Auto Processing Introduction

Modified on Mon, Jul 29 at 4:51 PM

Use auto-processing to eliminate some of the tasks of ticket management. Based on registration codes or defined geographic areas, the system can automatically assign an incoming ticket to a person or place it into a folder. Geographic information can also be used to automatically enter a response on a ticket.

Auto Processing Only Applies to Tickets in the Future

Auto processing only applies to tickets that enter the system after you set it up. Tickets that entered the system before you set up auto processing are unaffected by it.

Processing Order

Tickets are auto-processed in this order:

Processing Order	Category Type	Description
1	Auto Process Apply Recommendation Schedules	Auto Process Recommendation Schedules are used to delay the application of auto process rules to allow time for staff to review tickets
2	Auto Process Override Rules	Auto Process Override Rules are applied before any Auto-Response, Auto-Folder Placement, or Auto-Assignment rules. When an Auto Process Override Rule is applied, no other processing rules will be applied
3	Auto Response	The system automatically enters one of your responses to incoming tickets based on your facility location or using information provided on the One Call Center ticket
4	Auto Folder Placement	The system automatically places incoming tickets in a folder based on a registration code, information provided on the One Call Center ticket or a geographic area of responsibility
5	Auto Assignment	The system automatically assigns incoming tickets to a locator based on a registration code, information provided on the One Call Center ticket or a geographic area of responsibility. Auto-Assignment rules are only used if no matches are found on a folder placement rule

To control the order of auto-processing, see Auto Process Category Priority.

Exclude Tickets From Processing

To exclude tickets from auto processing, see Auto Process Exclusion Conditions.