Configuring Ticket Responses and Positive Response Notifications

Modified on Thu, May 22 at 12:31 PM

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?

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


Note: You can configure responses to send a positive response to the One Call Center, the excavator, or both. It’s also possible to send a positive response without including an additional message.

Responses can be set as either complete (indicating the ticket is fully resolved) or ongoing (indicating work is still in progress), depending on your needs.


  1. Go to System Management (  ) > Administration > Ticket Management > Responses
  2. Click Add a Response
  3. 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

 

 

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.

           

  1. On the Response Detail page, check Notify Excavator when this response is entered.
  2. Add custom message text or use placeholders like:                                                                     
    Added Information Key to ResponseDescription
    Additional Message [Addl Msg]8adds 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 Excavators
    Assigned To [Assigned To]4to list the individual the ticket is assigned to. 
    Callback Number [Callback]6includes the contact number of the assigned locator.
    For details, see Callback Numbers
    Locator [Locator]5to 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]7adds 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:                   

 

  • 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. 


Was this article helpful?

That’s Great!

Thank you for your feedback

Sorry! We couldn't be helpful

Thank you for your feedback

Let us know how can we improve this article!

Select at least one of the reasons
CAPTCHA verification is required.

Feedback sent

We appreciate your effort and will try to fix the article