How Follow-Up Notes and Service Reminders Work

Source: events_controller.rb

• Follow-up note date format depends on locale: US English uses MM/DD/YYYY, all other locales use DD/MM/YYYY
• The follow-up note text is prepended with "Follow Up Notes: Follow Up Date: [date]" and appended to the existing job_card_note field rather than stored separately
• Service reminder delivery method depends on customer preference: SMS is sent if preferred method is SMS and a mobile number exists; email is sent if preferred method is EMAIL and an email address exists
• Rego (registration) and next service date placeholders in reminder templates are replaced with actual vehicle data before sending
• Email reminders are passed through EmailSpamDetector before sending; SMS delivery results are logged to HubSpot for tracking

Support scenarios

• "The follow-up date looks wrong — the day and month are swapped" → The date format depends on the company's locale setting. US English uses MM/DD/YYYY while all other locales use DD/MM/YYYY. Check the company's locale configuration.
• "The customer didn't receive their service reminder" → Check the customer's preferred contact method and that the corresponding contact detail exists. If preferred is SMS but no mobile number is on file, the reminder will not send. Same for email — no email address means no email reminder.
• "The service reminder has placeholder text like {rego} instead of the actual rego" → The vehicle record may be missing the registration or next service date data. Check the vehicle record has these fields populated.
• "Follow-up notes keep getting longer and longer" → Follow-up notes are appended to the job_card_note field each time. They accumulate because they are added to existing content rather than replacing it.