When a 24-hour callout is raised, the system checks whether the order is linked to business-critical equipment. If the order is placed on a Friday or Saturday, the system will ask if the visit needs to be attended over the weekend. This prompt ensures that essential work is not delayed until the next working day.
If you select Yes, the system automatically changes the callout type to emergency.
This change updates the contractor’s notification email, which will then display the callout as a 3/4-hour emergency rather than a standard 24-hour callout.
📌Note: This behaviour is linked to the configuration setting that allows 24-hour callouts on business-critical equipment to be treated as emergencies at weekends. You can review this setting here: Enable 24-hour callouts to be attended during the weekend.
For more details on how attendance fees are calculated when callouts are escalated, see: How attendance fees are calculated.