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Shared, Standardised Settings – ‘Flavours’

9.1 Flavours Overview
For a detailed walkthrough of the various settings which use flavours in Builder, see the following video:
https://youtu.be/urUD1CPFmOM

In order to encourage the use of standard approaches to running tickets, cases & actions through your business processes, Builder’s configuration approach encourages the reuse of related attributes which are grouped together into areas which define who work goes to, when it is due, what follow up rules are, and lastly some more general settings.
For each of these areas you are encouraged to create a standard menu of options which can be mixed together as standard ‘flavours’, providing flexibility in service delivery without the need for bespke support of a large number of ways of doing things.

image
Sample of a set of Due date flavours.

Underpinning each of these selectable flavours are more detailed settings, but you should not need to manage your configuration at that detailed level on a day-to-day basis. By far the most frequent interaction you will have with flavours is to simply:

  • Ticket: Add a category row, choose your three flavours from the dropdown lists:

  • Who does it go to?

  • When is it due?

  • Follow up settings
    and you’re done.

  • Case: Add an action row, choose your three flavours from the dropdown lists:

  • Who does it go to?

  • When is it due?

  • General settings
    and you’re done.

After the initial work has been done when you first set up your system to create a standard menu of different allocation options, due date options, general settings & follow up settings, you should not need to access the detailed flavour screens very frequently.
The remainder of this section covers the underlying details of each of these sets of data, and what they are used for at runtime, but you should not need to interact with these screen very often.