Ticket Summary

Modified on Wed, Jul 24 at 5:01 PM

Use the Ticket Summary to manage your tickets. The ability to configure screen columns and select visual icons lets users see tickets in ways that make sense to them, based on assignee, folder, or responsibility area, etc.

Search

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

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
Optional. To redo the most recent search, click Refresh ( )

Advanced Search

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.

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

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

Criteria

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

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

Actions

After finding tickets, take actions on them.

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

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. 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 On the Ticket Map page, in the right column: View tickets on map: Click the boxes for the tickets to see them on the map Add tickets to route: Click the plus sign (+) to add tickets to the route Optional. To add all tickets listed to the route, click Move All Tickets into Route Use the arrows to arrange tickets in the order you want them in the Route In upper right corner, in the Actions List, 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 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

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

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

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

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

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)