Excavator Positive Response Settings

A Positive Response to the Excavator uses the contact information from the one call center ticket to send a message to the excavator informing them of the positive response to the ticket (marked, cleared, etc.)

By default, the system provides one excavator setting that is used for all positive response messages. Occasionally companies have different operating names in different parts of the country or would prefer to have local offices handle questions regarding the locate. Excavator Positive Response settings allow settings to be created for each area of operation so the correct information is provided to the excavator.

  1. On the top menu bar, click System Management ( ) > Administration > Ticket Management > Excavator Positive Response Settings
  2. On the Excavator Positive Response Setting Summary page, click Add an Excavator Positive Response Setting
  3. On the Add an Excavator Positive Response Setting page, fill in the fields. See Modify Excavator Positive Response Setting, step 3, below

 

  1. On the Excavator Positive Response Setting Summary page, in the Name column, click the name of the excavator positive response
  2. On the Excavator Positive Response Setting Detail page, click Modify this Excavator Positive Response Setting

  3. On the Modify an Excavator Positive Response Setting page, fill in the fields:

    Field Key to Response Description
    General Settings    
    Description Not applicable A description of the excavator positive response setting
    Name Not applicable The name of the excavator positive response setting
    Attachment Configuration    
    Select All: Ticket Attachments 9 Include the attachments from the original ticket and updates to it, plus the related items and their attachments for all tickets. All tickets, attachments, related items, and message templates are sent in a ZIP file
    [list of tickets] 9

    Check box: Include the original ticket, any attachments and updates to it, plus the related items and their attachments, and any message templates in a ZIP file

    Dropdown list: Choose the message template to be sent with the ticket

    Language: English   Language is system supplied. To change it, contact Irth Solutions
    Callback Number (optional) Not applicable The phone number of the company (One Call Center member) / Locator (if on staff at company) the excavator should contact. This number is the last resort for callback numbers (it is used only if callback numbers for users, contractors, and folders do not apply). For details on other numbers, see Callback Numbers
    Email/Fax Configuration    
    Fax Header Number Not applicable The fax number of the company (One Call Center member) / Locator (if on staff at company) the Excavator should contact
    Footer 10 The footer of the email/fax sent from the company to the excavator
    Header 2 The header of the email/fax sent from the company to the excavator
    Preferred Company Name Not applicable The name of the company (One Call Center member) that is contacting the excavator
    Related Registration/Facility Message (optional) Not applicable The message to the related registration code or facility. Play the message to check for mistakes. To enable this feature, go to Options > Option to Include Messages for Related Registration Code / Facility in Excavator Positive Response
    Subject 1 The subject line of the email/fax sent from the company to the excavator
    Voice Configuration    
    Goodbye 10 The closing of the voice message sent from the company to the excavator. Play the goodbye to check for mistakes
    Greeting 2 The introduction to the voice message sent from the company to the excavator. Play the greeting to check for mistakes
    Related Registration/Facility Message (optional) Not applicable The message to the related registration code or facility. Play the message to check for mistakes. To enable this feature, go to Options > Option to Include Messages for Related Registration Code / Facility in Excavator Positive Response

    Response with Excavator Positive Response Settings as Received by Excavator

    Items 4-8 are optional information from the response. For details, see Responses > 2c: 2a. Optional. Add information to response.

  4. Click Save

 

You can choose to send positive responses to the excavator only when the ticket has been closed. If you are also using facility types, a response will be sent only after all facility types for the ticket have responded and it has a status of Closed.

  1. On the top menu bar, click System Management ( ) > Administration > Ticket Management > Options

  2. On the Options page, enable "Option to Only Send Positive Response to Excavator when Ticket is Closed."

    Remember to log off and back into the system so the change can take effect.

    Result: When users enter a Complete response to a ticket, the positive response will not be sent until they enter a response to complete the job