Ticket Summary

Ticket Summary provides an overview of the tickets you are currently viewing. The ability to configure screen columns and select visual icons lets users personalize the view to their preference.

Ticket Management provides tools users need to efficiently manage dig requests that have been assigned to them or in the area they are responsible for. When working tickets, users have the ability to view the dig site on a map with the facility to determine if there is conflict, indicating field personnel need to locate the ticket.

Users can also use quick and advanced searches to find tickets, or even look at archive tickets to see the history or reference older information.

 

 

Icon name (left to right) Description
Version  
Newest Version of a ticket
Older Version of a ticket
Attachment  
Attachment
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
Address  
Adjacent Address
Same Address
Dig Site Distance  
Dig Site Distance
Dig Site Size  
Unknown Dig Site Size
Small Dig Site Size
Medium Dig Site Size
Large Dig Site Size

 

  1. In the top left corner, in the Search By dropdown list, click a search option:

     

    Field Description
    Contact Name Name of excavator
    Contact Phone Phone number of excavator
    Done for The person or company the work is done for. For example, excavator, property owner
    Excavator Name The person or company doing the work
    Job Number A number used by excavators to identify jobs. Multiple tickets can have the same job number.
    Ticket ID The identification number of the ticket (from the one call center)
    Ticket Text

    Any words or numbers in tickets (full text search). How to search:

    • Default Search: Finds tickets with the terms in the order you type them (Phrase Search). Type search terms: Oak Bridge Lane
    • Exact Term Search: Finds tickets with all the terms, regardless of order. Type search terms in quotes and use “and” to combine them: “Oak” and “Bridge” and “Lane”
    • Or Search: Finds tickets containing at least one of the terms. Type search terms in quotes and use “or” to combine them: “Oak” or “Bridge” or “Lane”

    Searches are not case sensitive. These searches have the same results:

    • Oak Bridge Lane
    • oak bridge lane
    Work Type The kind of work. Work varies by One Call Center (boring, drilling)

     

     

  2. Next to the Search By dropdown list, enter your search term and press Enter or click Search ( ). Result: Search results appear. The most recent Search By search appears as "Quick Search" in the Saved Search list and the Save As text box at the bottom of the Advanced Search window
  3. Optional. To redo the most recent search, click Refresh ( )

The Advanced Search window defaults to the most recent search, which is listed in the Saved Search list and the Save As text box at the bottom of the window. The most recent Search By search (from the summary screen) appears as "Quick Search." For details, see Saved Searches, below.

  1. To the right of the search bar, click Advanced Search ( ). Result: The Advanced Search window appears

  2. In the Advanced Search window, click Add Criteria, open the dropdown list, and choose field names/criteria to build your search:

    Define the search by adding criteria. Some fields need to be configured in the Search Condition column

     

    Criterion/Field Description
    Additional Classification Company decides the name of the classifications. Advanced option
    All Facilities Locate Completed? Tickets that have all Facility Owner Locate statuses of Locate Completed
    Contact Name Contact name from Ticket
    Contact Phone Contact phone from Ticket. Used with Positive Response to the Excavator
    Contractor Assigned To The contractor the One Call Center ticket is assigned to
    Creation Date The date and time the item was created
    Dig Location Address information provided by the One Call Center ticket
    Dig Site User draws area on the map to find tickets in the area on the Summary page
    Dig Site Area Size Enter area size (usually square feet) to find tickets in the area on the Summary page
    Division A unit within a region. Regions are used to organize tickets
    Done for Who the work is being done for. Provided on ticket
    Due Time The deadline for completing the item (date and time)
    Due Time Renegotiation Count The number of times the due time was renegotiated
    Excavator Name Excavator, provided on the One Call Center ticket
    Explosives If available, provided on the One Call Center ticket. Not a standard field
    Facility Type Allows search by facility type, if enabled. Facility types are created by the company. Advanced option
    First Folder First folder ticket was placed in
    First Response First response entered on ticket
    Folder the Ticket is in The folder containing the item. Folders are used to organize items
    Grid The One Call Center provides grid data in the ticket, if applicable. Some grids are converted to latitude/longitude data. Not commonly used
    Has Attachments Tickets that have attached files
    Has Unread Response Tickets that have unread responses
    Job Number

    A number used by excavators to identify jobs. Excavators often define and use job numbers in different ways

    Change job number of selected ticket. Multiple tickets can have the same job number
    Last Assigned By Last person who assigned ticket
    Last Assignment Date Last date ticket was assigned
    Last Folder Placement Date Last date ticket placed into folder
    Last Note The text of the most recent note
    Last Note Date The date of the most recent note
    Last Placed in Folder By Person who last placed the ticket into a folder
    Last Response Last response entered on a ticket
    Last Response Date The date and time of the most recent response on a ticket
    Legal Hold The legal hold prevents the ticket from being deleted by overriding the ticket retention feature and records the override in the ticket's audit history
    Locate Date Time the locate was performed
    Locator Assigned To Locator the ticket is assigned to
    Machinery Equipment used by the excavator
    Map, Page, and Grid Cell The One Call Center provides map, page, and grid data on ticket, if applicable. Not commonly used
    Meeting Time Meet Date time from ticket
    Not Reached Attempts The number of your failed tries to contact the excavator
    # (number) of Attachments Search by the number of attached files
    One Call Center The One Call Center that sends the ticket
    Person Assigned To User the ticket is assigned to
    Previous Response The response before the last response
    Quadrant

    The smallest unit from the United States Public Land Survey System (PLSS), also known as Congressional townships or survey townships. The units in the system from largest to smallest: Township, Range, Section, Quarter/Quadrangle/Quadrant.

    One Call Centers provide this data on tickets, if applicable. Not commonly used
    Region Regions are used to organize tickets. Regions are subdivided into divisions
    Registration Code Registration codes are created by One Call Centers to identify companies. The Registration code indicates who the ticket was received for
    Related Items The items that are linked to this item
    Response Last Entered By Who entered the last response on a ticket
    Reviewed Indicates if ticket has been reviewed (Yes/No)
    Smart Score Smart scores are listed by name. Choose the score, then choose the numeric value to limit your results
    Status

    The status of the ticket results from actions taken by users or your company’s auto processing rules. There are four ticket statuses, all of which are system defined. A status is either open (user can work on it) or closed (user cannot work on it):

    • Assigned (open): Ticket that has been assigned to a locator or contract locator
    • Closed: Ticket that is closed
    • In Ticket Folder (open): Ticket was placed in a folder by a user or an auto-processing rule
    • Pending Your Research (open): Research needed because no auto processing rules applied, no rules were recommended, or the ticket matches multiple rules
    Subdivision Provided on the One Call Center ticket, if applicable. Not a standard field
    Taken Time The time the ticket was taken at the One Call Center
    Ticket ID The identification number of the ticket (from the one call center)
    Ticket Text

    Any words or numbers in tickets (full text search). How to search:

    • Default Search: Finds tickets with the terms in the order you type them (Phrase Search). Type search terms: Oak Bridge Lane
    • Exact Term Search: Finds tickets with all the terms, regardless of order. Type search terms in quotes and use “and” to combine them: “Oak” and “Bridge” and “Lane”
    • Or Search: Finds tickets containing at least one of the terms. Type search terms in quotes and use “or” to combine them: “Oak” or “Bridge” or “Lane”

    Searches are not case sensitive. These searches have the same results:

    • Oak Bridge Lane
    • oak bridge lane
    Ticket Type Ticket types are defined by the One Call Center and come from the ticket
    Ticket Type Category

    UtiliSphere’s standard categories used to categorize the One Call Center ticket types:

    • Aerial
    • Damaged Utility
    • Design
    • Emergency
    • Meet
    • Recall
    • Regular
    • Revision
    • Short
    Township, Range, Section

    The three largest units from the United States Public Land Survey System (PLSS), also known as Congressional townships or survey townships. The units in the system from largest to smallest: Township, Range, Section, Quarter/Quadrangle/Quadrant.

    One Call Centers provide this data on tickets, if applicable. Not commonly used
    Work Type Type of work, comes from One Call Center ticket

     

     

  3. In the Search Conditions column, set a condition (conditions vary depending on the field you chose)
  4. Optional. To add more fields/criteria, click Add Criterion and set a condition, if needed

  5. New search vs default search:

    • Overwrite default search: If you do not type a new search name in the Save As text box, your search replaces the default search that appears in the Saved Search list and the Save As text box

    • New search: If you type a new search name in the Save As text box, the new search is saved in the Saved Search list (and the default search is unchanged). If an advanced search is performed with an empty Save As text box, it is saved as "Default"

     

  6. Click OK. Results: Search results appear. If you renamed the default search, it now appears in the Saved Search list. If you did not rename the default search, your new search criteria overwrites the criteria of the default search. If an advanced search is performed with an empty Save As text box, it is saved as "Default"
  7. Optional. To redo the most recent search, click Refresh ( )

 

The Advanced Search window defaults to the most recent search, which is listed in the Saved Search list and the Save As text box at the bottom of the window.

Kind of Search Overwriting Previous Search How Saved? How Deleted?
Search by / Quick Search The most recent Search By search is always saved as "Quick Search," which overwrites the previous Quick Search Automatically saved as "Quick Search" N/a
Advanced Search If you change the criteria of the default Advanced Search without renaming it, the system overwrites the default search's criteria with your new criteria (the name of the search is unchanged) Saved by typing a new name in the Save As text box before clicking OK

  • Default search cannot be deleted. Make another search the default, then delete the original default search by clicking the red X

  • Non-default search: Click the red X

 

After finding tickets, take actions on them.

  1. In the leftmost column, check the boxes for the tickets you want to take action on

  2. In the upper right corner, in the Select an action to perform dropdown list, click an action.

    Some actions need explanation:

    Action Definition
    Maps & Routing  
    Plan Ticket Route

    View the dig sites from the selected tickets on the map. Create a route by placing tickets in a specific order.

    1. On the Plan Ticket Route window, in the Name dropdown, click the user you want to plan a route for. Click OK. Result: The Ticket Map page appears
    2. On the Ticket Map page, in the right column:
      1. View tickets on map: Click the boxes for the tickets to see them on the map
      2. Add tickets to route: Click the plus sign (+) to add tickets to the route
      3. Optional. To add all tickets listed to the route, click Move All Tickets into Route
      4. Use the arrows to arrange tickets in the order you want them in the Route
    3. In upper right corner, in the Actions List,
      1. Click Save Ticket Route. Result: The Ticket Summary page appears. The route is available by clicking Actions List > Plan Ticket Route and choosing the user whose route you planned
      2. Optional. Click Print this Route. Result: The Ticket Summary page appears. On the print window, click Print
    View Selected Tickets on Map View the dig sites from the selected tickets on the map
    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:

    • Assigned (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).

    Assignment  
    Assign Selected Ticket Assign one or more tickets to a locator
    Re-Assign Selected Ticket Re-assign this ticket to a different locator
    Un-Assign Selected Ticket
    		 Un-assign ticket from a locator
    Folder  
    Put Selected Tickets in Folder Put Selected Tickets in Folder
    Remove Selected Tickets from a Folder Remove Selected Tickets from a Folder without putting them in another Folder
    Move Selected Tickets to a Different Folder Move Selected Tickets to a Different Folder
    Response  

    Respond to Complete Job for Selected Tickets

     

    		 This adds a response to a ticket and changes the status to Closed. See Ticket Response

    Respond to Ongoing Job for Selected Tickets

    		 Add a response to a ticket but the ticket remains open (on-going). See Ticket Response
    Re-Open Selected Tickets Selected tickets that have been closed are reopened. The status of the ticket will be set to the prior status before closing the ticket.
    Modify Job Numbers for Selected Tickets

    The job number is used by excavators to identify jobs.

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

    Close Selected Tickets Changes ticket status to Closed
    Respond Individually to Selected Tickets When multiple tickets are selected, the response appears for each ticket selected.  The user will need to complete the response for each ticket that needs to be responded to.
    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 & Others  
    Add Notes to Selected Tickets Add Note to the ticket history
    Set Additional Classification for Selected Tickets 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.
    Show Differences Between Two Selected 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 Legal Hold for Selected Tickets Prevents the ticket from being deleted by overriding the ticket retention feature and records the override in the ticket's audit history
    Print & Email  
    Print Text for Selected Tickets Sends ticket text to a local printer configured for the workstation
    Email Selected Tickets 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
    Exports  
    Export Ticket Summary to Text File Exports the information from the columns as a text file (for all tickets on the Ticket Summary)
    Export Ticket Summary to HTML Exports the information from the columns as an HTML file (for all tickets on the Ticket Summary)
    Export Selected Tickets for External Routing Exports the ticket information into a file that can be imported into an external routing program (for selected tickets on the Ticket Summary)
    Export Selected Tickets to HTML Exports the information from the columns as an HTML file (for selected tickets on the Ticket Summary)
    Export Selected Tickets to Text File Exports the information from the columns as a text file (for selected tickets on the Ticket Summary)
    Download Ticket Dig Site Info for Selected Tickets 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.
    Download Ticket Shape File A shape file is created for the tickets in the summary view.  The screen columns displayed become the attributes of the shape file

 

Screens allow you to choose the fields (data) that appear on Summary pages. This procedure also organizes the data for the export feature. See Ticket Screen Configuration for details on defining and managing screens.

Action Description
Choose screen In the bottom-left corner, click the Screen dropdown list to choose a screen
Modify screen
  1. In the bottom-left corner, click Screen Details ( )
  2. On the Screen Details page, in the left column, click an option to modify the screen. For details, see Ticket Screen Configuration

 

Filters allow you to filter the list of Summary items. See Ticket Filters Configuration for details on defining and managing filters.

Action Description
Choose filter In the bottom-left corner, click the Filter dropdown list to choose a filter
Modify filter
  1. In the bottom-left corner, click Filter Details ( )
  2. On the Filter Details page, in the left column, click an option to modify the filter. For details, see Ticket Filters Configuration

 

Filter groups let your organize filters. After applying a filter group, filters not in any group appear with asterisks. However, all filters with an asterisk or within the selected group are still available in the Filter dropdown list. Filter groups are enabled in System Management > Administration > General > Options.

  1. In the bottom-left corner, click Filter Group ( )

  2. In the Select a Group & Filter window, choose the group and filter to apply to the Ticket Summary page

  3. Click OK
  4. The Ticket Summary page reloads with the group and filter applied