Ability to auto process and exclude based upon ticket type
Currently only ability is by ticket type category. Why?
Replies 3
Currently only ability is by ticket type category.
Yes, Chris is stating to be able to "Exclude" based on Ticket Type, not Ticket Type Category. We can process and exclude on Ticket Type Category already, however the Ticket Types (a state-specific label) are grossly misaligned to Ticket Type Categories (an IrthNet label.) Currently, an "Update" ticket, depending on the state, may be any of four (4) or more different Ticket Type Categories - there is no universal approach in matching a state's type to Irth's "Category." For clarity: I'm not talking about 2nd Notice Tickets, or Correction Tickets, or Cancellation Tickets, etc... I'm talking about a simple, normal, routine, "Update" ticket. So, any exclusion based on "Category" will be rather not useful.
The only fixes to this are to
(1) have a consistent and universal approach to matching "Types" to "Categories" - Irth has placed this onus on each state so this will not be a viable solution
(2) be able to "Exclude" based on Ticket Type instead of Ticket Type Category (an obvious and simple answer but currently not available because of IrthNet's decision to not include this as an "Exclusion" but rather only the "Processing")
(3) use every single state's ticket types as "Keywords" and then use those "Keywords" as an exclusion. Since that would make hundreds and hundreds of keywords that really should not be a keyword (in the spirit of the idea of a keyword) that solution is less than ideal. The whole purpose of a keyword is to draw extra attention to unique activities; and not to find a way to make every ticket have a keyword, which is the current fix.
(edited to fix a typo and to add some clarity)
Chris - I believe this is already a feature in the application.