Options Feature

Modified on Mon, Jul 7 at 10:45 AM

Options Feature

Purpose/Overview

This article explains how to use the Options feature to fine-tune how tickets are processed, assigned, and communicated across the organization. Using Options solves a wide range of operational challenges—such as ticket prioritization, automated responses, and team workload management—by enabling configurable settings for ticket behavior, filtering, facility types, and user interface elements.

To access this feature: Utilisphere > Stytem Management > Administration > Genereal > Options

Key Benefits/Use Cases:

Improved Ticket Routing and Automation: Enabling facility types and auto-processing rules allows tickets to be split, filtered, or routed to the appropriate user or team, improving response time and accountability.
Custom Workflow Control and Visibility: With settings like folder usage, ticket locking, due time configuration, and mobile display options, organizations can ensure tickets are managed efficiently and with minimal overlap between users.

Things to Know:

Permissions: Admin-level access is required to enable or modify Options settings.
Platform Behavior: Some options affect both desktop and mobile views, while others may behave differently across platforms (e.g., map annotations or photo overrides).
System Restart: Certain changes (like enabling folders or attachments) require users to log out and log back in to apply updates.

How It Works:

Once you've navigated to the Advanced Options list under the Options menu, you can follow the steps below to enable and configure specific options by clicking the "here" link of each option:

Example: Enable Folders

In the Advanced Options list, find Folders.
Click the “here” link and select OK to enable Folders.
Log out of the system, then log back in. The Folders option will now appear in the Administration menu.

Example: Configure Emergency & Short Notice Due Time

Find the option for Configure Due Time Options.
Click “here” and enter the desired timeframe (e.g., 60 minutes for emergency, 4 hours for short notice).
Click OK to save changes.
Log out of the system, then log back in for the settings to take effect.

Configuration Options

Option	Description
Configure Due Time Options	Set how soon a ticket is considered an emergency or short notice.
Facility Types	Enable responses by facility type (e.g., gas, electric, water).
Folders	Organize tickets into categories like location or research group.
Prevent Direct Assignment To Locators	Require ticket assignment through folders instead of directly to locators.
Download Ticket Dig Site Info	Download digsite info as XML and be able to email it with ticket text.
Print Trailer with Ticket	Add a customizable note/trailer to printed tickets.
Filter Group	Organize filters into groups for easier navigation.
Ticket Locking	Prevent multiple users from editing the same ticket simultaneously.
Ticket Assignment Locking	Allow users to lock one ticket to prevent reassignment overnight.
Apply Auto-Processing Results after Configured Amount of Time	Automatically assign or folder tickets after a set delay.
Auto-Processing Multiple Match Behavior	Choose a default folder/locator when multiple matches exist.
Link Tickets per Address Information	Automatically link new tickets to past tickets with similar addresses.
Additional Geocode Footprint for Auto-Processing	Expand digsite area slightly to improve auto-processing accuracy.
Override Digsite Priority for All Auto-Process Rules	Use One Call dig area instead of geocoded area for decisions.
Additional Classification for Tickets	Add custom classifications for ticket tracking or sorting.
Option to Send Positive Response to Excavator	Automatically send positive responses when tickets are responded to.
Option to Add Additional Message to Positive Responses to Excavators	Include custom messages with positive excavator responses.
Option to Include Messages for Related Registration Code/Facility in Excavator Positive Response	Include messages about unresolved facilities in the response.
Ticket Due Warning Status	Notify users when a ticket is nearing its due time.
Distance Tolerance from OCC Dig Area to Geocoded Digsite	Flag tickets if OCC dig area and geocoded site are too far apart.
Dig Site Size Icon Thresholds	Classify digsite size (Small/Medium/Large) by square footage.
Option to Use the Current User as the Default Locator when Entering a Response for Tickets	Auto-select current user as locator in response screen.
Option to Require a Locator When Entering a Response for Tickets	Ensure a locator is selected before submitting a response.
Option to Disable Due Time Clock When Response Added	Hide due time icon once a response has been submitted.
Option to Send Email to Excavators on Ticket Assignment	Email excavators when their ticket is assigned.
Option to Save Attachments for Incoming Tickets	Automatically save attachments included with incoming tickets.
Attachment Classifications	Add classification tags to attachments.
Option to Display Banner Message Upon Logon	Show a custom banner message to users at login.
Option to Disallow Previous Passwords	Prevent users from reusing recent passwords.
Options to Automatically Disable and Delete Users	Disable/delete users after a period of inactivity.
Option to Configure Desktop Work Item Bounding Box Export to File	Enable exporting work item bounding box to a file
Option to Override End Work Notification	Control when users get notified about unclosed work items.
Option to Enable and Require Notes on All Add Photo Actions	Require users to add a note when uploading photos.
Option to Display Map for Ticket Details	Show digsite map in the ticket details view.
Option to Configure Map Measure Tool Units	Choose measurement units for mpa tools (feet, meters, both).
Options to Override Photo Size and Selection Method	Control image quality and how users select photos on mobile.
Options to Add an Information Footer to Photos	Attach extra info to uploaded photos.
Option to Display the Folder Name of a Ticket or Work Item on the Mobile Summary	Show folder names on mobile ticket/work item summaries.
Option to Display Who is Assigned to a Ticket or Work Item on the Mobile Summary	Show assigned user name on mobile summary views.
Option to Allow Annotation of Ticket or Work Item Maps	Enable users to draw or mark on ticket/work item maps.
Option to Configure the Amount of Voice Call Attempts	Set how many call attempts are made before giving up.

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