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To manage your facilities more efficiently and capture the most impactful issues that need to be addressed, you can configure business rules that — if met — trigger Critical Alert emails. You may want to be aware of situations that are beyond normal and require prompt action, such as the only oven in a restaurant kitchen being out of order for too long or a security system that broke down twice in one week.
You may create a matrix of business rules that send email notifications to the desired people in case of work order-related events that you consider critical. This allows you to escalate issues faster, without having to dispatch a special request to responsible employees.
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If Should you want to enable Critical Alerts, contact your CSM, and work with them to configure your matrix of business rules. |
Below are a few examples of events for which you may set up Critical Alerts:
- Work orders belonging to a specific trade that stay in the Open status for too long
- Emergency service requests created for equipment that is critical for the operation of your business
- High number of work orders submitted for a particular asset within the specified time period, which may mean the equipment needs replacement
- Overdue service requests that are assigned the highest priority
- A host of work orders sent to a specific provider that are incomplete or waiting for parts for an unreasonably long time
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Business rules for dispatching alerts are highly customizable. When creating a matrix of rules for your company with your CSM, you can configure the following for each rule:
- Email notification parameters:
- Custom email subject and alert message. You may add an attachment to the email if needed.
- Email recipients — employees, providers, or any other people you want to notify. You can include individuals listed in particular Location Note Headers (LNHs).
- Time period relative to the current date for which the rule conditions are checked
- Frequency of sending alerts (no more than once an hour)
- Maximum number of alerts for a triggered condition to be dispatched
- Time period after which alerts for a triggered condition expire
- Date when you may want to disable the rule
- Requirement for a provider to acknowledge an alert. You can add a custom message for a provider to show on the acknowledgement acknowledgment form.
- Rule conditions that — if met — trigger alerts:
Work order properties
Expand title Click here to expand a full list of parameters. - Status (Open and/or In Progress) and extended status
- Trade
- Category
- Priority
- Scheduled date
- Assigned provider
- Asset
- Asset type
- Label
- Weather type
- Caller
- Problem code
- Problem type
- Area
Locations to apply the rule to
Expand title Click here to view location parameters. - Location note headers (LNHs)
- Location ID
- Store ID
- Location name
- Address
- Opening and closing date
Areas where the rule should be valid
Expand title Click here for details. - Regions
- Districts
- Cities
- States
- Countries
Customizable filters (not limited to the listed below):
- Minimum number of work orders submitted for a single location
- Time period during which the service request has been in a specific status
- NTE less than or greater than the amount you specify
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The above information is provided only for your reference. Contact your CSM to set up your business rules that trigger Critical Alerts. |
As soon as your CSM completes setting up Critical Alerts for your company, those people whose emails you specify will start getting real-time notifications about events that you think require immediate escalation.
Configuring Rules That Trigger the Provider Auto-reassignment on Work Orders
To have better control over the dispatched work orders, subscribers can set up auto-reassignment rules. These are additional rules for Critical Alerts that, if met, will trigger automatic reassignment of a work order to another provider.
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Contact your ServiceChannel representative to configure additional rules within the Critical Alerts functionality. |
- Set one or both rules to trigger a work order reassignment:
- A work order is in the Open status with no confirmation from a provider.
- A work order is in any Open or In Progress status, and there are no more actions taken by a provider within a certain period of time.
For both rules, you need to specify the number of hours a work order can be in the current state before being reassigned.
- If needed, indicate the work order categories that will not be subject to reassignment.
- Specify the order in which providers will be reassigned:
- Sequential. You do not need to specify any rankings because it follows the provider ranks you have already set for the specified location and trade.
- Custom. You can set another ranking unlike the sequential. The maximum is 100 providers.
- When the list of providers, either sequential or custom, reaches its end, you can choose to receive a notification email prompting you to reassign a work order to another provider manually.
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The rules set will affect previously created work orders if all conditions are met. |
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