Responses

A response uses the contact information from the one call center ticket to send a message to the one call center informing them of the work performed on the ticket (marked, cleared, etc.). Responses are chosen from the Ticket Response window.

Examples of responses:

  • Cleared in Field
  • Cleared in Office
  • Marked with Paint
  • Marked with Paint and Flags

When responding to a ticket, you decide if the ticket is open (on-going) or completed (closed).

Note: You can send a positive response to the One Call Center but not send a positive response to the excavator. You can also send positive responses to both the One Call Center and to the excavator, but not include an additional message

You can configure responses to also send positive responses to the excavator, the One Call Center, or both.

Positive responses (either to the One Call Center or to the excavator) can be configured as either complete or ongoing or both.

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

 

  1. On the Response Summary page, in the Name column, click the name of the response

  2. On the Response Detail page, click Add Standard Comment or Delete Standard Comment:

     

    Action Steps
    Add Standard Comment
    1. On the left column, click Add Standard Comment

    2. On the Add a Standard Comment for Response page, fill in the fields:

      1. Abbreviation: the name of the comment (appears in the Ticket Response window, Ticket Response)
      2. Comment: the text of the comment
    3. Click Add
    Delete Standard Comment
    1. On the left column, click Delete Standard Comment
    2. On the Delete Standard Comment from Response page, check the box of the comment(s)
    3. Click Delete

     

 

  1. On the Response Summary page, in the Name column, click the name of the response

  2. On the Response Detail page, click Modify this Response

     

    Field Description Location
    Applicable Response Action

    This setting determines if the response can be used for ongoing updates to a ticket or to complete a ticket

    Both: The response can be used for both complete and ongoing updates

    Complete: The work in the ticket is finished. The ticket status changes to Closed

    Ongoing: Work in the ticket remains to be done. The ticket status does not change

    		 Ticket Response
    Billing Code (Required) Code used by your company to categorize responses with a common label Billing Summary
    Default Units of Work The response will have this unit of work number by default. The user can change this default when responding, if needed. Decimal points are allowed, for example: .25 Ticket Response
    Description The definition or explanation of the response Responses
    Is Clear

    This is a configurable feature. For details, contact Irth Solutions

    		 Ticket Response
    Name (Required) The name of the response as it will appear throughout the system

    Ticket Response and elsewhere

    Show Units of Work The response shows the units of work Ticket Response
    Require Attachment The response requires an attachment (photo, etc) Ticket Response
    Require New Due Time The response requires a new due time for the ticket Ticket Response
    Require Notes The response requires the user to enter notes on the work Ticket Response
    Require Sketch The response requires the user to draw a sketch Ticket Response
    Require Units of Work The response requires the user to enter how much work was done. The units are set by the company. Common units: time (days, hours), distance (feet, miles), number of facilities, etc. Ticket Response

     

    One Call Centers often expect a positive response from your organization to let them know what happened to the ticket they sent you.

    Use this feature to map this response to a response used by the One Call Center

     

    1. For each One Call Center, in the dropdown list, choose the One Call Center response that gets will be sent when this response is chosen

      Example

      Your company's response is "Marked" and you have mapped it to the One Call Center responses as below.

      One Call Center One Call Center's response from dropdown list (received by One Call Center after your company responds Marked )
      ALLC - Alabama One Call Don't Send Response
      DSNY Dig Safely New York Located and marked
      IUPPS Indiana Underground Plant Protection Service Marked but not finished
      MISUTIL-DE Miss Utility of Delaware Marked

     

    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 response to the ticket (marked, cleared, etc.)

    1. To send Positive Response to the Excavator, check the box "Notify Excavator when this response is entered."

    2. Type the text of the message in the format you want to send it

      To make the system automatically add the information below to responses (or an empty free-text field for an additional message), type the words in [brackets] in the Message fields:

      Added Information Key to Response Description
      Additional Message [Addl Msg] 8

      [Addl Msg] adds a free-text field so you can type a message in addition to the Notes and Standard Comment. To make this field appear in the Ticket Response window:

      1. Turn it on in Options > Option to Add Additional Message to Positive Responses to Excavators
      2. Add it to responses by typing [Addl Msg] in the Message fields of the responses
      3. On the ticket response window, check the box for Send Positive Response to Excavator to make the empty free-text field labeled Additional Message appear
      Assigned To [Assigned To] 4 The person the ticket is assigned to. Type [Assigned To]
      Callback Number [Callback] 6 The phone number the excavator needs to contact the Locator of the ticket. Locators are listed in the system as Users or Contractors (you can also use callback numbers from Folders). For details, see Callback Numbers. Type [Callback]
      Locator [Locator] 5 The locator of the ticket. You choose the locator on the Ticket Response window. If the Locator is in the system, it will be listed in either Users or Contractors. Type [Locator]
      Locator Email [Locator Email] 7 The email address of the locator of the ticket. If the Locator is in the system, it will be listed in either Users or Contractors. Type [Locator Email]

       

      Response with Excavator Positive Response Settings as Received by Excavator

      Items 1, 2, 9, and 10 are from the excavator positive response settings. For details, see Modify Excavator Positive Response Setting.

       

      If both Message and HTML Message are filled out, only HTML Message is sent:

      Message Type Description
      Include Additional Forms in Excavator Positive Response Email

      • Primary Locate Form: This form is a message template that is sent to the positive response email

      • Primary Locate Signature App Form: This form is a public form that contains the signature and when returned creates an item linked to the ticket
      Message (Email, Fax) The text of the positive response to the excavator sent as plain text email or fax
      HTML Message Template Choose the message template to use as the text of the positive response to the excavator sent as an HTML email with formatting (bold text, tables, lists, etc.). See Message Templates
      SMS Text Message

      The text of the positive response to the excavator sent as a text message to the phone number you entered in Excavators > Rules for Sending Positive Response to this Excavator > Excavator Summary (if your company has the text feature enabled)

      Text messages have a 140-character limit. The first 140 characters are sent, any more are automatically deleted
      Voice Message The text of positive response to the excavator sent as a voice message to the callback number [link to Ex Pos Resp Settings]. Play the message to check for mistakes

       

      If your company uses message templates for its positive response to excavators, choose the template and what part of the response or excavator positive response settings it replaces:

       

      Option Description
      For Entire Message

      Checked: the HTML message template replaces the response and the excavator positive response settings

      Unchecked: the HTML message template replaces the response
      Select HTML Message Template The list of ticket message templates your company uses for excavator positive responses

       

       

     

  3. Click Add/Save

  4. Optional. To configure the features below, see the Excavator Positive Response Settings

    I need to configure Description
    Attachments per ticket Determine which tickets get attachments included in the positive response to the excavator
    Callback phone number Add a callback phone number so the excavator can contact your company
    Message to excavator about related registration codes or facilities Send a message to the excavator that additional registration codes or facilities affected by the ticket have not responded

     

 

One Call Centers often expect a positive response from you to let them know what happened to the ticket they sent you.

One Call Centers have their own response names. Your company has its own responses. You must map (link) your responses to the equivalent response name used by the One Call Center. Once responses are mapped, your positive response results in the One Call Center receiving their own response name in your positive response (the rest of the information in the positive response is unchanged).

Use this feature to view, create, and change all response mappings for all One Call Centers you interact with.

  1. On the top menu bar, click System Management ( ) > Administration > Ticket Management > Responses
  2. On the Response Summary page, click Configure Positive Response to Center
  3. On the Configure Positive Response to Center page, in the One Call Centers dropdown list, click the One Call Center to see its responses listed below or click All Centers to all responses listed by center

  4. For each One Call Center response, click the dropdown list to choose the response from your company that causes the One Call Center response to be sent to the One Call Center. The same response from your company can be mapped to different responses per One Call Center.

    Column Description
    Applicable for Ticket Types The ticket types used by the One Call Center
    One Call Response The responses used by the One Call Center
    Response Your company's responses

     

    Example

    Your company's response is "Marked" and you have mapped it to the One Call Center responses as below

    One Call Center Your company's responses One Call Center's responses in dropdown list (received by One Call Center)
    ALLC - Alabama One Call Design or Meet Ticket Don't Send Response
    Clear Beyond Buffer Clear: No Conflict for Area Requested
    Marking in Progress Marked but not finished
    Marked Located and marked
    DSNY Dig Safely New York Design or Meet Ticket Design/Survey Locate: Meeting Requested
    Clear Beyond Buffer Cleared
    Marking in Progress Don't Send Response
    Marked Marking Complete

    In the table above, when the Design and Meet Ticket response has been selected for a Alabama ticket, no response is sent to the center. If the Design and Meet Ticket response has been selected for a New York ticket, the Design/Survey Locate: Meeting Requested response is sent to the center.

 

Companies must ask Irth Solutions to enable Excavator Positive Response for each registration code. Once enabled, companies can choose which response goes to which registration code. See Registrations > Select Codes for Clear, Dispatch, and Review Tickets.