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ID17 - Technician On-Site Too Long Overview & Sample

Notifies when tech has been on site longer than normal.

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Overview

Overview

Alerts service management 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 our alert send an email from dispatch to the tech as well. Note: if for some reason you are not sending either to tech or tech manager, you must have an address listed in the first to: field. The alert will not fire for techs where the Custom Property listed in VariableY is set to 'No'. If no Custom Property is set, alert will fire for all techs on a service call. The Custom Property allows you to have the alert 'ignore' techs like System Engineers who would typically be onsite longer than the average break/fix field tech. Alerts only notifies once. Consider also alert ID756 for escalation.

 

Run Schedule: Every 15-Minutes

Type of Output: Email

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Sample

Sample

ID17Sample.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. Looks for arrival time stamp and reports on any time elapsed matching your VariableW and VariableY hours.

-Tech MUST be marked as 'Arrived' in order for alert to consider:

ID17Arrived.PNG

These statuses can be found via Service Calls / Notes:

ID17notes.PNG

 

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Best Practices & Tips

Best Practices & Tips

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

Use ID859 as escalation to this alert so if tech still on site, Tech Mgr can be notified.

 

 

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Related Alerts

Related Alerts

ID2 - Dispatched/OnSite After Hours

ID219 - Closed Call Data Entry Issues

ID756 - Technician On Site Too Long Escalation

 

 

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