Ticket Details

Ticket Details provides:

  • Text of the ticket from the One Call Center (hyperlinks from the ticket text appear in the Ticket Hyperlinks section)

  • Map displaying the dig site and facility information

  • History of the ticket (actions taken on the ticket)

Tickets are primarily worked from the ticket details. Here you can choose to move or measure the map, reference the One Call Center ticket and take actions on the ticket.

Any actions taken on the ticket will be immediately available in the ticket history.

On the Ticket Details menu bar (in the upper-left corner below the blue main menu bar), note the Ticket ID.

Below the Ticket ID are some navigation and display options:

Option Description
Auto Process Results ( ) Opens the Auto Process Results window which shows the auto process rules that have been applied to the ticket and the result (action) of those rules. If the Auto Process Rule is set to a recommendation, click Apply to have the recommendation performed by the system
Back to Summary ( ) Click to return to Summary page
Map ( ) Turns the map on or off (if map is available in the ticket)
Previous ( ) / Next ( ) Tickets Displays the next or previous ticket from the Ticket Summary
Search ( ) Search for a ticket

 

Icons appear in the ticket header (at the top right corner of the ticket text window). Icons for dig site distance and size do not appear on the Ticket Details page.

Icon name (left to right) Description
Sketches  
Sketches. Click to modify or export sketches
Version  
Newest Version of a ticket
Older Version of a ticket
Attachment  
Attachment. Click to see and delete attachments
Address  
Adjacent Address
Same Address
Billing  
Billing information
Ticket Type  
  Aerial
Regular or Normal Ticket Type
Meet Ticket
Revision
Emergency
Short Notice
Design
Damaged Utility
Recall
Due Time  
Past Due
Ticket Closed
Due within 2 hours
Due in 48 hours
Status  
Pending Research
Pending Research - Responded
Ticket in Folder
Ticket in Folder - Responded
Ticket Assigned
Ticket Assigned - Responded
Ticket Closed
Non-compliant excavator  
Non-Compliant Excavator
Non-Compliant Excavator with Notes

 

When a user takes an action on a ticket, it can change the status of the ticket or trigger an event such as printing or sending an email with the ticket information. Actions taken in the Ticket Details are specific to that ticket. To take actions on multiple tickets, select tickets on the Ticket Summary page.

Action Description
Add Photo / Delete Photo

Add Photo

  1. Click Add Photo ( )
  2. On the Upload File window, choose the photo file. Click Open
  3. On the Photo Note window, add a note. Click Done

Delete Photo

  1. At the top right corner of the ticket text window, click Attachment ( )
  2. In the Attachment window, next to the photo you want to delete, click X
  3. Below the text box, click Delete

Clear

Dispatch

Review

Use these actions to process tickets with a status of Pending Your Research and at least one Auto Process Recommendation in a simpler, faster way. You must configure registration codes to use them. See Registration Codes > Select Codes for Clear, Dispatch, and Review Tickets

  • Clear: The response you configured for ticket's registration code(s) is applied
  • Dispatch (if ticket status is Pending Your Research): The relevant auto process recommendations are applied

  • Review (if ticket status is not Pending Your Research): The ticket is marked as Reviewed (ticket history updated) and Clear and Dispatch are no longer available actions. Reviewed tickets can be found by using these methods:
Flag Future Updates  
Set Action for Future Ticket Updates

Overrides autoprocessing rules by automatically making future versions of an item (with the same ticket ID number) either:

  • Assign (to a locator/contractor)
  • Put in a folder

These future updates do not change who the ticket is assigned to or its folder (They only affect future versions or updates of the item)
Ticket Facility  
Add Facility Type

Opens Add Facility window

In Facility list, choose one of the facility types associated with the ticket's registration code
Quick Response Any response can be set to be a quick response by the administrator at your company
Maps
View this Ticket on Map View the dig sites from this ticket on the map
Plan Ticket Route View the dig sites from this ticket on the map. Create a route by placing tickets in a specific order
Assignment
Assign this Ticket Assign this ticket to a locator
Un-Assign this Ticket Un-assign this ticket from a locator
Re-Assign this Ticket Re-assign this ticket to a different locator
Put this Ticket into a Folder Put ticket into a folder
Remove this Ticket from the Folder Remove ticket from the folder it is in without putting it in another folder
Move this Ticket to Another Folder Move ticket to a different folder
Response
Start Work / End Work In the History View, the Type column shows the start or end of the work (time, date, and location).
Add Response for a Complete Job Add a response to a ticket and change the status to Closed. See Ticket Response
Add Response for an Ongoing Job Add a response to a ticket but the ticket remains open (on-going). See Ticket Response
Modify Ticket Job Number

The job number is used by excavators to identify jobs.

Change job number of this ticket. Multiple tickets can have the same job number.

Re-Open this Ticket Selected tickets that have been closed are reopened. The status of the ticket will be set to the prior status before closing the ticket
Respond Individually to Selected Tickets When multiple tickets are selected, the response appears for each ticket selected.  The user must complete the response for each ticket that needs to be responded to
Close this Ticket Changes ticket status to Closed
Complete Secondary Review for Ticket Responses This action requires Secondary Review to be enabled.  When Tickets have been responded to and the administrator decides tickets meeting certain criteria should be reviewed, the Complete Secondary Review completes the review so the ticket can be closed and positive response sent
Notes and Others
Add Notes to this Ticket (Insert) Add Note to the ticket history
Add Sketch Add drawings to the map. If sketches have been added, you can export them. See Sketch Window
Set Additional Classification for this Ticket The Classification Option will need to be configured for this to appear. This allows a user to classify a ticket and found by using screens and filters.
Handle Due Warning Status for this Ticket The Due Warning option will need to be configured for this option to appear. This sets the status to Handled when receiving a warning that a ticket is about to be due.
Show Differences Between Two Tickets When selecting two tickets and use this option, the ticket text of both selected tickets are displayed and color coded to show what has been Changed, Deleted and Inserted.
Update Ticket Legal Hold Prevents the ticket from being deleted by overriding the ticket retention feature and records the override in the ticket's audit history
View/Apply Auto Process Result of this Ticket Shows the auto process rules that have been applied to the ticket and the result (action) of those rules. If the Auto Process Rule is set to a recommendation, click Apply to have the recommendation performed by the system
Print, Email, and Exports
Download Dig Site Info for this Ticket Downloads dig site info in an XML file (for selected tickets on the Ticket Summary). The dig site info varies by ticket: address, latitude and longitude, etc.
Print this Ticket Sends ticket text to a local printer configured for the workstation
Email this Ticket Tickets can be emailed to individuals configured for UtiliSphere or to an email address you specify
Print Tickets in Locator Routes Print the tickets in a route created for a locator
Print Tickets Assigned to Locators Print tickets assigned to a selected locator
Print Tickets in Folders Print tickets that are currently associated to selected folders
External Links Opens any links to 3rd party sites in a new browser tab. Add links in Admin > General > External Links
Related Items
Link to

On the Link Related Items window, find the work item you want to link to:

  • View Map: Finds items within 1000 feet of the current item:
    1. In the upper right corner, click View Map. Result: The Map appears
    2. In the upper left corner, click Zoom In ( + ) until the zoom level is 500 ft (bottom left corner)
    3. In the upper right corner, click Search in Map ( ). Result: Any pins for related items in the map area appear
    4. Click the pin for the related item you want to link to
    5. On the pop-up window of the pin, click Add. Result: The pop-up window refreshes and says "Linked"
    6. Click Done. Result: The linked item displays in the Related Items section of the Details page. In the History view, the Type column says "Item Updated. "
  • Search by ID: Find an items by ID number (the search finds both parent and child)
    1. Type ID number and press Enter
    2. Work items appear. To link to a work item, click Add. The window refreshes showing the item has been linked
    3. Click Done. Result: The linked item displays in the Related Items section of the Details page. In the History view, the Type column says "Item Updated. "
[List of form names] If your item form is the parent of a related item form, then any child form names appear at the bottom of the Actions list under Related Items > Link To. Clicking a child form name creates a new child form linked to the parent form. See Links for more details

 

These actions are in the body of the ticket in the sections Facility Owner/Status and Responses from Facility Owners.

Action Description
Add a facility owner response
  1. Under Responses from Facility Owners, at the bottom of the section, click Click here to add a response
  2. On the Add Facility Owner Response window, you have two ways to respond (you cannot do both):
    1. Upload an attachment
    2. Type or copy and paste the text of the response
  3. Click Save. The response appears in the Name column
Update facility locate status

There are two ways to update the facility locate status:

  1. Under the list of facility owners by status:
    1. Click Click here to Update Facility Locate Status
    2. On the Update Facility Owner Statuses window, update the status
    3. Click Save
  2. Under Responses from Facility Owners, in the Name column, click the response name
    1. In the View Response window, update the status
    2. Click Save
View facility owner response
  1. Under Responses from Facility Owners, in the Name column, click the response name
  2. The View Response window appears

 

 

Facility Status Status Description
Locate Complete Closed Showed up to facility location and performed work in the ticket within the time period
Locate Incomplete Open Default. Work in the ticket not performed
No Show Open Did not show up to do work in the ticket within the time period

 

These actions are in the body of the ticket in the section Responses from One Call Center.

Action Description
Refresh One Call Center responses

For the newest responses, click Click here to refresh center responses

The One Call Center Responses Received dropdown lists responses by either the:

  • Date/time you clicked Click here to refresh center responses
  • Due date time of the response (these date/times are generated by the system)

 

 

If your item contains location data, the map is displayed to the right.

The map is interactive:

  • Use your mouse to click, pan, and scroll to zoom within the map

In the upper-left corner of the map, the map tools are in a vertical toolbar:

Map Tool Description
Map Layer Information ( )

For information about a specific point on a map layer:

  1. Click Information ( )
  2. Click on a point on the map

  3. Layer Information and General Information display on separate tabs, if available for that point.

    General Information includes:

    • Facility locations and responsibility areas
    • Parcel information (depending on availability)

    Layer Information may allow the creation of an item with attribute information from the map layer. If available, there is a button labeled "Create [item name]." To use this feature, you must create a form and link it to the map layer. See Create Item from Map Layer
Measure Distances ( )
  1. Click Ruler ( )
  2. Click on two points on the map to get the distance

To turn off, click Ruler ( ) again

Show My Current Location ( ) (Optional) Click Bullseye ( ) to center the map on your current location as determined by your web browser
Zoom In/Zoom Out (+ - ) Click Zoom In (+) and Zoom Out (-) to increase or decrease the details shown on the map
Zoom to a Specific Area ( )
  1. Click Zoom to a Specific Area ( )
  2. Click the map and drag to draw the zoom area
  3. The map zooms to the area you drew

To turn off, click Zoom ( ) again
Dialog ( )

For information about a specific point:

  1. Click Dialog ( )
  2. Put the cursor on a point on the map

  3. General Information displays in a popup window, if available for that point. General Information includes facility locations and responsibility areas (This is the same General Information that appears in the Map Layer Information feature, above). If a map definition is linked to a ticket, additional layer information may be available.

 

In the upper-right corner of the map, put the mouse pointer on the Layer Picker ( ) to see the map layers (Street, Satellite, Hybrid, irth GIS) you can display on the map. If your company uses custom Map Layers, these are also in the Layer Picker (see Map Layers under Administration)

Layer Information Description
Activities

A layer that shows worker activity that has location information:

  • Item (Start/End work, Add photo)
  • Ticket (Start/End work, Add photo, Add response)
Dig Site Area on the map based on geocoded address with buffer applied from ticket. Dig sites can be based on To/From street address, for example, 15 Main St to 63 Main St
Dig Site Bounding Box Box on map drawn by user to indicate the four corners of the dig site. Dig site bounding boxes can contain multiple OCC dig areas
Dig Site Point The pin marking the dig site (when map is zoomed out)
Facility Location A facility location is the geographical location of the asset or facility you are trying to protect. Facility locations are defined when you add map definitions. If you indicate that facilities are not in use, they appear differently on the map. Facility locations can be processed by auto processing rules (Auto Response)
ESRI Hybrid A base layer that shows streets, photographic landscape, and political borders (state, province, nation)
ESRI (Sat) A base layer that shows photographic landscape
ESRI (Street) A base layer that shows only roads, streets, highways
irth GIS A base layer that shows streets and political borders (state, province, nation)
Near Street The nearest intersecting street (from ticket). Not part of dig site
OCC Dig Area The One Call Center (OCC) dig area contains the latitude and longitude coordinates from the One Call Center ticket (can also contain grid data). This dig area is a shaded box
OCC Dig Area Outline The OCC Dig Area Outline shows the OCC Dig Area by showing its borders (only the edges are visible) and not shading the dig area
Parcels Shows all parcel boundaries on the three most detailed (zoomed-in ( + )) map views
Parcel Geo Code Uses colored shading to show the geo-coded parcel of the address from the ticket
Responsibility Areas A responsibility area is the area in which a person, group of people, or an office is responsible for the work to be done in it. Responsibility areas are defined when you add Map Definitions (If you indicate that responsibility areas are not in use, they appear differently on the map)
Users A layer that shows the GPS location of the most recent Start/End action and the worker who performed it

 

The default setting for the transparency of the base layer is 75%. Use this feature to change the percentage of the base layer's transparency.

  1. Put the mouse pointer on Transparency ( 75% )

  2. Adjust the transparency of the base layer:

     

    Transparency Description
    Increase transparency of base layer (makes layers above base layer more visible) Move the slider left
    Decrease transparency of base layer (makes layers above base layer less visible) Move the slider right

     

    Result: The percentage number shows the degree to which the base layer is transparent

 

  1. Click Search ( )
  2. In the search box, type an address (the search is formatted as street, city, state) or latitude/longitude coordinates (type latitude, a space, then longitude)
  3. Press Enter or click a suggested result to go to it on the map

 

Use Export to export map data, including any work actions.

  1. Click Export ( ). Result: The option to choose the file format of the export appears

  2. Click the file format of the export. Result: A Zip file downloads to your computer:

    File Format Description
    Geojson

    The export file unzips to a Geojson file.

    GeoJSON is an open standard geospatial data interchange format that is based on JavaScript Object Notation (JSON). GeoJSON encodes a variety of geographic data structures and their nonspatial attributes. It uses a geographic coordinate reference system, World Geodetic System 1984, and units of decimal degrees.
    Shapefile The export file unzips to 4 shape files: .DBF, .PRJ, .SHP, .SHX

 

External links are optional, custom links to external, third-party web sites. They are added by your company. See External Links

  1. Click External Link ( )
  2. In a new browser tab or window, the link to the external web site opens

 

  1. Click Annotate ( A ). A popout box appears

    New (Create annotation)

    1. In the popout box, click New. Result: On the right side of the map, drawing tools appear
    2. In the drawing tools, click Add a Note ( T ). The cursor now has a note icon and says "Click map to place marker"
    3. Click the cursor on the map where you want the note. Result: The Note window appears. Go to step 2, below

    Edit annotation

    1. In the popout box, click Edit. Result: The cursor now says "Select an annotation to edit"
    2. Click the cursor on the annotation you want to edit. Result: The map zooms to the annotation and drawing tools appear on the right
    3. In the drawing tools on the right, click Edit Layers (). Result: The cursor now says "Click cancel to undo changes. Drag handles or marker to edit feature"
    4. Click the cursor on the annotation you want to edit. Result: The Note window appears. Go to step 2, below
  2. In the Note window:
    1. Type the note
    2. Click Save. The note appears on the map
  3. In the drawing tools, click Save Annotation ( )

These icons occur below the map, mostly in the left corner.

Icon Description
Display Map on Popup/Ticket Window ( ) Opens the map in a new browser window.
Draw Dig Location ( ) Drawing tools appear in upper right corner of map or in a new browser window. See Use Drawing Tools to Edit Map
Get Recommendations Based on the Current Dig Site ( )

Opens Auto Process Result window.

  • Affected Facility Locations: Facility locations are based on nearness to ticket location based on map definition
  • Affected Responsibility Areas: Responsibility areas based on nearness to ticket location based on map definition

Recommended auto process rules: Any auto process rules relevant to the ticket that are set to recommended. To have the recommendation performed by the system, click Apply
Edit Dig Location ( ) Opens Digsite Editor window
Lookup

Use to zoom to the listed locations in the Lookup dropdown list. Lookup options (except Find Best and Drawn) vary based on how the system processes location information in ticket. Some options need definition:

  • Address (adj place used): The dig site location is found at an address adjacent to the original address in the ticket
  • Between: The location is on a street that runs between two parallel streets (between two intersections)
  • Drawn: The visual changes made by using Draw Dig Location ( ) from Map Icons, above
  • Find Best: Default option. Shows the most detailed available location
  • Intersection: Intersections are defined by One Call Centers on each ticket and usually have these elements:
    • Two streets that cross each other
    • Additional information (landmark, one of the four corners, etc)
    • Part of the dig site
    • Example: Intersection: The northwest corner of 1st street and Main street
  • OCC Dig Area: The One Call Center (OCC) dig area contains the latitude and longitude coordinates from the One Call Center ticket (can also contain grid data). This dig area is a shaded box
  • Parcel: The parcel of the address from the ticket. The parcel shows the legal boundary of the address
View Dig Site Location on Google Maps ( ) Shows dig site in Google Maps in new window

Save Window Location & Size ( )

(Button is on popup window display of map; see Display Map, above)

Saves size and location of map browser window that opens when you click Display Map on Popup/Ticket Window ( ). Affects maps on all tickets
System Message Display (below Lookup )

System messages and errors display below the Lookup dropdown list, for example:

Examples

  • Manual dig location
  • Distance between dig site and OCC dig area: [n] feet
Zoom to Near Street ( ) The nearest intersecting street (from ticket)
Zoom to Dig Site ( ) The dig site is the area on the map based on geocoded address from ticket with buffer applied
Zoom to OCC Dig Area ( ) The One Call Center (OCC) dig area contains the latitude and longitude coordinates from the One Call Center ticket (can also contain grid data)
Zoom to parcel geocode ( ) The parcel is the legal boundary of the property at the address in the ticket

 

Use the drawing tools to draw a dig location.

  1. On the Ticket Details page, below the left corner of the map, click Draw Dig Location ( ). Result: The map appears in a new browser window

  2. On the left side of the map, use drawing tools to create the map definition.

    Drawing Tool Description
    Circle ()

    Use to draw circles
    Delete Layer () Deletes the layer and all shapes on it
    Edit Layer () Use to make changes to the shapes on a layer
    Marker ()

    Use to add points to a layer.

    Polygon ()

    Use to draw multi-sided shapes

    Polyline () Use to draw straight lines
    Rectangle () Use to draw rectangles

     

  3. Below the map, click Save. Result: The map shows your changes. In the Lookup dropdown, "Drawn" zooms the map to your change

 

 

 

The ticket history lists all the actions taken on the ticket by users or the system (such as Process Automation rules, etc.). The ticket history is on the Ticket Details screen, below the text of the ticket.

 

History Item (Action) Description
Assigned A ticket was assigned to a locator by auto-processing rule or by a user.
Attachment Added A file or sketch was attached to the ticket. Click Attachment Added () to see the file
Attempt to Deliver Positive Response to the Excavator Failed A positive response message to the excavator failed to deliver.  The note will provide why the item did not deliver.  If the item never delivers after a set number of attempts, the item is placed into the Transmission History with a status of failed.
Attempt to Deliver Ticket Failed The Ticket Queued was not delivered
Auto Process Auto-Processing rules such as:  Auto-Respond, Folder Placement or Assignment were found and used to process the ticket.
Facility Owner Response A response from a facility owner
Message Queued This indicates a message has been placed into the transmission queue and waiting to be delivered. These items are tickets that have been selected to be emailed, or a notification setup to send an email or text message to someone.
Note Added A user added a note to the ticket without adding a response.
One Call Center Response A response from a One Call Center
Place Synonym Used A synonym is used when the place provided by the One Call Center is not found in the landbase used by UtiliSphere.
Positive Response to Center Queued A positive response to the One Call Center has been queued and is waiting to be delivered
Positive Response to Center Delivered A positive response to the One Call Center item in the queue has been delivered
Positive Response to the Excavator Queued A positive response to the excavator has been queued and is waiting to be delivered.
Positive Response to the Excavator Delivered A positive response to the excavator item in the queue has been delivered.
Put in Folder Ticket was placed into a folder either by an auto-processing rule or by a user.
Received The date and time when the ticket was received
Responded A response has been added to the ticket. The details will indicate if it is an on-going or complete job, who performed the locate, the time of the locate and any notes associated to the response.
Ticket Delivered The Ticket Queued has been delivered
Ticket Score Calculated A Smart Score was calculated for the ticket. Click Score Details to see how the score was calculated

 

Use the filter to choose which actions display in the ticket history. This filter applies to all tickets you can access with your user account.

  1. Click Update Filter ( )

  2. On the Update Audit Filters window:

    • Check boxes to exclude actions from the ticket history
    • Uncheck boxes to display actions in the ticket history

  3. Click Save. Result: The ticket history reloads:

    • If excluding actions, the message "Ticket history is filtered" appears next to Update Filter
      • The actions you checked no longer listed in the ticket history of any ticket
    • If all actions are displayed, the message "Ticket history is filtered" no longer appears next to Update Filter

 

 

If your company uses smart scores, they can appear in the ticket header next to the icons (at the top right corner of the ticket text window).

The format of a smart score is: [Smart score]: [value]

Examples

Smart Score Value Appearance on Page
Locator Area Score 31 Locator Area Score: 31
Overall Risk Score 12 Overall Risk Score: 12
Sensitive Facility 67 Sensitive Facility: 67

To make smart scores visible on Ticket Details > Ticket Header, see the system administrator at your company. To create a smart score, see Smart Scores.