ID6 - Open Calls where Techname contains VariableZ Overview & Sample:

Notifies when call opened and tech assigned is tech listed in VariableZ.

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Overview

Overview

If you don't have a specific technician assigned to each equipment record, then the calls will be automatically set to the tech you chose to receive unassigned calls. Example tech "UA" for unassigned calls. This tech acts like a place holder so you can easily identify those calls that need to have a valid technician assigned. This alert helps you keep track so that calls aren't Unassigned for too long and no tech is ever alerted to handle the call. Escalation alert is ID7. ID6 fires immediately when call created, ID7 fires after VarW hours if still unassigned. This alert will only fire once, it will not continually fire. 

Run Schedule: Every 15-Minutes

Type of Output: Email

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Sample

Sample

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Variables

Variables

Variable Z: Technician Name for your UnAssigned call (separate multiples with comma)

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Alert Functionality

Alert Functionality

-Alert looks for the Tech Name listed in VariableZ and reports one time on any new service call created

-Use ID7 to be notified if call still assigned to that Tech Name after specific hours