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Under this tab you can configure projects for a personalized work place experience.

Expand the menu by clicking the expand arrow in the Navigation  OR click directly on the Process symbol to reveal all options of Process configuration.

Go to Process -> Projects.

  1. Click the plus button right next to the search bar to add a new project.
  2. Fill in or edit the following tabs: Basic, Data security.
  1. Decide if your new or existing project should be set to active in the system.
  2. Insert a name for your new project. The name of existing projects cannot be changed afterwards.
  3. Select a workflow from the drop down that you want to use for your project.
  4. Select a Ticket source for your new or existing project (Default: Basic).
  5. Select if your new or existing project should consider skill based selection of engineers.
  6. Select if the Parts tab should be available for your new or existing project.
  7. Select if tickets for this project are not allowed to violate with the LSDT. Violation of the LSDT means that tickets are allowed to expire the LSDT.
  8. Click Save.
  1. Select if you want to enable data anonymization for this project by turning the toggle right.
  2. Insert a number of days in the retention days window if you want to set an offset of days until resolved tickets should get anonymized.
  3. Select the fields you want to anonymize by toggling items you want to anonymize to the right.

Let’s say you want to anomyize the Affected person’s company and the Affected person’s primary phone number.

What you would do is toggle those two toggles to the right and insert a blind text in the right blind text box with a text that should be displayed instead (eg. PRIVATE).

(Optional) Enable Strike Count

The Strike count assists you to apply business conformities into the system and perfectly assists dispatchers in their daily job.

The Strike is visible for the dispatcher, while scheduling tickets and while clicking Callback Req. and while reaching the limit.

  1. Toggle the switch to the right.
  2. Insert the number of strikes (Default: 3) that should be applied for this project.
  3. (Optional) Set a message that should appear for the dispatcher when the count reaches the limit.
  4. (Optional) Translate this message to other languages.
  5. Click Save.

(Optional) Enable Waiting Duration

You can configure a custom waiting duration to establish how long tickets should be moved to the Clipboard tab.
After the waiting duration has passed for the ticket, it will move back from the Clipboard tab to the Dispatch tab.

The Waiting Duration is visible for the dispatcher, while scheduling tickets and while clicking Enduser not reached.

  1. Toggle the switch to the right.
  2. Insert a duration. You can set minutes, hours and even days.
  3. Click Save.
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