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ID17 - Technician On-Site Too Long Overview & Sample

Notifies when tech has been on site longer than normal.

Jump to Overview | Samples | Variables | Alert Functionality | Best Practices & Tips |  Related Alerts

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Overview

Overview

Alerts when a tech has been on-site between W and X number of hours. The tech is either having problems, missing in action, or forgot to close the call.

We suggest sending to your techs and subscribing to a clone (additional subscription) with higher variable hours set to send to Tech Mgr as escalation.ID17Clone.PNG

 

Run Schedule: Every 15-Minutes

Type of Output: Email

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Sample

Sample

Single Tech:

ID17Sample.PNG

Multiple Techs:

ID17SampleMultiple.PNG

 

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Variables

Variables

ID17variables.PNG

Variable W: Onsite > = than hour (decimals OK for versions from 2021 or higher)

Variable X: Onsite < = than hour (decimals OK for versions from 2021 or higher)

Variable Y: Custom Property assigned on employee record identifying who is Field Tech, if left blank will report on ALL eAuto Employ Records set as Tech

Variable Z: Call Types to exclude from triggering (separate by comma or left blank to trigger on ALL)

ID17CallTypes.PNG

Variable 1: Branch numbers alert fires on (list multiple branches separate by commas). Leave blank for ALL branches.

 

 

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Alert Functionality

Alert Functionality

-Only considers calls tech is dispatched to. Looks for arrival time stamp and reports on any time elapsed matching your VariableW and VariableY hours.

-Does NOT consider your set Service Hours

-Tech MUST be marked as 'Arrived' in order for alert to see tech is no longer dispatched:

ID17Arrived.PNG

These statuses can be found via Service Calls / Notes:

ID17notes.PNG

-If you have your subscription set to send to Tech, then every recipient (Tech Mgr and/or emails listed in To/CC/BCC) will receive one email per tech.

If you have do not have to Tech selected, then if multiple qualifying techs on site too long when alert fires, alert will include all those techs on one email to the Tech Mgr and/or emails listed in To/CC/BCC. If techs have different mangers, then one email per manager.

 

ID17SendTo.PNG

 

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Best Practices & Tips

Best Practices & Tips

-See THIS LINK on how Tech Employee Record needs to be set.

-We suggest sending to your techs and subscribing to a clone (additional subscription) with higher variable hours set to send to Tech Mgr as escalation.

ID17Clone.PNG

 

 

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Related Alerts

Related Alerts

ID2 - Dispatched/OnSite After Hours

ID219 - Closed Call Data Entry Issues

 

 

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