Notifies when the e-automate rate is over ridden. e-automate says you should be charging for this call but someone decided not to charge or changed the rate.
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Overview
Overview
We believe that e-automate (if set up correctly) should know what to charge a customer and that it should not be left to the discretion of dispatch or the technician. This alert is to notify someone when the e-automate rate is over ridden. e-automate says you should be charging for this call but someone decided not to charge or changed the rate.
If they really should have an IT Services contract and you are going to let it slide “this time,” perhaps make sure the customer is made aware.
Run Schedule: Weekday evenings
Type of Output: Email
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Sample
Sample
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Variables
Variables
Variable W: String in Customer Name to not trigger on (only one string please). This would be first few letters of Customer Name - typically used to exclude calls completed under your company name. For example, CEO Ju
Variable X: Call Type(s) to exclude from alert (separated by comma)
Variable Y: Customer number(s) to exclude (separated by comma)
Variable Z: Branch numbers alert fires on (list multiple branches separate by commas). Leave blank for ALL branches.
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Alert Functionality
Alert Functionality
-Alert fires AFTER the call is invoiced.
-Intended for someone (like the service manager and/or admin supervisor) to look at the call to see if the user made an appropriate selection. The alert is trying to spot 'suspect' usage by assuming that 95% of the time the calls should be using the 'default' bill code and users should not typically have to manually override the bill code for that call. It doesn't mean that they "never" do, only that it should be an exception.
-This alert is checking a couple of things to identify when a user has used a bill code on the service call that is not matched to the Contract Record (if the machine is on contract) or the Equipment Record (if no active contract found for that machine). e-automate will use the bill code from the Contract Record, and if not under contract, it then uses the bill code on Equipment Record.
The bill code on Contract Record is set at Contract Record level and can be overridden at Contract Equipment Level:
The bill code set at the equipment level (used when equipment is not linked to an active Contract Record):
-The alert also checks to see if the bill code has a billable labor rate but the call was invoiced at $0 (meaning someone manually overrode the labor rate). That is where they either gave away the service by just forcing $0 into the billable amount on the service call or changed the bill code.
Bill code on the service call:
You can see the labor rate set to $0.00 or specified rate via Lists & Codes / Bill Codes under Tools:
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Best Practices & Tips
Best Practices & Tips
Please click HERE to learn about best practices for new installations and our accompanying alerts for managing this process.
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Related Alerts
Related Alerts
ID23 - Supplies Shipped (No Charge No Contract)
ID347 - CM Service Call At Zero $0 But No Contract Associated To Call
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