Ticket Assigned Notifications

Use this feature to be notified when tickets are assigned. You can customize how and when the system sends notifications by selecting the event, message content, where the notification should be sent, and the delivery schedule. You can also use Ticket Assigned Profiles to send notifications to multiple users at once.

  1. On the top menu bar, click System Management ( ) > Administration > Ticket Management > Ticket Notifications
  2. On the Notification Overview page, in the left column, click Ticket Assigned Notifications

  3. On the Ticket Assigned Notifications page:

    Action Description
    Add notification Click Add a Ticket Assigned Notification. The Add a Ticket Assigned Notification page appears. See Edits, below
    Modify notification

    In the main page, under Assigned Notifications, click the text in the Locator column to choose the notification to modify.

    The Ticket Assigned Notification Detail page appears. Make edits as below

     

    Edits

    Who Assigned to/Change Person

    Assign the ticket to a user and click Next

     

    Notification Condition Description
    Send this notification for all tickets All tickets that meet the meet the standards in this notification will cause a notification to be sent
    Send for selected ticket types Search or select ticket types

    Send for selected ticket type categories

    Use your One Call Center's ticket type categories:

    • Aerial
    • Damaged Utility
    • Design
    • Emergency
    • Meet
    • Recall
    • Regular
    • Revision
    • Short
    Send for tickets with less than a specified amount of time until due Choose the time until due
    Send for tickets with the following selected keywords Choose the keywords in the ticket. See Keywords

     

     

    Notification Description
    To a recipient defined for my company Choose recipient. To set up users, see Users
    To an email address I specify Type email address
    To a device defined for my company Choose device. To set up devices, see Devices
    Call to Company User Choose user. To set up users, see Users
    Call to Phone Number Type phone number
    Call Profile Choose the rotational call profile. To set up profiles, see Rotational Call Profiles
    Text Message to Company User Choose user to send text to. To set up users, see Users
    Text to Phone Number Type phone number to send text to

     

     

    What you send Description
    Instead of ticket text, send message I specify Type your message
    Send fields from ticket that I specify
    1. After choosing this option, click Next
    2. Choose the fields and click Next
    3. Choose the maximum message length (999 characters) and field order and click Next
    Send text of ticket
    • Attachments: Any files attached to the ticket
    • GML: Geographical Markup Language files are XML files used to exchange geographic data. The GML format is maintained by the Open Geospatial Consortium
    • Message template: Choose the Message Templates to include
    • Smart score: Choose the Smart Scores to include
    • Standard IRTHNET header: Contains folder name and other information; used by contract locators only
    • Ticket identifier: Configured to send for contract locators response protocol only
    • Ticket processing history: The ticket's audit history

     

    When to Send

    Choose when to send the notification.

    Description

    Type the description (name or notes).

    Review the notification

    Click Back to go back and make corrections.

     

  4. Click Finish. The Ticket Assigned Notification Detail page appears

 

Ticket Assigned Notification Profiles can be used by multiple users. To assign a profile to users, go to Users.

  1. On the Ticket Assigned Notification Summary page,

    Add or Modify Notification Profile Description
    Add Notification Profile In the left column, click Add a Ticket Assigned Profile. The Add a Ticket Assigned Notification page appears. See Edits, below
    Modify Notification Profile In the main page, under Assigned Notification Profiles, click the text in the Name column to choose the notification profile to modify. The Ticket Assigned Profile page appears. See Edits, below

     

    Edits

    Some fields need explanation.

     

    Notification Condition Description
    All tickets All the tickets
    Selected keywords Choose the keywords in the ticket. See Keywords
    Selected ticket types Search or select ticket types

    Selected ticket type categories

    Use your state One Call Center's ticket type categories:

    • Aerial
    • Damaged Utility
    • Design
    • Emergency
    • Meet
    • Recall
    • Regular
    • Revision
    • Short
    Time until due The length of time before tickets are due. At the end of the time, the notification is sent

     

    Profile Name

    Type the name of the profile

     

    What you send Description
    Instead of ticket text, send message I specify Type your message
    Send fields from ticket that I specify
    1. After choosing this option, click Next
    2. Choose the fields and click Next
    3. Choose the maximum message length (999 characters) and field order and click Next
    Send text of ticket
    • Attachments: Any files attached to the ticket
    • Smart score: Choose the Smart Scores to include
    • Standard IRTHNET header: Contains folder name and other information; used by contract locators only
    • Ticket identifier: Configured to send for contract locators response protocol only
    • Ticket processing history: The ticket's audit history

     

    Choose when to send the notification. High importance: Email notifications have an exclamation point

     

     

  2. Click Add/Save. Result: The Ticket Assigned Profile page appears
  3. To assign a profile to users, see Add Users to Profile, below

 

Ticket Assigned Notification Profiles can be used by multiple users. You can also assign profiles to users on the Users screen.

  1. On the Ticket Assigned Notification Summary page, in the Assigned Notification Profiles table, in the Name column, click the profile
  2. On the Ticket Assigned Notification Profile page, in the left column, click Select Users
  3. On the Select Notification Profile Users page, use the search box (top left) or the pagination links (bottom right) to find users
  4. Click Save

 

  1. You can enable or disable a notification from either the Notification Summary page or from the notification itself (while modifying it).

    Page How to Enable or Disable
    Notification Summary page
    1. In the left column, click Enable/Disable...Notifications
    2. Click the check boxes to choose the notifications and click Enable or Disable
    3. The Ticket Notification Summary/Overview page appears listing notifications
    Notification Detail page
    1. In the left column, click Enable/Disable this Notification
    2. The Ticket Notification Detail page appears showing the notification enable or disabled