Use Screener mode to limit users to working only on open tickets sorted by earliest due time.
In Screener mode, the Ticket Summary page is replaced by the Screen Tickets page which shows the ticket details for each open ticket. After working on the ticket, the system automatically shows the next ticket with the earliest due time. If your company uses Smart Scores, they can be used as the sort order. The Screen Tickets page also allows users to use filters and search by ticket ID.
To limit users to Screener mode's ticket actions, put users' groups in Screener mode. Users' non-ticket actions are unaffected. For example, if an administrative group is put in Screener mode, its users' administrative actions are unchanged.
- If you don't have Screener Mode, contact your company administrator
- If you have Screener Mode and want to turn it on for different groups, see Groups > Screener Mode
- On the top menu bar, click System Management (
) > Administration tab > Ticket Management > Screening On the Screening Setup page, choose groups and sort order:
2a: Groups- Screen Tickets page replaces Ticket Summary page
- Users can only work on open tickets in order of earliest due time (Smart Scores can be used for sort order instead of due time. See 2b, Sort Order
- Ticket filters and searching by ticket ID are available
- Non-ticket actions are not affected. For example, an administrative user's administrative actions are unchanged
2b: Sort OrderYou can use any or all of these rules, but must have at least one of them:
- System rules / following rules:
- Manual callout rules
- SMS text message (no rules or with system / following rules)
2c: Delay Tickets for ScreeningChoose if this Excavator Rule should apply to all one call centers or only for an excavator who creates tickets for a certain One Call Center
- Click Save
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