unfollow wins at the record level. Even if you’re a valid recipient, unfollowing a specific job, property, or client mutes further notifications for just that record (see 9.5).
- Duplicate suppression. PSS won’t send the same alert twice for the same event: a Control Center rule fires at most once per visit per rule, and missed-work alerts are tracked in a queue so a stop is flagged at most once per day. Attention Item Marked and Purchased Item Not Installed additionally share a one-hour company-wide cooldown, so a second alert of the same kind within the hour is not sent.
- The “today” gate. Field work syncs from phones and can arrive hours—or days—late when a technician has been offline. Missed-work checks only run when the underlying visit belongs to today’s date in your company’s timezone, so a late upload from last Tuesday won’t fire stale alerts today.