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1. Interview your dispatcher or technician, and write down the rules like this: If _____, then it is more/less important
2. Review the point rules one by one, and make sure you use the “Save and Test” button to test the rules one by one.
3. User “test all” to balance the points between the rules.
4. Ask the tech to start the trial, giving feedback.
5. Adjust the rules and points when getting feedback from the dispatcher or techs.
6. The first milestone is to match what humans are doing, which is typically not too difficult since they don’t use a whole lot of rules, and it doesn’t need to be perfect for the first version for the Next ticket o be useful since humans are much worse.
7. Keep updating the next ticket for the next couple of weeks, it will get to a good enough point that you don’t need to do much anymore.
8. Request new rules that don’t exist already.

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