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ID66 - Free or Discounted Service Call Overview & Sample

Notifies when the eAutomate rate is over ridden. eAutomate says you should be charging for this call but someone decided not to charge or changed the rate etc.

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Overview

Overview

We believe that eAutomate (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 eAutomate rate is over ridden. eAutomate says you should be charging for this call but someone decided not to charge or changed the rate etc.

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

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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 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' billcode and users should not typically have to manually override the billcode for that call. It doesn't mean that they "never" do...only that it should be an exception and not report 30 or 40 times a day. 

-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). eAuto will use Bill Code per Contract Record, and if not under contract, then uses Bill Code on Equipment Record.

Bill Code on Contract Record is set at Contract Record Level and can be overriden at Contract Equipment Level:

ID66a.PNG

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Bill Code set at Equipment Level (used when equipment is not linked to an active Contract Record):

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-The alert also checks to see if the Billcode 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 Service Call:

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You can see Labor Rate set to $0.00 or specified rate via Lists & Codes / Bill Codes:

ID66d.PNG

 

 

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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)

ID347CM Service Call At Zero $0 But No Contract Associated To Call

 

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