Folders

Use the Folders feature to create and manage folders that contain items and tickets. Give users access to a folder. Once an item has been placed in a folder, rules can be used to drive process automation for your items. See Process Automation.

Folders are used with these features:

 

When creating a new groups, the system sends an email to the user with the user name and a link to the login page. The first time users log in, they must enter a username and password.

Add a Folder (video demo, 1 min)

  1. On the top menu bar, click System Management ( ) > Administration > General > Folders
  2. On the Folder Summary page, in the left column, click Add a Folder
  3. On the Add a Folder page, fill in the fields. See Modify Folder, step 4, below

 

  1. On the top menu bar, click System Management ( ) > Administration > General > Folders
  2. On the Folder Summary page, in the Name column, click the folder (or sort by column heading or search in columns to find a folder)
  3. On the Folder Details page, click Modify this Folder

  4. On the Modify a Folder page, fill in the fields:

     

    Field Description
    Assign Tickets Placed in this Folder to Choose the user to whom tickets in this folder are assigned
    Remove Ticket from Folder when its Assigned Checked: Tickets in this folder are removed from it when they are assigned to a user

     

     

    Field Description
    Folder does not have a capacity limitation No limits on number of tickets folder can contain
    Folder has a limited capacity

    Checked: Folder has these limits:

    • Daily Ticket Capacity: Maximum number of tickets per day
    • Alternate Ticket Folder: If a folder exceeds the maximum number of tickets per day, any additional tickets go into the alternate folder

     

     

    Field Description
    Name The name of the group
    Description The description of the group
    Applications

    Ticket Management: Folder is used to manage tickets. See Ticket Management, below

    Work Item Management: Folder is used to manage items

     

    Type the callback number to be used when making a positive response to an excavator. See Callback Numbers.

    Field Description
    Callback number The callback number of the member or locator

     

    For more information, see Responses.

    Field Description
    Add Response to Ticket when Placed in Folder Checked: Tickets in the folder receive the response you choose below
    Leave Ticket Open Tickets in this folder remain open after the response from this folder that you choose below. Any responses after this are processed as usual
    Respond to Tickets Placed in this Folder with Choose the response to be added by the system to tickets in this folder

     

  5. Click Save . Result: The Folder Details page appears

 

  1. On the Folder Details page, click Select Personnel / Contractors for this Folder

  2. On the Select Personnel / Contractor for Folder page, choose users. To pick individual users, click Pick from a list... then:

    1. Find users: Search within columns, click column headings to sort, or use the page links at the bottom of the list
    2. Check the users you want
  3. Click Save

 

  1. On the top menu bar, click System Management ( ) > Administration > General > Folders
  2. On the Folder Summary page, in the left column, click Generate Folder User Summary Report
  3. In the Summary of Users by Folder window, in the Folder dropdown list, choose the folders you want a report for
  4. Click View Report. Result: The report appears

 

What happens when a folder is deleted? If a rule uses the folder is it broken?

  1. On the Folder Details page, click Delete this Folder