This alert is designed to provide a 'status report' of a call when it is moved to a new Hold Code.
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Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
Originally designed to advise techs of calls just moved to PA (Parts Available), this alert is now a complete overview of the call, including item detail, notes on whether those items are returnable, and when the call was moved to its new Hold Code. Note: This alert is tech-aware but not tech-manager-aware (the tech manager checkbox does not work). You can also leave Variable W and Variable X blank if you don't wish to be notified of all Hold Code changes.
Run Schedule: Every 15 minutes
Type of Output: Email
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Sample
Sample
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Variables
Variables
Variable W: Advise - Enter 'Set' to advise of calls moving from Pending to Hold Status, leave blank to not trigger the alert for this change.
Variable X: Release - Enter 'Release' to advise of calls moving from Hold to Pending Status, leave blank to not trigger the alert for this change.
Variable Y: All or Specific - Enter 'Change' to advise of calls moving from one Hold to another, or 'SpecifiedHold' (no space) to advise on calls moving to specified Hold Codes per Variable Z.
Variable Z: On Hold Codes - Enter specific Hold Codes to advise on if Variable W is set to 'SpecifiedHold' (separate with comma), ie, "PA" for Parts Available.
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Alert Functionality
Alert Functionality
There are four scenarios that will trigger the alert:
1. The call status is changed from Pending to On-Hold, and Variable W equals 'Set'.
2. The call status changed from On-Hold to Pending, and Variable Z equals 'Release'.
3. The call changed from one On-Hold code to another On-Hold code, and Variable Y equals 'Change'.
4. The call changed from one On-Hold code to another On-Hold code, Variable Y is set to 'SpecifiedHold', and the current On-Hold code is one identified in Variable Z.
On-hold codes in e-automate can be found by going to Tools - Lists and Codes - On Hold Codes:
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Best Practices & Tips
Best Practices & Tips
1. Placing or releasing a hold on the customer record has no effect on any open transactions.
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Related Alerts
Related Alerts
ID8 - New Service Calls or Sales Orders Created on Credit Hold
ID362 - New On-Hold Call Created for an On-Hold Code Specified in Variable W
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