Purpose/Overview
In UtiliSphere, Work Items and Tickets are both used to manage and track activity, but they serve different purposes and behave differently within the platform. Knowing how each used — and how they can interact — ensures efficient workflows and accurate reporting.
Navigation Path:
To access these features:
- TICKETS > Ticket Summary
OR - WORK > Summary (can also be [Custom Form Name] > Summary)
Things to Know:
| Tickets | Work Items | |
|---|---|---|
| Purpose | Represent external notifications or requests — typically 811 tickets from state one call centers or other regulatory sources. | Represent your organization's internal tasks, forms, or workflows created and managed within UtiliSphere. |
| e.g. When a one-call center notifies you of planned excavation work, UtiliSphere automatically generates a Ticket to track the request. | e.g., An organization creates a Work Item to conduct an on-site inspection, link it to a related ticket, and trigger automated follow-ups if issues are identified. Work Items can be used to link processes and results. | |
| Data Source | Automatically generated from external feeds (e.g., 811 centers, partner integrations, or regulatory bodies). | Created manually or automatically within UtiliSphere to track activities, inspections, audits, or other operational processes. |
| Ownership | Governed by regulatory requirements and external rules — content and formatting are dictated by the originating system or One Call Center. | Fully owned, designed, and managed by your organization, giving you complete flexibility over data structure and workflows. |
| Customization | Limited — fields, structure, and formatting are set by the one call center or external integration and cannot be changed. | Highly customizable — you control fields, forms, automations, and linked workflows to meet your organization’s needs. |
| Reporting | Primarily focused on compliance, ticket timelines, and regulatory status tracking based on 811 or other third-party data. | Flexible reporting on form data, assignments, automation triggers, workflow statuses, and other internal metrics. |
How It Works:
While distinct, Work Items and Tickets often work together:
- A Ticket may trigger the creation of a Work Item to manage related internal tasks.
- Multiple Work Items can link to a single Ticket when handling complex workflows.
- Work Item automation can update Ticket statuses or send notifications based on internal activity.
Related Features/Next Steps:
- App Designer Basics
- Using Links to Connect Forms, Tickets, and Map Layers
- Process Automation
- Manually Create an Item or Ticket
Questions? Contact us!
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