WebTMS. Web Ticket Management System. Operator s Guide

Transcription

1 WebTMS Web Ticket Management System Operator s Guide

2 System Overview By default the System Overview screen will be displayed on initial login. This screen shows by graph the time of day when tickets are coming into the system. It also displays a grid that shows all locators and their workload. The Locator Settings button allows the Operator to manage the settings for each locator, which includes their open ticket limits, upcoming vacations, and to force the use of an alternate locator in the event of unexpected absence. You can also navigate through the program with the menu items on the left side of the screen. This menu may be toggled on and off by hitting the escape (ESC) key on your keyboard or by clicking on the three arrows at the top of the screen by the page name (such as System Overview). If you would like to have a different page appear when you login, you can change the startup screen from the Setup Options menu (see page 18). 2

3 Initial Receive (IR) This screen shows the tickets that could not be automatically assigned to a locator. From here the Operator may view all currently unassigned tickets and make the decision to assign them to a specific locator, post a response, view the entire ticket text, and print each ticket separately or in multiples. Once the tickets have been assigned, the tickets will be removed from the IR screen to the Assigned to Locator screen. The Refresh option will poll the server for any new, unassigned tickets that have been received since the last time the program checked. Auto-refresh can be enabled from the Setup Options menu item to automatically refresh anywhere from every 5 minutes to every 60 minutes. (See page 18) All columns shown in the table above may be sorted in ascending or descending order simply by clicking on the column header. For example, Ticket, Revision, Locator, etc. Columns can be rearranged by clicking and dragging on the column header and then dropping it in the position that you want. To keep the columns in this same order once you log out of the program you must go to Setup Options and click on the Save Current Column Order button. (See page 18) 3

4 Initial Receive (IR) Assign to Locator Once it is determined by the Operator that the ticket should be assigned for locate, highlight the ticket to be assigned and click Assign to Locator at the top of the screen. A separate window will open. From the drop down list select the locator that you wish to assign to the ticket. This screen will also allow the Operator to add a note to the ticket by checking the box and entering the text in the Add Ticket Note box. It displays the Member code that is being processed and the stage of the ticket. Under Options the Operator may choose to Re-assign tickets to another locator even if it has already been assigned to a locator or to Force assignment which ignores any Locator Assignment rules. If the information shown is correct, click Submit and the ticket(s) will be assigned to the Locator section. If the information shown is NOT correct, click Cancel and begin again. 4

5 Initial Receive (IR) Post Response From the Initial Receive screen the Operator may post a response to any ticket. Select the ticket(s) to post a response to and click on Post Response. A new window will open (see above). The Operator may choose the response from the drop down list, enter the Site Visit information (such as Site Visit, Located Property, or None), enter what work was done, and include remarks for the ticket(s). Click Submit and the ticket(s) will be completed. A new dialog box will appear to show that the posting of the response has been completed successfully. Click OK to close this box. To set this box to close automatically upon completion go to Setup Options and on the Options Tab check the box under Misc. Options that says to Automatically close the Post Responses dialog if completed successfully. (See page 18) 5

6 Initial Receive (IR) View Tickets From the Initial Receive screen the Operator may view the entire ticket text. Simply highlight the ticket and click on view at the top of the screen. (Double clicking the ticket line will also open the ticket) This will open a second window allowing the ticket to be reviewed. The ticket may be printed in its entirety by clicking on the Print button in the right corner of the new window. If you need to print multiple tickets from the Initial Receive screen simply highlight the tickets to print and click on Print from the top of the screen. From this new window, the Operator may click on the tabs at the top to view the headers, how the ticket was auto-assigned, any notes and responses, the complete history of the ticket, and a map showing the area on the ticket, if the ticket is gridded. 6

7 Assigned (AL) Unfiltered View Once tickets have been assigned to a locator, they appear on the Assigned screen until the Response is posted or the ticket is re-assigned to a different locator. Tickets dispatched to all locators can be reviewed, completed, or reassigned. The screen shot above shows an unfiltered view of the currently dispatched tickets. All columns shown in the table above may be sorted in ascending or descending order simply by clicking on the column header. For example, Ticket, Revision, Locator, etc. Columns can be rearranged by clicking and dragging on the column header and then dropping it in the position that you want. To keep the columns in this same order once you log out of the program you must go to Setup Options and click on the Save Current Column Order button. (See page 18) 7

8 Assigned (AL) Filtered View Tickets can be filtered by Member Code if you receive tickets for more than one member code. In addition, if it is more convenient for the Operator to review only those tickets dispatched to a particular locator, select the locator from the drop down list provided. The unfiltered screen (such as on the previous page) will be replaced by a screen that shows dispatched tickets for the chosen locator only (such as above). 8

9 Assigned (AL) Re-Assign to Locator If a ticket or tickets have been assigned to a particular locator and need to be reassigned to a different locator, highlight the ticket or tickets and click Assign to Locator. The window above will be displayed. From the drop down list select the new locator that you wish to assign to the ticket. This screen will also allow the Operator to add a note to the ticket by checking the box and entering the text in the Add Ticket Note box. It displays the Member code that is being processed and the stage of the ticket. Under Options, the Operator may choose to Re-assign tickets to another locator even if it has already been assigned to a locator or to Force assignment which ignores any Locator Assignment rules. If the information shown is correct, click Submit and the ticket(s) will be assigned to the new locator. If the information shown is NOT correct, click Cancel and begin again. 9

10 Assigned (AL) Post a Response From the Assigned to Locator (AL) screen the Operator may post a response to any ticket. Select the ticket(s) to post a response to and click on Post Response. A new window will open (see above). The Operator may choose the response from the drop down list, enter what type of work was done, and include remarks for the ticket(s). Click Submit and the ticket(s) will be completed. The Administrator will choose to collect additional response data on the Post Responses window such as Site Visit Information, Number of Feet Marked, and Number of Facilities Marked. A new dialog box will appear to show that the posting of the response has been completed successfully. Click OK to close this box. To set this box to close automatically upon completion go to Setup Options and on the Options Tab check the box under Misc. Options that says to Automatically close the Post Responses dialog if completed successfully. (See page 18) 10

11 Assigned (AL) View Tickets The View option under Assigned (AL) works the same as the View option under Initial Receive (IR). The Operator can click on each tab across the top of the ticket window to view the entire ticket text, headers, the auto-assign rule information, any notes that were attached to the ticket when it was assigned, the responses status, the complete history of the ticket (at this point), and the map. 11

12 Messages The Messages screen will show all non-ticket items such as the Administrative messages sent from the Center to each member. To display messages by month, simply select the month you wish to view from the drop down list. If there have been no messages sent out by The North Carolina One-Call Center then there will be no messages to display for that month. 12

13 Ticket Search From the Ticket Search screen the Locator may search for a ticket using any of several fields from a locate request, such as date received, ticket number, locator, county, place, and street, or even caller information. For example, if you wanted to see all tickets that were called in between June 1, 2010 and June 8, 2010 for Trumbull County, Cortland, you would select the date range in the Received and To fields by clicking the down arrow and highlighting the dates you wish. Next you would select Trumbull from the drop down list for the County field and Cortland from the drop down list for the Place field. Click Search and the list of all tickets found for this search criteria will be displayed. To view the ticket text, highlight the ticket and click on View. To print the ticket, highlight the ticket or tickets and click on Print. From the Output Columns tab you can add/delete columns that you want displayed when doing a search. 13

14 Reports Events - the events log will show all important events that have taken place on WebTMS for a specified date or date range. Events can include adding and editing user accounts, setup options, member codes, positive response codes, and WebTMS options. Ticket Responses - the ticket responses report shows all ticket responses for a specified day or date range. Selections from the drop down box will allow the user to see data for All Users, All Locators, All Administrators, or All Operators. The user can also select to see information displayed for each day in the date range or the totals for the entire date range. Tickets Due - the tickets due report shows the number of tickets that are due for a response for a specified date or date range. 14

15 Map State Level The Map Screen enables the Operator to have a visual representation of where each ticket is located. You may view all Initial Receive, Assigned, and even Ticket Search results. The push pins are also color-coded showing normal notices in green, short notices in yellow, and emergencies in red. The ticket information for any push pin may be displayed simply by clicking on Ticket from the top of the screen and then clicking on the push pin that you wish to view. 15

16 Map County Level To display the County level, click on the County button from the top of the screen and then click in the county that you wish to zoom in on. The ticket information for any push pin may be displayed simply by clicking on Ticket from the top of the screen and then clicking on the push pin that you wish to view. Note: If there are multiple push pins in one area that are on top of each other you will need to zoom in closer before you will be able to view the ticket text. 16

17 Map To view the entire text of the ticket simply click on Ticket at the top of the screen and then click the push pin of the ticket you wish to view. A new window will open displaying the ticket text. I have adjusted the size of the new window to allow you to still see the County view of the map. From this new window you will also be able to view the headers, auto-assign, notes, responses, history, and map. Note: The map view will only show the grids that were assigned to the ticket by the Customer Service Representatives or Remote Ticket Entry User. This will show a visual of the location area requested on the ticket. 17

18 Setup Options The first tab in the Setup Options window allows the Operator to change the startup view, enable autorefresh every 5-60 minutes, auto-print assigned tickets to a specified printer, set up the margins for autoprinting, and the option to automatically close the Post Response dialog and the Assign Locator dialog. The second tab allows the Operator to select an alert on emergency tickets. The alert can sound in the Initial Receive screen or the Assigned screen, or both screens. Make sure that the checkbox beside of Only repeat alert on New Emergencies is checked. There are several sound options available from the drop down list beside Sound or you may select User specified sound to browse for.wav files on your computer. Under User Interface Options, the user can select to have all emergency tickets always sort to the top, to highlight emergency, rush, and short notice tickets in a color of their choosing, and to highlight Tickets Due and specify when due within so many hours. The third tab allows the Operator to change the columns that are displayed on the Initial Receive screen. Simply check or uncheck the boxes beside each item that you want to display on the Initial Receive screen and click OK to save the changes. The fourth tab allows the Operator to change the columns that are displayed on the Assigned screen. Simply check or uncheck the boxes beside each item that you want to display on the Assigned screen and click OK to save the changes. The fifth tab allows the Operator to create User buttons (hot buttons). The User buttons are optional shortcuts for posting responses to selected tickets in either the Initial Receive or Assigned to Locator views. To create the hot button, select a response from the drop down list and then input a caption to be displayed on the user button. Click OK to complete. 18

19 WebTMS System Status & Logs +Response Queue The +Response Queue screen shows all tickets that are in queue awaiting transmission to The North Carolina One-Call Center s Positive Response System. If for some reason there are any errors, such as WebTMS being unable to connect to the +Response system, you will be able to identify the problem from this screen. Queue The Queue screen displays all outgoing s (tickets) that have been dispatched to the locators and WebTMS and Call Center EOD Audits. You will be able to see any possible errors that WebTMS may have encountered in sending these s. EOD Audits The EOD Audits screen shows the Call-Center and WebTMS audit reports for each day. At the end of each day an audit report is generated by The North Carolina One-Call Center which displays by ticket and sequence number the amount of tickets that were transmitted to each member for that day. The WebTMS audit report shows the number of tickets that WebTMS expected to receive for the day, the actual number of tickets it received, and the number of tickets that were missing for the day. To view the individual details for each day, highlight the EOD audit and click on View. You can also view the EOD Audits for a particular month simply by selecting the month from the drop down list at the top of the screen. A print button is available if you need to print a hard copy of the report. Event Log The Event Log screen shows a record of all important events on a particular day. This includes all changes made to the WebTMS server, such as user account creations and updates, positive response codes created and updated, and any other additions or deletions that the Administrator has performed. You may view the events log for a particular day (back to 31 days) by selecting the date from the drop down list at the top of the screen. 19