Priority Rules : Keywords

Priority Rules : Keywords

When submitting a ticket, the ticket PRIORITY level can be changed based on set keywords found in the ticket complaint box. Your admin team can manage these keywords.
In the ADMIN => PRIORITY RULES => KEYWORDS

  1. (1) is the keyword to look in the complaint of the ticket being submitted.
  2. 1 in blue box, is value to change can be + or -. Enter in the box a new value.
  3. Reset to 0, will remove this keyword, putting it in the zero list. No effect is made to the ticket pri.
  4. deletekeyword no longer works. - to be removed.
After you make a change, click "SHOW ALL x KeyWords with values" to confirm the changes.
KeyWord values are adjust when a new ticket is submitted, and when the value is set to "0" (if math is enable). When keyword is completed checking, it is adjusted to "1" value even if none were found. The "1" value is a flag to not check again until set back to "0"
In the above example if we only have these 4 keyword rules:
(1) = add value of 1
(2) = add value of 2
(3) = add value of 3
[APPNC] = add value of 100
The final one, is blank in this example and does nothing.
EXAMPLE: With the keyword rules set above. A new ticket submitted with complaint with:
"This is a test (1), (2)." 
The final PRI value would be = 1+2 = 3
This feature is managed by your staff management with access to the ADMIN section.  Enabled by default and can be turned off if requested by Triage Logic Support.