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.
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 |
- On the top menu bar, click System Management ( )>Administration tab>Ticket Management>Auto-Processing
- On the Auto Processing Overview page, click Go to Auto Folder Placement Summary
On the Auto Folder Placement Summary page, at the top, choose your search options:
Field Description Action Apply process result: Auto process rule is enforced
Recommend process result: Auto process rule is recommended
Assigned to The user the item is assigned to Customer The name of the customer you send the bill to. From Billing Configuration > Customer Summary Match on All tickets
Smart score
Registration code Registration codes are created by One Call Centers to identify companies. The Registration code indicates who the ticket was received for Status Enabled: Auto process rule is on (in force)
Disabled: Auto process rule is off (not in force)
- Click Search
Create Auto Folder Placement
- On the top menu bar, click System Management ( )>Administration tab>Ticket Management>Auto-Processing
- On the Auto Processing Overview page, click Go to Auto Folder Placement Summary
- On the Auto Folder Placement Summary page, click Add an Auto Folder Placement Item
- See Edit Auto Folder Placement, step 2, Edits, below
Edit Auto Folder Placement
On the Auto Folder Placement Summary page, click the text in the Apply To column to choose the auto response to change.
On the Auto Folder Placement Detail page, make edits as below.
Edits
Edits listed in order of Adding a Auto Folder Placement. When changing an Auto Folder Placement Item you can make edits in a different order
2a: Registrations / Select RegistrationsSelect or search for the registration codes and facilities in the ticket that the system matches on to auto assign the ticket.
Action Description Search - In the Search In dropdown list, choose to search for a registration or facility
- In the search box, type the name of the registration or facility
- Click Search ( )
- From the search results, click the ones you want to add to the response
Select Click the registrations or facilities you want to add to the response 2b: Folder to put Ticket into / Change Ticket Folder- In the Ticket Folder dropdown list, click the folder you want to put the ticket in
Put ticket in folder or recommend to put in folder:
Assign to Description Put tickets in the selected folder The system puts the tickets in the folder you chose Recommend to put the tickets in the selected folder The system allows tickets to be reviewed by someone before putting them in the folder you chose.
In the Apply dropdown list, choose when the review period ends:
- After elapsed time: Choose length of review period (days, hours, minutes)
- Never: Review period never ends
- On a specific time each day: Choose time of day that review period ends
- Use system settings: Tickets are assigned if they have not been processed within 5 hours after they are received.
2c: Match / Modify the Values to Match OnIn the dropdown list, choose the information from the ticket that the system matches on so it can auto respond to the ticket.
Any information typed into boxes must match the information on the ticket exactly (make sure whatever you type has no spaces before or after the text)
Match Description All Tickets Assign all tickets to one person. Confirmation screen doesn't need to be documented Excavator Name Type the excavator name from the ticket. Finish button; must match ticket exactly copy and paste from 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 Find keywords (search for or select keywords)
Choose when to apply this rule (either when any of the keywords you chose or when all keywords you chose are found on the ticket).
Your company must have created keywords. See Keywords
Map, Page, and Grid Cell Type the Map, Page, and Grid Cell values from the ticket Noncompliant Excavator Click to choose whether the excavator is compliant or non-compliant.
Your company must have distinguished between compliant and non-compliant excavators. To set up excavators, see Excavator Summary
Remark Requested Click boxes to request remarks
Only two One Call Centers make remarks (USAN and USAS)
Responsibility Area Find responsibility area (search for or select). Responsibility areas vary by One Call Center. After choosing responsibility area, go to Geocode Lookup Type, below Smart Score Smart scores are created by your company
After choosing a score, type the value to match on. For example:
- Smart score: Urgent risk
- Value: 15
In this example the system matches on tickets containing an Urgent Risk smart score of 15
State, County, and Place Select the State from the dropdown list
Type the County and Place
Subdivision Type the Subdivision from the ticket Ticket Type Find Ticket Types (search for or select). Ticket types vary by One Call Center Ticket Type Category Click the Ticket Type Category from the ticket. Township, Range, Section, and Quarter Type 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 Type the Work Type from the ticket Geocode Lookup TypeIf matching on responsibility area (in 2c: Match table, above), then choose Geocode lookup type.
Lookup Option Description Address The street name and address number from the ticket Address (adj place used) The dig site location is found at an address adjacent to the original address in the ticket Between The location is on a street that runs between two parallel streets (between two intersections) County The county in the address Intersection Intersections are defined by One Call Centers on each ticket and usually have these elements:
- Two streets that cross each other
- Additional information (landmark, one of the four corners, etc)
- Part of the dig site
Example: Intersection: The northwest corner of 1st street and Main street
OCC Dig Area The One Call Center (OCC) dig area contains the latitude and longitude coordinates from the One Call Center ticket (can also contain grid data). This dig area is a shaded box
If you chose OCC dig area and a geocode, then choose order of geocode application. If you do not check OCC dig area, then the order does not matter
Recommendations
- Use OCC Dig Area, if possible
- Avoid using County, Place, and Street
Parcel The parcel of the address from the ticket. The parcel shows the legal boundary of the address Place The official boundaries of the city Street The name of the street or road - Click Finish. The Auto Folder Placement Detail page appears for the item you just created. On the Auto Folder Placement Summary page, the Apply To column lists the registration and facilities you chose
Enable/Disable
You can enable or disable an auto response category from either the Summary page or from the response itself (Detail page).
Page How to Enable or Disable Summary page - In the left column, click Enable/Disable Auto Folder Placement Items
- Click the check boxes to choose the responses and click Enable or Disable
- The Auto Folder Placement Summary page appears listing responses
Detail page - In the left column, click Enable/Disable this Auto Folder Placement Item
- The Auto Folder Placement Detail page appears showing the notification enable or disabled
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