CENTER LOGiX - Types of Tickets

Emergency Tickets

Emergencies are prioritized tickets. Calls routed via Option 8 trigger the Emergency Queue.

• Confirm with caller if situation is truly an emergency.
• If not routed as emergency but caller insists, add “EMR” note.
• Emergencies include gas leaks, ruptured mains, or imminent hazards.
• False emergency claims are a misdemeanor offense.

Context: Emergencies bypass the 3-day waiting period, but law requires strict adherence to criteria to avoid abuse.

Retransmit Tickets

Used when a ticket needs to be resent with clarifications, without changing core details.

Examples include:

• Adding a subcontractor.
• Clarifying site contact information.
• Resolving discrepancies in Positive Response.

Process: Inquire ticket → Select Retransmit → Add remarks → Submit. Creates revision (e.g., -01A).

Cancel Tickets

Cancellations are allowed only within 3 full working days of creation.

• Must be requested by the same company/caller.
• Enter reason in remarks.
• Submit through Inquire → Cancel.

Context: Prevents unnecessary notifications to members.

Update Tickets

Updates extend tickets beyond their initial expiration.

• Required every 28 days under 2025 law.
• Must be processed before the “Update By” date.
• Generates a new ticket number linked to the old one.
• Cannot change company, address, cross streets, or work type.

Destroyed Marks Tickets

For remarking when marks have faded or been destroyed.

• Active ticket required.
• Work Type = “Destroyed Marks.”
• New Work Date = Current.
• Expiration remains the same.

3-Hour Tickets

Filed when members have not marked facilities within the legal timeframe but Positive Response has been checked.

• Requires ≥3 working days’ notice and member responses.
• Remarks auto-include “3-Hour Notice.”
• Caller must confirm they have observed indications of unmarked facilities.

Damage Request / DIRT Reporting

Damage tickets are not locate requests. They document facility strikes or near misses.

Process:

• Determine if there was a prior locate ticket.
• If gas/electric damage: call 911 immediately.
• Record DIRT survey: facility type, excavator type, equipment used, work performed, nature of damage, service interruptions, root cause.
• Submit as rush/emergency.

Context: DIRT reporting is essential for industry-wide analysis and prevention strategies.

Survey Tickets

Survey/Design-only requests.

• For planning purposes; no excavation.
• Members respond in 10 working days with records, markings, or site access.
• Cannot be updated.

Recent / Search Tickets

• Recent – Displays the last 200 tickets created by the CSR.
• Search – Allows retrieval by phone, company, or caller for tickets ≤100 days.

Full Ticket View

• Displays full text-only ticket for audits.
• Includes delivery times, version history, and Positive Response codes.