Real-time points
Each event is named as the Custom Points page names it. The points are Nilear’s standard points per board type; the Real-time Custom modules use your own values instead. Positive points earned while on-site at a client on a board other than a project board count three times (see Real-time Ticketing).
Events
Section titled “Events”| Event | When it applies |
|---|---|
| IN_PROGRESS | The ticket was In Progress (SLA escalation status We have created a Resolution Plan) and a time entry matches that time, starting within 8 minutes of the start of work and ending within 15 minutes of its end. Awarded once a day per ticket per member. |
| IN_PROGRESS_MISSING | Time was recorded for work, but the ticket was never put In Progress. |
| IN_PROGRESS_TOO_LONG | The ticket was left In Progress more than 15 minutes longer than the work recorded. |
| IN_PROGRESS_TOO_EARLY_OR_LATE | The ticket was put In Progress well before work started, or work started and the ticket went In Progress more than 8 minutes after the start, or left it more than 15 minutes after the end. |
| IN_PROGRESS_LONGER_THAN_ACTUAL_WORK | More than a quarter of an hour of work was recorded but over a third of it was deducted: the ticket should have come out of In Progress. |
| CONFIGURATION_ATTACHED_DURING_BILLABLE | A configuration was attached during a billable time entry. |
| CONFIGURATION_ATTACHED_DURING_NONBILLABLE | A configuration was attached during a non-billable time entry. |
| CONFIGURATION_ATTACHED_NO_TIME | A configuration was attached when no time entry covered that moment. |
| SOURCE_PHONE | A new ticket’s Source was set to Phone. |
| SOURCE_NOT_SET | The ticket’s Source was left on Change Me or a similar invalid default. |
| SERVICE_TYPE_NOT_SET | The ticket’s Type was left on Change Me or a similar invalid default. |
| TIMELY_TIME_ENTRY | The time entry was entered within 5 minutes of finishing the work. |
| UNTIMELY_TIME_ENTRY | The time entry was entered more than 15 minutes after the work. |
| UNTIMELY_NOTES | Notes were added to the time entry more than 15 minutes after the work. |
| BLANK_TIME_ENTRY | A billable time entry, other than travel, has no notes. |
| QUICK_TICKET_START | Work started on the ticket within 5 minutes of its creation. |
| COMPLETED | The ticket reached the SLA escalation status We have resolved the issue. |
| REOPENED | A closed ticket was reopened and time was then recorded on it. See Reopened tickets. |
Standard points
Section titled “Standard points”| Event | Service | Monitoring | Project | Sales | Other |
|---|---|---|---|---|---|
| IN_PROGRESS | +16 | +8 | +48 | +16 | +8 |
| IN_PROGRESS_MISSING | −16 | −8 | −48 | −16 | −8 |
| IN_PROGRESS_TOO_LONG | −16 | −8 | −48 | −16 | −8 |
| IN_PROGRESS_TOO_EARLY_OR_LATE | −16 | −8 | −48 | −16 | −8 |
| IN_PROGRESS_LONGER_THAN_ACTUAL_WORK | −16 | −8 | −48 | −16 | −8 |
| CONFIGURATION_ATTACHED_DURING_BILLABLE | +8 | +4 | +24 | +8 | +4 |
| CONFIGURATION_ATTACHED_DURING_NONBILLABLE | +4 | +2 | +12 | +4 | +2 |
| CONFIGURATION_ATTACHED_NO_TIME | +4 | +2 | +12 | +4 | +2 |
| SOURCE_PHONE | +8 | 0 | 0 | +8 | 0 |
| SOURCE_NOT_SET | −8 | −4 | 0 | −8 | 0 |
| SERVICE_TYPE_NOT_SET | −8 | −4 | 0 | −8 | 0 |
| TIMELY_TIME_ENTRY | +4 | +2 | +12 | +4 | +2 |
| UNTIMELY_TIME_ENTRY | −8 | −4 | −8 | −8 | −4 |
| UNTIMELY_NOTES | −8 | −4 | −12 | −8 | −4 |
| BLANK_TIME_ENTRY | −8 | −4 | −12 | −8 | −2 |
| QUICK_TICKET_START | +8 | +4 | 0 | +8 | +4 |
| COMPLETED | +8 | +4 | +24 | +8 | +4 |
| REOPENED | −16 | −8 | −48 | −16 | −8 |
The Level variants score every board type with the Service column.