Create business rules

Use this option to assign orders to a specific respondent. When assigned, the order will be placed in the respondent's 'my work' in HotSOS Mobile. There will be no audible alert sent.

1. Click Parameters tab.

2. In Assign to Person field, select name from list.

3. Click

Use this option to assign orders to a specific team. For example, send engineering related orders to the Engineering Team. Orders will be put in Team Workspace.

1. Click Parameters tab.
2. Select the Team from the list.
3. Select Direct to Team checkbox to send an audible alert to team members on duty.
4. Click .

If an order, such as a guest order, requires a follow up call this rule automatically closes the order.

1. Click Parameters tab.

2. Enter time to elapse.

3. Click

Within the defined time, orders meeting the criteria will be automatically completed.

1. Click Parameters tab.

2. Enter time to elapse.

3. Click

Use this effectively to change the priority originally assigned to an issue to increase its importance or urgency for the respondent.

1. Click Parameters tab.

2. Select the priority to be set.

3. Click

You can change an issue’s priority from 3 to 1, but you cannot change priority 1 to priority 3.

If you have teams that perform similar duties, use this business rule to change the trade so orders are dispatched to the appropriate team. For example, both Public Area Attendant and Convention Services Porters, perform housekeeping tasks, but in different locations. Use Change Its Trade to get the orders to the right team.

1. Click Parameters tab.

2. Select the new trade from the list.

3. Click

Defer to a specific date and time or Delay for the number of hours or minutes specified. Once the time has elapsed the system processes the order.

1. Click Parameters tab.

2. Select Defer and enter time (24-hour clock), and/or select a day of week.

3. Select Delay and enter the number of hours and/or minutes to delay the order.

4. Click

Send orders to a specific staff member, or defined team, or device.

1. Click Parameters tab

2. Select Team, Device, or Person.

• Team - enter the name of the team. Any member of a team who is on duty receives an alert that a new order has been received. If defined, you can select cluster teams.

• Device - select a device defined in Personnel.

• Person - send to a specific person.

While you can select more than one option, doing so may mean multiple notifications sent to one team member.

3. Click the Requester toggle to include the person reporting the issue in the notifications.

4. Select Repeat Times and enter the number of times to resend the order.

5. Select Repeat Every and enter number of hours/minutes to elapse before the order is resent.

Use the repeat option thoughtfully. A notification sent too many times or too often may cease to be effective.

3. Repeat Until. This works in conjunction with one of the repeat options. Select the action to occur to stop the repeat cycle, start, stop, complete, or assign.

4. Click

Let nothing fall through the cracks. Use this option to route orders to another person or team if an action isn't taken within the specified time frame.

For example, if a guest related order is not started within 12 minutes, escalate to a specific team or person.

1. In the Event field, select Started, Completed, or Follow up done.
2. Set the Days, Hours, or Minutes when the rule should be triggered.
3. Click
4. Click Parameters tab.
5. Select the Team, Device, and/or Person you want to send escalation notifications.
6. Select the Requestor checkbox to send a notification to the person reporting the issue.

7. Select Repeat Times and enter the number of times to resend the order.

8. Select Repeat Every and enter number of hours/minutes to elapse to resend the order.

Use the repeat option thoughtfully. A notification sent too many times or too often may cease to be effective.

Create another order when conditions have been met and the order has been, created, started, stopped, completed, or follow up done.

Keep staff and management informed on progress of critical orders by sending notification based on an occurrence of one or more order events, such as created, started, stopped, memo added, priority changed, and so forth.

Another way to exceed guest expectations. Follow up guest requests or resolved issues with a phone call to engage the guest and ensure they are satisfied with service they received. And if not? This gives the agent an opportunity to immediately address the guest's concerns and provide recovery.

1. Click Parameters tab.
2. Enter the time to pass before the follow up is flagged.
3. Select the Event from the drop-down list that must not occur for the timer to begin.

Only use this option if an order has already been assigned to a person.

Click the field and choose a name from the list.

This requires an interface with a Property Management System (PMS).

Select the options you want to apply to this business rule.

Room/Eq - select a single room or piece of equipment.

Area - select an area.

Trade - select a single trade.

Trade group - select a trade group.

Issue - select a single issue.

Issue Type - select one of the issue types from the list.

If you don't choose any conditions the business rule will apply to all orders created.

Select the checkbox to clear a priority and exclude it from being processed by the business rule.

Select the checkbox to clear a requestor and exclude it from being processed by the business rule.

Click to toggle on or off. For example, keep the Follow up Parameter toggled on, and then click Work with Not Guest Related to turn off that option.

This feature requires integration with a Property Management System (PMS).

Click the checkbox to select and/or clear the days the business rule is to be active.

If this rule needs to have limited active hours, click to toggle off All Time and then enter the From Hours and Minutes and the To Hours and Minutes.

A business rule cannot cross midnight. When you need a business rule that covers a shift from 11:00 PM until 7:00 AM, you will need to create two duplicate business rules, one with time set from 11:00 PM to 11:59 PM and one from 12:00 AM to 7:00 AM.

Click to save.