Shortcut Overview of Common Process Set Up

Common Practice 

Auto Respond when possible, Auto Process based on business needs- 

Typical Scenario 

Tickets from the One Call are sent to Utilisphere and Auto Process by Registration Code or assign by Responsibility Area/Facility Area. 

These tickets are placed into a Folder and a locator works from that Folder.  

*NOTIFICATIONS tell someone there are actions required. Folders also assists in tracking productivity and volume. You can customize how and when the system sends notifications by selecting the event, message content, where the notification should be sent, and the delivery schedule. 

When a Ticket comes in, set up a TICKET NOTIFICATION -- This is where the magic happens and triggers action

• Ticket Received Notifications-lets you know when a ticket is received (you select conditions)
• Put in Folder Notifications -lets Personnel of that FOLDER know a ticket is in the folder and should be reviewed
• Ticket Assigned Notifications- Notifies the recipient they have been assigned a ticket 

**IMPORTANT TO UNDERSTAND -Assigning a ticket does NOT notify the person or company that you assigned it

To Begin from scratch

Add the Map Definition to create the Responsibility Area/Facility Area 

*You can also process by the CDC (Member code/Registration Code)

Add a USER

Set up a Folder to sent the tickets to (Name the folder by area, locator, responsibility/facility area) 

Add a GROUP - this is where you determine the permissions for the users that are added to this group - users can be in multiple groups as well

Here you will associate the USER to the GROUP and the Personnel for the Folder 

Then: 

Decide what view you would like the user to see when they login - 

 *Set up FILTERS

 *Set up SCREEN

Here you will determine what GROUP is associated to a FILTER or SCREEN or both

Once you have these basic steps, it is time to make the system process the tickets to the FOLDER by the Responsibility Area/Facility Area or Registration Code (KEYWORDS too)

Go to Ticket Management>Auto-Processing>Determine what you want. Example is Auto Folder Placement by Registration Codes and All Tickets

* the system will always process in this order--- Auto Response, Auto Folder Placement, Auto Assignment

Now, set up the Notification that the ticket is there - Action Trigger

Ticket Notification>Ticket Put in Folder Notification