Auto Process Category Priority

Modified on Mon, Sep 30 at 6:49 PM

The system automatically processes tickets according to category types, then by the category they match within the category type.

This advanced feature lets you control the order of the conditions in auto-processing. For example, you might want to assign tickets by geographic location, but all tickets with the keyword “explosives” assigned to a specific person. By making keyword the top priority, all tickets containing that keyword will be processed and assigned to the designated person first, even if they fall in the geographic area that would have assigned them to a different person.

Auto Process Category	Description
All Tickets	Assign all tickets to one person
Excavator Name	The excavator name from the ticket
Facility Location	The Facility Location from the ticket
Grid	The One Call Center provides grid data in the ticket, if applicable. Some grids are converted to latitude/longitude data. Not commonly used
Keyword	The keywords from the ticket. Your company must have created keywords. See Keywords
Map Feature	Any ESRI Feature Layers in the ticket
Map, Page, and Grid Cell	The Map, Page, and Grid Cell values from the ticket
Noncompliant Excavator	Your company must have distinguished between compliant and non-compliant excavators. To set up excavators, see Excavator Summary
Remark Requested	Only two One Call Centers make remarks (USAN and USAS)
Responsibility Area	The Responsibility Area from the ticket. Responsibility areas vary by One Call Center. Responsibility areas often have Geocodes
Smart Score	Smart scores are created by your company
State, County, and Place	The State, County and Place from the ticket
Subdivision	The Subdivision from the ticket
Ticket Type	Ticket types vary by One Call Center
Ticket Type Category	The Ticket Type Category from the ticket. The standard ticket type categories are defined by the system and cannot be changed: Aerial Damaged Utility Design Emergency Late Meet Recall Regular Revision Short
Township, Range, Section, and Quarter	The Township, Range, Section, and Quarter from the ticket The three largest units from the United States Public Land Survey System (PLSS), also known as Congressional townships or survey townships. The units in the system from largest to smallest: Township, Range, Section, Quarter/Quadrangle/Quadrant Not commonly used
Work Type	The Work Type from the ticket

Modify Auto Process Category Priority

On the top menu bar, click System Management ( )>Administration>Ticket Management>Auto-Processing
On the Auto Processing Overview page, click Go to Auto Process Category Priority
On the Auto Process Category Priority page, in the left column, click Modify Auto Process Category Priority

On the Auto Process Category Priorities page, all the auto process categories (rules) are listed. Click Move ( ) to move categories up or down in the processing order.

Even though you can order the categories in any way, the system processes categories by type first, then by category:

Processing Order	Category Type	Description
1	Auto Response	All auto responses processed before any auto folder placements. If there are no auto responses, the system goes to auto folder placements
2	Auto Folder Placement	All auto folder placements processed before any auto assignments. If there are no auto folder placements, the system goes to auto assignments
3	Auto Assignment	Auto assignments are processed last, unless there are no auto responses or auto folder placements

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