Excavator Positive Response Settings

Modified on Fri, Aug 16 at 3:30 PM

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 positive response to the ticket (marked, cleared, etc.)

By default, the system provides one excavator setting that is used for all positive response messages. Occasionally companies have different operating names in different parts of the country or would prefer to have local offices handle questions regarding the locate. Excavator Positive Response settings allow settings to be created for each area of operation so the correct information is provided to the excavator.

Create Excavator Positive Response Setting

On the top menu bar, click System Management ( ) > Administration > Ticket Management > Excavator Positive Response Settings
On the Excavator Positive Response Setting Summary page, click Add an Excavator Positive Response Setting
On the Add an Excavator Positive Response Setting page, fill in the fields. See Modify Excavator Positive Response Setting, step 3, below

Modify Excavator Positive Response Setting

On the Excavator Positive Response Setting Summary page, in the Name column, click the name of the excavator positive response
On the Excavator Positive Response Setting Detail page, click Modify this Excavator Positive Response Setting

On the Modify an Excavator Positive Response Setting page, fill in the fields:

Field	Key to Response	Description
General Settings
Description	Not applicable	A description of the excavator positive response setting
Name	Not applicable	The name of the excavator positive response setting
Attachment Configuration
Select All: Ticket Attachments	9	Include the attachments from the original ticket and updates to it, plus the related items and their attachments for all tickets. All tickets, attachments, related items, and message templates are sent in a ZIP file
[list of tickets]	9	Check box: Include the original ticket, any attachments and updates to it, plus the related items and their attachments, and any message templates in a ZIP file Dropdown list: Choose the message template to be sent with the ticket
Language: English		Language is system supplied. To change it, contact Irth Solutions
Callback Number (optional)	Not applicable	The phone number of the company (One Call Center member) / Locator (if on staff at company) the excavator should contact. This number is the last resort for callback numbers (it is used only if callback numbers for users, contractors, and folders do not apply). For details on other numbers, see Callback Numbers
Email/Fax Configuration
Fax Header Number	Not applicable	The fax number of the company (One Call Center member) / Locator (if on staff at company) the Excavator should contact
Footer	10	The footer of the email/fax sent from the company to the excavator
Header	2	The header of the email/fax sent from the company to the excavator
Preferred Company Name	Not applicable	The name of the company (One Call Center member) that is contacting the excavator
Related Registration/Facility Message (optional)	Not applicable	The message to the related registration code or facility. Play the message to check for mistakes. To enable this feature, go to Options > Option to Include Messages for Related Registration Code / Facility in Excavator Positive Response
Subject	1	The subject line of the email/fax sent from the company to the excavator
Voice Configuration
Goodbye	10	The closing of the voice message sent from the company to the excavator. Play the goodbye to check for mistakes
Greeting	2	The introduction to the voice message sent from the company to the excavator. Play the greeting to check for mistakes
Related Registration/Facility Message (optional)	Not applicable	The message to the related registration code or facility. Play the message to check for mistakes. To enable this feature, go to Options > Option to Include Messages for Related Registration Code / Facility in Excavator Positive Response

Response with Excavator Positive Response Settings as Received by Excavator

Items 4-8 are optional information from the response. For details, see Responses > 2c: 2a. Optional. Add information to response.

Click Save

Option to Send Positive Response to Excavator Only When Ticket is Closed

You can choose to send positive responses to the excavator only when the ticket has been closed. If you are also using facility types, a response will be sent only after all facility types for the ticket have responded and it has a status of Closed.

On the top menu bar, click System Management ( ) > Administration > Ticket Management > Options
On the Options page, enable "Option to Only Send Positive Response to Excavator when Ticket is Closed."

Remember to log off and back into the system so the change can take effect.

Result: When users enter a Complete response to a ticket, the positive response will not be sent until they enter a response to complete the job