Set Up Excavator Positive Response

This procedure guides you through the process of setting up positive response to excavators. Some common situations for using this procedure are:

  1. Adding a new registration code
  2. Adding a new area (add a new registration code and link it a folder named for the area)

There is more than one way to set up positive responses to excavators. This workflow is a good starting point, but you may find one that better fits the way your company works.

This procedure assumes you already have put in the system all the things your company needs, such as:

If you do not have these things in the system, then

  1. Use the information at the links above to create the ones your company needs
  2. Use this procedure to set up positive response to an excavator

Make sure the callback numbers are correct for the excavator positive response.

Callback numbers are the phone numbers used to contact locators. Locators are listed in the system as Users or Contractors (you can also use callback numbers from Folders). As a last resort, you can add a callback number to each excavator positive response setting, so that even if the callback numbers from the user, contractor, or folder do not apply, the response email still has a callback number. This is the processing order:

  1. Callback number of the locator (user, contractor) or folder
  2. Callback number of the excavator positive response setting

For details, see Callback Numbers.

 

If you need to set up a registration code before setting up a positive response to an excavator, follow these steps:

Step Description Location
1

Add registration code

 

 Registration > Request (Add) Registration Code
2 Link registration code to the excavator positive response setting. If you need to create an excavator positive response setting, see Excavator Positive Response, in the next section below Registration > Select an Excavator Positive Response Setting
3

Configure response to one call center

 Registration > Configure Positive Response to Center Information

 

To set up an excavator positive response, find the response you want to send to an excavator, then follow these steps:

Step Description Location
1

Configure positive response to excavator, including:

  • Response action (complete or ongoing)
  • Configure positive response to the one call center
  • Map the response to a one call center response
  • Assign the response to registration code

Optional. A positive response to excavator can include:

  • Additional message (an empty field to use when responding
  • Who the ticket is assigned to
  • Locator information (name, callback number, email address)

Responses

Responses > 2c: 2a. Optional. Add information to response
2

Create the response's excavator positive response setting:

  • Attachments
  • Ticket text
  • Message template
  • Callback number
  • Email, voice, and fax message information

Optional. Excavator positive response settings can include:

  • Option to Include Messages for Related Registration Code / Facility in Excavator Positive Response
  • Option to Send Positive Response to Excavator Only When Ticket is Closed

Excavator Positive Response Settings

Excavator Positive Response Settings > Option to Send Positive Response to Excavator Only When Ticket is Closed