Escalation Profile Viewer

Escalation Profiles should include standard actions that you want implemented for web logs or work orders.

Work Orders:
When an Escalation Profile is attached to a Site Equipment record, the alarms and or notifications in the profile will automatically be attached to work orders created for that equipment. The Escalation Profile attached to the Site Equipment’s Main tab will default to Work Orders created in New Call. The Escalation Profile attached to the Equipment’s PM Schedule tab will default to PM's generated by the system.

See Escalation Status for a list of the work order escalation statuses and their priorities.

Web Logs:
Web Logs can be generated from FMAnywhere, the Client Web Interface, and TechAnywhere. An Escalation Profile may be attached to a Web Log via a registry setting since Web Logs are not associated with a specific piece of equipment.

Escalation management can also sense and trigger events based on Web Log changes (e.g., to Cancelled or Duplicate), allowing the user to define escalation profile rules to send email notifications automatically. The Web Log event may also be set to notify the requester (Web User) by creating a Notification Category with the Source set to Web User. This Notification Category could then be referenced in an Escalation Profile for Web Logs so that appropriate notifications could be sent to the Web User's Email address.

A Web Log's scheduled events are also re-evaluated when it is used to created a work order in New Call (via SAMPro or TechAnywhere) and the Web Log's status is changed from unacknowledged to acknowledged.

Examples:

Send an e-mail to a technician when a work order is assigned to him, display an alarm if a work order fails to be completed within 24 hours.

May also be used to schedule Report Customer Statements to be automatically emailed to Clients.

Usage:

Referenced by: Client Site Equipment: header screen for Service Work Orders, PM Tab for PM Work Orders.

Important Note: The Escalation Status will only be set if at least one Escalation Profile exists (even if it is not used). This is by design since the lack of a profile should make the WO Escalation Status irrelevant, therefore Escalation Manager processing is disabled. If your users want the Escalation Status to have meaning, they can add a test profile with at least one profile line. That will ensure that Escalation Manager does its work even though there won't be any profiles in the WO records.

Important Fields: Upper Section

Escalation Profile Name:
Optional but highly recommended. It may describe what type of contract or equipment this profile should be attached to, or summarize the alarms/notifications included in the profile. The Description field in the event generated by this profile will default from this name.

Obsolete
By default, this field not checked. If it is checked, the record is considered Obsolete. Click Obsolete for details on this field.

Note that although validation logic denies direct entry of obsolete record Ids, the Escalation Manager will continue to use obsolete Escalation Profiles if they are attached to work orders / web logs. When you check the Obsolete field, the following message box will be displayed:

"You have elected to obsolete this record. Would you like to see existing references to this record?"

If you click Yes, the system will display a viewer that provides click-through access to all tables referencing this record. It is strongly recommended that you edit active Client Sites / Equipment to replace Obsolete Escalation Profiles.

Security Id:
If multiple location security is implemented, this informational field displays the Security Id of the local user that created this record. If multiple location security is not implemented on your system, or if this record was created by a global user, this field will be blank.

Important Fields: Lower Section

Each line in this section defines a distinct alarm or notification. You may define as many lines as needed for each Profile.

Source:
There are two choices for this required field: weblog or workorder. If you choose weblog, alarms and notifications will only be scheduled for web log records. When a web log is converted to a work order, any outstanding alarms/notifications will for that web log will be canceled. If you choose workorder, alarms and notifications will only pertain to WorkOrders. Workorder and weblog Sources should not be included together in the same Escalation Profile. An Escalation Profile designed for weblogs should contain only entries with ‘weblog’ as their Source. An Escalation Profile designed for work orders should contain only entries with ‘workorder’ as their Source.

Action Type:
There are currently three valid action types for scheduled events: notification, alarm and sql.

Notifications occur when a status change takes place or at a set time after the status change takes place. For non-technician based events, note that a change in the escalation status of the work order – not the individual technician lines – is what is being evaluated.

An e-mail is sent to a technician when a work order is assigned to him
A fax is sent to a customer an hour after a work order is completed

A message appears on the Alarm board when a work order’s escalation status fails to go active within two hours
An e-mail is sent to a CSR when a work order fails to be completed within 24 hours.
An e-mail is sent to the dispatcher if a web log remains unacknowledged for three hours.

An alarm is automatically cancelled if the action that it was waiting for occurs. In the first example, the alarm would be cancelled when the work order did go active within two hours. In the second example, the alarm would be cancelled if the work order were in fact completed within 24 hours.

SQL events are used to update the work order in certain specific cases. For example, it may be used to add a new Technician Line for the Billing Clerk when the Work Order is Completed. Please contact your support representative for details in implementing this functionality.

Notify Id:
This field defines who should receive the alarm or notification. The Notification Category record may refer to a specific individual (e.g., a dispatcher) or reference the e-mail address in the Client, Client Site, Technician or Vendor record.

If a Notification Category with the Source 'Work Order' is selected, the Work Order's Email Address field will be used when generating Email Notifications/Alarms.

For Technician notifications, if the No Escalation field is flagged in the Technician record, scheduled events will not be generated be generated for that Technician when he is added to the work order. Typically this would be implemented for Billing Clerks and other internal personnel assigned to a work order.

Status From: Status To:
These fields refer to the Escalation Status of the web log or work order. The To and From statuses are used by the Scheduled Event manager to determine if a notification should be sent or an alarm triggered or cancelled.

When a web log is created, the system will generate an immediate notification for web logs going from any to new if the time field is not set.

If a web log’s status is changed within the web log viewer, escalation events for that web log will be evaluated and the event set to Pending if applicable. For example, if the user accesses a web log and manually sets it to Duplicate, any scheduled events associated with it being set to duplicate will be set to Pending, and will then be triggered and executed.

If a web log’s status is changed in any other way (i.e., when a web log is escalated from new to unacknowledged by the Scheduled Event Manager), the web log’s scheduled events will not be reevaluated, and will not be set to Pending from OnHold.

'Any' is a special case and it means just what is says - ANY, as in any other status.

Important Note Contingent Alarms: Never set the Status From on Contingent Alarms to ‘Any’. If you do so, these events will be put OnHold and never released.

Notifications with TIME are set to on-hold until the TO status is reached. Then the system sets it to Pending.

Notification from: Any to Waiting Parts time: 1min ^wrkordr_id^ is in need of parts.

This will be set in the escalation manager on HOLD until the work order is set to waiting parts.

Contingent:
The Contingent flag is only used for Alarms. If it is checked, the alarm will initially be created with a status of OnHold. Contingent events will not be set to Pending (so that the Scheduled Events Manager can "release" them) until the Escalation Status of the Work Order/Web Log matches the Status From field. This feature is designed to limit the number of alarms released to the system.

Important Note on Contingent Alarms: Never set the Status From on Contingent Alarms to ‘Any’. If you do so, these events will be put OnHold and never released.

The 5 day timer starts ticking when the work order is set to Completed. If it goes to Invoice Ready before 5 days the event is canceled.

Basically, this event sits On Hold until the WO's status becomes WaitCustApprvl. Once that happens, the event's status becomes Pending and the clock starts ticking. If the WO's status doesn't change to ANYthing else within 10 days, then the event is triggered and executed.

Time Base
This field can be set to Scheduled or Creation (profiles created before this field were added will be set to Scheduled). If the field is set to Scheduled, time calculations will be based on when the work order is scheduled, or when it changed status (for example, send an email to the customer 5 minutes after the work order is completed). If this field is set to Created, times are relative to the when the work order was actually generated.

Days: Hours: Minutes:
Depending upon how these fields are set, they can specify either the delay that occurs before the event occurs, or the absolute time.

Important Note: Immediate Events
If the Days, Hours and Minutes are all 0, the notification will be executed immediately regardless of the To: From: status! This option is NOT recommended: since no trigger date/time gets written into the event when the delay is missing, it may cause the event to be triggered multiple times (e.g., if a new technician is added to the work order). If you want an event to occur immediately, we strongly recommend specifying a one minute delay.

Except for the Special Case listed below, the system uses relative time when computing when an alarm or notification should occur. For example, if an alarm is to be sent when a work order is 2 hours past due, the two hour timing starts based on when the work order is schedule for service. Only one field should be completed per line unless you wish to specify Absolute Time (see below).

Notifications: these fields define the time delay (if any) between when a status changes and occurs and a notification is sent. If the Days, Hours and Minutes are all 0, the notification will be executed immediately.

Alarms: if the status change (specified by Status From and Status To fields) occurs within the length of time defined by the time fields, the alarm will be canceled. If the specified status change does not occur, the alarm will be triggered. These fields may be specified as negative integers for Alarm based events. This enables you to set alarms before the time a workorder is scheduled.

This will send the message 1 day prior to the scheduled date for starting the work order. If the work order's status changes the alarm is canceled.

Special Case: Absolute Time
If you complete the Day and the Hours or Minutes field, the event will be scheduled for an absolute time. For example, if you enter 1 in the Days field, and 1 in the Hours field, the event would occur at 1:00AM on the following day.

Disabled
When this field is flagged, this event will be ignored when scheduled events are generated for a new Weblog or Work Order. Weblogs and Work Orders created before line was flagged as disabled will not be impacted; the Scheduled Event will still be processed.

Attach Documents:
Check the Attach Documents box for any event to which you may wish to attach documents. For example, one or more documents could be attached to the initial notification of the technician (for example, a checklist of tasks saved as a fill-able PDF document).

The specific document/documents to be attached to the e-mail are selected in New Call by clicking the paperclip attachment button. When Escalation Manager runs, it will look at each scheduled e-mail event and determine if its Attach Document flag is set. If so, the selected documents will be included as an e-mail attachment.

Registry Notes
Only those documents belonging the categories specified in the Registry Entry for New Call Options will be available for selection from New Call.

Warning: Do not use the Attach Document and Function Id feature (to run a report) in the same Escalation Profile line. If you need to send a report and extra documents, create two separate escalation lines to do so.

Email Subject: Email Text: Notification Text:
The Email fields define the contents of the e-mail subject line and contents of notifications and alarms implemented via e-mail. The Notification Text is displayed in the list of scheduled events and/or the Alarm Board. In addition to text that you enter, you may also specify variables in order to include information such as the Work Order Id, Client Site Name, etc., in the Email Sub fields.

IMPORTANT: The Email Subject is limited to 128 characters. If you use Tokens to populate the line, be sure that the token replacement will not exceed 128 character or the Scheduled Event will fail. For example, the Work Performed and Work Requested fields should not be referenced in the Email Subject.

Most fields such as the record id, name, description, address, and phone numbers that are referenced in the work order header (upper) tabs can be defined as token variables. These include:

clnt (Client)
clntste (Client Site)
clntsteequpmnt (first line of the Equipment tab)
tchncn (first line of the Technician tab)
wrkordr (Work Order)
srvceaccntmngr (Service Account Manager

Fields that reference external tables not included in the above list (such as the Account Manager Id in the Client Site Record) cannot be used as tokens in this release. Please contact your Support Representative for details.

Single -line variables, and the first line of multiple-line fields (e.g., street address) are defined using the following formula:

where fieldname is replaced by the Data-Basics fieldname that appears when you position the cursor over a field in the Work Order or Web Log. Note that each variable must be preceded and followed by the caret ^ symbol.

The second and succeeding lines of multiple line fields are defined as follows: ^fieldname_2^ ^fieldname_3^ and so on.

Variable    Result
^wrkordr_id^    Displays the Work Order Id
^wkrordr_nme^  Displays the Work Order Name
^clntste_id^   Displays the Client Site Id
^clntste_nme^   Displays the Client Site Name
^clntsteeqpmnt_id^  Displays the Client Site Equipment Id
^wkrordreqpmnt_wrk_prfrmd^ Displays the Work Order Work Performed
^prchseordr_id^ Displays the Sub's Purchase Order Id that was created when the WO was generated.

^workrequestedall^ Displays the equipment id and name and the work requested of all equipment lines on the work order when this event is executed.

^workperformedall^ displays the Equipment Id, Name and Work Performed of all Equipment lines on the Work Order when this event is executed.

Work Order Id # ^wrkordr_id^ has been assigned to you for:
the ^clntsteeqpmnt_id^ in ^clntste_nme^ located at
^clntste_addrss_shp_addrss_strt^
^clntste_addrss_shp_addrss_strt_2^
^clntste_addrss_shp_addrss_cty^, ^clntste_addrss_shp_addrss_stte^
Please acknowledge this Work Order.

Work Order Id # 10039 has been assigned to you for:
the chiller1 in Doctors Med Center located at
1214 Westview Avenue
Suite 2
Chardon, OH
Please acknowledge this Work Order.

2. Create a Technician (say, Multiple) that you will assign to work orders created in New Call that require multiple equipment. Set the Web Access to Client so that when it is created the status will be set to Hold (or another appropriate status such as waitdispapprvl).

3. Your escalation profile should have at least 2 entries in addition to those normally included for this type of profile:

The first should be to raise an alarm if the work order fails to go from Hold to Waiting Service (or the appropriate statues) within, for example, 30 minutes from the time of creation. This will help ensure that the work order is not forgotten.

The second should be a notification using the ^workrequestedall^ token. The From Status should be Hold, the To status should be the status that your work orders are normally set to on creation (e.g, waiting service or unacknowledged). The time base would typically be Creation with the Minute field set to one.

4. In New Call, the dispatcher would need to assign the Multiple Equipment tech to the workorder. When the work order is created, it will be set to Hold (or waitdispapprvl).

The status of the work order will be changed, and the notification with the ^workreqestedall^ information.

Note: when you save or change the escalation profile, the system will check that your fieldname formats are correctly configured. The system will inform you if any of the fieldname variables are incorrectly specified.

Enhanced Support for Work Order Technician Token Replacement

A special token-type has been implemented for the purpose of providing access to WO Tech line data for Technician-based Notification Categories (where Source=Technician) only.

Tokens beginning with 'wrkordrtchncn:' (NOTE the colon) employ special SQL logic. The general format to use is... ^wrkordrtchncn:{database column name}^

The token for showing the WO Tech line PO Id in an email message is ^wrkordrtchncn:prchseordr_id^. Other tokens can be used to extract data from the Technician and Purchase Order records.

The token replacements ^tchncn_id^ and ^wrkordrtchncn:tchncn_id^ are NOT the same. The first returns the Tech Id for the Primary Tech as noted in the WO parent record. The second returns the Tech Id associated with individual wrkordrtchncn lines. The same applies to other tchncn fields - tchncn_nme, tchncn_phne, etc. This is all a non-issue until the WO has multiple techs.

Triggering a Report from Escalation Management

$image\magnifybutton.gif$ Click the magnify button to access the Detail view of the Escalation Profile viewer which contains Function Id and Function Parameter fields.

Function Id: Function Parameters:
These fields may be used to specify that a function run when the scheduled event defined by this line is executed. This functionality is currently implemented for work-order related reports such as the work order list. For example, it could be used to email a .pdf version of the work order to a technician when it is assigned to him. In this case, the Function Id references the report and the Parameters field specifies the parameters required to run the report.

Escalation Manager Pagination
Since reports launched by the escalation manager do not know which printer they will be sent to, the default length was being set to 60 lines per page in some cases – much too short for a portrait report. This release has been enhanced so that the scheduled report manager will look at the LinesPerPage= option in the sys-report-reportfunctionid registry setting when calculating the lines per page. Typically, somewhere between 78 and 80 lines would be appropriate for a portrait report.

Note that both Scheduled Event Manager and Scheduled Report Manager must be running in order for the report to be executed and sent.

Assume that this event is a notification that is to be sent to a technician via email when a work order is created for him.

Emailing Documents Attached After Work Order Creation

Previously, to attach SAMPro documents to an escalation profile email, you had to select the documents by category at the time of New Call creation. This would add those documents to the work order at that time, and only those documents could be attached to the notification email. In this release, you can specify which categories of documents will be attached on each individual line of the escalation profile. This allows for documents added after initial creation to be attached to the corresponding email as the work order's technician status changes.

To attach documents to escalation notifications based on pre-determined document categories listed in Function Parameters field of Escalation Profile:

The document(s) must be attached to work order prior to the specified status change to be eligible for attachment.

The Attach Document flag must be checked on child line of escalation profile. Hit the green plus sign on the top left corner of the escalation profile line to show the Function Parameters field. Set the document categories you wish to attach to the notification that is triggered by that lines status change. “Categories=” will precede a comma delimited list of valid document categories.

Tip: Double click the Category field in any document viewer in SAMPro to view a list of valid Document Categories. Custom Document Categories may be added manually and will be included if specified. ***NOTE – SAMPro generated invoices are given a category of “Invoice” (not “Invoices”) and MUST be specified as such in the escalation profile for inclusion.

Important: The document must be a filetype capable of opening via email. We recommend autosavefiletype = PDF be set in all report registries for the documents you wish to attach via escalation profile. Reports that autosave as a .dbr can only be opened in SAMPro and therefore will not open via email. Any/all pre-existing document records should be converted from .dbr to PDF before utilizing this functionality.

In the example above, any document with a category of Quote or VendorInvoice that is attached to the work order prior to that status change will be attached to the email and sent to the contact specified in the Notify Id.

Token Replacements ^date^ and ^time^ added for Escalation Events

Note that token replacements happen when the scheduled events get released for execution. That means the ^date^ and ^time^ tokens are more like date and time executed. When necessary, the Work Order’s date and time created can be extracted with the WO's ^wrkordr_dte_opnd^ and ^wrkordr_tme_opnd^ tokens.

If one or both of these fields are checked, the scheduled event manager will skip Saturdays and or Sundays when generating scheduled events. The event will be scheduled either before or after the weekend according to the following:

If a positive value is specified in the Days, Hours or Minutes field, and the event would fall on a day that should be skipped, the event will be scheduled for the first day after the last skipped day

If a negative value is specified in the Days, Hours or Minutes field, and the event would fall on a day that should be skipped, the event will be scheduled for the day before the first skipped day

We will assume that all work orders are initially set to waiting service in this example, and that our technician is assigned to a work order scheduled for next Monday. Without the weekend days being checked, the tech would receive his notification on Sunday – not too useful if he doesn’t check email on the weekend. With the Skip days checked, his notification would arrive on Friday at the time scheduled.

Special Token for Client Web Confirm Appointment Guest Logon

A new Escalation Profile token has been implemented as part of the enhancement enabling the Confirm Appointment page in the Client Web interface. The token entered into the profile should read ^confirmappointmentlink^. This token will be replaced by a web link to the guest page when the scheduled event executes; the customer will simply click this link to access the Appointment Confirmation page. See CRMAnywhere Appointment Confirmation for an overview of this functionality.

The link consists of these components: the URL from the registry entry, the guest account login from the registry, the work order id and rn, and the scheduled event id which generated the e-mail. The id, rn and event values are extracted from the link and used to 'authenticate' the incoming request. SQL statements confirm that the values make sense relative to one another. Access is denied when the link's values are not successfully authenticated.

Notify Id: clientsite (pick the Notification record pointing to the Client Site email)

Email Text: Please click on the following link to confirm or reject your appointment:

archived	credit hold	unacknowledged	work declined
waitcustapprvl	waitdispapprvl	invoicedisputed	active (do not use for tech-based escalations)
return trip	waiting parts	parts ordered	parts received
pending	checked out	scheduled	rescheduled
waiting service	quote approved	waiting quote	quote received
hold	invoice ready	invoice review	invoiceapproved
cancelled	completed	billed	no bill
Parts Backorder (V9.1+)	Parts Issue (V9.1+)	Parts Shipped (V9.1+)	Wait Tracking (V9.1+)
wait paperwork	tech declined	parts pickup	Over Budget (V 9.0+)
Manager Review (V 9.0+)
any (this is not an escalation status but is used to mean any other status)