First and second escalations to ID1 to notify additional parties when technician is dispatched to a call but has not yet arrived at customer site.
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Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
First and second escalations to ID1, used to notify additional parties that a dispatched technician has not arrived at the customer site within a reasonable amount of time. ID1 notifies the technician and we suggest then using escalation alert ID38 to notify technician manager if technician has still not arrived by a second threshold. Can also use ID39 as a second escalation to notify the VP of Service or anyone else who may need to know the technician has still not arrived after a third threshold.
Run Schedule: Every 15 Minutes
Type of Output: Email
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Sample
Sample
ID38 Sample:
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Variables
Variables
ID38 Variables
Variable W: Enter Minimum Number of Hours Tech Dispatched to be notified of (decimals OK)
Variable X: Enter Maximum Number of Hours Tech Dispatched to be notified of (decimals OK)
Variable Y: Enter Branch Number(s) to trigger on, separate by comma, or leave blank for ALL
ID39 Variables:
Variable W: Enter Quantity of Hours Tech Dispatched to be notified of (decimals OK)
Variable Y: Enter Branch Number(s) to trigger on, separate by comma, or leave blank for ALL
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Alert Functionality
Alert Functionality
1. Notifies when technician has been dispatched to call but is not marked as 'Arrived' by the number of hours set in Variable W.
2. ID38 will continue to notify every 15 minutes until technician has been marked as 'Arrived' or until the threshold set in Variable X has been met.
Technican MUST be marked as 'Arrived' in order for alert to see that technician is no longer dispatched. 'Arrived' status can be verified via the Service Call Notes:
3. ID39 will continue to notify every 15 minutes until technician has been marked as 'Arrived'.
4. e-Automate automatically sets the 'Arrival Time' on the call the same as the 'Dispatched Time' until the technician is manually marked as 'Arrived'. Once the technician is marked as 'Arrived', e-Automate overwrites the original time stamp to the actual arrival time.
5. There is no option to customize the subject line.
6. Does NOT consider your service hours, so will count hours based on dispatched time regardless of whether your service hours show you as closed for the day or at end of work day.
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Best Practices & Tips
Best Practices & Tips
1. Use ID38 for escalation to technician manager after notifying technician via ID1.
2. If needed, use ID39 for a second escalation to VP of Service, for example, or anyone else who may need to be notified if tech not arrived by threshold set on ID38.
3. If technician is dispatched while on-site at customer location, they will need to mark themselves as 'Arrived' as soon as they are dispatched to update the time stamp.
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Related Alerts
Related Alerts
ID1 - Call Dispatched (Not Arrived) Between W & X Hours Overview & Sample
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