You might want the sales rep on an account to be notified when a call is opened with a call type of "Machine Down". This alert will advise you when a call of Call Type Category W, Call Type X, Priority Y, Bill Code Z is opened or SLA Code. If a call is opened with another Category or Type and is later changed to match, the alert will trigger on the call at that time. See ID507 for an alert that triggers when calls are closed.
