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ID154 - After Hours 24x7 Alert Group with built in Escalation, Overview and Sample

This is a process for managing 24X7 service calls. This alert runs between 5 PM and 8 AM on weekdays and between 5 PM Friday until 8 AM Monday to alert for calls entered outside of business hours for customers where you provide 24/7 service. The first alert fires when the call is created to the email group entered in the equipment custom property attribute field named in Variable W above. A second alert goes out in X minutes (VariableX) after call was received if not dispatched to email group in the custom property and any specific emails address in the ToAddress fields on the subscription. A third alert goes out Y minutes after the call is received if still not dispatched and an email goes to email group in custom property, all of the ToAddresses and all of the CCAddresses. Variable Z drives another alert if the call is dispatched but tech not arrived within Z minutes of the time the call was created, this dispatched but not arrived goes to everyone in the ToAddresses fields.

Business Hours are set in e-automate under Lists and codes, Service hours:

Company_Hours.png

Shown below is the second notification listing Updated Message, Customer Name, Status of Call, Model, Equipment#, Requested Date, Bill Code, Caller on the call, and Description of Problem:

ID154_Second.png

This alert has the following variables:

VarW = Attribute Name used on the Equipment CustomProperty that will contain the group email address to alert for that piece of equipment OR set at the customer level for all equipment at that customer location

VarX  = 2ndAlertMinutes

VarY  = 3rdAlertMinutes

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