NOTE THAT CALLBACKS BY CLICKS IS FIXED IN EA VERSION 8.1. IT IS BROKEN IN EA VERSION 8.0 and 8.5. You still need to use our alert ID164. Working in 8.7.
ID101 reports on setting in eAutomate, we don't use our variable to determine excessive calls. This alert triggers on CM service calls only as eAuto only considers CM CallTypes for callbacks.
For a call to be flagged as a call back, it must have been less than the number of days in the call back criteria AND under the set number of clicks. When the call is entered into eAuto, the call back flag is based solely on the number of days since the last call. When the service tech enters the meter reading on the call, if the number of clicks exceeds the call back threshold, the call back flag will be removed. So only calls meeting both criteria will be flagged as call back's.
Parameters can be set at the Equipment level, the Model level or the System level. We recommend the Model level. See here for what those numbers should be.
Use our Alert ID295 - Model Category (Segment) Mapping App so you can have reference for whether machine high volume is expected.
The system uses a simple logic for checking for Call Backs and Call Alerts.
First it checks the equipment record.
If this check mark is there… it will look at the model record.
Remember that if there is no check mark and zeros for a field, then the call backs and call alerts will be disabled.
This is the model record. You get here from Inventory/Model
If this is checked it uses the system defaults.
Remember if there is no check mark and zeros for a field, and then the call backs and call alerts will be disabled.
The system is set at options in the Tool/Options/Service Calls/Dispatch Console
Remember if there is no check mark and zeros for a field, then the call backs and call alerts will be disabled.
Some users only want call number of days calculated (and not call back clicks) OR vice versa (only clicks calculated, not days). Whichever you don't wish to use, set with 0 to have not considered for call backs. BUT NOT BOTH!
NEVER… EVER have zeros for your system settings otherwise NO call backs will be calculated.