Medical Emergency Keyword Message

Medical Emergency Keyword Message

When certain keywords are entered into the Service Job Comments and saved, the below alert/prompt message is displayed:
 
ALERT: Your notes indicate this may be a high-risk job. If so, please update the service order severity to MEDICAL EMERGENCY.
 
This alert/prompt advises that if appropriate, the service order severity should be changed to Medical Emergency. This prompt will display on all ServiceBench screens until the severity is changed to Medical Emergency.
 
  1. If a Service Professional adds Service Job Comments that contain a medical emergency keyword, the alert/prompt will not be displayed in the Service Provider Portal.
    1. The alert/prompt will appear internally when the Service Order/Job is opened.
  2. When an agent updates the severity to Medical Emergency on the Edit/Review Service Order screen, the alert/prompt will disappear, and a Medical Emergency icon will display on all screens with the exception of the Edit/View Service Order (the severity field is located on this screen).
    1. On the CEC screen, it is located next to the Service Job ID in the Product Details section.
    2. On other screens, it appears next to the Service Job ID in the General Information section.
  3. If the Service Order severity is set to Medical Emergency and the Medical Emergency icon is displayed, it will be visible on all Service Jobs associated with that Service Order.
    1. For example: if a Service Job displaying the Medical Emergency icon is reassigned, the reassigned job will also display the icon.
  4. A Priority Medical Exception is created automatically on the Exceptions tab of the Service Job in an Open status.
    1. If a Priority Medical Exception already exists (in Open or In Progress status), another will not be created.
    2. A Priority Medical Exception is not created when the Service Job is Cancelled, Completed, or in a Reassigned status, as those jobs can no longer be updated/worked.
    3. Always check the Exception tab to ensure the Priority Medical Exception is created when the severity is set to Medical Emergency.


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