ELECTRONIC POSITIVE RESPONSE

OPERATOR S GUIDE ELECTRONIC POSITIVE RESPONSE SYSTEM USING TICKET CHECK 2014 Revised MAY 2014

TABLE OF CONTENTS OPERATOR S GUIDE 1. Introduction 2. Electronic Positive Response System 3. Welcome to Ticket Check / Login Info 4. Menu Bar 5-9. Ticket Management - Steps 10. Responding to Locate Requests 11. FTP Status 12. Search & Status/Administration 13-14. Default Settings 15. Change Password 16. Reports 17-18. Help / Ticket Check Codes / Other APPENDIX A1. Public / Password Protected Search A2. Ticket Check General Information A3. Locator Status Options / Status Codes A4 - A6 Ticket Check FTP Process

Introduction Ticket Check, Iowa One Call s electronic positive response, is part of the National Ticket Management System (NTMS], a suite of software tools designed by One Call Concepts, Inc. (OCC). Facility operators, excavators and locators must manage the different aspects of tracking, responding to, storing, and retrieving tickets they receive from one-call centers. NTMS is there to help. In addition to Ticket Check, Iowa One Call s electronic positive response system, there some are modules to help: Operators manage the damage investigation process; Locators handle ticket receipt, marking and billing; Excavators track their outgoing ticket load; and, The excavating public look up completed tickets and their status information. Ticket Check, Locator Ticket Management and Excavator Ticket Management (Search & Status) are all currently available for use free of charge through Iowa One Call (IOC). For more information about any of these fine products, contact Cindy Haines at 1-800-292-8989 or ialead@occinc.com NOTE: IOWA CODE Ch. 480 Iowa s One Call law (Iowa Code Ch. 480) has been in effect since 1993 and Amended in 2014. Iowa One Call is paid for by owners and operators of pipelines and other underground facilities. Scan the QR CODE with your mobile device for complete detailed information regarding Iowa s One Call LAW. 1

Electronic Positive Response System Overview TICKET CHECK 1. Excavator Notifies Iowa One Call and describes their dig area. 2. Ticket logged into computer and sent to member utilities and Ticket Check system. 3. Each member utility determines the proper response to the locate ticket and communicates their response to the TICKET CHECK system... Clear/No Conflict Marked UTILITY A UTILITY B Excavator s work begins TICKET CHECK Marked Including Private UTILITY 4. TICKET CHECK closes the loop by sending a notice to the excavator with the status that has been supplied by each member utility. Before even visiting the job site, the excavator has a record of the action each utility took. C...Responses are stored and can be recalled and viewed with the ticket at any time. 2

Welcome to Iowa One Call s Positive Response System! Ticket Check is a web-based tool that allows a facility operator to provide a positive response to locate requests from Iowa One Call (IOC). Operators can respond either via FTP (File Transfer Protocol) or the Ticket Check web interface. You can use it to find tickets by ticket number, check on and/or respond with a status message regarding whether the ticket has been marked, cleared or if there are issues regarding getting lines marked out. Ticket Check is part of the National Ticket Management System (NTMS). National Ticket Management System Home Page Let s Log In! NTMS - Registration Page To log into the Ticket Check system, you need a login and password. If you don t already have them, go to the Client Login section of the home page at www.managetickets.com and click the Need to register? link near the starburst below the Client Login section. If you have forgotten your login information, you can also click Forgot your login or password? link, also located below the login and password fields. Once you enter your password and login and hit return, you ll be logged in. NOTE: If you are logged in to Ticket Check for more than 2 hours without any activity, your session will time out and you will be logged out of the system. 3

IMPORTANT NOTE: Locate Tickets are valid for twenty calendar days from the date of notification (the date the ticket was filed with Iowa One Call). If an excavation will continue for periods longer than twenty days, the excavator must notify Iowa One Call and request a new ticket. Once logged in, you will see some options at the top of the NTMS home page specific to the type of user you are, i.e. excavator, locator, or facility owner. The Menu Bar The menu bar, located at the top of the NTMS page, will facilitate how you navigate Ticket Check. Click the header you d like to access, or mouse over any of the headers to see more options. The Menu Bar Now that you re oriented with basic site navigation, let s look at the options available to you as a facility owner. Ticket Management To manage your locate requests, click on Ticket Management. (see next page) 4

On the Ticket Management screen you can display a list of tickets sent to your company that are currently in the system. You can sort them in a variety of different ways. Let s look at how you can do that now. Ticket Management Screen The next 2 pages describe the STEPS area of the Ticket Management page 5

Simply follow these 5 STEPS to change the current display of your tickets: STEP 1: Select Ticket Set Choose the ticket set you d like to display on the Ticket Management screen from the options available in the drop-down box STEP 2: Select District Code If you have more than one district code linked to your login for Ticket Check, you can choose to sort tickets by a particular district code. STEP 3: Refine Search This optional step lets you refine your ticket search based on a variety of parameters. 6

STEP 4: Refine Date Range Also optional, you can refine your date range to what you d prefer simply select the start and end dates you d like to search for tickets within. STEP 5: Load Tickets Clicking on Load Tickets will generate a list of tickets based on the parameters you ve specified in steps 1 through 4. You should see a list of tickets below the display options. If you don t, choose other parameters to search by. The list of tickets will display a variety of information including the total number of tickets matching your search parameters, the ticket number for each ticket, and how and if the locators have responded to each ticket. Clicking on a ticket number will display the complete ticket information (see next page) 7

Full Ticket View The excavation and contact information will be displayed in the top portion of the ticket window. The bottom portion of the ticket displays the members notified as well as the ticket status and summary. You can check the summary to see how the locators have responded. Facility owners can also change the status of each ticket by choosing the appropriate response in the Ticket Check Response drop-down field. At the very bottom of the ticket window you can see a summary of all activity performed on that ticket. 8

You can also view an abbreviated version of the ticket by clicking View Partial Ticket in the upper right-hand corner of the Full Ticket view window (previous page). This will display a minimized version of the ticket, displaying only excavation information and ticket statusing information. Partial Ticket View To return to full ticket view, choose View Full Ticket in the top of the partial ticket view screen. 9

Responding to Locate Requests Status Codes When providing the status for locate requests (or statusing ), choose a code that matches the type of action that has been taken regarding the excavation site in response to the ticket. A list of status codes is shown in the Status Codes Menu illustration below. Information on accessing a complete list of Ticket Check Codes appears later in this manual, in the discussion of the Help menu (Page 17). Facility operators can status tickets individually, or in a batch via FTP. Individual Statusing You can status tickets individually by clicking on the ticket in Ticket Management, then changing the statusing options by highlighting the appropriate response in the status drop-down box under the Ticket Status/Summary section associated with that ticket. You can do this in either Full Ticket view or Partial Ticket View. Status Codes Menu Simply select your response by highlighting it in the list shown in the Ticket Check Response drop-down box. Then click on one of the Update buttons below the drop-down box to indicate whether you want to update the status of the ticket and return to the same ticket, or update the status of the ticket and return to the ticket set you were viewing. FTP Statusing Do you want a more high-tech method to update the status of your locate requests? Then FTP Statusing is for you! This option allows you to use File Transfer Protocol (FTP) to send a large number of status codes to an FTP address to be processed automatically. (see next page) 10

NOTE: FTP is NOT automatically available, because some set-up by the Iowa One Call Center s Technical Support Team is required. For more information about using FTP as a statusing option, complete the form found on the FTP Status section by mousing over Ticket Management in the upper left-hand corner of the web site. FTP Status Sign-Up Sheet Page 11

Search & Status Search & Status is also built-in to the National Ticket Management System. This allows you to access a ticket as long as you have the ticket number and primary contact phone number associated with that ticket. You can view the ticket as well as update statusing options for that ticket. Search & Status Page Administration There are two administrative options you have while using Ticket Check: Change Default Settings and Change Password. To choose one, mouse over the Administration header at the top of the Ticket Check menu and choose the appropriate option. 12

Change Default Settings This section of Administration will allow you to choose from a variety of default settings that first appear when you log in to Ticket Check. The options on this page include Default Page, Default Ticket Set, Default District Code, Contact Name, Primary E-mail address, Alternate E-mail addresses. Change Default Settings Page NOTE: ANY FIELD MARKED WITH A RED ASTERISK (*) MUST BE ENTERED The next page describes the DEFAULT SETTINGS options in full detail. Default Page This is the page that first appears when logging into Ticket Check. Think of the default page as your home page within Ticket Check. You can choose from a variety of different home pages by choosing an option from the Default Page drop-down box. 13

Change Default Settings Page (Cont.) Default Ticket Set This option allows your Ticket Management page to be set to automatically display tickets processed in the last 15 days, all tickets available for statusing, or tickets without responses. Simply choose the appropriate option from the Default Ticket Set drop-down box to change how your Ticket Management page looks by default when you log in. Default District Code This is the district code that will appear by default when accessing Ticket Management, if you have more than one district code. Contact Name This is the contact name displayed on the Ticket Check website after you ve logged in. Primary E-mail This is the primary email associated with your Ticket Check account. This is the default email address where you will receive status notifications 14

Change Default Password This section of Administration allows you to change the password associated with your login to access the system. Change Password Page 15

Reports Here you can view from a list of available reports. Currently, only District Detail is available. Reports Page District Detail The District Detail report will display a list of tickets for a specific date range you provide. Within the report you can find a summary of statused tickets and which statuses were used each day between the dates provided. To run the report, enter the start date and end date reflecting the date range you wish to run the report for, and choose which district code(s) that will be included in the search. When you re ready, hit the View Report button on the right side of the screen. 16

Help There are a variety of topics contained within the Help section of Ticket Check. You can access training manuals, online tutorials, Ticket Check statusing options, a list of status codes, and various tips on statusing tickets and using Search & Status. NOTE: Not all options will be available to all call centers and Ticket Check Statusing Options their member utilities. Currently, Iowa One Call allows facility owners This page will display a complete list of different statusing options. to use individual statusing and FTP statusing. To learn more, contact Ticket Check Codes info@managetickets.com. This will display a reference list of all the codes available while statusing tickets and what each code represents. Ticket Check Codes Page 17

Other Functions At the top-right corner of the screen, there are a few other functions you can use within Ticket Check: Home, Messages, Contact, and Logout. Messages This will display messages you ve received from the NTMS team. The content of these messages will typically feature status-related information, letting you know of changes to the system, scheduled downtime, etc. NOTE: If you also have access to the Locator Ticket Management System, you will receive additional messages here. Contact This will allow you to contact the NTMS team via email. Logout This function will log you out of the Ticket Check system. This concludes the Iowa One Call Ticket Check Manual. On the following pages you will find the Appendix, which includes supplemental information some users may find useful. If you have further questions or concerns, contact the Iowa One Call Help Desk at (563) 884-7762 18

TICKET CHECK MANUAL APPENDIX A

APPENDIX *All information will be retained on file or within the system for a period of six (6) years.* Search & Status There are two methods of searching for tickets on Search & Status. 1) The Quick Search is for individual tickets. The Quick Search requires that the user enter the ticket number of the ticket. This will display a single ticket. 2) A Detailed Search is for excavators to search batches of tickets. Users can specify a several different search criteria, including a date range, the city or county where the work was taking place, the company doing the digging, etc. A1

APPENDIX Ticket Check General Information All ticket headers (i.e. emergency, compliant, etc.) can be assigned a status code through Ticket Check. As Ticket Check receives new tickets, the system will automatically set the status code to 0 - not yet responded for all facility owners who are using the Ticket Check Positive Response System. For the purpose of transmitting status information, operators should note that tickets are considered past due 48-hours after the original call date and time as defined in the following: Tickets taken during the normal 8am to 5pm, Monday through Friday (non-holiday) business day are due 48-hours after they are received. Tickets taken after 5pm, on weekends or holidays will be treated as though they were received at 8am the following business morning. Think of it as though the clock stops after hours, on weekends and on holidays. Notification to the excavator is handled as follows: If there is a properly formatted email address on the ticket then the system will attempt to deliver the status information via email. If an email address is not on the ticket, the status information will be available online via Search & Status. Notification is sent to the excavator when one of the following occurs: NON-EMERGENCY TICKETS - When 48 hours* have passed, OR when all members provide a status to the ticket, whichever comes first. (*excluding weekends and legal holidays.) EMERGENCY AND DIG-IN TICKETS - When 2 hours have passed, OR when all members provide a status to the ticket, whichever comes first. Subsequent email(s) will be transmitted to the excavator if any notified utilities change their status. A2

All information will be retained on file or within the system for a period of six (6) years. www.iowaonecall.com Search & Status: APPENDIX Locator Status Options Facility operators may status via two methods; web statusing (individual tickets) and FTP upload. Both these methods require logging in to the system. Status Codes: Code 0: Code 1: Code 2: Code 3: Code 4: Code 5: Code 6: Code 7: Code 8: Not yet responded (Default) Clear (No conflict exists) Marked (Locating and marking is complete) Marked including private (Locating and marking is complete and includes the locating and marking of private facilities) Agreed to marking schedule (Locating and marking will be conducted as agreed by the operator and the excavator) Stand by required/marked (Locate and marking was completed. Operator representative required on site during excavation.) Stand by required/not Marked (Locating and marking cannot be completed until the operator and the excavator can arrange a standby) Not Marked - Inadequate Information (Locating and marking cannot be completed until the excavator can clearly and adequately define the proposed area of excavation) Not Marked - No Access (Locating and marking cannot be completed until the locator can gain effective and safe access to the property where the proposed excavation is scheduled to occur) Rules for use of the status codes: Status codes may be changed as long as the ticket is in our system and not locked. If the ticket is cancelled in the center, it will be locked. Tickets older than 20 days from the date of notification will be locked. (See top of page 4 for details.) Once a ticket is locked, any Ticket Check statuses will be rejected from that point forward. Ticket Check Web Access (individual ticket status) Facility Operators have the ability to search their locate ticket requests by various search parameters including ticket header, CDC code, date, town, street, excavator, status code and date. Those with access to multiple CDC codes will be able to status using a single login. This feature requires that the Ticket Check administrator(s) create a web login and password before this feature is available to the user. Requests may be made to support@managetickets.com. There are A3 two methods for

ods for excavators to search tickets: 1) the public search for individual ticket searches, and; www.iowaonecall.com 2) a password protected area for excavators to search batches of tickets. APPENDIX Ticket Check FTP Process Files may be submitted through the use of FTP (file transfer protocol) to Ticket Check. This provides the steps required to manually or automatically interface with Ticket Check and its communications software for purposes of responding to locate requests via FTP. The members facility owners and/ or their contract locate company will open an FTP connection to the Ticket Check system and transfer one or more files containing ticket responses. Files must be formatted and named as specified in the file description section of this document. Once received, the files are processed by the system within 3-5 minutes, leaving a results file to be downloaded at the user s discretion. This process is not automatically available to facility owners and locators. It must be requested, as some setup by the one call center personnel is required. Once the setup has been completed, a login and password will be assigned for the use of this function. This password is independent of any other login and password combination received from OCC and the call center. Response (Input) File Description and Format All FTP status files must be in the XML format indicated below for this to work. The file may contain status codes for one or more tickets and/or CDC/district codes. The State, Ticket Number, District Code and Status Code are required fields. Each file extension may be anything except.rxml. Response files shall be formatted as follows: <?xml version= 1.0 encoding= utf-8?> <Responses> <Response> <StateCode>IA</StateCode> <TicketNumber>123456789</TicketNumber> <DistrictCode>ABC01</DistrictCode> <StatusCode>1</StatusCode> </Response> <Response> <StateCode>IA</StateCode> <TicketNumber>123456789</TicketNumber> <DistrictCode>DEF01</DistrictCode> <StatusCode>2</StatusCode> </Response> <Response> <StateCode>IA</StateCode> <TicketNumber>987654321</TicketNumber> <DistrictCode>ABC01</DistrictCode> <StatusCode>3</StatusCode> </Response> </Responses> The public search A4

APPENDIX A detailed description of the Response File: Field StateCode TicketNumber DistrictCode StatusCode Description The 2-character abbreviation for the state for which the ticket is in. The call center ticket number that was sent to be processed. The associated CDC code (DistrictCode) that is to be processed. Remember that the login for the CDC code must have permission within Ticket Check to process. Otherwise the entry will fail to update on Ticket Check. The number associated with the Ticket Check status code to be processed for the given ticket and district code. The available statuses are 1 (Clear), 2 (Marked), 3 (Marked including private), 4 (Agreed to marking schedule), 5 (Stand by required/marked), 6 (Stand by required/not marked), 7 (Not marked (Inadequate information)) and 8 (Not Marked (No Access)). All others will be rejected. Response (Output) File Description and Format For each FTP input file, an output file that confirms the input that was received is generated. It contains the responses for those tickets listed in the input file. The output file has the same file name as the FTP input file name with the exception of the file name extension. Output files will have an.rxml extension. The.rxml files will be available in the base directory for retrieval for two weeks. Results files are cleaned from the system once they are two weeks old. Users who wish to keep these files for their records are responsible for downloading them on a regular basis. The Results File will be formatted as follows: <?xml version= 1.0 encoding= utf-8?> <Results> <Result> <StateCode>IA</StateCode> <TicketNumber>123456789</TicketNumber> <DistrictCode>ABC01</DistrictCode> <StatusCode>1</StatusCode> <ProcessedDateTime>2010-12-16 14:58:20</ProcessedDateTime> <ResultCode>0</ResultCode> <ResultMessage>Successful</ResultMessage </Result> <Result> format continued on next page A5

APPENDIX <StateCode>IA</StateCode> <TicketNumber>123456789</TicketNumber> <DistrictCode>DEF01</DistrictCode> <StatusCode>2</StatusCode> <ProcessedDateTime>2010-12-16 14:58:20</ProcessedDateTime> <ResultCode>0</ResultCode> <ResultMessage>Successful</ResultMessage </Result> <Result> <StateCode>IA</StateCode> <TicketNumber>987654321</TicketNumber> <DistrictCode>ABC01</DistrictCode> <StatusCode>3</StatusCode> <ProcessedDateTime>2010-12-16 14:58:21</ProcessedDateTime> <ResultCode>1</ResultCode> <ResultMessage>Ticket does not exist</resultmessage </Result> </Results> detailed description of the Results File: A Field StateCode TicketNumber DistrictCode StatusCode ProcessedDateTime ResultCode ResultMessage Description The 2-character abbreviation for the state for which the ticket is in. The call center ticket number that was sent to be processed. The associated CDC/district code that is to be processed for the corresponding ticket number. The proposed Ticket Check status code for the given ticket number. The date and time the entry was received and processed by Ticket Check. (format: yyyy-mm-dd hh:mm:ss) Displays the code associated with the entry results to identify whether or not the entry was processed. English description of the provided result code. FTP Results Codes: The result file will contain one result value per entry read from the input file. 00 - Success 01 - Error 01: Ticket does not exist. 02 - Error 02: District Code does not exist. 03 - Error 03: Status is unknown value. 04 - Error 04: District Code is not valid for Ticket Number. 14 - Error 14: There has been a SYSTEM ERROR. 15 - Error 15: The Ticket has been cancelled. 16 - Error 16: Login ID does not have permission to status District Code. 19 - Error 19: Operation Timed Out. Recommend Retry. A6