Bureau Overview

The Bureau Overview page displays large buttons that function similarly to a tile and a tabular representation of information about the entire bureau. This page only displays if asset information is associated with the controllers and bureau information is broken down by asset category and various issue categories. Bureaus, who primarily use this page, are advanced call center users with knowledge and expertise in assessing and resolving flagged issues.

The Bureau Overview table displays the following flagged issue categories:

• Flagged Issues with Bureau

  Contains flagged issues that are active within this bureau even though a user has taken custody of the issue. Does not include issues in store custody.

• Flagged Issues Not in Bureau Custody

  Issues that are in the bureau but are not currently being worked on. Issues leave this category once a user has taken custody or time expires and the issue moves to the store.

• Flagged Issues with Bureau to Respond in 30 min

  Issues that must be taken custody of within a 30 minute time limit. If the time limit is exceeded, the issue passes on to the next stage in the life cycle, which depends on how the rule is configured. Possible next steps corresponding with the rule configurations include:

  • Passing onto the store

  • Acquiring store input

  • Creating a work order, if the trigger criteria are still met after the time limit is up.