Ticket Priority Rules Example

The following example illustrates how Dealer Gateway creates a matching service call in XSM when a dealer creates a service call in e-automate, and how Dealer Gateway updates that service call in XSM when the dealer updates the service call in e-automate.

Creating an XSM Service Call Based on Ticket Priority Rules

A dealer creates a service call in e-automate for a customer for whom a customer mapping exists between the Xerox account number and the e-automate account number. The dealer assigns a Call type of xsmXNA-regular to the service call in e-automate.

When the e-automate call is created, Dealer Gateway checks the Call type mappings defined on the Ticket Priority Rules page. The dealer's xsmXNA-regular Call type is mapped to the partner's XNA - Break/Fix - Triage Response (Integration) incident Service code.

The system creates a matching service call in XSM and assigns the partner's XNA - Break/Fix - Triage Response (Integration) incident Service code.

Updating an XSM Service Call Based on Ticket Priority Rules

In e-automate, the dealer dispatches the call, setting the call's Status to Dispatched.

Since the e-automate service call's Call type is still xsmXNA-regular, Dealer Gateway checks the Workflow defined for the xsmXNA-regular Call type on the Ticket Priority Rules page. The available options, in priority order, are: Triage, 3rd Party Auto Dispatch, and Closed - 3rd Party Dispatch.

Dealer Gateway also checks the Call status mappings defined for the Dispatched (D) Call status on the Ticket Priority Rules page. The available options, in priority order, are: 3rd Party Auto Dispatch and Dispatch Initiated.

Since the first available Workflow rule for which a Dispatched (D) Call status mapping rule is defined is 3rd Party Auto Dispatch, the system updates the service call's Incident Status to 3rd Party Auto Dispatch in XSM.