BOSS811
Ticket Management

BOSS811 Ticket Management

The BOSS811 ticket management capability streamlines the utility location requests and also provides a repository for all information associated with the dig request including description, attachments, notes, time entries, and event logs associated with the ticket. The system provides both a List View and a Map View of all ticket requests and provides various search capabilities to locate tickets. When tickets are closed the positive response codes are sent to the One Call Center together with any comments.

Download the BOSS811 Ticket Management Datasheet

TICKET LIST VIEW & BASIC SEARCH

The Ticket List view screen provides a listing of all tickets received from the One Call Center and displays the Ticket Type, Number, Assignee, Service Area, Description of Work, Status, when the ticket was raised and when it is due. The basic search toolbar at the top of the page allows for search by Assignees, Ticket Status, Ticket Type and searches can be saved. The auto refresh rate and number of tickets displayed per page can be selected

BOSSDesk Self Service Portal - Self Service Web Portal
BOSSDesk Self Service Portal - Knowledge Base

TICKET LIST MAP VIEW

The Ticket List Map view provides the location of all the tickets in the system. Clicking on any of pin on the map displays summary information regarding the ticket and clicking on the ticket number displays all the ticket information

ADVANCED SEARCH

BOSS811 Ticket Management has an advanced search capability that allow users to create queries for any system parameters in the system and these searches can be saved individually or as Global Searches which would be available to all users. For example how many tickets were auto closed in the current month. There are also system search options that have been built into the system. All search results are exportable via csv files.

BOSSDesk Self Service Portal - Single Sign-on and Password Reset
BOSSDesk Self Service Portal - Importing User Information

TICKET VIEW WITH CUSTOM FIELDS

Clicking on any ticket will reveal a display of all ticket information. The top of the screen displays the information received from the One Call Center together with detail associated with the excavator request. All dates and times associated with the ticket are displayed along with any custom field details that does not originate from the call center but has been specified by the user as necessary information that needs to be captured for reporting and analysis. When a ticket is closed the response codes are also displayed.

TICKET DETAIL

Comprehensive ticket information is displayed further down the ticket view screen and any information or required action regarding the ticket can be entered, modified and updated. The area map associated with the dig location is also displayed. There are tabs that contain, descriptions of the work to be performed, notes associated with the ticket, and any attachments that have been uploaded. Tabs for time entries and event logs are also displayed

BOSSDesk Self Service Portal - Roles and Permissions
BOSSDesk Self Service Portal - Importing User Information

BULK TICKET ACTIONS

BOSS811 has the ability to select multiple tickets in order to enter bulk action on the tickets including editing and closure. All tickets displayed in a given search can also be selected using the select all button in order to perform bulk actions

TICKET CLOSURE WITH POSITIVE RESPONSE

BOSS811 can close tickets by selecting the appropriate positive response code specified by the One Call Center and comments can also be added in addition to the response codes

BOSSDesk Self Service Portal - Roles and Permissions
BOSSDesk Self Service Portal - Importing User Information

TIME ENTRIES

BOSS811 allows users and locators to enter time tracking entries for each ticket. Time entries from multiple users can be entered for each ticket. Time tracking provides for tracking of expenses by department and reports can be generated to display expense by the various categories and for the company as a whole.

EVENT LOGS

Any ticket changes or modifications are captured and displayed under the Event Logs tab for each ticket. The system displays all changes whether made automatically by the routing engine or manually by the user or locator.

BOSSDesk Self Service Portal - Roles and Permissions

Business Value

IMPROVE VISIBILITY AND CONTROL OF ALL TICKET

Tracking all tickets dynamically for all locations can significantly reduce cost and improve visibility and control

IMPROVED EFFICIENCY THROUGH REMOTE ACCESS

Users and locators can remotely access and resolve issues in real time thereby reducing response times and improving efficiency

POSITIVE RESPONSE CAN AVOID PENALTIES FOR NONCOMPLIANCE

Timely closure of tickets with positive response can avoid penalties for noncompliance with One Call Center performance standards.


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