Path: Admin > Notification & Escalation
The Individual Notification & Escalation option applies to specific Work Orders, and consequently includes more criteria than the Group option. Individual is the default setting. Use this option to monitor critical Work Orders and follow up with notices to both supervisory personnel and Technicians to assure prompt completion of the work.
Once notifications are established, the Repair Center / Notification Tab displays a list of notifications set up for each Repair Center including the current priority and date range.
General Information Section
In addition to the required fields, the General Information Section also includes a number of other options.
Use the Source field to filter for Source System information on the Work Order. You can select from the following drop-down.
The Escalate to Work Not Done check box is used to force the job to expire. If a Work Order meets the criteria, the Work Order is marked as Work Not Done, and the Work Order is closed. The rules of this window require an entry on the Email Tab in order for this action to occur even if no message is needed.
When the Require Acknowledgement check box is marked, the Technician who receives the "escalated" notice must select the Acknowledge link on the Work Order Action Menu to communicate that he or she has received the notice. This creates a trail of accountability. If the Ending Action in the Selection Section is also marked as Acknowledge, the system does not send further escalation notices. If the Ending Action is Task Scheduled, the Email Sched Tech check box is disabled and cleared.
If the Time Sensitive check box is marked in the General Information Section, the escalation is active only during the days and time specified in the Time Section grid.
Selection Section
The Beginning Range in the Selection Section determines the Date that starts the countdown to the Expiration set in the General Information Section. The Ending Action indicates the action that accomplishes the goal.
Note that selections in the Beginning Range can limit the Ending Action. For example, if you select Task Finished, the only Ending Action is Task Closed or WO Closed. If you mark Task Closed as the Beginning Range option, the only Ending Action is WO Closed.
Email Information Section
Use the CC... field to add more email addresses of interested parties.
Although you can type a custom message in the Append to Email text box, you can also use the Email Tab to create a message with keywords that automatically customize the message with many details such as the Status, Task Code, and Item Description.
Checks and updates are built into the WebTMA Email service and are run every time the Email service polls the database.
Time Section
When the Time Sensitive check box is marked in the General Information Section, the escalation is active only during the days and hours you specify in this Section. Click the Add Time link on the Time Section grid to open the Time Entry flyout and select the Start Time, End Time, and days of the week that Notification & Escalation is active.
Comments Section
If needed, you can add an explanation about the notices in the Comments Section.
Notification & Escalation Email Tab
Use the Email Tab to create text and format for the notification email messages that are sent out. The Insert Keyword functionality is described in How to Add Custom Email Responses. The Keyword definitions for the Notification & Escalation / Email Tab are listed below:
| KEYWORD | DEFINITION |
|---|---|
| Building Address | The address where work is performed |
| Full Task | Concatenation of Task Code and Task Description |
| General Comments | Technician comments about the work |
| Item Code | ID number of item shown on WO |
| Item Description | Description of item needing work |
| Item Type | Type designated for item |
| Location Info (Code - Name) | Code and Name to identify work location |
| Phone # | Requestor's phone number shown on WO |
| Priority Description | Name of the Priority |
| Request | Request on the WO |
| Request Date | Date request was made |
| Requestor | Name of person requesting work as shown on WO |
| Scheduled Tech | Name of the Tech scheduled for the work |
| SOP | Standard Operating Procedures for the work |
| Status | Work Order status |
| Task Code | Task Code of assigned work on WO |
| Task Desc | Full description of task to be performed |
| Task Type Description | Full description of the Task Type |
| WO Type Description | Assigned Work Order Type on WO |
| Work Order # | Assigned Work Order number |
How to Add Individual Notification & Escalation
Use the default Individual setting to monitor critical Work Orders and follow up with notices to both supervisory personnel and Technicians to assure prompt completion of the work. If an action is not taken before the number of minutes, days, weeks, or months added to the Expiration field, a reminder email is sent. If appropriate action is taken before the Expiration, no reminder is sent.
From the Notification & Escalation window in Add mode:
- Complete the required fields.
- Complete as many elective fields as needed.
- (Optional) Select in Escalate to Priority the next level to raise a missed Expiration.
- Mark the desired Email recipients' check boxes. At least one email check box must be marked, or messages will not be sent. If needed, look to the Email Information Section and type additional email addresses in the CC... field to notify others.
- (Optional) Enter a message in the Append to Email text box.
- Choose the desired Beginning Range and Ending Action buttons in the Selection Section.
- (Optional) Mark the Time Sensitive check box in the General Information Section and choose the Add Item link to indicate the days and times the escalation is active.
- Select Save on the WebTMA toolbar.
NOTE: The default Transaction Type is Work Order. If your organization uses the optional Keys module, you can select Key Adjustment to send notices to any interested parties and to the Key Holder to remind them that Keys must be returned. When this Transaction Type is selected, the window displays a limited number of options, but you can set an Expiration and specify the email addresses of all parties.