This is a process for managing 24X7 service calls, to send an alert to a specified email address when a call is entered outside of business hours.
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Overview
Overview
This alert triggers for calls created before 7 AM and after 4 PM on weekdays, or anytime on Saturday or Sunday, to alert for calls entered outside of business hours for customers where you provide 24/7 service.
There are three times that the alert will fire: when the call is created, again if the call is still pending after X minutes, and then for the third time if the call is still pending at Y minutes. The first alert email only sends to the email group specified in the custom property. The second email sends to the email group in the custom property and all of the To Addresses on the alert. The third email sends to the email group in the custom property, all of the To Addresses and all of the CC Addresses on the alert.
Variable Z on the alert also drives another alert if the call is dispatched but the tech has not arrived within Variable Z minutes. The dispatched, but not arrived, email goes to everyone in the To Addresses on the alert.
Run Schedule: Every 10 minutes
Type of Output: Email
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Sample
Sample
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Variables
Variables
Variable W: Custom Property - Attribute name used on either the equipment record or the customer record that will contain the group email address for the alert.
Variable X: 2nd Alert Minutes - Minutes past create date to trigger alert if the status of the call is still pending.
Variable Y: 3rd Alert Minutes - MInutes past create date to trigger alert if the status of the call is still pending.
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Alert Functionality
Alert Functionality
The alert will trigger for calls that meet the following criteria:
1) Status is pending
2) The create date of the call is:
A. On a Saturday or Sunday OR
B. Prior to 7 AM on a weekday OR
C. After 4 PM on a weekday
3) There is an email address in the custom property at either the equipment level or the customer level.
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Best Practices & Tips
Best Practices & Tips
Custom Property Set Up
Custom Property Step 1:
Go to Tools / Lists & Codes / Attributes:
Create new Attribute:
Attribute Name = ZCJ247GroupAlertEmail
Description = Email address of group to alert for after hours support
Data type = Text Box
Custom Property Step 2:
Then go to Configurations (custom properties) and add the custom property to either the customer configuration or the equipment configuration:
You can add the custom property to either the customer (alerts for all calls for that customer) or the equipment (alerts for specific equipment.)
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Related Alerts
Related Alerts
None at this time.
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