Ticket responses in UtiliSphere communicate work status—such as “Cleared” or “Marked”—back to the One Call Center and optionally to the excavator. This ensures all parties are informed of field activity on tickets. Responses are chosen from the Ticket Response window.
TABLE OF CONTENTS
- What Are Responses?
- Who Gets Notified?
- Creating (Or Modifying) a New Response
- Editing or Deleting Standard Comments
- Configure Responses per Registration Code
What Are Responses?
Responses are standardized selections used to indicate the status of a ticket, such as:
- Marked with Paint
- Cleared in Field
- Marked with Paint and Flags
- Cleared in Office
Each response can be set to indicate whether the work is complete (closed ticket) or ongoing (ticket remains open).
Who Gets Notified?
You can configure responses to notify:
The One Call Center
The excavator
Both
Creating (Or Modifying) a New Response
- Go to System Management (
) > Administration > Ticket Management > Responses
- Click Add a Response
- Fill in the necessary fields:
- Name: Display name of the response
- Applicable Response Action: Choose from Ongoing, Complete, or Both
- Billing Code and Default Units of Work
- Optional: Require attachments, sketches, notes, or other fields
Field | Description | Location |
Applicable Response Action | This setting determines if the response can be used for ongoing updates to a ticket or to complete a ticket Both: The response can be used for both complete and ongoing updates Complete: The work in the ticket is finished. The ticket status changes to Closed Ongoing: Work in the ticket remains to be done. The ticket status does not change | Ticket Response |
Billing Code (Required) | Code used by your company to categorize responses with a common label | Billing Summary |
Default Units of Work | The response will have this unit of work number by default. The user can change this default when responding, if needed. Decimal points are allowed, for example: .25 | Ticket Response |
Description | The definition or explanation of the response | Responses |
Is Clear | This is a configurable feature. For details, contact Irth Solutions | Ticket Response |
Name (Required) | The name of the response as it will appear throughout the system | Ticket Response and elsewhere |
Show Units of Work | The response shows the units of work | Ticket Response |
Require Attachment | The response requires an attachment (photo, etc) | Ticket Response |
Require New Due Time | The response requires a new due time for the ticket | Ticket Response |
Require Notes | The response requires the user to enter notes on the work | Ticket Response |
Require Sketch | The response requires the user to draw a sketch | Ticket Response |
Require Units of Work | The response requires the user to enter how much work was done. The units are set by the company. Common units: time (days, hours), distance (feet, miles), number of facilities, etc. | Ticket Response |
Mapping Responses to a One Call Center
To ensure your responses are accurately interpreted by the One Call Center, each internal response must be mapped to the corresponding code used by the center.
You can complete this mapping in one of two ways:
- During Response Setup: When creating or modifying a response, select the appropriate One Call Center response from the dropdown associated with each listed OCC.
- Using the “Configure Positive Response to Center” Tool: Navigate to System Management > Administration > Ticket Management > Responses, then select Configure Positive Response to Center to view and update mappings across all centers.
This ensures the One Call Center receives the correct status update based on your selected response.
Configure Positive Response to Center Example:

Adding Excavator Notifications (Optional)
A Positive Response to the Excavator uses the contact information from the One Call Center ticket to send a message to the excavator informing them of the response to the ticket (marked, cleared, etc.)
To automatically include a notification to the excavator:
- On the Response Detail page, check Notify Excavator when this response is entered.
- Add custom message text or use placeholders like:
Added Information Key to Response Description Additional Message [Addl Msg] 8 adds a free-text field for additional notes.
To make this field appear in the Ticket Response window:
enable in Options > Add Additional Message to Positive Responses to ExcavatorsAssigned To [Assigned To] 4 to list the individual the ticket is assigned to. Callback Number [Callback] 6 includes the contact number of the assigned locator.
For details, see Callback Numbers.Locator [Locator] 5 to list the assigned locator. You choose the locator on the Ticket Response window.
Locators are listed in the system as Users or Contractors.Locator Email [Locator Email] 7 adds the contact email of the assigned locator.
You can also include attachments and formatted messages via HTML templates.
If both Message and HTML Message are filled out, only HTML Message is sent:
Option | Description |
For Entire Message | Checked: the HTML message template replaces the response and the excavator positive response settings Unchecked: the HTML message template replaces the response |
Select HTML Message Template | The list of ticket message templates your company uses for excavator positive responses |
- Click Add/Save
For more details, see Modify Excavator Positive Response Setting.
Editing or Deleting Standard Comments
Standard Comments provide consistent, pre-written language that saves time and reduces variability when responding to tickets—ensuring teams communicate clearly and uniformly across all response types.
- Click a response name in the Response Summary.
- Select Add Standard Comment or Delete Standard Comment to manage reusable message snippets.
Action Steps Add Standard Comment
- On the left column, click Add Standard Comment
- On the Add a Standard Comment for Response page, fill in the fields:
- Abbreviation: the name of the comment (appears in the Ticket Response window, Ticket Response)
- Comment: the text of the comment
- Click Add
Delete Standard Comment
- On the left column, click Delete Standard Comment
- On the Delete Standard Comment from Response page, check the box of the comment(s)
- Click Delete
Configure Responses per Registration Code
Action | Steps |
Add Standard Comment |
|
Delete Standard Comment |
|
Configuring Responses per Registration Code allows organizations to tailor how responses behave based on specific service areas or business units, offering greater flexibility and control when managing tickets across diverse operational footprints.
Irth must enable Excavator Positive Response for each registration code. Once enabled, companies can choose which response goes to which registration code. See Registrations > Select Codes for Clear, Dispatch, and Review Tickets.
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