October 4, 2017
By Katie Murff Managing Tickets
We have written about how reporting can help you to understand your buildings' and assets' conditions better. Good reports require concise classification. Use Categories and Service Level Agreements to manage tickets and generate better reports.
Quick Tickets can automatically apply the correct Category when an occupant files one. Configure the Quick Ticket template to include the Category in Portfolio Settings.
During the ticket triage process, apply Service Level Agreements to set priorities and due dates and to classify tickets.
A portfolio's default state is to allow Categories to be created anywhere. You may disable this for more consistent categorization. In Portfolio Settings, change edit Categories to here only, to limit the creation of Categories. Within Categories, merge and rename the Categories to edit your Category list. Categories may be archived once no associated records are using the category. Closed tickets are not updated.
Category groups differentiate uses of Categories. For example, you may create a group of Categories to indicate a location's use as public or private or to distinguish between categories that describe problems and solutions. Categories in the Occupant Visible group are shown when Occupants file tickets. This can be used to enable an Occupant to indicate that a ticket is a health and safety issue or like classifications from which you want them to choose.
Categories help you manage ticket data to more easily understand trends and group tickets. To get started:
- Observe which categories your team is using and how
- Limit the creation of Categories to the Portfolio Settings only and pair the list down to the most commonly used (typically 20 or so)
- Configure Quick Tickets to apply the Categories
- Try using Service Level Agreements to increase the consistency and efficiency the triage process
- Consider using Category Groups last. Typically, only highly managed portfolios need them.