Auto Assignment

Tickets are auto-processed in this order:                                                                                                                                                                                       

1. On the top menu bar, click System Management (  )>Administration tab>Ticket Management>Auto-Processing
2. On the Auto Processing Overview page, click Go to Auto Assignment Summary

3. On the Auto Assignment 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)

    
4. Click Search 

1. On the top menu bar, click System Management ( )>Administration tab>Ticket Management>Auto-Processing
2. On the Auto Processing Overview page, click Go to Auto Assignment Summary
3. On the Auto Assignment Summary page, click Add an Auto Assignment Item
4. See Edit Auto Assignment, step 2, Edits, below

1. On the Auto Assignment Summary page, click the text in the Apply To column to choose the auto response to change. 

2. On the Auto Assignment Detail page, make edits as below. 

                                                                       

   Edits

   Edits listed in order of Adding a Auto Assignment. When changing an Assignment Item you can make edits in a different order                                                                                                                                                         

   2a: Registrations / Select Registrations and Facility Types 

   Select 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: Assignment Options / Change Assign To 

   1. In the Assign To dropdown list, click the person the ticket is assigned to 

   2. Assign or recommend to assign:

                                                                                 

      Assign to	Description
      Assign Tickets to the 'Assign To' Selected Above	The system assigns the ticket to the person you chose
      Recommend to Assign Tickets to the 'Assign To' Selected Above	The system allows tickets to be reviewed by someone before assigning them to the person 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 On 

   In 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
   On Response	Choose the response to match on
   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 Geo Code 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

                                                                               

   Geo Code Lookup Type  

   If 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

   
   

3. Click Finish. The Auto Response Detail page appears for the item you just created. On the Auto Response Summary page, the Apply To column lists the registration and facilities you chose

1. 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 Assignment Items Click the check boxes to choose the responses and click Enable or Disable The Auto Assignment Summary page appears listing responses
   Detail page	In the left column, click Enable/Disable this Auto Assignment Item The Auto Assignment Detail page appears showing the notification enable or disabled