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Ticket Detail

The Ticket Detail screen displays the ticket image and data, and allows locators to work the ticket by entering the work information.

Ticket Tab

The Ticket tab displays the ticket information and is the main screen used to work a ticket.

Ticket Image

The Ticket Image is displayed on the upper left side of the screen. This displays an exact text copy of the ticket, as it was received from the call center or utility company. You can view additional transmissions received for the ticket by clicking on the Ticket Image drop-down box, located directly above the ticket image. The meet date, history, and other times are displayed in the user's local timezone.

The drop-down box located to the right of the Ticket Image drop-down box is used to configure the Highlight Changes feature.

You can search for text in the Ticket Image. Select Find from the Edit menu or from the right-click pop-up menu. Alternatively you can use press Ctrl+F. Occurrences of the search text will be highlighted with yellow in the Ticket Image pane.

Ticket Acknowledgement

The Acknowledge button is used to acknowledge a ticket that has been flagged as Needs Attention.

Ticket Printing

Click the Print button to print the ticket. After clicking the Print button, the Print Ticket Detail dialog box is opened. Specify the details to be included along with the Ticket Image, and click the Print Preview button. The ticket image and selected details are now opened as a PDF file, to be printed or saved.

When Include Attachments option is selected, attachments that are images or PDF files will be printed at the end of generated PDF file. Attachments that are not images or PDF files will be listed in the report, but there contents will not be printed. The report file size is limited to 5 MB, attachments that cannot be included due to this limit will be listed in the report, but their contents will not be printed. The following data for each attachment is included in the report:

• Attached to - The ticket number
• Name - Attachment file name
• Upload Date - Date when attachment was uploaded
• Uploaded by - User that attached the file
• Created - Date when attachment was created
• Position - Latitude and longitude recorded in the file. This applies to photos taken with a GPS enabled camera.

This sample shows how image attachments are printed in the report:

This sample shows how attachments are listed in the report:

Ticket Mapping

The MapPoint button opens the ticket location in Microsoft MapPoint®. More information about this feature is located here: Viewing Tickets In Microsoft MapPoint.

The drop-down box located to the right of the MapPoint button displays all configured mapping plug-ins. See the Mapping Plug-Ins page for more information about configuring mapping plug-ins.

Ticket Data Table

The Ticket Data table (in the middle of the screen) contains the following fields:

• Status - whether the ticket is open or closed
• Type - the ticket type as recorded on the most recent transmission
• Ticket Number - the ticket number as recorded on the most recent transmission
• Due Date - the date/time that the ticket is due. This is calculated using the due rules configured for the feed and is based on the information from the first transmission received.
• Hours Left - the number of hours between the current time and the due date of the ticket
• Excavator - the name of the excavator as recorded on the most recent transmission
• City - the city as recorded on the most recent transmission
• County - the county as recorded on the most recent transmission
• State - the state as recorded on the most recent transmission
• Street - the street as recorded on the most recent transmission
• Map Loc. - the map location as recorded on the most recent transmission
• Call Date - the date the ticket was called in as recorded on the most recent transmission
• Caller Name - the caller as recorded on the most recent transmission
• Caller Phone - the caller's phone as recorded on the most recent transmission
• Caller Email - the caller's email as recorded on the most recent transmission
• Caller Fax - the caller's fax as recorded on the most recent transmission
• Type Of Work - the type of work as recorded on the most recent transmission
• Work Done For - the company for which the work is done as recorded on the most recent transmission
• Position - the latitude and longitude of the ticket location as computed from the most recent transmission
• Feed - the feed from which the most recent transmission was received
• ID - the internal ID number for the ticket

Work Information

The Work Information pane (on the right side of the screen) contains the following fields:

• Start Date/Time* - the date/time when the locator started working on the ticket
• Meet - If checked, the ticket is considered a Meet ticket.
• Meet Date - the date/time the locator is scheduled to meet with the excavator on site
• Ticket Questions - If configured, ticket-level questions are displayed.
• Locate Questions - If configured, utility-level questions are displayed if the question criteria are met.
• End Date/Time* - the date/time when the locator finished working on the ticket
• Add Locate Button - used to add locates to the ticket. For more information, see the Add A Locate page.

Locate Information

The Locate Information pane (below the ticket image) contains the following fields:

• Client/Term - the utility abbreviation and term associated with the locate
• Locator - the user the locate is assigned to
• Due - the due date for the locate
• Prev Stat - the last status that was applied to this locate by a TicketRx user
• When Marked - the date/time when the last status was applied to this locate
• Status - lists the available status categories for this locate (in alphabetical order)
• Detail - lists the available status details for this locate (in alphabetical order)
• HP/Reason - lists the available high profile reasons for this locate
• Billable - If checked, the status activity is considered billable, and the activity is sent to the billing process.
• Close - If checked, the status activity closes the locate. Once all locates are closed, the ticket is closed.
• Minutes - the number of minutes the locator spent marking the locate
• Dist. Marked - the distance the locate was marked
• Wire Center - lists available wire center options
• Notes - If the Excavator Note box is checked, the note will be included on excavator notifications. For more information, please see the Adding Excavator Notes To Tickets page.

The Work and Locate Information panes are used to work the ticket.

Unless the user has rights that enable them to see more, the Ticket Detail screen will only show a user the locates that are assigned to them. If the user has the TICKET.VIEW.ALL.LOC right then they will see all locates on the ticket. The rights page provides more details about rights.

Contacts Tab

See the Tickets Services: Contacts page for more info about the Contacts tab.

Map Tab

The map tab displays the location of the tickets on a map. See Integrated Mapping for more information about mapping in TicketRx.

Services Tab

See the Tickets Services: Services page for more info about the Services tab.

Signature Tab

The Signature tab allows users to collect a signature for a ticket or service invoice.

Note: Users must have the "TICKET.SIGNATURE" right to view the Signature tab.

See the Excavator Signature page for more information about collecting an excavator signature for a ticket.

See the Services: Invoice Signature page for more information about collecting a signature for a service invoice.

Questions Tab

The Questions tab allows a user to answer questions as part of working a locate. Ticket questions can be configured by the customer to provide useful data about the locate. Individual questions can optionally be configured as required criteria to close a ticket. Some questions allow to entry additional comments along with a short answer. Answers to questions are displayed on the History tab.

With the questions also available on the main Ticket Detail tab, working a ticket becomes seamless and efficient.

The screen shot pictured below shows sample questions.

History/Notes Tab

You can add notes and attachments to tickets. These notes are recorded along with a timestamp and a record of who added the note.

In addition to user-entered notes, the system will automatically generate notes as significant events occur. For example, when a ticket is parsed or the ticket status is changed. The History/Notes tab also shows answers to the ticket and locate questions as well as a record of automatic Notifications and Excavator Notifications sent by the system that relate to this ticket. System notes and user notes are shown together on the History/Notes tab:

Demo Video: Ticket History And Notes

Attachments Tab

See the File Attachment page for more information about the Attachments tab.

Saving

Changes for the ticket will be saved after you press the Save button. The Save button is placed in the lower-right corner of the Ticket, Services, Signature, and Questions tabs. Pressing the button on any of these tabs lead to the same result - all changes made in Ticket Details will be saved. The Save button on the Signature tab is available only after accepting a signature.

After saving, TicketRx automatically returns to the screen from which the ticket was opened.