Ticket Put in Folder Notifications

Use this feature to be notified when tickets are put into folders. You can customize how and when the system sends notifications by selecting the condition, message content, where the notification should be sent, and the delivery schedule.

  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 Put in Folder Notifications
  3. On the Ticket Put in Folder Notification page, fill in the fields. See Modify section in Ticket Put in Folder Notification, step 4, below: 

 

  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 Put in Folder Notifications
  3. On the Ticket Put in Folder Notification page, click the text in the Folders column to choose the notification to modify

  4. The Ticket Put in Folder Notification Details page appears. Make edits as below:

    Description

    The description of the notification

     

    Tickets placed in folders

    Choose folders that cause the system to send notifications when tickets are put in them

     

    Applies for (conditions)

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

    Selected ticket type categories

    Use your One Call Center's ticket type categories:

    • Aerial
    • Damaged Utility
    • Design
    • Emergency
    • Meet
    • Recall
    • Regular
    • Revision
    • Short
    Time until due Choose the time until due. Send for tickets with less than a specified amount of time until due
    Selected keywords Choose the keywords in the ticket that cause notifications to be sent. See Keywords.

     

    When to Send

    Choose when to send the notification.

     

  5. Click Add/Save. The Ticket Put in Folder Notification Detail page appears.

 

  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 Put in Folder Notifications
  3. On the Ticket Put in Folder Notification page, click the text in the Folders column to choose the notification to modify
  4. On the Ticket Put in Folder Notification Details page, click Add Recipient

  5. On the Ticket Put in Folder Notification Recipient page, fill in the fields:

    Where to send

    Recipient 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)
    A device defined for my company Choose device. To set up devices, see Devices
    Place a voice call to someone in my company Choose the user at your company. To set up users, see Users
    Place a voice call to a specific phone number Type the phone number
    Place a voice call to a rotational call profile Choose the rotational call profile. 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 to send

    What you send Description
    A message I specify Type your message
    Fields from the 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
    The text of the 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

     

  6. Click Add

 

  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