In this article, you will learn how Auto Process Override Rules function within the overall ticket processing workflow in UtiliSphere, including processing order, ticket update behavior, and recent enhancements to improve ticket handling accuracy.

To access this feature, go to:
Utilisphere > System Management > Administration > Ticket Management > Auto-Processing

• Auto Process Override Rules are applied before all other auto-processing rules, including Auto Response, Auto Folder Placement, and Auto Assignment.
• When an override rule is triggered, no additional processing rules will be applied to that ticket.
• Ticket processing follows a defined order:
  1. Auto Process Apply Recommendation Schedules
  2. Auto Process Override Rules
  3. Auto Response
  4. Auto Folder Placement
  5. Auto Assignment
• Processing behavior may be impacted by configuration settings such as category priority, exclusion conditions, and rule criteria.
• Some one call centers use In Reference tickets, but not all centers support or send them.
• Auto Process Override Rules can be configured to automatically close an updated ticket using a selected response.
• The New Ticket section of the Ticket Version Update Rule includes an option to automatically close the new ticket when its folder and locator assignments are copied forward
•  Administrators can select the response used to close the new ticket from the existing configured response list.
• When the automatic closure option is not selected, the updated ticket continues to be processed without automatically closing.

• Manual Override for Exception-Based Ticket Processing: Override standard automation when a ticket requires strict or exception-based handling, ensuring precise control over processing outcomes
• Stop Rule Execution to Prevent Unintended Actions: Prevent unintended responses, assignments, or folder placement by stopping downstream rules when specific criteria are met
• Enhance Accuracy for Complex Ticket Updates and Conditions: Improve ticket handling accuracy when working with ticket updates, cancel scenarios, or complex rule conditions
• Automatically close updated tickets: Configure an override rule to close an updated ticket while also applying the assignments configured by the rule.
• Apply a specific response when closing: Select the response that should be applied when the updated ticket is automatically closed.
• Automatically close new tickets during ticket version updates: Configure the New Ticket section of the Ticket Version Update Rule to automatically close the new ticket when its folder and locator assignments are copied forward.
• Choose the response used for automatic closure: Select the response that will be applied when the new ticket is automatically closed from the existing configured response list.

Automatically Close the New Ticket

In the New Ticket section of the Ticket Version Update Rule, administrators can configure the new ticket to automatically close when its folder and locator assignments are copied forward.

To configure this option:

1. Go to Auto Process Override Rules and select Configure Ticket Version Update Rule.
   
   
2. Locate the New Ticket section.
3. Enable the option to automatically close the new ticket.
   
4. Select the response to use from the existing configured response list.
   
5. Save the Ticket Version Update Rule.

Note: When enabled, the new ticket is closed at the same time its folder and locator assignments are copied forward.

Q: Why are my Auto Response or Assignment rules not applying?
A: If an Auto Process Override Rule is triggered, it will prevent all other processing rules from running.

Q: Why are older ticket versions no longer closing automatically?
A: Recent updates changed how ticket versions are handled to prevent unintended closures. Older tickets now remain open unless explicitly matched by rules.

Q: How do I verify which rule processed a ticket?
A: Review the ticket history and processing logs to identify which auto process rule was applied.

Q: Can an Auto Process Override Rule automatically close an updated ticket?

A: Yes. You can configure the rule to automatically close an updated ticket and apply the response selected in the rule.

Q: What happens if I don't select the option to close the updated ticket?

A: The override rule can still process the updated ticket according to its configured settings, but the ticket will not automatically close.

Q: Which response is used when an updated ticket is automatically closed?

A: The response selected in the Auto Process Override Rule is applied when the updated ticket is automatically closed.