This alert provides an escalation to ID17/TechOnSite with the idea being that ID17 might fire to alert the TechMgr whereas the escalation will advise the Service Manager of a potential problem. Alerts service management when a tech has been on-site between W & X number of hours. The tech is either having problems, missing in action, or forgot to close the call. We suggest our alert send an email from dispatch to the tech.
Note: if for some reason you are not sending either to tech or tech manager, you must have an address listed in the first to: field. The alert will not fire for techs where the Custom Property attribute name you specify in VariableY is set to 'No'. If no Custom Prop is set..it will fire for all techs on a service call. The Custom Prop allows you to have the alert 'ignore' techs like System Engineers who would typically be onsite longer than the average break/fix field tech.
REQUIRES REMOTE TECH (pokes, doesn't pester)
Sample Output contains Technician Name, Call Number, Model, Customer Name, On Site Time, Dispatch Date, Arrival Time, Address, and City, as shown below:
This alert has 3 Variables:
VarW = Onsite >= than hour
VarX = Onsite <= than hour
VarY = CustomPropertyAttribute assigned in employee record identifying who is FieldTech