To open and use the ticket form, first go to your list of tickets. Find a specific ticket number either by searching for it in the search field by address, ticket number or job.
The ticket will then appear in the list based on your search.
Click on the ticket. A new window opens showing the ticket in more detail.
A quick tour of the ticket form below. The left side of the header shows the ticket number, revision renewal status automatic renewal) and ticket status (Active in this example). The right side has the "set as completed" button, email button, printer button and the arrow icon (hides the ticket form ESC).
Below the header are three icons that show safe to dig icons.
For a detailed look at the Icons you can visit the following link to a specific article:
At the footer of the page is the icon to go to the previous ticket, next ticket or close the current ticket.
Details
This tab refers to all of the Call Centre information relating to the ticket. The first section shows the Lifecycle, Team, Job, User and Description. These are editable fields. To edit any of them just click on the box with the pencil icon and those fields can be updated. The lower section displays the non-editable fields - information from the 811 call center.
Near the top of the form there's a link where you can click and view the ticket in the call center.
Clicking on the "View ticket in call centre" link takes you to the actual ticket. In this example it takes the user to USA North call centre.
Here is an example of the Dig Alert call centre:
Utilities
Utilities refers to the Utility for each ticket. In the ticket details there is a sub menu with 5 tabs: Utilities, Notes, Details, Location and Attachments.
The Utilities tab shows a list of utilities and their status: Each utility has a status (aka dig status) depending on their current positive response code - but this value can be overridden by the user.
Ticket Utilities and Responses
Not all utilities provide their responses through the call center. Some will call directly or send an email. When this happens you need to select the utility and override the listed response with the proper response.
Often a utility will just not respond to a ticket. You can still override to a clear state to indicate that you feel it is safe to proceed based on the information you currently have.
Different utility response codes correspond to green or red indicators.
In the example below is a list of utilities and response colour that indicates if it's safe to dig.
Green: indicates that it is all clear to dig from the utility's perspective.
Red: the utility has indicated that digging is not safe. Other actions are required.
Yellow: the utility has not responded.
Selecting one of the utilities opens up another window displaying the response, Member comments, marks visible" and facility color code. At the bottom is the Response History from the Utility, Contacts (phone numbers for the utility), Notes and Attachments. To exit the form just click "Close".
The Members icon
The member icon in the safe to dig indicators summarizes the status of all of the utility responses. If at least 1 utility status is red, the ticket safe-to-dig indicator is turned red. If there are no red, and at least 1 yellow (no response) then the indicator is yellow. Otherwise when all utility status icons are green, the member safe-to-dig indicator is green.
Contacts
The contacts tab in the ticket form refers to a person involved in some way with the ticket - most commonly ticket locators.
Tickets may have their own list of contacts a company maintains - these are separate from the Utility Contacts provided by the call centre. These contacts are shared at the company level. If a contact has been entered on one ticket, it can then easily be referenced on another ticket. All contacts on a ticket are visible to everyone. Anyone in a company can edit a contact and once edited, the edit will be visible across all tickets.
To add a contact:
To search for an existing contact:
Removing a contact: A contact can only be removed from a ticket if it is not referenced or tagged. If the contact is referenced by other tickets, the user will be alerted that the contact is not deleted, just removed from the ticket
If no other tickets reference the contact, the contact is simply removed.
Tagging:
Notes
The notes tab in the ticket form is an opportunity to add any additional information related to the ticket/job that might be useful. The notes will appear by date.
Location
The location tab is a new feature coming to 811spotter. For now just a screen capture of what is to come.
Attachments
The attachments tab is a feature that enables you to upload photos, links, maps, documents and videos that can support the ticket/job. Everything from site images of work being done, utility markings, site progress, maps, video or other documentation related to the ticket. See our article on Attachments for a detailed look at this feature.
