Alert to notify an internal contact when a service call for a specific customer or equipment record is in a specified status.
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Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
This is used by Service Managers/Owners/Sales to alert them when a new service call is placed for a specific customer or a specific piece of equipment. The contact to receive the alert is set via a custom property on either the equipment or customer record. The logic will first check for a contact on the equipment record, then check at the customer level for a contact.
This alert only fires for calls of Call Type Category CM or PM (Corrective or Preventive Maintenance).
The alert will not notify on the same status if status reverts to a previously reported status (i.e., tech undispatches from call, alert will NOT notify again that call is opened/pending).
Run Schedule: Every 10 minutes
Type of Output: Email
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Sample
Sample
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Variables
Variables
Variable W: Custom Property - Name of the customer or equipment custom property populated with the contact to send the emails to. More details on this custom property here.
Variable Y: Custom Property (Customer Record Only) - The custom property on the customer record for specific statuses to trigger on. This custom property will override the status(es) listed in Variable Z for the specific customer record. More details on this custom property here.
Variable Z: Global Status - Call status(es) for the alert to trigger on, the options are: Opened, Dispatched, Arrived, Completed, Invoiced, and Canceled.
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Alert Functionality
Alert Functionality
1. Requires a tech to be assigned to the service call.
2. The call type on the service call must have a call type category of either Corrective Maintenance or Preventative Maintenance:
3. The contact to receive the alert can be set on either the equipment or customer record using the custom property specified in Variable W. See more details here on how to create the custom property.
**This custom property uses the contacts lookup; any internal contacts that need to receive this alert must have a contact record set up.
To determine the contact who will receive the alert, the hierarchy is:
A. Is a contact specified on the equipment record attached to the call:
B. If there is no contact specified at the equipment level, the logic then checks for a contact at the parent customer level. The parent customer is determined by looking at the parent customer for the customer on the service call.
If the customer on the service call IS the parent, then the logic checks that customer record for the contact:
If the customer on the service call is a location customer, then the logic determines the parent record for that location and checks that customer record for a contact:
C. If the parent customer does not have a contact set, the logic then checks for a contact on the customer record attached to the call:
**Very often, the parent customer determined in step B is the SAME CUSTOMER determined in step C, as best practice is to always create the service call under the parent customer.**
4. The status(es) that will trigger the alert will be listed in Variable Z. The options are:
- Opened
- Dispatched
- Arrived
- Completed
- Invoiced
- Canceled
FYI, completed is the same as status of OK to Invoice (OKB) and Cleared (C).
You can use the custom property specified in Variable W to override the status(es) that trigger the alert on a customer basis. See here for more details on this custom property.
5. If you need this alert to go to more than one fixed email address, please send an email to help@ceojuice.com. We can tweak the alert to consider 'other emails' on the contact record. To consider Other Emails on Contact Record, the format needed is to separate Other emails with a semi-colon as shown below:
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Best Practices & Tips
Best Practices & Tips
Custom Property Set Up
Custom Property Set Up
There are two custom properties used with ID53:
Variable W
1. Variable W - Contact drop-down, used on both the Equipment record and Customer Record
Attribute name = ZCJSvcMgrContact
Description = ID53 Contact
Data type = Lookup
Lookup list = Contacts
This custom property will be added to both the Equipment custom property configuration and the Customer custom property configuration.
Variable Y
2. Variable Y - Option to override global status options, customer record only
Attribute name = ZCJ53MgrCallAlertStatus
Description = ID53 Status Override
Data type = User-Defined Lookup
Lookup options:
Disabled
Opened
Opened, Dispatched, Arrived, Completed, Invoiced, Cancelled
Opened, Dispatched, Completed, Invoiced, Cancelled
Opened, Dispatched, Arrived, Completed, Cancelled
Opened, Completed, Cancelled
Completed, Cancelled
This custom property is only used on the Customer Record.
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Related Alerts
Related Alerts
ID54 - Notify Customer's Helpdesk when call is Opened/Dispatched/Completed/Invoiced
ID181 - Notify Customers on calls Opened/Dispatched/Completed/Invoiced
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