Ticket Response

From the Ticket Summary and Ticket Details pages, use the Ticket Response feature to respond to tickets (Actions dropdown list > Response). 

This procedure covers all features (standard and optional). If you need to customize the response window, contact Irth Solutions.

Respond to Tickets

1. Optional. Show All Ticket Items: If your company uses the Facility Types feature and a ticket has more than one facility in it, all facilities are displayed  so you can respond to each differently. If Show All Ticket Items is not used, your response to this ticket will be used for all the facilities in it

2. Fill in the fields: 

                                                                                                                                      

   Standard Field	Description
   Locator	The locator who did the work. There are two kinds of locators: UtiliSphere user: Authorized by your company in Users and Groups Contractor: A third-party company that your company allows to update tickets in UtiliSphere from their system. See Contractors
   Locate Time	The time when the locate occurred (field automatically shows the current time)
   Notes	Free text field for any notes.                                                                               If your company uses Standard Comments, this field can be automatically filled in based on the Standard Comment you chose (you can still type a note before or after the standard comment)
   Response	Responses indicate what happened with the ticket.  The response you choose determines the Standard Comment list. Your company defines responses in Responses                                                                              If needed, send a positive response to close the ticket and tell the excavator to start work. See Send Positive Response to Excavator, below
   Unit of Work	The number of units of work used to do the locate. Units are defined by your company
   Optional Field	Description
   Additional Message to Excavator (Optional)	When making a positive response to an excavator, use this field to type a message  in addition to the  Notes and Standard Comment. To make this field appear: Turn it on in Options Add it to Responses by typing [Addl Msg] in the Message fields of the Responses On the ticket response window, check the box for Send Positive Response to Excavator
   Did you talk to Excavator? (Optional)	If you talked to the excavator, use the Message Addressed dropdown list to indicate what you talked about (this is a standard list and cannot be customized): Appropriate Response Emergency Telephone Numbers Leak Recognition Markers and Signs OneCall Requirements Right of Way Encroachment Prevention Safety Precautions Turn on the Talk to Excavator/Message Addressed feature in Excavator Compliance
   Send Positive Response to Excavator (Optional)	A positive response is sent to the excavator. To learn how your company defines which responses are positive, see  Set Up Excavator Positive Response If sending a positive response to an excavator, you can also send a message to the excavator beyond the standard response. Type any such message in the Addl Message to Excavator box (optional)
   Standard Comment (Optional)	This list of standard comments comes from the Response you chose. The standard comment automatically fills in the Notes field.  By default this option is off.                                                                               Configure standard comments in Responses

                                                               

    

3. Optional. Attach or delete files. If you attach files to the response, they will be permanently attached to the ticket you are replying to. To configure, see Responses and Excavator Positive Response Settings
4. Click Save. The response is saved and added to the Response History (at the bottom of the Ticket Response window) and to the Ticket Details page in the Ticket History section