Smart Score Ticket Audit

There are many ways to use the system to perform audits of your data. The distinction between audits requiring manual review and those that do not is important:

This procedure is an example of how to audit tickets based on their smart scores. To do this, you use Smart Scores, the App Designer, and Process Automation to identify tickets to be audited and create items for each ticket. The user doing the audit records the results of the audit in the items (each item links to the ticket being audited). 

Create Automated Audit

Because this procedure is just one example of how you could create a smart score ticket audit, the values and choices are also just examples. For instance, at your company you may have completely different If statements and values in your smart score (step 1, Rules, table). Or, instead of creating items, you could change the ticket classification  (step 3, Settings, Actions).

1. Use Smart Scoring to create a smart score to identify the tickets to be audited (If the smart score you want to use already exists, go to step 2). To create a smart score, use these settings: 

                                                               
   General   

           

   General Information	Value
   Actions to trigger the Score Calculation	Responded (For most audits, tickets must have been responded to)
   Default Score	Default score: 0 (In this example, the default score is not used)
   Score Type	Internal

                                                               
   Rules  

   This audit is designed to identify tickets based on characteristics that indicate the work was done improperly.

                                                                       

   You can combine If statements in one rule so they can share a smart score (see rule 1, below) or put each If statement in its own rule so it has its own smart score (see rules 2-4, below).

                                                                       

   In this example,  the locator cleared the ticket without actually doing the work (cleared from truck means they didn't do the work) because it was past due.

                                                                         

   Rule	If Statement	Value (Ticket Data)	Description	Smart score
   1	Distance to Facility	0 ft	Zero feet means the digsite and facility are in the same place, which means digging is more likely to damage the facility. The closer the facility and digsite are to each other, the more carefully the work must be documented  with notes and attachments	100
   	Last Response	Cleared from Truck (shld be marked/painted/flagged)	The Cleared from Truck response doesn’t make sense because if the facility touches the digsite,  the worker must do the work on the digsite, not from the truck violates company regs?
   2	Is Ticket Past Due	Yes	If the Ticket is Past Due, the score increases	50
   3	Notes Added	0	Many companies require that work must be documented  with notes and attachments	50
   4	Total Number of Attachments	0	Many companies require that work must be documented  with notes and attachments	50

                                                                       

    

2. Use the App Designer to create an audit form. This form is used by Process Automation to create an audit item for each ticket to be audited (step 3 > Settings > Actions, below). Use the audit item to record the results of the audit per ticket. If the form you want to use already exists, go to step 3

   • An audit item's Related Items section contains the link to the ticket being audited 
   • Optional. You can use Form Links to pull information from fields in the tickets being audited into the audit items. See Links 

3. In Process Automation, create a ticket process that is started by the smart score 

                                                               
   Settings

           

   Settings	Value
   Actions	Choose the action that results from a ticket being identified by the smart score. For ticket audits, there are only two choices: Manual review: Choose the form used to create the audit item (choose the form created in step 2, above) Optional. Send a notification when audit items are created (create another Process Design rule) No manual review (pass/fail): Choose the ticket classification to indicate the item passed or failed the audit. To create ticket classifications, see Options > Additional Classification for Tickets
   Conditions	Choose Smart Score (created in step 1) and value and operator to identify the tickets to be audited
   Events	Choose the that event causes the Process Automation rule to be applied to the ticket:               Smart Score Calculated

                                                                                                                                                                                                                                     

4. Save and activate the Process Automation rule to run the audit

   • Automatic audit. As long as the process design rule is active, the system automatically applies it to the relevant tickets identified  and creates an item per ticket (accessible from the Work Summary page, like any other item). A user can do the audit as needed
   • Manual. A user activates the process design rule to identify the tickets to be audited and create the audit items for them

5. Perform the audit. The user goes to the Work Summary and clicks the audit form to retrieve the audit items. Each item links to the ticket identified by the smart score to be audited. The user performing the audit uses the item to record the results of the audit. Audit results can be used in different ways:

   • Quality control audit is conducted and results are sent directly back to the field tech for immediate feedback
   • Quality control audit can be manually created if field tech is on a Process Improvement Plan