Parsing Tickets
TicketRx receives and parses tickets from one call centers. Each transmission is stored permanently in the system.
Receiving Transmissions
Ticket and audit transmissions can be received using the following channels:
- FTP
- Modem
Receivers are configured in the Receivers admin module.
Parsing Transmissions
The following fields are extracted from transmissions for use with ticket management, reporting and other features:
- Feed
- Transmission Number
- Ticket Number
- Call Date
- Meet Date
- Work Date
- Transmit Date
- Legal Due Date
- Parse Date
- Term Codes
- Ticket Type
- Type of Work
- Work Done For
- Excavator Name
- Excavator Address
- Caller Name
- Caller Phone
- Caller Fax
- Caller Email
- State
- County
- City
- Subdivision
- Street Address
- Map Location
- Latitude and Longitude - when not directly included in the transmission, latitude and longitude is calculated from the map location. For example, the map location may be in "quarter-minute-grid" or Public Land Survey System notation. These values are converted to latitude and longitude and used to map the ticket location.
- Service Area Code
- Master Code
- Description
All date and time fields are parsed with respect to feed time zone. In the application the dates are displayed in user time zone depending on local time zone settings.
Parsing Attachments From Tickets
Some call centers attach additional files to their email transmissions.
The Admin/Feeds screen is used to configure which attachments are parsed from the transmissions for each feed. The attachments parsed from the call center transmissions are automatically attached to the ticket in TicketRx using the original file name of the file that was attached to the call center transmission.
The Attachment Loading field is shown below.
The Attachment Loading field has three radio buttons that are used to specify what attachments are parsed from the transmissions for the feed:
- Disabled - No attachments are parsed from the call center transmissions for this feed.
- Load All - All attachments are parsed from the call center transmissions for this feed.
- Load Specific Extensions - Only attachments with the specified attachments are parsed from the call center transmissions for this feed.
To add an extension to the Load Specific Extensions list box, enter the extension to be added in the field direcly below the Load Specific Extensions radio button. Then, click the Add button to the right of the field. The extension has now been added to the Load Specific Extensions list box.
To remove an extension from the Load Specific Extensions list box, highlight the extension to be removed. Then, click the Remove button located directly below the Load Specific Extensions list box. The extension has now been removed from the Load Specific Extensions list box.
