Notifies of Service calls where the assigned is marked as unavailable between when the call is opened and its due time.
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Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
Notifies of Service Calls where the assigned technician is marked as unavailable between when the call is opened and its due time. The intention is to notify you of the Due Time of the Service Call that will not be achieved by this technician.
Run Schedule: Every 30 minutes
Type of Output: Email
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Sample
Sample
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Variables
Variables
Variable X: Call Type Category(s) - By default, the alert only reports on call types that have the category of Corrective Maintenance (CM). Add additional call type categories, separating each category with commas.
Variable 1: Enter 'Exclude' to exclude service calls on hold from triggering the alert.
Variable 3: Enter the employee record number (not Login user ID) of any technicians to exclude from triggering the alert. Separate multiple entries with commas.
Variable 2: Enter Branch Number(s) to trigger on, separate by comma, or leave blank for ALL
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Alert Functionality
Alert Functionality
1. Reports on service calls where the tech assigned is unavailable between when the call is opened and the Due Time on the Service Call.
**In order to trigger the alert, the Due by time must be in the future, as the alert checks for calls where the Due by time is greater than the time the alert runs each time.
2. The alert will continue to email you every 30 minutes until:
- An available technician is assigned to the Service Call
- The call is put on hold IF you have Exclude listed in Variable1
3. We look at Unavailable Entries listed on the tech's eAuto Employee Record
4. Since we look at Unavailable Entries, please note we consider the exact time the tech is unavailable. So for example, if tech is marked unavailable from 12-5PM today (is working from 8AM-12PM) and service call due time is 2PM, we will notify you starting at 12PM that the tech is unavailable.
5. ID840 will also notify if the employee record of the technician assigned to the call has been marked inactive.
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Best Practices & Tips
Best Practices & Tips
1. See THIS LINK on entering Unavailable Entries in e-Auto
2. See THIS LINK on how SLA Codes are set in e-Auto.
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Related Alerts
Related Alerts
ID205 - Technician Productivity Time Sheets
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