This is the escalated alert on ID4, where calls with a particular Priority Code are greater than X number of minutes from when the call was opened. We suggest this escalated alert should have a manager's email in the From Address field.
Sample output below shows a Priority Code Status of "P" that has been open for longer that 240 minutes (4 hours). Listed are the Customer, the Tech, the Call Number, Open Date and Time, and Call Type:
VariableX = PriorityCode in eAuto
VariableY = Minutes since opened (Defaults to 120)