Using the Service Call Monitor to Trigger Rocketship Workflows

Using the Service Call Monitor to Trigger Rocketship Workflows

The Service Call Monitor allows you to trigger Rocketship Workflows based on conditions related to a service call. This is especially helpful for scenarios like flagging overdue appointments or taking action on service calls that are running long.

Supported Conditions

Rocketship supports the following Service Call Monitor conditions:

  • Overdue – The appointment start time has passed, but it hasn’t been started.
  • Overtime – The appointment has started but is taking longer than expected.
  • Coming Due – The appointment hasn’t started yet, and its start time is approaching.

Supported Appointment Types

Triggers work with the following types of service calls:

  • Next Steps (flex appointments)
  • Fixed Appointments
  • Imported Service Calls

How to Enable It

By default, the Service Call Monitor is disabled. To enable it:

Rocketship Admin Portal → Scheduling → Service Call Monitor

Where to View Activity Logs

You can review what the Service Call Monitor has triggered here:

Rocketship Admin Portal → Reports → Service Call Monitor Logs

What Happens When a Condition is Met

When a trigger condition is met:

  1. A log entry is created in the Service Call Monitor Logs.
  2. The linked Rocketship Workflow is executed.

Note: If the Workflow does not include any actions, then nothing else will happen. But if you want, the Workflow can do things like:

  • Change the ticket status
  • Close the ticket
  • Trigger outbound webhooks (e.g., to Zapier, Teams, etc.)

Tips

  • Use this feature to improve scheduling visibility and SLA compliance.
  • Pair this with SmartWorkQ for even more dynamic ticket management.

Let us know if you need help configuring your Workflow logic.

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