Use Smart Scoring to calculate a score based on:
- Actions taken on tickets
- Data in tickets
Each score contains at least one rule (There is no maximum number of rules). Rules are used to choose the ticket data and how it is used to calculate the score.
How Scores are calculated
- Scores are cumulative. All rules that match a ticket are used to calculate its score
- Rules are processed in the order they appear in the score, starting from the top
- Scores are continually recalculated by rules that use dates (Creation Time, Due Time). Only the most recent score is active in the system
- Changing a rule does not recalculate scores that have already been calculated
Smart Score Locations and Other Features
Smart scores appear throughout the system and are used in many use cases or scenarios:
| Location in System | Description | Use Case |
| Archive Search | Archived Ticket Summary > Screen > Search > Smart Score | Locate archive tickets by smart score |
| Damage Analysis | The smart score If rules for Incidence Rates (excavator, facility, and locator) are used to produce the Damage/Ticket % | Calculate smart score Automate QC Audit process |
| Process Automation | Process Automation > Events > Smart Score Calculated is used to create items and set ticket classifications | Calculate smart score Automate QC Audit process |
| Ticket Details | Ticket Details > Smart Score | See a ticket's smart score. To make smart scores visible on Ticket Details > Ticket Header, see the system administrator at your company. |
| Ticket filters | Ticket Filter Configuration > Smart Score | Locate tickets by smart score |
| Ticket notifications | Smart Score Update Notifications Ticket Received Notifications > What to Send | Urgent, important, or emergency ticket notifications |
| Ticket screens | Ticket Screen Configuration > Smart Score | Locate tickets by smart score |
| Ticket Summary | Ticket Summary > Advanced Search > Smart Score | Locate tickets by smart score |
| Screener mode | Screening > Set Up Screening > Groups, Sort Order | Prioritize tickets for screeners Advanced screening based on multiple data elements |
Create Smart Score
- On the top menu bar, click System Management (
) > Administration > Ticket Management > Smart Scoring - On the Smart Scoring Summary page, click Create New Score
- On the New Score page, fill in the fields. See Modify Smart Score, step 2, below
- On the Smart Scoring Summary page, click the score
On the Score page, fill in the fields:
General InformationField Description Actions to Trigger Score Calculation Choose the ticket actions that make the system calculate the score:
- Add note or attachment
- Assign/unassign (to a user)
- Created (creation of ticket in system)
- Custom Property Saved: A custom property is created for your company by Irth based on a ticket field or external data
- Dig site changed manually
- Put in folder/remove from folder
- Related item status change: A change to the status of any related item on a ticket
- Responded
Auto-Processing Re-apply auto processing rules after this score is recalculated
Note: Auto-processing rules are only reapplied for tickets if the score is changed and the ticket is in "Pending Your Research" status.
Default Score If none of the rules defined for this score apply, the ticket is assigned the default score Description The description of the score Display The score is displayed on the ticket header and mobile web summary Name your Score The name of the score Score Type - Internal: The rule is calculated by the system
- External: The rule is calculated by an external system supplied by your company. See External Options, below:
RulesDefine the rule so that all tickets that have the field you choose with the value you choose have their scores calculated as you choose
Add or edit rule:
Action Description Add Custom Score Click + Add Custom Score Add Rule Click + Add Rule Edit Rule Click the rule Fill in the fields:
NameIn the Rule Name field, type the name of the rule
IfLimit the rule to tickets that have the field that contains the value you choose. If a rule contains multiple If statements, they are processed by the system with the And operator
ExampleIf state = IndianaAndIf state = IllinoisThen = Add Score: 2Criteria / Field in Ticket Description County The county in the address of the item (from ticket) Creation Time The date ticket was created in the system Dig Site Area Size The area size (in square feet) Distance to Facilities (ft) The shortest line from dig site (from dig site buffer, if used) to nearest facility Done for The person or company the work is done for. For example, excavator, property owner Due Time The deadline for completing the item (date and time) Excavator Incidence Rate The number of damage items as a percentage of the total number of tickets within the date range chosen by your company. This percentage does not change when tickets move into the data warehouse. See Damage Analysis Excavator Name Excavator name from ticket Explosives If available, provided on the One Call Center ticket. Not a standard field Facility Incidence Rate The number of damage items as a percentage of the total number of tickets within the date range chosen by your company. If there are multiple facilities associated with the ticket, the facility with the highest incidence percentage is used. See Damage Analysis Facility Location The geographical location of the asset or facility. See Map Definitions Has Added Notes Whether the ticket has notes added by a user (Yes or No) Is Ticket Past Due Whether the ticket is past due (Yes or No) Keywords Use keywords to identify tickets by the words they contain so the system can take actions on them. See System Management > Administration > Ticket Management > Keywords Last Response Last response entered on a ticket Location of Work Description of work to be done Locator Incidence Rate The number of damage items as a percentage of the total number of tickets within the date range chosen by your company. See Damage Analysis Machinery Equipment used by the excavator Meeting Requested The excavator's request for a meeting with the company Non-Compliant Excavator Defined by your company Place The official boundaries of the city Registration Code Registration codes are codes assigned to your company from the One Call Center. Registration codes are used to identify companies, areas, and assets. See Registration Code Summary Responsibility Area A responsibility area is the area in which a person, group of people, or an office is responsible for the work to be done in it. Responsibility areas are defined when you add Map Definitions (If you indicate that responsibility areas are not in use, they appear differently on the map) State A geographic and political unit (United States) Status of Related Items [Forms] The list of forms at the end of the If dropdown list allows the use of the status of a ticket's related items. Statuses are defined in the from on which the item is based. See Form Settings > 3e: Statuses Ticket Type The Ticket Type. Each One Call Center defines its own ticket types Ticket Type Category Your One Call Center's ticket type categories:
- Aerial
- Damaged Utility
- Design
- Emergency
- Meet
- Recall
- Regular
- Revision
- Short
Total Number of Attachments The number of files attached to the ticket Work Type The kind of work. Work varies by One Call Center (boring, drilling, etc.) Operator (equals, contains, begins with, ends with, not equal)Use operators to choose how the system matches the value in the criteria field in the ticket
Operator Description Begins with Partial match: Text string matches the criteria field, starting with the first character
"Mil" matches both "Millvale" and "Milton"
Contains Partial match: Text string matches anywhere in the criteria field
"tow" matches "Towson" and "Georgetown"
Ends with Partial match: Text string matches the criteria field, starting with the last character
"son" matches "Towson" and "Bryson"
Equals Total match: Text string matches the value in the criteria field exactly
"MG55" matches "MG55" so system applies rule to all tickets with the criteria field that exactly matches "MG55"
Not equal Total match: Text string matches the value in the criteria field exactly
"MG55" matches "MG55" so system applies rule to all tickets with the criteria field that does not exactly match "MG55"
ThenDefine the numeric value used by the rule to calculate the score
Calculation Description Add score The value added to the score Assign Score and Stop Calculates score and stops (if the rule with this calculation matches, no other rules are applied, regardless of whether they match) Multiply Score The value to multiply the score by Subtract Score The value subtracted from the score. Negative scores are possible
Custom ScoreUse custom scores to multiply a standard smart score by a number you choose.
- Click + Add Custom Score
Fill in the fields:
NameIn the Rule Name field, type the name of the rule
Custom ScoreLimit the rule to tickets that have the field that contains the value you choose
Score Description Excavator Risk Score When ticket is viewed, Excavator Risk Score correctly calculates based on the highest Incident Rating of the excavator from the ticket, the highest Incident Rating of any excavator, the percentage of tickets in the last 18 months that had an excavator at fault Facility Risk Score When ticket is viewed, Facility Risk Score correctly calculates based on the highest Incident Rating of any facility the ticket touched, the highest Incident Rating of any facility, the percentage of tickets in the last 18 months that had a facility at fault Locating Area Risk Score When ticket is viewed, Locating Area Risk Score correctly calculates based on the highest Incident Rating of any locating area the ticket touched, the highest Incident Rating of any locating area, the percentage of tickets in the last 18 months that had a locating area at fault Locator Risk Score When ticket assigned to a locator and containing Locate Audit data is viewed, the Locator Risk Score calculates based on the Incident Rating of the assigned locator, the highest Incident Rating of any locator, the percentage of tickets in the last 18 months that had a locator at fault, and the percentage of locate audits the assigned locator failed in the last 18 months Multiply Custom Score ByType the number to multiply smart score by
Save the rule (or click Cancel to cancel the Process):
- Save: Saves the rule as a draft without activating it (the rule will not be enforced)
- Save and Activate: Saves the rule and activates it (the rule is enforced as soon as you save it)
Processing Order
Rules are processed in the order they appear in the score, starting from the top
- Click Move (
) to drag and drop the rule into a new order
View History of Changes
There are two ways to view the history of changes:
- On either the Smart Scoring Summary page or an Smart Score page, in the upper right corner, click History.
In the History window:
Page Description Smart Score Page The list of all changes and the person who performed them Smart Scoring Summary Page The list of all changes to all Smart Scores and the people who performed them Click Show Changes to see a description of the change
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article