Ticket Priority Rules

If the system displays the Ticket Priority Rules icon on the tile containing the selected vendor partner's name, then you can access the Ticket Priority Rules page for the selected vendor partner.

You use service ticket priority rules to define how the system should assign a service call's Service description in XSM when a service call is created in e-automate and update a service call's Incident Status in XSM when a service call is updated in e-automate.

When a new service call is created in e-automate, the system creates a matching service call in XSM. On the Call type mappings tab, you map each e-automate Call type to each corresponding Service code description in XSM. If one e-automate Call type may have multiple corresponding Service code descriptions in XSM, you create one mapping for each combination and list the mappings on the Call type mappings tab in the order you want the system to assign the Service code description if it is available for the call in XSM. When you create a service call in e-automate and assign a Call type to the call, the system creates a matching service call in XSM and assigns the first available Service code to that call that you mapped to the Call type on the Call type mappings tab.

When a service call's Call type and/or Call status is updated in e-automate, the system updates the Incident Status and/or Service description of the matching call in XSM. On the Workflow tab, you define for each of your e-automate Call types the progression of Incident Statuses that can be assigned to the call in XSM as the call is updated, from the time the call is created to the time the call is closed or cancelled. The Incident Statuses you associate with a given e-automate Call type on the Workflow tab identify the only possible options the system can assign to the call in XSM when the matching call in e-automate is updated. If a call's Call type is changed in e-automate, the system can only use an Incident Status associated with the new Call Type when updating the matching call in XSM.

On the Call status mappings tab, you map each e-automate Call status to each corresponding Incident Status in XSM. If one e-automate Call status may have multiple corresponding Incident Statuses in XSM, you create one mapping for each combination and list the mappings on the Call status mappings tab in the order you want the system to assign the Incident Status if it is available for the call in XSM. When a service call's Call Status is updated in e-automate, the system updates the Incident Status of the matching call in XSM using the first available Incident Status that can be assigned based on the combination of the workflow associated with the call's Call type and the Call statuses mapped on the Call status mappings tab.
Note: The Call status you assign to the call in e-automate must have a Call type that can be assigned to the call in XSM that is defined as part of the call type's workflow on the Workflow tab; otherwise, the system will not update the call's Incident Status in XSM when the call's Call status is updated in e-automate.

Defining Call Type Mapping Ticket Priority Rules

To define call type mapping ticket priority rules, do the following:

1. Click the Ticket Priority Rules icon in the Partner tile of the Dealer Gateway home page to access the Ticket Priority Rules page.

2. From the Ticket Priority Rules page, click the [Call type mappings] button. The system displays the Call Type Mappings table. The table has Priority, Dealer Code, Partner Code, and Remove columns, and lists one row for each call type mapping you define.

3. To define call type mappings, refer to the following image showing the call type mappings to define for US Channels and do the following:

· To add a call type mapping, do the following:

a. In the first entry field of the section below the table (see the sample image above), use the drop-down arrow to select a Dealer Code (e.g., XSM-TRIAGE).

b. In the second entry field of the section below the table, use the drop-down arrow to select a Partner Code (e.g., XNA - Break/Fix - Triage Response (Integration)).

c. Click the [Add] button to add the call type mapping to the table. The system adds the new row to the bottom of the table.
Note: For US Channels, repeat the preceding three steps until you have mapped each of the call types shown in the image above.

· To change the priority of a row, do the following:

a. Locate the row in the table for which you want to change the priority.

b. Click the up arrow in the Priority column to increase the row's priority, moving the row up one row in the table; click the down arrow in the Priority column to decrease the row's priority, moving the row down one row in the table.

· To remove an existing row, do the following:

a. Locate the row you want to remove from the table.

b. Click the red button in the Remove column to remove the rule from the table.

Defining Workflow Rules

Using the Workflow tab of the Ticket Priority Rules page, you define the workflow ticket priority rules you want the system to use to update the call status in the vendor partner's system based on the Call Type you assign to a call in e-automate.

To define workflow rules, do the following:

1. Click the Ticket Priority Rules icon in the Partner tile of the Dealer Gateway home page to access the Ticket Priority Rules page.

2. From the Ticket Priority Rules page, click the [Workflow] button. The system displays the Workflow table. The table has Priority, Dealer Code, Partner Code, and Remove columns, and lists one row for each workflow rule you define.

3. To define workflow rules, refer to the following image showing the workflow rules to define for US Channels and do the following:

· To add a workflow rule, do the following:

a. In the first entry field of the section below the table (see the sample image above), use the drop-down arrow to select a Dealer Code (e.g., XSM-TRIAGE).

b. In the second entry field of the section below the table, use the drop-down arrow to select a Partner Code (e.g., XNA - Triage).

c. Click the [Add] button to add the workflow rule to the table. The system adds the new row to the bottom of the table.
Note: For US Channels, repeat the preceding three steps until you have mapped each of the workflow rules shown in the image above.

· To change the priority of a row, do the following:

a. Locate the row in the table for which you want to change the priority.

· To remove an existing row, do the following:

a. Locate the row you want to remove from the table.

b. Click the red button in the Remove column to remove the rule from the table.

Defining Call Status Mapping Ticket Priority Rules

To define call status mapping ticket priority rules, do the following:

1. Click the Ticket Priority Rules icon in the Partner tile of the Dealer Gateway home page to access the Ticket Priority Rules page.

2. From the Ticket Priority Rules page, click the [Call status mappings] button. The system displays the Call Status Mappings table. The table has Priority, Dealer Code, Partner Code, and Remove columns, and lists one row for each call status mapping you define.

3. To define call status mappings, refer to the following image showing the call status mappings to define for US Channels and do the following:

· To add a call status mapping, do the following:

a. In the first entry field of the section below the table (see the sample image above), use the drop-down arrow to select a Dealer Code (e.g., P).

b. In the second entry field of the section below the table, use the drop-down arrow to select a Partner Code (e.g., Triage).

c. Click the [Add] button to add the call status mapping to the table. The system adds the new row to the bottom of the table.
Note: For US Channels, repeat the preceding three steps until you have mapped each of the call statuses shown in the image above.

· To change the priority of a row, do the following:

a. Locate the row in the table for which you want to change the priority.

· To remove an existing row, do the following:

a. Locate the row you want to remove from the table.

b. Click the red button in the Remove column to remove the rule from the table.