Positive Response
TicketRx automatically provides positive responses to one-call centers. TicketRx supports all the common protocols including FTP, telnet, SOAP, email, fax, and direct modem connections. The system is used to communicate with a variety of ticket systems including KorTerra®, TransLore, IRTH. When certificate based authentication is needed TicketRx uses the digital certificate published in the operations section.
Response codes are configured individually for each status code. This allows users to enter standard, self-explanatory status codes which are then translated automatically into the appropriate response codes for whatever ticket system the responses are sent to.
The ticket question feature of TicketRx allows responder specific information to be collected from locators at the time they status tickets. For example, if a locator statuses a ticket as a "meet" then they can be automatically prompted for the name of the excavator representative that they met with. This information is included, as-needed, in the positive response.
It is common for the member code (term code) to be included in the positive responses. Situations occasionally arise where it is necessary to use a different term code for the responses than is used within TicketRx. In these cases the term code can be translated to another value. This translation is configured on the Terms admin screen with the "Respond Code" field.
Some feeds require one positive response for each transmission rather than just one for the ticket. This is configured in Feeds administration.
The status of positive responses is available on the Response Queue dashboard pane and in the Response Queue report.
Attachments
For some protocols TicketRx includes attachments in the positive responses. Each attachment is only sent once. If the file is attached and uploaded prior to or soon after statusing locates, it is sent with the first response for the ticket. For attachments added at a later time, TicketRx sends a copy of the last response. Sometimes attachments are too big to be sent. For example, the receiving system may be unable to process especially large files. Therefore the system enforces a size limit on attachments that can be sent as part of responses. If the size limit is exceeded then the attachment is not included in the response and the following note is added to the corresponding ticket:
The attachment, "<attachment name>", was not sent with the positive response because it exceeds the size limit of <…> bytes.
Notes
For some protocols TicketRx includes ticket notes in the positive responses. The notes are sent in a format
<Entry Date> <Note Text>.
All notes entered by the time the response is sent are included.