To notify of specific types of Service Call created. This alert will advise you when a call of specified Call Type Category OR Call Type OR Priority OR Bill Code OR SLA Code is opened.
Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview:
You might want the sales rep on an account to be notified when a call is opened with a call type of "Machine Down". This alert will advise you when a call of Call Type Category W, Call Type X, Priority Y, Bill Code Z is opened or SLA Code. If a call is opened with another Category or Type and is later changed to match, the alert will trigger on the call at that time.
Run Schedule: every 15-minutes
Type of Output: Email
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Sample
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Variables
Variable W: Enter Call Type Categories to trigger on, separated by comma, otherwise 'N/A' to not consider for this alert
Variable X: Enter Call Types to trigger on, separated by comma, otherwise 'N/A' to not consider for this alert
Variable Y: Enter Call Priorities to trigger on, separated by comma, or 'N/A' to not consider for this alert
Variable Z: Enter Bill Code(s) to trigger on, separated by comma, or 'N/A' to not consider for this alert
Variable 3: Enter SLA Code(s) to trigger on, separated by comma, or 'N/A' to not consider for this alert
Variable 2: Enter Branch numbers to limit which alert fires on (list multiple branches separate by commas), leave blank for ALL branches.
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Alert Functionality
1. Considers all variable entries as OR (not AND), to determine which calls qualify for alert emails.
2. If a call is opened without meeting any of the codes set in your variables, but then changes, alert will notify at that time.
It will ALSO re-trigger on a Call which leaves a triggering state and then returns to that state (so if they flip a code and then flip it back you will receive email again).
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Best Practices & Tips
-None needed at this time
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Related Alerts
ID507 - Alert to advise Call Completed based on Call Type and/or Call Type Category
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