Using Process Automation to Create Ticket a Certain Number Follow-ups on a Daily Basis
Purpose/Overview
In this article, you will learn how to configure a Process Automation rule that automatically generates a specified number of forms on a scheduled basis using Insights AI risk scores.
This feature enables administrators to automate the creation of work item forms, such as Damage Prevention Inspection (DPI) Locate Audits, Excavator Consultations, Field Meets, etc, based on prioritization criteria and configurable generation limits. Administrators can define how many forms should be created each day and schedule when the automation rule runs, eliminating the need for manual review and bulk form creation.
Navigation Path:
To access this feature: Utilisphere > System Management > Administration > Work Management > Process Automation
The Form Generation Limit and scheduling options are configured within the Process Automation rule.
Things to Know:
- Process Automation rules can be configured to automatically generate a fixed number of forms each day.
- The maximum number of forms generated is controlled by the Form Generation Limit setting.
- Administrators can configure the time that the automation rule runs.
- The Process Automation Batch Processing With Generation Limits system toggle must be enabled before generation limit options become available.
- Once the toggle is enabled, administrators can use the generation limit option when configuring a Create New Work Item action.
- The automation rule evaluates eligible tickets that have been created or updated since the last completed batch run.
- Changes made to the Form Generation Limit before the scheduled run time take effect on the same day.
- Changes made after the scheduled run time take effect on the next scheduled run.
- Risk scores can be based on one or more available Insights AI scoring models.
- The functionality can be used with both existing and future work items.
- The automation rule only triggers on configured ticket responses.
- Proximity information entered by locators is factored into the risk score calculation before form creation occurs.
- When a generation limit is used, the system sorts eligible records based on the first condition listed in the rule's Conditions section.
- Generation limits are most effective when the first condition is a numeric value, such as an Insights AI Risk Score.
Key Benefits/Use Cases:
- Automate High-Risk Ticket Reviews: Automatically generate forms for the highest-risk tickets without requiring manual sorting and bulk form creation.
- Control Daily Workload: Adjust the number of forms created each day to align with available staffing, business priorities, or operational needs.
- Prioritize Risk-Based Activities: Use Insights AI risk scores to ensure the highest-priority tickets receive attention first.
How It Works:
Administrators can configure a Process Automation rule to automatically generate work items based on ticket risk scores and other qualifying criteria. The rule evaluates eligible tickets from the previous 24-hour period, ranks them according to the configured conditions, and creates forms until the specified generation limit has been reached.
When a generation limit is enabled, the system uses the first condition listed in the Conditions section to determine how eligible tickets are sorted and prioritized. For this reason, it is recommended that the first condition be a numeric field, such as an Insights AI Risk Score, rather than a text-based field.
The number of forms created and the scheduled execution time can both be modified as business needs change.
- Create a new Process Automation rule or edit an existing rule.
- Enter a Rule Name, select For Tickets, and Save.
- Enable the generation limit option available within the action configuration.
- Configure the Form Generation Limit value.
- Configure the scheduled execution time.
- Save the Process Automation rule.
- At the scheduled time, the system evaluates eligible tickets from the previous 24-hour period.
- Eligible tickets are sorted according to the first configured condition.
- Forms are automatically created until the configured Form Generation Limit is reached.
Form Generation Limit
The Form Generation Limit determines the maximum number of forms that can be created during a scheduled execution.
For example:
- If the limit is set to 50, the system creates up to 50 eligible forms during that run.
- If the limit is changed to 30 before the scheduled run time, only 30 forms are generated.
- The rule stops creating forms once the configured limit has been reached.
Scheduled Execution
Administrators can define when the Process Automation rule executes each day.
For example:
- Form Generation Limit = 50
- Scheduled Run Time = 6:00 AM EST
The automation rule begins processing eligible tickets at 6:00 AM and continues generating forms until the configured limit has been reached.
Risk Score Evaluation
The automation rule can prioritize tickets using available Insights AI risk scores.
Scores may incorporate:
- Insights AI Incident Likelihood scoring
- Organization-specific historical damage data
- Proximity information entered on the ticket
- Configured risk-ranking criteria
Tickets with the highest qualifying risk scores are processed first until the Form Generation Limit is reached.
Important Prioritization Behavior
When Generation Limits are enabled, the system uses the first condition listed in the Conditions section to determine record order and prioritization.
Recommended Example
- AI Risk Score
- Ticket Type
- Region
FAQ/Troubleshooting:
Q: Why don't I see the Form Generation Limit option?
A: Verify that the Process Automation Batch Processing With Generation Limits toggle is enabled. Once enabled, the generation limit option becomes available.
Q: What happens if I change the Form Generation Limit before the rule runs?
A: The new limit is applied during the next scheduled execution, provided the change is made before the scheduled run time.
Q: What happens if I change the Form Generation Limit after the rule has already run?
A: The updated limit will be applied during the next scheduled execution.
Q: Can I change the time that the automation rule runs?
A: Yes. Administrators can configure the scheduled execution time within the Process Automation rule.
Q: How does the system decide which tickets are selected first when a generation limit is used?
A: The system sorts eligible tickets based on the first condition listed in the rule's Conditions section. For best results, use a numeric field such as an AI Risk Score as the first condition.
Q: Are text fields recommended for the primary sorting condition?
A: No. While text fields can be used as conditions, generation limits are most effective when the first condition is a numeric value that can be meaningfully ranked, such as an AI Risk Score, Risk Ranking, or calculated score.
Questions? Contact us!
Locate Audits", "Excavator Consultations", "Field Meets", etc
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