Missing Sequence

The Missing Sequence feature automatically detects missing tickets on a daily basis (tickets not received throughout the day) and lists them on the Missing Sequence page (and on the Alert Summary page). In order to use this feature, each one call center must:

  • Send sequences of tickets by registration code
  • Each ticket must have a unique sequence number to indicate the its place in the sequence sent by the one call center. Example: 3 is the third ticket sent on Tuesday from the one call center named MASDIG
  • Each registration code's sequence resets at 1 each day (each day, the first ticket from a registration code has a sequence number of 1)

When a sequence number is detected missing, it appears in the Missing Sequence Summary and an alert will be displayed for the user. This will be an indicator to contact the One Call Center and request the missing sequence to be resent to your company.    

Example: A one call center sends the its first sequence of tickets on Tuesday (sequence numbers 1-36), then a few hours later sends its next set (sequence numbers 40-53). Missing sequence numbers 37, 38, and 39 appear on the Missing Sequence page

On the Missing Sequence Number Summary page, these are the columns used to list the missing sequence numbers:

Field Description
Center The one call center that sent the sequence
Code The registration code of the one call center that sent the sequence
Sequence In the sequence (list of tickets), the number of the ticket that was not received
Status

One call center contacted: You contacted the one call center about the missing ticket via non-UtiliSphere means (phone, email, fax, etc)

Disregard: You ignored the missing ticket (did not contact the one call center)

Not Received: You did not receive the ticket
Detected The date/time the ticket was detected as missing

 

Do not change a status to One call center contacted until after you have contacted the one call center. Changing the status does not cause the system to contact the one call center.

  1. On the top menu bar, click System Management ( ) > Communication > One Call > Missing Sequence
  2. On the Missing Sequence Numbers Summary page, in the Sequence column, identify the sequence number of the missing ticket you want to process
  3. In the check box column, click the check box of the sequence number you want to process

  4. In the upper right corner, in the Status list, change the status to indicate the action you took. Status changes do not cause system actions.

    Status Description
    Disregard You disregarded the missing ticket (did not contact the one call center)
    One call center contacted You contacted the one call center about the missing ticket [via non-UtiliSphere means (phone, email, fax, etc) is this needed?]

    Result: The missing sequence numbers disappear. To see them, filter by status

 

Each One Call Center sends tickets on its own schedule. Use Refresh to check for new missing tickets in a sequence [not true? It seems to just reload the results of the current filter].

  1. To see if a new missing sequence number of a missing ticket is available, click Refresh. Result: The new missing sequence number appears, if available

 

These are the default settings for the filter:

Filter Default
Detected Date Missing sequence numbers that were detected in the last 30 days (including today)
Registration Code Missing sequence numbers for any registration code
Status

Not received: You did not receive the ticket

If you arrive at Missing Sequences from Messages ( ), you will only see unprocessed sequences and Last Filter, which reloads whatever sequences the last filter setting retrieves (either the default or custom settings)

 

  1. On the Missing Sequence Numbers Summary page, in the upper left corner, click Filter

  2. On the Filter Missing Sequence Numbers page, in the Options column, choose the filter and make your changes:

    Filter Description
    Detected Date The date the ticket was detected missing by the system. Default: Missing sequence numbers that were detected in the last 30 days (including today)
    Registration Code The registration code on the ticket: Missing sequence numbers for any registration code
    Status
    • Disregard: You disregarded the missing ticket (did not contact the one call center)
    • Not received: You did not receive the ticket (Default)
    • One call center contacted: You contacted the one call center about the missing ticket [via non-UtiliSphere means (phone, email, fax, etc) is this needed?]
    • Received: You received the missing ticket
    • Resend requested: You asked the one call center to resend the missing ticket

     

  3. Click OK

 

  1. On the Missing Sequence Numbers Summary page, in the Sequence column, click the sequence number
  2. On the Missing Sequence Number Detail page, view the Missing Sequence Number History section

 

  1. On the Missing Sequence Numbers Summary page, in the Sequence column, click the sequence number
  2. On the Missing Sequence Number Detail page, in the left column, click Print this Missing Sequence Number