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How to Configure Occurrence Routing
Who is this article for?Ideagen Quality Management Admins planning on implementing occurrence routing.
Administration module access is needed.
The Occurrence module is an optional module that can be purchased with your Ideagen Quality Management system. This module allows administrators to create custom fields and then use them to build custom forms that end users can fill in.
Depending on the scope of your forms you may want to route these forms to a specific individual to process and investigate. Occurrence routing gives you the ability to "route" the forms to the right people. This will control who sees the Occurrences on their workload and actions list.
This article outlines:
- The Impact of Occurrence Routing
- Occurrence Route Definitions
- How to Configure Occurrence Routes
- Further Reading
Note: If Occurrence routing is not enabled then anyone who has access to the Occurrences module will see workload/my action metrics for all new Occurrences records instead of only those they are responsible for.
1. Impact of Occurrence Routing
Occurrence routing will impact workload actions, email notifications and reminders.
| Notification | Without Routing | With Routing |
|---|---|---|
| Workload Actions | Visible to all Ideagen Quality Management users | Visible only to users designated 'stakeholders' |
| E-Mails | Distributed to users according to e-mail configuration | Issues to users designated as 'stakeholders' |
| Reminders and Escalation | Distributed to users according to reminders and escalation configuration | Distributed to users according to reminders and escalation configuration |
As the Occurrence Routing alters the people who will be notified of Occurrence records being created, it is recommended that you have a firm understanding of:
- The structure of your organisation.
- The various sites and roles that exist within the organisation.
- The responsibilities associated with each role.
2. Occurrence Route Definitions
The table below explains the terms used when configuring Occurrence Routing:
| Term | Definition |
|---|---|
| An Occurrence Route | The path which Actions and E-Mail Messages will take to reach the Stakeholder. The route is calculated based on Occurrence Type and Location. |
| Stakeholder | An individual who has a stake in the outcome of the Occurrence (e.g. company director, departmental manager, etc). Normally the Ideagen Quality Management user who is responsible for performing the actions that result from an Occurrence being raised will be specified as a Stakeholder. |
| Location | The geographical location specified in the location field. |
| Incident Template | A template holding the stage/action workflow that is applied to the Incident record. |
3. How to Configure Occurrence Routes
To configure Occurrence routing:
- Open the Administration module.
- Browse to Incident & Occurrence Administration, and then to Occurrence Route Configuration.
- Click New.
- Enter a name for your Occurrence route.
- Select the Occurrence type that needs to be routed.
- If required, enter any business locations that this need to be considered in the route.
- Open the Stakeholders tab.
- Assign your users and specify what actions and messages should be assigned to the users.
- Click OK.
- Click Enable Occurrence Routing to activate routing.
Missing the Occurrences functionality? Occurrences module is part of the Ideagen Quality Management IMS edition and is not part of the QMS edition. You can request details of upgrading to IMS by contacting your account manager.