Configuring Ticket Responses and Positive Response Notifications

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 
  • Mapping Responses to a One Call Center
  • Adding Excavator Notifications (Optional)
• 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 

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

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:         

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 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 Excavators
   Assigned 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:                   

• 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. 

1. Click a response name in the Response Summary.
2. 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

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.