Ticket Categories

Use the Ticket Categories feature to:

  • Automatically upgrade tickets to categories based on their due time
  • Map ticket types from one call centers to the system's ticket type categories

Ticket type categories are used to organize and categorize ticket types. Ticket types are defined by each one call center. Ticket type categories are defined by the system and cannot be changed.

  Description
Ticket Type Based on ticket type provided by the one call center
Ticket Type Category

The standard ticket type categories are defined by the system and cannot be changed:

  • Aerial
  • Damaged Utility
  • Design
  • Emergency
  • Meet
  • Recall
  • Regular
  • Revision
  • Short

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

To use the feature:

  1. Choose the category to upgrade the ticket to
  2. Set the minimum number of minutes before the due time to cause the upgrade. The system upgrades tickets when their due time is less than the minimum minutes before their due time

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

 

  1. On the top menu bar, click System Management ( )>Administration>Ticket Management>Ticket Categories
  2. On the Ticket Category Summary page, click Configure Ticket Categories

  3. On the Configure Ticket Categories page: 

    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

     

  4. Click Save. The Ticket Category Summary page appears with the settings you chose

 

  1. On the top menu bar, click System Management ( )>Administration>Ticket Management>Ticket Categories
  2. On the Ticket Category Summary page, 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 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 category to map the ticket type to: 

    • Aerial
    • Damaged Utility
    • Design
    • Emergency
    • Meet
    • Recall
    • Regular
    • Revision
    • Short

     

  4. Click Save. The Ticket Category Summary page appears with the settings you chose

 

Applicable Responses

For each one call center, lists the responses available for each ticket type.

Ticket Type To Ticket Type Category Mapping History

Lists the changes made to the mapping of ticket types and ticket type categories.