This alert calculates for a work order the time elapsed since the last status change and based on that time, will escalate the work order by notifying (email) one or more employees. This alert does require the following configuration of EAM screens:
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Service Codes (Problem Codes) - User Defined Number 05 is used to record the SLA time allowed before escalation is required. Define this value in minutes, hours, or days. After you made a choice for one service problem code with respect to the unit of measure (minutes, hours, or days) make sure all other service problem codes are entered based on that same UOM. The alert is not designed to convert each service problem code individually.
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Employees - User Defined Field 30 is used to record the escalation level. Level 1 could be used to associate line managers, Level 2 for the higher up regional managers, etc. There is no constraint on the number of levels configured here. There is also no constraint on the identification of the levels. Level 1, Level 2 is merely an example.
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The Alert Management job must be activated on the Job Setup screen so that the alert will run.
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The Email job must be activated on the Job Setup screen so that the resulting email will be sent. The SMTPSEND and SMTPSERV install parameters need to be populated as well.
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The alert grid parameter EscalationLevel should be populated, on Grid Parameters tab for Alert Management, with the escalation level populated in in User Defined Field 30 of the employee(s) to be emailed (see Alert Parameters section for all parameters and their default values).
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For each subsequent escalation level that is required you must copy the delivered Work Order Status Escalation alert and populate the EscalationLevel grid parameter with the subsequent escalation level. In other words, if the customer has 3 escalation levels, then a total of 3 Work Order Status Escalation alerts must exist, each with a unique escalation level defined for the EscalationLevel grid parameter.
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Select the Active checkbox on the Work Order Status Escalation alert, select Next Evaluation Date and save.