Working with Folders

Purpose/Overview

In this article, you’ll learn how to use the Folders feature to organize and manage tickets and items. Folders allow you to group related work, assign tickets automatically, and apply rules to drive process automation. By assigning users or contractors to a folder, you can streamline workflows and improve visibility into who is responsible for specific tickets or items.

Navigation Path:

To access this feature: Utilisphere > System Management > Administration > General > Folders

Things to Know:

• Permissions: Only users with the proper system administration rights can create, modify, or delete folders.
• Folder Rules: Once items or tickets are placed into a folder, rules can be configured to automate assignments, responses, and workflows.
• Capacity Limits: Folders can be set with or without daily ticket capacity restrictions.
• Automation Impact: Responses and assignments tied to folders will override manual processes, so review rules carefully.

Key Benefits/Use Cases:

• Organized Ticket Management: Group tickets into logical folders for easier tracking and workflow management.
• Automated Assignment: Automatically assign tickets in a folder to a specific user or contractor.
• Scalable Workflows: Use folder rules to manage ticket limits, overflow handling, and automated responses to excavators.

TABLE OF CONTENTS

• Add a Folder
• Modify a Folder
• Delete a Folder
• Select Personnel or Contractors
• Generate Folder User Summary Report

How It Works:

Add a Folder

1. From the top menu bar, go to System Management > Administration > General > Folders.

2. On the Folder Summary screen, click Add a Folder.
   

3. Complete the required fields and click Add.
   

Modify a Folder

1. Go to System Management > Administration > General > Folders.

2. On the Folder Summary screen, select the folder name in the Name column (or use search/sort to find it).

3. On the Folder Details screen, click Modify this Folder.

4. Update fields as needed and click Save.

Delete a Folder

1. On the Folder Details page, click Delete this Folder.

2. Confirm the permanent deletion of the folder.
   

Select Personnel or Contractors

1. On the Folder Details screen, click Select Personnel/Contractors for this Folder.

2. Use the search function to find users.

3. Check the users or contractors you want to assign and click Save.

Generate Folder User Summary Report

1. On the Folder Details screen, click Go to Folder Summary.
   

2. Click `Generate Foldr User Summary Report.
   

3. Check the Folder(s) you want from the dropdown and click View Report.
   

FAQ/Troubleshooting:

Q: What happens if a folder reaches its ticket capacity?
A: Tickets exceeding the daily limit are automatically redirected to the alternate folder you set.

Q: Can a ticket belong to more than one folder?
A: No. Each ticket is placed in a single folder at a time.

Q: Do folder assignments override manual assignments?
A: Yes. If a folder is configured to auto-assign, that rule takes precedence.

Questions?  Contact us!