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Ticket flow

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Updated July 19th, 2016 

The following diagram details the Web Help Desk ticket assignment logic.

File:Success_Center_V2/Web_Help_Desk_(WHD)/WHD_Admin_MT/0A0/010/WHD_Ticket_Flow_496x802.png

The illustration includes numbered references for some processes. Listed below are the corresponding paths in the Web Help Desk user interface to make any needed changes for each numbered process.

Number Related path in Web Help Desk
1

Setup > Techs > Tech Groups > [Group] > Request Types Supported

See Define Tech Groups for more information.

In the Request Types Supported tab, view the supported request types.

2

Setup > Tickets > Request Types > [Request Type] > Lead Technician

See Define Request Types for more information.

3

Setup > Techs >Tech Groups > [Group] Tech Group Levels > Level 1 > Auto Assign Tickets To

See Define Tech Groups for more information.

4

Setup > Techs > Tech Groups > [Group] > Level 1 > Assigned Techs

See Define Tech Groups for more information.

To select new e-mail recipients for new tickets, go to:

Setup > Techs > Tech Groups > [Group] > Tech Group Levels > Level 1 > Email Recipients of Client Updates

See Define Tech Groups for more information.

5

Setup > Tickets > Request Types > [Request Type] > Lead Technician

If the Tech is marked On Vacation, the ticket is assigned to the Backup Tech in the Tech's profile.

See Define Request Types for more information.

6

Setup > Techs > Tech Groups > [Group] > Tech Group Info > Group Manager

You can use Location Group Manager instead of the specified Tech at:

Setup > Techs > Tech Groups > [Group] > Tech Group Info

If this Tech is marked On Vacation, the ticket is assigned to the Backup Tech in the Tech's profile.

See Define Tech Groups for more information.

7

Setup > Techs > Tech Groups > [Group] > Techs Assigned

See Define Tech Groups for more information.

8

Setup > Techs > Techs > [Technician] > On Vacation

Setup > Techs > Techs > [Technician] > Work Schedule

See Define Techs for more information.

9

Setup > LocationsLocation Groups > [Group] > Assigned Locations tab

10

Setup > LocationsLocation Groups > [Groups] > Assigned Techs tab

11

Setup > Locations > Department Groups > [Groups] > Assigned Departments

To enable departments:

Setup > Locations > Options > Use Departments check box

12

Specify which status types are used in calculating ticket load balance at:

Setup > Tickets > Status Types > [Status Type] > Use for Load Balance check box

See Define Status Types for more information.

 
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