Be notified of Corrective Maintenance calls that are coming due and or are past due
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Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
This is an alert to notify the appropriate person(s) of all calls with Variable W minutes of being due. A secondary alert will tell when the call is within VariableX minutes of being due. It will not continue to remind you until due, which is why there is an escalation feature. The escalation will repeat every 30 minutes until the call is dispatched (or the Due Date/Time is changed). This alert is for Corrective Maintenance calls only. You have the ability to also further limit this to Call Types that contain the characters you put in VariableY (MI - [machine inoperable], for example,) and then we only alert on those Call Types that hit the thresholds identified in W & X.
Run Schedule: Once for the first email, every 30 minutes for escalation email (alert will only run during your set Service Hours in eAuto)
Type of Output: Email
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Sample
Sample
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Variables
Variables
Variable W: Minutes Until Due - Enter Minutes Until Due Time (enter zero for example to be alerted when Due Time is missed)
Variable X: Escalation Minutes Until Due - Enter Minutes Until Due Time for escalation (use negative for past due)
Variable Y: Call Types - Only include Corrective Maintenance Call Types containing a string of characters. This variable does not support multiple character strings.
Variable Z: Bill to Exclusions - Enter Bill To Customer Numbers to exclude (separate by comma or blank for ALL)
Variable 1: Branch Numbers - Branch Numbers to trigger on (separate by comma or blank for ALL)
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Alert Functionality
Alert Functionality
-Alert will only send within the times set on your eAuto Service Hours (as of Feb 2021, alert does NOT consider your Holiday hours, so alert will still send during Holiday hours)
-Alert ONLY considers Corrective Maintenance category Call Types. Call Type Category found via Lists & Codes / Call Types:
-Option to filter for specific call types by entering a string of characters found in all call types that you want the alert to trigger on. Call types are found in Lists and Codes:
If you would enter 'TN' in Variable Y, the alert would trigger for any call types that contain those characters, in this example TNADD, TNDIS and TNSPL. This variable does not override the Corrective Maintenance category restriction for this alert.
-Alert looks at Due Time shown on Service Call:
-Alert reports on service calls that are on hold. Premise being that the due time is what is expected of your customer due to SLA code. Email from alert does show on hold time for your reference.
-Alert has option to send To Tech and/or Tech Manager. Anyone listed in To/CC/BCC will be included on emails to Tech/Tech Manager. Techs will not see each other's emails:
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Best Practices & Tips
Best Practices & Tips
-If alert keeps repeating the escalation and you don't wish to be notified any longer, only work around is to change the Due Time on the service call to date/time in the future OR change Call Type to one that is NOT a Corrective Maintenance Call Type.
-Need to exclude any customers (including your customer number) from consideration? List Customer Number(s) to exclude in VariableZ (separate multiple with comma).
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Related Alerts
Related Alerts
ID18 - Guaranteed response time could be missed
ID223 - CM Category Calls for Today where arrival time was after Due Time (ignores Reschedule Calls)
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