Notifies when technician is dispatched to a call but has not yet arrived at customer site.
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Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
When a technician has been dispatched to a call they are expected to arrive at the customer site within a reasonable amount of time. This alert will notify if the technician is not marked as arrived at the customer site within the amount of time specified. We suggest you use ID1 to notify the technician and use escalation alerts ID38 and ID39 to notify the Service Manager, VP of Service, or anyone else who may need to know if the technician has not arrived after longer periods of time.
Run Schedule: Every 15 Minutes
Type of Output: Email
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Sample
Sample
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Variables
Variables
Variable W: Enter Minimum Number of Dispatched Hours (decimals OK)
Variable X: Enter Max Number of Dispatched Hours (decimals OK)
Variable Y: Enter Branch Number(s) to trigger on, separate by comma, or leave blank for ALL
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Alert Functionality
Alert Functionality
1. Notifies when technician has been dispatched but not marked as arrived between hours indicated in Variables W and X.
2. Will continue to notify every 15 minutes until technician has been marked as 'Arrived', or until the max threshold set in Variable X has been met.
Technican MUST be marked as 'Arrived' in order for alert to see that technician is no longer dispatched. 'Arrived' status can be verified via the Service Call Notes:
3. e-Automate automatically sets the 'Arrival Time' on the call the same as the 'Dispatched Time' until the technician is manually marked as 'Arrived'. Once the technician is marked as 'Arrived', e-Automate overwrites the original time stamp to the actual arrival time.
4. There is no option to customize the subject line.
5. Does NOT consider your service hours, so will count hours based on dispatched time regardless of whether your service hours show you as closed for the day or at end of work day.
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Best Practices & Tips
Best Practices & Tips
1. Use this process ID1 to notify the Technician and use ID38 to escalate to Technician Manger. If needed, ID39 is a second escalation which can be used to escalate to VP of Service, for example, or anyone else who may need to be notified.
2. If technician is dispatched while on-site at customer location, they will need to mark themselves as 'Arrived' as soon as they are dispatched to update the time stamp.
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Related Alerts
Related Alerts
ID38 & ID39 - Call Dispatched (Not Arrived) between W & X Hours First and Second Escalation
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