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How to Setup an Alert for Recall Escalation

This article will explain how to setup MET/TEAM email alerting for recall escalation, which allows managers to receive emails of their employee's due assets. Setting this up can be particularly useful to facilitate notifying managers when assets become overdue for calibration.

In order to follow this correctly, the article assumes that all applicable people are represented in MET/TEAM with a contact record, and that if they are directly responsible for assets, their contact record is associated with the respective customer facilities. If this has not been done and you have not yet set up a general recall email alert, please follow How to Setup an Alert for Recall first.

Setting up a recall escalation alert requires contacts to be arranged in a manager-employee hierarchy. To do this, you need to add managers to contact records. In the following example, I will be associating the manager, B. Bossman, to the subordinate, A. Associate.

1) Go to Setup -> Contacts.

2) Find the associate's contact record.

3) In the Manager field, click the ellipsis, find the manager contact, and select it.

These three steps should be repeated to build the required set of relationships such that, for every manager that needs an escalation email, all subordinate contacts are associated with that manager. Note that managers can also have managers, which will allow you to escalate further up the chain of command.

Before we begin with creating the escalation alert record, consider the following definitions:

  • Level 0 contact: A person that is directly responsible for assets. These contacts are recipients of the general recall report, which typically have a date range extending to one month from now.
  • Level 1 contact: A manager of a level 0 contact. These managers receive a recall escalation report that shows overdue assets for their employees.
  • Level 2 contact: A manager of a level 1 contact. These contacts are recipients of their escalation email alert. The date range for their report's asset selection criteria is more stringent than for level 1 contacts (14 days or more).

An escalation alert needs to be set up for every managerial level. Note that level 0 is not a managerial level; the normal recall alert will already send emails to this level by default. To set up an escalation alert:

1) Go to Reporting -> Alerting Schedules.

2) Click Add in the alert find screen.

3) Set up the alert as shown below. Note that the Report Name field must contain a report that supports escalation. Currently, the only default report that does is "Recall-Alerting-FCL-w-level.rpt"

4) Click Save

5) Click the Alert Parameter Sheet ellipsis. Fill it out according to the desired target level, and save the parameters. The below screenshot shows a typical setup for a level 1 escalation report.

6) Click the Data Check ellipsis and select 'Runnable - Recall Report w Level'. This data check builds the list of contacts that belong to the desired escalation level and adds them to the alert automatically right before executing the report. This means you do not have to manually enter any names into the alert's Contacts grid, since the data check will do it for you.

6) Click the schedule add button and choose when this report should be sent.

Once that has been finished, the escalation alert is complete, and will run according to the displayed "Next Run" time. This alert only sends emails to contacts that belong to the level specified in the Alert Parameter Sheet window. You will need to create additional alerts to send escalation reports to contacts of different levels.

If you want your main recall report to automatically generate the list of contacts, please see How to Automatically Generate Recall Alert Contacts.

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