Ticket Due Notifications

Use this feature to be notified when tickets are coming due within the configured amount of time. 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.

Only the main features are documented.

  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 Due Notifications

  3. On the Ticket Due Time Notification page: 

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

    Click the text in the For Ticket Status column to choose the notification to modify.

    The Ticket Due Time Notification Details page appears. Make edits as below

    Edits

    Notification Information Description
    After tickets have been received The length of time after tickets have been received. At the end of the time, the notification is sent
    Description The name of the notification
    For facility types Select facility types
    For ticket types Search or select ticket types

    For ticket status

    • Assigned: Choose the locator or contractor the ticket is assigned to
    • In ticket folder: Choose the folder the ticket is in
    • Pending your research: Choose the registration code on the ticket that needs research to be assigned
    When tickets are due within The length of time before tickets are due. At the end of the time, the notification is sent

     

  4. Click Add. The Ticket Due Time Notification Details page appears

 

 

  1. On the Ticket Due Time Notifications page, click the text in the Ticket Status column to choose the notification to add a recipient to.
  2. On the Ticket Due Time Notification Details page, in the left column, click Add a Recipient

  3. On the Recipient Information page, fill in the fields.

     

    Notification Description
    A recipient defined for my company Choose recipient. Optional: Can send this notification with high importance (check box at bottom, above Add)
    An email address I specify Type email address. Optional: Can send this notification with high importance (check box at bottom, above Add)
    Place a voice call to someone in my company Choose user. To set up users, see Users
    Place a voice call to a specific phone number Type phone number
    Place a voice call to a rotational call profile Choose the rotational call profile. To set up profiles, see Rotational Call Profiles
    Place a text message to a specific phone number Type phone number to send text to
    Place a text message to someone in my company Choose the user at your company. To set up users, see Users

     

     

     

    What you send Description
    A 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

     

     

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

     

     

  4. Click Add. The Ticket Due Time Notification Details page appears

 

 

  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