Service connects telemetry, dispatch decisions, territory, SLA, technician work and material. Review configuration across the complete ticket lifecycle.
Before you begin
- First confirm the correct company and location.
- Prepare a real operating scenario for validation.
- Confirm permission for the intended change, not only read access.
1. Choose an operating profile
Self-service suits owned devices in malls or dormitories. Service organization fits a customer service network. Hybrid combines both; Custom leaves all policy choices to the administrator.
2. Choose ticket mode
Start with Approval proposals. Manual blocks automatic tickets. Approval creates a private proposal. Automatic activates rules without a human step. Hybrid follows each rule’s action.
3. Configure rules
For each event set priority, threshold, recurrence, minimum duration, deduplication window, cooldown and SLA. We recommend confirming offline only after at least 10 minutes.
4. Set safety limits
The hourly limit prevents a ticket storm during an integration fault. The approval limit determines when Operations Center escalates an unattended proposal.
5. Test before automation
Send one controlled telemetry event and verify the proposal, SLA, location and eligible technicians. Only then move selected rules to automatic.
- Test changes on one controlled case first.
- Add a clear audit note to important decisions.
- After saving, verify the result from the operating role’s perspective.
- Bulk changes without testing can affect many devices or tickets.
- Overly broad access hides a problem but does not create a sound process.
- An unverified change may behave differently in downstream workflow.
The result should be one clear flow: the right signal creates one actionable case with correct SLA and an eligible technician.
Still need help? Contact support.