Screening

Use Screener mode to limit users to working only on open tickets sorted by earliest due time.

In Screener mode, the Ticket Summary page is replaced by the Screen Tickets page which shows the ticket details for each open ticket. After working on the ticket, the system automatically shows the next ticket with the earliest due time. If your company uses Smart Scores, they can be used as the sort order. The Screen Tickets page also allows users to use filters and search by ticket ID.

To limit users to Screener mode's ticket actions, put users' groups in Screener mode. Users' non-ticket actions are unaffected. For example, if an administrative group is put in Screener mode, its users' administrative actions are unchanged.

Set Up Screening

1. On the top menu bar, click System Management ( ) > Administration tab > Ticket Management > Screening

2. On the Screening Setup page, choose groups and sort order

   2a: Groups

   In the Configure Groups for Screening section, search, use the page links, or click to add a group. Result: All users in the group have their ticket actions restricted to the actions of Screener mode:

   • Screen Tickets page replaces Ticket Summary page
   • Users can only work on open tickets in order of earliest due time (Smart Scores can be used for sort order instead of due time. See 2b, Sort Order)
   • Ticket filters and searching by ticket ID are available
   • Non-ticket actions are not affected. For example, an administrative user's administrative actions are unchanged

   2b: Sort Order

   The default sort order is by due time. If your company uses Smart Scoring, smart scores are available as sort orders.

3. Click Save.