http://mwmsolutions.com/ticketrx/ TicketRx Web Site and Online Documentation Mon, 05 Jan 2009 16:07:52 -0600 http://mwmsolutions.com/ticketrx/about/company.html Mobile Workforce Management LLC was founded in 2004 to build on its founders' experience with mobile / disconnected workload management systems. We've since grown our team to create, enhance, operate, and market software products. Our first product is TicketRx, a Software-as-a-Service offering for the underground utility locating industry. TicketRx offers (...) Mon, 05 Jan 2009 08:36:23 -0600 fd1b2268178bc87c14a07f9ae347c974 http://mwmsolutions.com/ticketrx/about/working.html Our goal at MWM is to create a great place to work. Our workplace is casual yet intense. We don't (yet) have loud music and foosball, but we do offer: Free soda, water, and snacks Company lunch, about once per week Reasonable working hours Dual monitors for everyone A (...) Sun, 04 Jan 2009 15:22:27 -0600 8136e001a1a9cd6ab17e23d31528842d http://mwmsolutions.com/ticketrx/about/jobs.html Current job openings at MWM: Customer Service We are looking for a "Jack (or Jane) of all trades" to expand our service / support department. In this role, you will work in many areas: Answer phone calls and emails from users with support requests (low volume, this is not (...) Sun, 04 Jan 2009 15:22:27 -0600 4829c0e8f7ab12b0abccadbb20b91609 http://mwmsolutions.com/ticketrx/docs/productivity_reports/audit_comparison.html The Audit Comparison report is used to verify that all the tickets on the audits received from the one call center have been successfully received and processed within TicketRx. It is important to run the Audit Comparison report on a daily basis. This will help prevent situations where a utility (...) Fri, 19 Dec 2008 10:30:47 -0600 c283bb766c57d1cd28708935ba3b2032 http://mwmsolutions.com/ticketrx/docs/productivity_reports/audits_received.html The Audits Received report provides a list of audits received for each feed. The Audits Received report screen is shown below: Parameters Date Report Output The Audits Received report contains the following fields: Feed (...) Fri, 19 Dec 2008 10:30:47 -0600 47ff6436da61d3fd15384b3cf8bf5bad http://mwmsolutions.com/ticketrx/docs/admin/rights.html Admin ADMIN.FEEDS.PARSERS - Manage feed parsers ADMIN.SCREEN - View the admin screen View / Reassign Areas ADMIN.AREAS.VIEW - View area assignments ADMIN.AREAS. EDIT - Create and edit area assignments Bill Rates ADMIN.EFF.RATE.VW - View billing rates ADMIN.EFF.RATE - Create and edit billing rates Billing Problems ADMIN.BILL.PROBL.VW (...) Fri, 19 Dec 2008 10:06:05 -0600 37ce0339989d4f0fe551fc80175114f3 http://mwmsolutions.com/ticketrx/docs/attachments/file_attachment.html TicketRx allows you to attach a file or picture to any of the tickets that are assigned to you. TicketRx implements an adaptive upload algorithm designed to ensure that uploads continue even in the face of slow and intermittent connections. This is important because field personnel are often working on (...) Fri, 19 Dec 2008 10:06:05 -0600 85a2016c7c6064cb73aa84ed428a3c71 http://mwmsolutions.com/ticketrx/docs/operations/creating_mapping_plugin.html TicketRx can interface with mapping software to display ticket work locations on a map, by means of a plug-in interface. This interface is web-based: TicketRx calls a (configurable) URL with an HTTP POST, passing the parameters below. The plug-in should then display a map, possibly by redirecting the user to (...) Fri, 19 Dec 2008 08:49:36 -0600 e17baad3cfab8d6aabcfb4bf33735365 http://mwmsolutions.com/ticketrx/docs/operations/firewall_settings.html Firewall Settings In order for computers inside your network to access the TicketRx servers, your company firewall settings may need adjustment. For the TicketRx hosted service, the TicketRx client application will connect to our servers using addresses and ports in this range: IP Range: 72.29.0.192 - 72.29.0.223 Port Range: 8000 (...) Fri, 19 Dec 2008 08:44:30 -0600 81b979b799874391d26c53c12c2a5b42 http://mwmsolutions.com/ticketrx/docs/services/services.html The Services tab is used to enter data used to bill customers for additional services rendered as part of working the ticket. There are two panes on the Services tab: the Invoice, and Services panes. Note: Users must have the TICKET.VIEW.SERVICES right to view the Services tab. The Services tab (...) Tue, 16 Dec 2008 17:08:57 -0600 2a1634a0e66f259638e38d05b213fa8d http://mwmsolutions.com/ticketrx/docs/productivity_reports/response_queue_report.html This report provides data about the locates that are currently in queue to have a positive response sent. This is useful for trouble-shooting issues that are preventing positive responses from being sent. Visit the Dynamic Reports section to learn how to use dynamic reports. Parameters Customers - Specify which (...) Tue, 16 Dec 2008 16:37:45 -0600 e63a0d0d1c250581ef1ebeb71e542a6c http://mwmsolutions.com/ticketrx/docs/dashboard/response_queue.html The Response Queue dashboard pane displays positive response information for each feed. The following columns are displayed on this pane: Feed Queued Responses - the number of queued responses for the corresponding feed Oldest - the time and date when the oldest response was queued The Response Queue dashboard (...) Tue, 16 Dec 2008 16:37:45 -0600 e853a1460e14ffa53a063eaf431d06e5 http://mwmsolutions.com/ticketrx/docs/admin/admin_notifications.html The following notification types are supported. The type is specified in the Condition field on the Notifications admin screen. Notification TypeDescriptionafter.hours.cancelSent for cancellation transmissions received after hours. after.hours.emergSent for emergency transmissions received after-hours. after.hours.parse.errorSent for transmissions received after hours that could not be parsed. after.hours.shortSent for short notice transmissions received (...) Tue, 16 Dec 2008 16:23:10 -0600 0b2ac00817fe780d219289cbba2081f8 http://mwmsolutions.com/ticketrx/docs/admin/notifications_module.html The Notifications screen is used to manage the notifications sent by TicketRx. Notifications are messages sent by TicketRx when specific events occur. Notifications can be sent by email or fax. To create a new notification, click the Create Notification button, then enter all of the notification information into the corresponding (...) Tue, 16 Dec 2008 16:23:10 -0600 be8af47b3d6d947c6c6db97268407802 http://mwmsolutions.com/ticketrx/docs/productivity_reports/tickets_by_response_code.html The Tickets by Response Code report lists the details of positive responses that were sent for tickets matching the selected criteria. It is useful for getting a list of all the tickets that used a certain response code. Configuring response codes is discussed in the Admin Feeds section of the (...) Mon, 15 Dec 2008 16:08:21 -0600 0b57060332ef9d248b72343c339b0a07 http://mwmsolutions.com/ticketrx/docs/productivity_reports/auto_closed_loc.html The Auto-Closed Locates report displays the number of locates auto-closed by the system for the specified customers and date range. Parameters Date Range Customer Report Output The Auto-Closed Locates report contains the following fields: Term Close Date Locates Closed Auto-Closed Detail This report provides a count of how (...) Mon, 15 Dec 2008 16:08:21 -0600 e1dd369373df4cd71e46c7cf6998a92a http://mwmsolutions.com/ticketrx/docs/reports/dynamic_reports.html Some reports in TicketRx are dynamic reports. These reports allow the user to control not just basic parameters to limit the records included in the report but also: the title of the report what fields are displayed how the data is grouped how the data is sorted what sub-totals (...) Mon, 15 Dec 2008 11:56:51 -0600 90bfdfc21588024de19346b58d9a9502 http://mwmsolutions.com/ticketrx/docs/attachments/photo_size_limit.html The system is configured with a max resolution for attached images. If a user attempts to attach an image that exceeds these limits then they are presented with options for what to do. The specific options presented to a user depends on what rights they have. The first option is (...) Fri, 12 Dec 2008 11:23:32 -0600 2d3b7860327158393603ef2b70ec8175 http://mwmsolutions.com/ticketrx/docs/managers/ticket_manager.html On the left-hand side of the Ticket Manager screen (default), a list of Locators and their buckets is displayed. The number of locates and the number of tickets are displayed after each of their names. To view details for any of the Locators, simply click on their name, and a (...) Fri, 12 Dec 2008 11:23:32 -0600 df653ebde36f4a17ecdf587119cf8dcd http://mwmsolutions.com/ticketrx/docs/locators/l_ticket_detail.html 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 (...) Fri, 12 Dec 2008 11:23:32 -0600 86fcf4bad2a623cd76a1227ba1745590 http://mwmsolutions.com/ticketrx/docs/billing_reports/billing_invoice.html The Billing Invoice report is a dynamic report that lists all activities billed in the specified date range. Visit the Dynamic Reports section to learn how to use dynamic reports. Parameters Date - The report will include only activities that fall within the specified date range. Customers - This (...) Fri, 12 Dec 2008 11:23:32 -0600 4b92789d0c7e4e919a6cdc2d36130367 http://mwmsolutions.com/ticketrx/docs/locators/my_tickets.html Once a successful sync has been performed, you are free to work the tickets that have been assigned to you. If you click on the My Tickets button, you will see a list of your open tickets. You can sort the tickets by clicking on a column header. Typically, users (...) Fri, 12 Dec 2008 11:23:32 -0600 3cc395280c41e9f122273adf325557f6 http://mwmsolutions.com/ticketrx/docs/admin/system.html The System screen is used to manage miscellaneous TicketRx system options. The following options can be managed from this screen: brand.customer - used in the subject of email notifications brand.questions - used on the High Profile notification to provide recipients with contact info if they have any questions customer.name (...) Fri, 12 Dec 2008 11:23:32 -0600 b5acd6103885a1e9ff3cff10bb1ae205 http://mwmsolutions.com/ticketrx/docs/productivity_reports/tickets_received_detail.html The Tickets Received Detail report is a dynamic report that provides information about the ticket transmissions that have been received by the system. Visit the Dynamic Reports section to learn how to use dynamic reports. Parameters Date - The date the transmission was received. Customers - Specify which utilities, (...) Fri, 12 Dec 2008 11:23:32 -0600 f4ca7a8c4522c0a8062eb08cad871d79 http://mwmsolutions.com/ticketrx/docs/release_notes/2_26.html Release notes for this version of client application Thu, 11 Dec 2008 17:54:55 -0600 2ad654923266c17630119106e41952da http://mwmsolutions.com/ticketrx/docs/admin/custom.html This document describes custom routing rules and ways in which they should be configured. Township Range Section Routing Two formats can be used for this kind of routing rules. Separate Township / Range / Section trs("township","range","section") This format accepts Township/Range/Section coordinates as separate parameters. Sample rules: trs("11N","04E","32") trs("10N","03E","11") trs("10N","04E","20") Each (...) Thu, 11 Dec 2008 14:11:24 -0600 e49761c89108bdd6c4437969fcb03a0c http://mwmsolutions.com/ticketrx/docs/admin/custom_module.html The Custom Routing Rules module is used to create and edit custom routing rules. Custom routing rules take precedence over the city-county-state rules. More detailed information about the available rule formats is described in the Custom Routing Rule section. Click the Create button to create a new routing rule. Enter (...) Thu, 11 Dec 2008 14:11:24 -0600 8159748bb6939c725760a3815001b152 http://mwmsolutions.com/ticketrx/docs/admin/city_county_state.html The City-County-State Routing Rules screen (shown below) is used to manage city-county-state routing rules. City-county-state routing rules are used to route tickets based on the city, county and state on the locate. The city-county-state routing rules are applied after the custom routing rules. So the city-county-state routing rules will only (...) Thu, 11 Dec 2008 14:11:24 -0600 989cd1017aea81be2d49f5ad78052299 http://mwmsolutions.com/ticketrx/docs/productivity_reports/ticket_attachment_count.html The Ticket Attachment Count report provides a list of closed tickets with the specified number of attachments. Among other users, this can be used to help ensure that the policies regarding attaching digital photos are being followed. For example, by setting both the min and max number of attachments to (...) Mon, 08 Dec 2008 16:13:35 -0600 d49d712879de6cb912ef91d0183c44f7 http://mwmsolutions.com/ticketrx/docs/admin/columns.html The columns displayed on the My Tickets and the Ticket Manager screens can be configured via a lookup table. Open the Client : Columns lookup table and toggle the "display" checkbox on or off to control what columns are displayed. After changing what columns are displayed, users must sync before (...) Mon, 08 Dec 2008 14:24:10 -0600 907d2f729e1c513aa05042fac9e47ed4