Alert to notify when a service call is placed on hold with an on-hold code specified in Variable W.
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Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
This alert checks for service calls that are on hold with an on-hold code specified in Variable W. The alert only supports triggering on one on-hold code. If you'd like an alert to trigger on multiple on-hold codes, see alert ID294.
Run Schedule: Every 15 minutes
Type of Output: Email
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Sample
Sample
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Variables
Variables
Variable W: On Hold Code - List the on-hold code for the alert to trigger on. Only one code can be entered.
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Alert Functionality
Alert Functionality
1. The alert checks for service calls on hold with an on-hold code that matches the code set in Variable W.
The list of on-hold codes can be found in e-automate under Tools - Lists and Codes - On Hold Codes:
Enter the On hold code into Variable W, not the description.
2. If the call has a status of 'Canceled,' it will not trigger the alert.
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Best Practices & Tips
Best Practices & Tips
1. The original use case for this alert was for calls put on hold due to the need for a tech assist. The service call was marked as incomplete due to Tech Assist, and the rescheduled service call was placed on hold using a specific on-hold code for Tech Assist. This alert would then notify the original tech and the tech's manager of the call placed on hold.
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Related Alerts
Related Alerts
ID294 - Calls On Hold Starting With
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