Smart Scoring

1. On the top menu bar, click System Management ( ) > Administration > Ticket Management > Smart Scoring
2. On the Smart Scoring Summary page, click Create New Score
3. On the New Score page, fill in the fields. See Modify Smart Score, step 2, below

1. On the Smart Scoring Summary page, click the score

2. On the Score page, fill in the fields:

   General Information

    

   Field	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
   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
   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:   Field Description Actions to Trigger Ticket Update for External System For each action, choose the Web Request Device than handles the ticket update from the external system (To add a device, see Add or Modify a Web Request Device): Add Note or Attachment Assign/Unassign Created 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 Changed: A change to the status of any related item on a ticket Remove from Folder API Key The API key is generated by the system. Click Regenerate to generate a new key. If you change the key, you must use the new key in your external web request device or smart score calculation will not work Endpoint The URL to which your external web request device must link to

    

   Rules

   Define the rule so that all tickets that have the field you choose with the value you choose have their scores calculated as you choose

   1. Add or edit rule:

      Action	Description
      Add Rule	Click + Add Rule
      Edit Rule	Click the rule

       

   2. Fill in the fields:

      Name

       

      In the Rule Name field, type the name of the rule

       

      If

      Limit the rule to tickets that have the field that contains the value you choose

      Criteria / 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"

       

      Then

      Define 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

       

    

3. 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)

Rules are processed in the order they appear in the score, starting from the top

1. Click Move ( ) to drag and drop the rule into a new order

There are two ways to view the history of changes:

1. On either the Smart Scoring Summary page or an Smart Score page, in the upper right corner, click History.

2. 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