ID1 alerts when the technician is dispatched to a call but has not yet arrived. Escalation alerts are ID38 and ID39.
This screenshot of the alert informs you by listing the TechName, Call Number, Model Number, How long he's been Dispatched, the Open Date of the Call, The Dispatch Date of the Call, the Customer Name, Street Address and City (as shown below)
Variable W = Number > Hours
Variable X = Number < Hours
Variable Y = NOT USED
Variable Z = Tech Notification Method (must be "text", "email" or "none)
All three alerts use the same logic, therefore they all three work the same way. We created three with the idea in mind that ID1 triggers first to let someone (ex. the technician) know the technician has not arrived. If the technician still hasn't arrived after a longer period of time then ID38 gives you the option of having the notification sent to a different e-mail set (ex. technician manager). The alert will continue to remind you that the technician still hasn't arrived until either the technician 'arrives' in eAutomate or the next threshold is met in which case ID39 would trigger to the final e-mail set (ex. VP of service). All three do not need to be used it was just created to allow for flexibility and different levels of accountability.
If variables are left blank they will default to VariableW = 1 and VariableX = 9999. This alert is one that will continue to send until the problem is fixed so if you see repeat emails remember that they were designed that way. We assume that a 'missing' technician is something that you would want to act on immediately so it will continue to remind you until they 'arrive'
NOTE: EAutomate automatically sets the 'arrival time' to the same as the 'dispatched time' until the tech manually marks himself as arrived. Once the technician tells EAutomate he actually has arrived it will overwrite the old timestamp for 'arrival time' to the new, actual, arrival time. If a technician is for some reason dispatched while he is already at the location then he needs to 'arrive' right after so that a new timestamp is created.