http://mwmsolutions.com/ticketrx/ TicketRx Web Site and Online Documentation Fri, 02 Oct 2009 14:24:17 -0500 http://mwmsolutions.com/ticketrx/docs/managers/positive_response.html 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 (...) Fri, 02 Oct 2009 14:23:23 -0500 8b1e152407909b5a443f3328f1149af0 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 TypeAbbreviationAfter hours cancellation transmissionafter.hours.cancel After hours emergency transmissionafter.hours.emerg After hours short notice transmissionafter.hours.short After hours transmission parse errorafter.hours.parse.error Audit transmissionaudit Damage transmissiondamage Design transmissiondesign Email report failedpostponed.report.error Email report timed (...) Thu, 01 Oct 2009 13:04:25 -0500 719ec61fdc8a679b03ddd109eca815d7 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 - (...) Thu, 01 Oct 2009 10:05:04 -0500 109af63bcc1d7fa69bd72324e366ea2f http://mwmsolutions.com/ticketrx/docs/release_notes/3_5.html Release notes for this version of client application Wed, 30 Sep 2009 17:19:44 -0500 f5dce00fc830a1269349359693f87ca2 http://mwmsolutions.com/ticketrx/docs/admin/bill_rates.html TicketRx includes a billing system to calculate how much to charge utility companies for performing locating services. The charges are calculated for each locate performed. The charges may vary based on: what utility was located how many utilities were located how much time was spent the distance located how (...) Wed, 30 Sep 2009 15:34:18 -0500 02e2a4843c06a611211fe6064b90145f http://mwmsolutions.com/ticketrx/docs/managers/auto_close.html Locates can be automatically closed after a certain number of days. This can be configured per utility. All open locates with a given utility will be closed after a specific number of days. This feature is useful if tickets are loaded into the system for reporting purposes, but not to (...) Wed, 30 Sep 2009 09:33:41 -0500 7ac7c250787f8211df85b7715520b700 http://mwmsolutions.com/ticketrx/docs/admin/view_reassign_areas.html The Areas module is used to create, view and reassign areas. The Areas screen is shown below: You can change the columns that are displayed on the Areas pane by configuring the grid. To create a new area, click the Create New Area button. Then, enter in the Area Name, (...) Tue, 29 Sep 2009 14:13:28 -0500 cd3a4707e4118a32468441433f6852f1 http://mwmsolutions.com/ticketrx/docs/admin/questions.html The Questions screen, one of the Admin screens, is used to create and maintain the questions that are displayed in the Ticket, Damage, and Field Audit modules of TicketRx. You can change the columns that are displayed on the Questions pane by configuring the grid. When creating a question, you (...) Tue, 29 Sep 2009 14:13:28 -0500 12d96ef0ac98822adb4e76fc335d9afe http://mwmsolutions.com/ticketrx/docs/admin/feeds.html The Feeds screen is used to manage the feeds from One Call centers and utility companies. To create a feed, click the Create Feed button, and enter all of the feed information into the corresponding fields. Once all necessary information has been entered, click the Save button. To edit an (...) Tue, 22 Sep 2009 13:57:55 -0500 f566cd61e0ac43e699c40dbc2a889e8b http://mwmsolutions.com/ticketrx/docs/locators/working_ticket.html Once work is performed, you will want to open the ticket and enter your information in the Locate and Work Information panes on the Ticket Detail screen. The general workflow for working a ticket in TicketRx is listed below: Enter the Start Date/Time. Click the Now button to the (...) Tue, 22 Sep 2009 13:36:12 -0500 16d2efb826988fc4cda7f515e304d4d6 http://mwmsolutions.com/ticketrx/about/jobs.html There are no job openings at MWM at this time. (...) Tue, 22 Sep 2009 10:25:35 -0500 7466581bc7a78e8f63dab91a0f9b14d2 http://mwmsolutions.com/ticketrx/docs/admin/holidays.html Overview This document describes the Holidays screen in the Admin screen which can be used for managing holidays and relations between holidays and feeds. The Holidays screen is used to configure the holidays used to calculate ticket and investigation due dates. It also determines when activity is considered after hours (...) Tue, 22 Sep 2009 10:19:29 -0500 cbdd2797d24ae6db4dab2a1196080ea0 http://mwmsolutions.com/ticketrx/features/product_overview/billing.html TicketRx includes a billing system to calculate how much to charge utility companies for performing locating services. The charges are calculated for each locate peformed. The charges can vary based on: what utility was located how many utilties were located how much time was spent the distance located how (...) Tue, 22 Sep 2009 10:19:29 -0500 b75f05380218a616bcf12f7d5e6a8d24 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 before area polygon rules, but after the custom routing rules. So the (...) Tue, 22 Sep 2009 09:09:50 -0500 c485a6624709021407f21fc23c9e161a 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 and area polygon rules. More detailed information about the available rule formats is described in the Custom Routing Rule section. Click the Create button to create a (...) Tue, 22 Sep 2009 09:09:50 -0500 3d52caa7df793741656ab6c7a09756d2 http://mwmsolutions.com/ticketrx/docs/managers/parse.html 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: E-mail FTP Modem Receivers are configured in the Receivers admin module. Parsing Transmissions The following fields are extracted from (...) Tue, 22 Sep 2009 08:59:14 -0500 fdec3d35e1379723e7fefa46f2efcf3d http://mwmsolutions.com/ticketrx/docs/operations/install.html Local administrative rights are not required to install or run the TicketRx client application. Once Java is installed, the TicketRx application can be installed and run simply by clicking on a web link. When the link is first accessed, the TicketRx client application will be downloaded and installed locally as (...) Tue, 22 Sep 2009 08:59:14 -0500 f289902e739f5033168bbcbe17e57159 http://mwmsolutions.com/ticketrx/docs/productivity_reports/productivity.html The Productivity Report allows you to look at the work done on a single day and schedule future work accordingly. This data allows you to judge whether each locator will be able to complete his or her assigned work based on his or her track record. In addition to breaking (...) Tue, 22 Sep 2009 07:58:13 -0500 394cec2e5fe9fba57c6abb2a0086ab07 http://mwmsolutions.com/ticketrx/docs/productivity_reports/closed_tickets.html The Closed Tickets report displays tickets and locates closed by locators during a specified date range. A ticket can have multiple locates, with each locate possibly being closed by a different user. This report displays one row for each locate with details of when and who closed it. Parameters (...) Tue, 22 Sep 2009 07:50:44 -0500 91fa023b5ed3e026541618fac465e1a8 http://mwmsolutions.com/ticketrx/docs/payroll_reports/time_sheet_detail.html The Time Sheet Detail report shows the line item detail of data entered within the Time Entry system. The Time Sheet Detail report screen is shown below: Parameters Date Manager - all users listed below the user chosen, in the user hierarchy, will be included in the report Work (...) Tue, 22 Sep 2009 07:50:44 -0500 bcc61f0e4e539496734192e45033dfe4 http://mwmsolutions.com/ticketrx/docs/locators/locate_questions.html TicketRx can be configured to ask locators to answer questions as part of working a locate. Questions can be tied to specific utilities or even to specific status codes. After the user statuses a locate with a status that has an associated question, then one or more questions will appear (...) Mon, 21 Sep 2009 18:00:13 -0500 6b253e0db1afaee662af505415e02f13 http://mwmsolutions.com/ticketrx/docs/locators/l_time_entry.html You will use the TicketRx system to enter in time in your daily time sheet. To do this, you will need to click on the Time Entry icon at the top of your screen. You can first select the date by using the left or right scroll buttons on the (...) Mon, 21 Sep 2009 09:51:08 -0500 c23630dbc40658f00160d29792757139 http://mwmsolutions.com/ticketrx/docs/admin/system.html The System screen is used to manage the TicketRx system configuration parameters. The following parameters can be managed from this screen: billing.extract.timezone - specify default timezone to use in the billing extract report brand.customer - used in the subject of email notifications brand.questions - used on the High Profile (...) Mon, 21 Sep 2009 09:51:08 -0500 8dbe805fc2414cdb8142fed16b56d131 http://mwmsolutions.com/ticketrx/docs/admin/office.html The Office screen is used to create and edit office locations within the TicketRx system. Office locations are used to provide the local office's information on communications sent by the TicketRx system. Offices can be assigned to utilites so that any communication sent by TicketRx pertaining to a locate from (...) Mon, 21 Sep 2009 09:50:58 -0500 1544a6ca97b058d1a9c2f887ecd7bb04 http://mwmsolutions.com/ticketrx/docs/billing/billing_ext_explanations.html Following is a description of the columns that are displayed on the Billing Extract report. Note that some of the columns are for internal use only while other are currently not being used. Any columns that are not used for all customers are marked as optional. All date columns are (...) Mon, 21 Sep 2009 09:50:58 -0500 d55ca3644796fcdcc38b28670c103c04 http://mwmsolutions.com/ticketrx/docs/productivity_reports/ticket_question_answers.html The Ticket Question - Answers report displays ticket and locate-level questions and answers that were provided when the locator was working the ticket. Parameters When Answered Manager - The report will include data for the selected user and everyone below the user in the hierarchy. Questions - Only the (...) Mon, 21 Sep 2009 09:37:01 -0500 9921faa0db7873025a95eb8e77ce1f1d http://mwmsolutions.com/ticketrx/docs/services/invoice_signature.html The Signature tab on the Ticket Detail screen allows a locator to electronically collect a signature for a service invoice, in the field using a pen-based Tablet PC. Note: Users must have the "TICKET.SIGNATURE" right to view the Signature tab. There are two panes on the Signature tab: the Invoice (...) Fri, 18 Sep 2009 11:30:00 -0500 85bbc6745589d9bb910bdc6ea8c79fb1 http://mwmsolutions.com/ticketrx/docs/productivity_reports/day_life_user.html The Day In Life Of User report provides a list of all syncs, notes, question answers and visits by a user. This report can be a helpful tool when analyzing the productivity of locators. The Day In Life Of User report screen is shown below: Parameters Date Manager - (...) Fri, 18 Sep 2009 11:21:57 -0500 2e0e757939254181dbb96832c67be38b http://mwmsolutions.com/ticketrx/docs/investigation_reports/investigation_detail.html The Investigation Detail report provides a detailed report for a specific investigation based on the parameters you select. You can run this report from the Investigation Detail screen or from the Find screen Report Parameters: RMIR(*) - Number of the investigation you want to include in the report By (...) Fri, 18 Sep 2009 11:21:57 -0500 a7e8d927fe5b49da1083cb5a5becb2c9 http://mwmsolutions.com/ticketrx/docs/find/basic_search.html The Basic Search tab of the Find screen allows you to search tickets and investigations based on the following criteria: Ticket Number Trans Number Ticket Type Status - select one of these choices: ALL NEW - include tickets with none of the locates statused NOT ALL STATUSED - include (...) Fri, 18 Sep 2009 11:21:57 -0500 a4466a3045d1014a931e5b5d0e6a6438