Shared, Standardised Settings – ‘Flavours’

Flavours Overview

In order to encourage the use of standard approaches to running Tickets, Cases and Actions through your business processes, Builder’s configuration approach encourages the re-use of related attributes which are grouped together into areas which define who work goes to, when it is due, what the follow up rules are, as well as some more general settings.

For each of these areas you are encouraged to create a standard menu of options which can be mixed together as standard ‘flavours’, providing flexibility in Service delivery without the need for bespoke support of a large number of ways of doing things.

Underpinning each of these selectable flavours are more detailed settings, but you should not need to manage your configuration at such a detailed level on a day-to-day basis.

After the initial work has been done when you first set up your system to create a standard menu of different allocation options, due date options, general settings and follow up settings, you should not need to access the detailed flavour screens very frequently.

Note: the creation of new bespoke Due Date methods and Allocation methods is no longer supported.

By far the most frequent interaction you will have with flavours is for Tickets and Actions.

Ticket Flavours

Add a category row, choose your three flavours from the dropdown lists:

• Who does it go to?

• When is it due?

• Follow up settings

And you’re done.

Case Flavours

Add an Action row, choose your three flavours from the dropdown lists:

• Who does it go to?

• When is it due?

• General settings

And you’re done.