Documentation  >  Investigations (Damages)  > 

Performing an Investigation

Users can edit existing information for an investigation, add new information, upload attachments, and more using the Investigate screen. Some of the items that can be added include ticket number, facility where the problem occurred, damages incurred, and estimates and invoices for the selected facility.

You can open the Investigation screen from either of two screens within TicketRx, the Add Risk screen or the Find screen.

To open a newly created investigation:

1) Open the Add Risk screen by clicking the Add Risk icon on the TicketRx menu bar.

2) Add a new investigation.

3) Click View This Investigation. Investigation details are displayed in the Investigate screen.

To open an existing investigation:

1) Open the Find screen by clicking the Find icon on the TicketRx menu bar.

2) Select Find Investigations and fill in the desired search criteria.

3) Click Search. A list of investigations that match the search criteria are displayed in the results area.

4) Double-click an investigation. Investigation details are displayed in the Investigate screen.

After the details are displayed in the Investigate screen, you can update the investigation as desired with the following exceptions.

The following fields can be edited only if the user has the "RISK.EDIT.FIELDS" right:

• Address
• City
• County
• Zip
• Description

The Investigation Type can be edited only if the investigation status is "New".

To add a facility:

1) Click the Investigate icon on the TicketRx menu bar. The Investigate screen is displayed.

2) Click the Add button at the bottom of the Facilities / Claimants panel. The Add Facility dialog box is displayed.

3) Type or select details about the facility, such as Utility Type, Investigation Status, Facility Type, Sub-Type, Date/Time of Damage, Responsibility, Reason, Reason Detail, and a Description of Damage. The values shown in the Customer list are based on the state in which the investigation is being conducted. A customer's "state" is determined by automatically by the system by inspecting the chain of dependency from customer, utility, term, feed, and state. Required fields are marked with a red asterisk (*).

4) Click Accept to save the facility information. The new facility is displayed in the Facilities / Claimants pane of the Investigate screen.

To add an estimate:

1) Highlight the facility related to the estimate, and then click Add below the Estimates for Selected Facility panel.

2) Enter a dollar amount and a description and then click Save.

To add an invoice:

1) Highlight the facility related to the invoice, and then click Add below the Invoices for Selected Facility panel.

2) Update the form and then click Save. Required fields are marked with a red asterisk (*).

When information is entered for an investigation and saved, TicketRx automatically tracks who entered what information and when. Click the Activity tab on the Investigation screen to view the change history.