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Frequently Asked Questions
Attachments
Why are attachments I am uploading still listed on the Sync screen after they have been uploaded?
Attachments are not removed from the list of attachments on the Sync screen until the user clicks on the Remove All Completed button or logs out of TicketRx. This allows the user to review what was uploaded and provides positive confirmation that the files were uploaded.
Core Application
Why does it still warn me that my password is going to expire soon when it has been configured in the Admin screens to not expire for many months?
The user will continue to see warning messages until they sync with the server. Once they sync, the TicketRx client application will use the new password expiration date.
Client Access
I assigned utilities to a user on the View Utilities tab of the Admin/Users screen. Why is the user still able to run reports that include data for utilities other than the assigned utilities?
The client access feature for tickets limits the tickets displayed in the Find results and the locates that are displayed on the Ticket Detail screen. Reporting data is not limited by the client access feature.
Dashboard
What do the colors mean on the Activity Record pane?
There is a legend on the right of the pane that shows which colors are used for the different event types: logins and syncs. The graph does not show when the user logged out.
Some of the items in the legend are marked with an "*". The note at the bottom of the pane explains that these are for "off-hour" events. Items are flagged as off-hour if they occur outside of 9:00 AM - 5:00 PM, Monday-Friday based on the server timezone. This is only a very rough measure of whether the item was off-hours because it does not take into account the timezone of the user and the work hours of the user.
Why don't I see the damage data I expect on the dashboard?
Dashboard access has two levels: minimal and normal.
Minimal access is being granted for users that have "DASHBOARD" right but do not have rights from the list: "MAN", "WORK" or "SCREEN". This type of access allows to see "Open Totals" and "Open Emergencies" panes.
Normal access allows users to see all panes. In this case, information about tickets and investigations is restricted by the underlying user's hierarchy. For example, you can see only statistics on investigations that belong to users from your hierarchy.
I am assigned my manager's user role, why don't I see the same data as him on my dashboard screen?
The data displayed on the Dashboard is displayed according to the user entered in the "Reports To" field on the Admin/Users screen. If a user needs to see the same dashboard data as their manager, their manager should be entered for the "Reports To" field on the Admin/Users screen.
Investigations
How are damage/investigation due dates calculated?
Investigation due dates are calculated as two days after the investigation record is created. This calculation ignores weekends and holidays. For example, an investigation created on Friday is due Sunday.
Why can't I add an estimate to an investigation?
In order to add an Estimate to an Investigation, you need to have the "Add estimate" (RISK.ADD.ESTIMATE) right.
This right does not allow you to add an Estimate if the Investigation is in the 'Field Closed' or 'Closed' status. The exception to this is if you also have the "RISK.EDIT.CLOSED" permission.
Why can't I modify an investigation?
Once an investigation is marked as "Field Closed" or "Closed", it can only be modified by users who have the "Edit risk with 'Field Closed' status" (RISK.EDIT.CLOSED) right.
Why is the Invoice Notes field never enabled?
The Invoice Notes field depends on the Invoice Compromised field. When Compromised is marked, Invoice Notes is enabled.
Parsing
A ticket was changed to be a "RUSH" ticket, but the due date did not change in TicketRx?
The due date for each locate is based on the first transmission where the term code appears. Even though a later transmission is marked "RUSH", the due dates for the existing locates on the ticket are not changed.
Why didn't this locate auto-close?
The names parsed from the ticket must be an exact match to the names contained in the auto-close list. Call centers use a wide variety of different spellings for the utility/excavator name, and this can cause a locate to not auto-close. If the name parsed from the ticket is misspelled or contains extra space, it will not match the name on the auto-close list. Therefore, the locate will not be auto-closed.
Reports
What is the exact meaning of "total" numbers in the Tickets Received report?
A sample report summary could look like this:
| Feed | Utility | Term | Qty | Qty New |
|---|---|---|---|---|
| Feed Name1 | Total Tickets From Feed | - | 2,248 | 2,153 |
| Feed Name2 | Total Tickets From Feed | - | 604 | 577 |
| - | Total Tickets From All Feeds | - | 2,852 | 2,730 |
| - | Total Unique Tickets Across Feeds | - | 2,324 | 2,267 |
"Total Tickets From Feed/All Feeds": The first column (2,248, 604 or 2,852 in sample above) displays the total number of transmissions received for given feed and day. The other column (2,153, 577 and 2,730) displays number of transmissions received for given feed and day, for whose ticket there were no transmissions in the last 30 days (practically they are simply the first transmissions received for given ticket).
"Total Unique Tickets Across Feeds": The first column (2,324) displays the number of tickets found on transmissions, including tickets that have already been present in the database. The other column (2,267) displays the number of new tickets that have been added to the database during a specified period of time.
Why does the Tickets Received report show a different ticket count from the Tickets Received by Manager report?
The Tickets Received report is run for a set of terms (or feeds) and a date span. The Tickets Received by Manager report uses another criterion - it groups tickets by users that are in the hierarchy of a manager. Therefore, if a ticket has no locates assigned to users within a specified group (or it has no locates at all), it won't be included in the "Tickets Received by Manager" report, while it will be included in the number of tickets shown by "Tickets Received" report, which is oblivious of locates and user hierarchy.
The Tickets Received by Manager report also groups tickets by their type, so a ticket may be counted multiple times if there are multiple ticket types found in transmissions received for it. For example, one transmission could say that ticket number 0123456-789-00 is of type "NORMAL", while another transmission for the same ticket could display type "NORMAL CANCEL". In such case this ticket will be included in the count of both the "NORMAL" and "NORMAL CANCEL" types.
Why does the Tickets Received report show a different ticket count from the "Ticket Number" field in OLAP?
The answer is similar to that given above. OLAP fact table is based on locates, so OLAP is counting tickets using locates instead of only using the hierarchy of the manager. Therefore, tickets without locates will not be taken into account while calculating OLAP "Ticket Number" field.
We entered a check for an invoice, why are the Paid Amount and Check Date not shown on the Damage Estimate Changes report?
The Paid Amount and Check Date are only included on the Damage Estimate Changes report if the invoice is explicitly marked as Paid. The 'Paid' check-box on the invoice must be checked.
Why are Start Estimate, End Estimate and Change all the same value in Damage Estimate Changes report?
This happens when the investigation has a single estimate. Its value is used for Start Estimate, End Estimate and Change.
Why doesn't the sum of the daily totals for Unique Total Locates & Total Locates columns on the Productivity report match the totals for these columns on the weekly report?
The reason the sum of the totals for each day is different from the totals for the week period is that both columns (Unique Total Locates & Total Locates) only count unique tickets or locates, respectively. Therefore, a ticket or locate may be worked on multiple days and be included in the count for each of those days on the daily report. Consequently, when you calculate the sum of the totals for each individual day, the same ticket or locate will be counted for each day it was worked. For the weekly report, this same ticket or locate will only be included once.
Routing
How should default routes be configured?
Routing rules are applied to incoming locates. If a routing rule matches a locate, the locate is routed to the specified area. A typical routing rule is "if the ticket is for Springfield, Missouri then route the ticket to Jim".
A default route is a routing rule that is created to handle the case where none of the typical routing rules apply. A good way to structure these default routes is like this: "if the ticket is received on the MOOC feed then route it to the 'MO-Unassigned' bucket". If a rule like this is created for each feed, this will guarantee that all incoming tickets will be routed somewhere.
You might think that you could configure the default routes as: "if the ticket is for the state of MO then route it to the 'MO-Unassigned' bucket". However, this can fail in some cases. For example, a MOOC ticket may actually be for a property in Kansas. In this case the default routing rule will not apply to it, so it is better to use the feed name in default routes rather than the state.
Why can't I see information about re-routing in the Ticket History tab?
If a ticket is open in the Ticket Detail screen and then the Find screen is used to re-route that ticket, the changes will not be immediately visible in the Ticket Detail screen. The simplest way to reload the ticket is to choose another one and then return to the original ticket. After this is done, the history tab on the Ticket Detail screen will show the ticket being re-routed.
Ticket GUI
How do you back-date the close date of tickets?
You can do this by entering the correct closing date into the End Date/Time on the Ticket Detail screen.
How do you re-open closed tickets?
To re-open a closed ticket, a user must have the TICKET.REOPEN right, which allows a user to status closed tickets. To re-open a ticket, status the ticket again and make sure that the checkbox in the "Close" column, on the Ticket Detail screen, is unchecked, then save and sync.
Time Entry / Approval
Why are inactive users still shown in the Time Approval screen?
The Time Approval screen shows users who were active during the week. If a user is deactivated, they will still be shown on the approval screen until the end of the week.
For example, if the current week started November 5 and ended on November 11, if the Administrator deactivates a user on November 7, the user will still be visible in the Time Approval screen. The user could still submit a timesheet for November 5 and November 6.
Is it possible to add options to the Project and Type drop-down menus on the Time Entry screen.
There are four parts to answering this question.
- Additional Project options are created using the Admin/Projects screen.
- Additional Type options are created using the Admin/Work Types screen.
- The Project - Work Type combinations, what types are available for each project, are created using the Admin/Project Work Types screen.
- Project - Work Type combinations are assigned to a user using the Projects tab on the Admin/Users screen.
The newly assigned Project - Work Type combinations will be available to the users after their next sync.