An alert listing all service calls and sales orders that have been on Credit Hold for more than the number of hours specified in the variable settings.
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Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
ID427 is a daily summary that reports all service calls or sales orders that have been on credit hold for longer than 24 hours (hours set in Variable W). This is to ensure that they are being resolved by your AR in a timely manner. An escalated email will be sent after 48 hours (hours set in Variable X).
Run Schedule: Daily
Type of Output: Email
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Sample
Sample
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Variables
Variables
Variable W: Number of hours on credit hold - The number of hours for the order or call to be on hold before triggering the alert. The default value is 24.
Variable X: Number of hours on credit hold to flag as escalated - The number of hours for the order or call to be on hold before triggering the escalated email.
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Alert Functionality
Alert Functionality
1. The alert only looks at service calls and sales orders that are on hold with the Credit Hold code.
Service Calls:
Sales Orders:
2. The alert uses straight clock time, not business hours, i.e., one day on hold would be 24 hours.
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Best Practices & Tips
Best Practices & Tips
1. Placing or releasing a customer record from on-hold does not affect existing transactions.
2. The best practice is to have the on-hold eAgent task automatically put customers on and off credit hold. See this link on how to set that up. The customer record would need this enabled as below.
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Related Alerts
Related Alerts
ID8 - New Service Call or Sales Order created on Credit Hold
ID581 - Details on Service Call Whose Hold Status has Changed
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