Auto Folder Placement

Use auto-processing to eliminate some of the tasks of ticket management. Based on registration codes or defined geographic areas, the system can automatically assign an incoming ticket to a person or place it into a folder. Geographic information can also be used to automatically enter a response on a ticket.

Tickets are auto-processed in this order:

Processing Order Category Type Description
1 Auto Process Apply Recommendation Schedules Auto Process Recommendation Schedules are used to delay the application of auto process rules to allow time for staff to review tickets
2 Auto Process Override Rules Auto Process Override Rules are applied before any Auto-Response, Auto-Folder Placement, or Auto-Assignment rules. When an Auto Process Override Rule is applied, no other processing rules will be applied
3 Auto Response The system automatically enters one of your responses to incoming tickets based on your facility location or using information provided on the One Call Center ticket
4 Auto Folder Placement The system automatically places incoming tickets in a folder based on a registration code, information provided on the One Call Center ticket or a geographic area of responsibility
5 Auto Assignment The system automatically assigns incoming tickets to a locator based on a registration code, information provided on the One Call Center ticket or a geographic area of responsibility.   Auto-Assignment rules are only used if no matches are found on a folder placement rule

 

  1. On the top menu bar, click System Management ( )>Administration tab>Ticket Management>Auto-Processing
  2. On the Auto Processing Overview page, click Go to Auto Folder Placement Summary
  3. On the Auto Folder Placement Summary page, click Add an Auto Folder Placement Item
  4. See Edit Auto Folder Placement, step 2, Edits, below

 

  1. On the Auto Folder Placement Summary page, click the text in the Apply To column to choose the auto response to change.

  2. On the Auto Folder Placement Detail page, make edits as below.

    Edits

    Edits listed in order of Adding a Auto Folder Placement. When changing an Auto Folder Placement Item you can make edits in a different order

    Select or search for the registration codes and facilities in the ticket that the system matches on to auto assign the ticket.

    Action Description
    Search
    1. In the Search In dropdown list, choose to search for a registration or facility
    2. In the search box, type the name of the registration or facility
    3. Click Search ( )
    4. From the search results, click the ones you want to add to the response
    Select Click the registrations or facilities you want to add to the response

     

    1. In the Ticket Folder dropdown list, click the folder you want to put the ticket in

    2. Put ticket in folder or recommend to put in folder:

      Assign to Description
      Put tickets in the selected folder The system puts the tickets in the folder you chose
      Recommend to put the tickets in the selected folder

      The system allows tickets to be reviewed by someone before putting them in the folder you chose.

      In the Apply dropdown list, choose when the review period ends:

      • After elapsed time: Choose length of review period (days, hours, minutes)
      • Never: Review period never ends
      • On a specific time each day: Choose time of day that review period ends
      • Use system settings: Tickets are assigned if they have not been processed within 5 hours after they are received.

     

    In the dropdown list, choose the information from the ticket that the system matches on so it can auto respond to the ticket.

    Any information typed into boxes must match the information on the ticket exactly (make sure whatever you type has no spaces before or after the text)

    Match Description
    All Tickets Assign all tickets to one person. Confirmation screen doesn't need to be documented
    Excavator Name Type the excavator name from the ticket. Finish button; must match ticket exactly copy and paste from ticket.
    Grid The One Call Center provides grid data in the ticket, if applicable. Some grids are converted to latitude/longitude data. Not commonly used
    Keyword

    Find keywords (search for or select keywords)

    Choose when to apply this rule (either when any of the keywords you chose or when all keywords you chose are found on the ticket).

    Your company must have created keywords. See Keywords
    Map, Page, and Grid Cell Type the Map, Page, and Grid Cell values from the ticket
    Noncompliant Excavator

    Click to choose whether the excavator is compliant or non-compliant.

    Your company must have distinguished between compliant and non-compliant excavators. To set up excavators, see Excavator Summary
    Remark Requested

    Click boxes to request remarks

    Only two One Call Centers make remarks (USAN and USAS)
    Responsibility Area Find responsibility area (search for or select). Responsibility areas vary by One Call Center. After choosing responsibility area, go to Geocode Lookup Type, below
    State, County, and Place

    Select the State from the dropdown list

    Type the County and Place

    Subdivision Type the Subdivision from the ticket
    Ticket Type Find Ticket Types (search for or select). Ticket types vary by One Call Center
    Ticket Type Category Click the Ticket Type Category from the ticket.
    Township, Range, Section, and Quarter

    Type the Township, Range, Section, and Quarter from the ticket

    The three largest units from the United States Public Land Survey System (PLSS), also known as Congressional townships or survey townships. The units in the system from largest to smallest: Township, Range, Section, Quarter/Quadrangle/Quadrant

    Not commonly used
    Work Type Type the Work Type from the ticket

     

    If matching on responsibility area (in 2c: Match table, above), then choose Geocode lookup type.

    Lookup Option Description
    Address The street name and address number from the ticket
    Address (adj place used) The dig site location is found at an address adjacent to the original address in the ticket
    Between The location is on a street that runs between two parallel streets (between two intersections)
    County The county in the address
    Intersection

    Intersections are defined by One Call Centers on each ticket and usually have these elements:

    • Two streets that cross each other
    • Additional information (landmark, one of the four corners, etc)
    • Part of the dig site

    Example: Intersection: The northwest corner of 1st street and Main street
    OCC Dig Area

    The One Call Center (OCC) dig area contains the latitude and longitude coordinates from the One Call Center ticket (can also contain grid data). This dig area is a shaded box

    If you chose OCC dig area and a geocode, then choose order of geocode application. If you do not check OCC dig area, then the order does not matter

    Recommendations

    • Use OCC Dig Area, if possible
    • Avoid using County, Place, and Street
    Parcel The parcel of the address from the ticket. The parcel shows the legal boundary of the address
    Place The official boundaries of the city
    Street The name of the street or road

     

  3. Click Finish. The Auto Folder Placement Detail page appears for the item you just created. On the Auto Folder Placement Summary page, the Apply To column lists the registration and facilities you chose

 

  1. You can enable or disable an auto response category from either the Summary page or from the response itself (Detail page).

    Page How to Enable or Disable
    Summary page
    1. In the left column, click Enable/Disable Auto Folder Placement Items
    2. Click the check boxes to choose the responses and click Enable or Disable
    3. The Auto Folder Placement Summary page appears listing responses
    Detail page
    1. In the left column, click Enable/Disable this Auto Folder Placement Item
    2. The Auto Folder Placement Detail page appears showing the notification enable or disabled