Scoring modules
The modules are listed under Add Additional Scoring Modules on a ScoreCard. A new ScoreBook’s first ScoreCard starts with Real-time Ticketing and Ticket Timesheets.
Real-time Ticketing family
Section titled “Real-time Ticketing family”How these score is in Real-time Ticketing; their points are in Real-time points.
| Module | Logic |
|---|---|
| Real-time Ticketing | The standard module. |
| Real-time Precision Ticketing | Precision |
| Real-time Average | Average |
| Real-time Ticketing Level | Level |
| Real-time Precision Level Ticketing | Precision and Level |
| Real-time Precision Average | Precision and Average |
| Real-time Average Level | Average and Level |
| Real-time Precision Level Average | Precision, Level and Average |
| Real-time Custom Ticketing | Custom |
| Real-time Precision Custom Ticketing | Custom and Precision |
| Real-time Custom Average | Custom and Average |
| Real-time Custom Ticketing Level | Custom and Level |
| Real-time Precision Custom Average | Custom, Precision and Average |
| Real-time Custom Level Average | Custom, Level and Average |
| Real-time Precision Custom Level Ticketing | Custom, Precision and Level |
| Real-time Precision Custom Level Average | Custom, Precision, Level and Average |
| Ticket Resolution | Only the points for completed tickets, and those lost when a closed ticket is reopened. |
How these score is in Timesheet scoring.
| Module | Scores |
|---|---|
| Timesheets | Minutes on Technical work types and project minutes, less deductions for late timesheets and corrected entries. |
| Ticket Timesheets | Every minute recorded against tickets, rather than Technical against Administrative work types. |
| Work Types | Minutes weighted by each work type’s Points per Minute. |
Documentation and reviews
Section titled “Documentation and reviews”| Module | Scores | How |
|---|---|---|
| Configurations | Creating configurations, attaching them to tickets, and others attaching the configurations you created or updated. | Configuration scoring |
| Configuration Review | Reviewing configurations, keeping your documentation accurate and up to date. | Peer Review and Configuration Review |
| Peer Review | Real-time peer and management reviews posted by instant message. | Peer Review and Configuration Review |
Custom modules
Section titled “Custom modules”Modules you create yourself, and whose scores you enter. They are listed with the others once created. See Create a custom module.