Ticket Categories in Utilisphere: Maximize Efficiency & Visibility

Understanding and organizing your tickets effectively is essential for smooth operations and faster response times. Our Ticket Categories feature gives you the power to automatically prioritize tickets based on due time and align call center ticket types with standardized categories for consistent reporting. 

Key Benefits & Use-Cases

• Streamline Ticket Prioritization
  Automatically upgrade tickets to categories based on their due time—ensuring that your teams focus on what's most critical and reducing response delays. 
• Standardize Across Call Centers
  Map your unique ticket types (from each one-call center) to consistent categories—helping unify reporting and workflows across locations. 
• Gain Clearer Operational Insights
  Easily analyze ticket volume and response metrics by category (e.g., Emergency, Revision, Regular), gaining insight into workflow bottlenecks and areas for improvement.

Related Features

• Auto Process Category Priority – Automatically adjust workflows based on ticket category
• Manual Callout & Override Rules – Customize notifications depending on ticket urgency
• Ticket Assigned Notifications – Keep teams informed of assignments with context-specific alerts  

Things to Know                                                  

• Ticket Categories are fixed and cannot be renamed or removed. If you'd prefer not to use a specific fixed category, simply don't link any one call ticket types to that category.
  • The standard ticket type categories defined by the system:
    • Aerial
    • Damaged Utility
    • Design
    • Emergency
    • Late
    • Meet
    • Recall
    • Regular
    • Revision
    • Short
    • Cancel
• Due-Time-Based Upgrades allow you to choose and set a minimum-minutes threshold for each category. The system escalates tickets when their due time falls below any configured thresholds.
• You can use Ticket Categories both for due-time escalation and for mapping call-center ticket types to system wide categories.

How to Set Up                                                    

1. Upgrade Tickets to Categories Based on Their Due Time   

   Use ticket type categories to allow the system to automatically upgrade tickets to categories based on their due time. 

   
   
   1. Go to System Management > Administration > Ticket Management > Ticket Categories
   2. Click Configure Ticket Categories
   3. Set your “Minimum Minutes” threshold and toggle category upgrade on/off
       

      Action	Description
      Minimum Minutes	The minimum number of minutes before the due time of the ticket
      Upgradeable	Indicates that the category can be used to upgrade tickets based on the minimum minutes before their due date

                                    

      **NOTE: The smaller the minimum number of minutes before due time, the higher the priority of the ticket.       

      Example

                        

      Category	Revision	Short	Emergency
      Minimum minutes (before due time)	8 hours (480 minutes)	4 hours (240 minutes)	2 hours (120 minutes)
      Result	All tickets with due times of 8 hours or more are upgraded to the Revision ticket category	All tickets with due times between 4 hours and 2 hours are upgraded to the Short ticket category	All tickets with due times of  2 hours or less are upgraded to the Emergency ticket category

   4. Click Save
2.  Map Ticket Types to Categories
   1. Go to the Ticket Category Summary (system navigation above)
   2. Click Map Ticket Types to Ticket Categories
   3. On the Map Ticket Types to Ticket Categories page, choose the one call center and map its ticket types to the systems' ticket type categories. 
      • One Call Center

        In the One Call Center dropdown list, click the one call center whose ticket types you want to map to ticket type categories. Result: The one call center's ticket types appear in bold on the left

      • Ticket Type Categories
        To the right of each ticket type, in the ticket type category dropdown list, click the ticket type

   4. Click Save
3.  Applicable Responses 
   This section displays currently configured responses per One Call Center and Ticket Type.
4. Ticket Type To Ticket Type Category Mapping History 
   an Audit list of the changes made to the mapping of ticket types and ticket type categories.

Frequently Asked Questions

Q: What happens if I set overlapping due-time thresholds?
A: Tickets will escalate to the category with the highest priority whose threshold they meet. For example, a ticket 90 minutes from due time might fall under both Short (4 hours) and Emergency (2 hours), so it’ll escalate to Emergency.

Q: What’s the best way to map unique ticket types for reporting?
A: Mapping ticket types by call center ensures you can report on ticket volume and trends by category—ideal for cross-center comparisons or centralized dashboards.

Suggested Next Steps

• Audit your current ticket types per call center and ensure they’re mapped to the right categories

• Review your due-time thresholds to make sure they align with your actual SLA objectives and escalation policies

• Consider combining this feature with Auto Process and notification rules for seamless operations and accountability